Summary
Overview
Work History
Education
Skills
References
Hobbies and Interests
Additional Information
Timeline
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Vikram Chopra

Wollert

Summary

Dedicated and professional IT support engineer with over five years delivering expert technical assistance and resolving complex issues. Proven track record in environments with diverse user bases, where I excel at diagnosing hardware/software challenges, optimizing systems, and ensuring user satisfaction. Known for exceptional customer service, clear communication, and strong problem-solving skills, leveraging a deep understanding of both legacy and modern IT infrastructures to drive operational excellence.. Proven track record of identifying inefficiencies and implementing solutions that improve operational performance. Demonstrated ability to leverage data analytics and strong communication skills to drive strategic initiatives.

Overview

9
9
years of professional experience

Work History

Infra, CX Analyst L2 & L3

Invesco
08.2023 - 06.2025
  • Managed all local IT support for business partners.
  • Resolved technical issues and ensured smooth IT operations.
  • Collaborated with various teams to enhance customer experience.
  • Enhanced team collaboration by providing clear communication of complex findings through visualizations and reports.
  • Implemented predictive analytics techniques that enabled proactive adjustments to business strategies based on emerging trends.
  • Collaborated with cross-functional teams to identify opportunities for process improvement and increased efficiency.
  • Managed budgets for multiple projects concurrently, tracking expenses and reallocating resources as needed to stay within budget constraints.

Service Desk Analyst

Westpac
01.2021 - 08.2023
  • Managed customer inquiries and provided solutions via phone calls.
  • Delivered exceptional customer service and support.
  • Troubleshot technical issues related to software and hardware.
  • Provided Level 1 and Level 2 support for business systems and legacy email.
  • Maintained user accounts including password resets and account removals.
  • Collaborated with senior network engineers to ensure optimal network performance.
  • Documented and escalated issues as necessary to ensure timely resolution.
  • Duration: 2 years

ICT Support Engineer

Boileau Business Technology, Adelaide
03.2020 - 01.2021
  • Resolved hardware, software, and network problems.
  • Set up and configure computer systems and devices.
  • Provided technical support and training to employees.
  • Monitored and updated systems to ensure optimal performance.
  • Logged service requests and maintain records.
  • Duration: 2 years

IT Technical Support Associate

Dell EMC
03.2016 - 11.2019


  • Recorded and maintained relevant notes for each client and work order.
  • Analyzed issues to identify troubleshooting methods needed for quick remediation.
  • Configured hardware, devices, and software to set up work stations for employees.

Education

Bachelor of Science - Information Technology

TAFE Institute
01.2016

Skills

  • Office 365 Admin
  • Problem Solving
  • Customer Service
  • Service Now, Kaseya, ITIL, Confluence
  • Process improvements
  • MS Intune
  • Active Directory
  • PowerShell
  • Power Automate
  • CCNA
  • Microsoft Certified Professional
  • Cyber Security Essentials
  • MS Intune
  • Inventory Management
  • Teamwork and collaboration
  • Hardware management
  • Power BI
  • SQL

References

Available upon request.

Hobbies and Interests


  • Tennis, Swimming and Cricket

Additional Information

  • Holds a full driving license
  • Work With Children
  • National Police Check Clearance

Timeline

Infra, CX Analyst L2 & L3

Invesco
08.2023 - 06.2025

Service Desk Analyst

Westpac
01.2021 - 08.2023

ICT Support Engineer

Boileau Business Technology, Adelaide
03.2020 - 01.2021

IT Technical Support Associate

Dell EMC
03.2016 - 11.2019

Bachelor of Science - Information Technology

TAFE Institute

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Vikram Chopra