OM SHANKAR CHAUDHARY

IT Support Analyst | Service Desk Specialist | Desktop & Systems Support
11 Mona Vale, West Harbour, Auckland, New Zealand
+64 27 540 1665
oschaudhary19@gmail.com
linkedin.com/in/oschaudhary
omshankar.wordpress.com
Work Rights
NZ Student Visa
Up to 25 hrs/week during study
Full-time during permitted scheduled breaks

IT Support and Infrastructure Professional with 13+ years of hands-on experience supporting users, workstations, servers and networks. Strong troubleshooting skills across Windows, Linux, Active Directory, DNS, DHCP, hardware, software, VoIP and virtualised environments, supporting environments with 500+ users/agents. Proven track record in technical support, problem-solving and approximately 95% first-call resolution. Currently pursuing a Master of Information Technology in Auckland and seeking IT Support Analyst, Service Desk, Desktop Support or Systems Support opportunities.

Technical Skills

Operating Systems: Linux (CentOS, Ubuntu, Debian, RHEL), Windows Server, Windows 10/11
Virtualisation: Citrix XenServer, VirtualBox, P2V migrations, VM resource allocation
Microsoft: Active Directory, Group Policy (GPO), OU design, DNS, DHCP, Teams, Outlook
Networking: LAN/WAN, TCP/IP, routers, switches, PfSense, Endian, IPFire
VoIP & Telephony: Asterisk, Vicidial, SIP, SIP trunking, IVR, Grandstream, AudioCodes, Yealink, Polycom, Digium
IT Support & Management: Nagios, FAN, Cacti, Spiceworks, DameWare, Snipe-IT, Uchiwa, Jira
Storage & Backup: FreeNAS, Synology NAS, rsync, scp, FOG Imaging, Clonezilla, Redo Rescue, Hiren’s BootCD
Messaging & Collaboration: Zimbra, Rocket.Chat, Openfire, UCS (Univention Corporate Server)
Infrastructure: Physical & virtual servers, hardware troubleshooting, storage, backup and disaster recovery.
Automation & AI: Applied LLMs to accelerate scripting, UI design and resolve VoIP/SIP configurations.

Professional Experience

Associate Manager, IT | Infrastructure & End-User Support

Concentrix Daksh Services India Pvt Ltd - Kolkata, India
Jan 2021 - Sep 2026
  • Deployed and managed IT infrastructure operations for a multi-site BPO environment supporting 500+ agents, including servers, networking, end-user systems and VoIP.
  • Designed and administered Asterisk/Vicidial VoIP infrastructure handling 10,000+ daily calls, including SIP trunks, IVRs, call routing and monitoring.
  • Designed, implemented and maintained backup processes using rsync, tar and scp across 100+ servers, improving operational resilience.
  • Supervised four IT technicians, developed SOPs, delivered technical training and supported day-to-day infrastructure operations.
Key Achievement: Reduced VoIP call drop rate from 8% to 0.5% via SIP trunk optimization and codec tuning.

Computer Network and Systems Engineer

Teleminds Infotech Pvt. Ltd - Kolkata, India
Aug 2018 - Jul 2020
  • Migration of complete IT infrastructure for a 300+ seat call centre, covering servers, workstations, networking, security, VoIP and storage.
  • Built and administered a Linux-centric environment with 300+ Ubuntu workstations, PfSense firewall, Asterisk PBX, UCS domain services and NAS infrastructure.
  • Managed Citrix XenServer with 50+ virtual machines, including P2V migrations, resource allocation, backups and disaster recovery.
  • Deployed FOG Imaging and standardised workstation provisioning, reducing setup time from approximately four hours to 30 minutes.
  • Managed Synology NAS/FreeNAS storage and administered an office relocation involving 300+ systems and 20+ servers with negligible downtime.
Key Achievement: Delivered Delhi call centre setup 2 weeks ahead of schedule, enabling early client launch.

Principal Executive - Telephony & Networks

Home Credit India Finance Pvt. Ltd - Gurugram, India
Feb 2018 - Aug 2018
  • Managed enterprise telephony infrastructure for a 1,000+ employee financial services organisation across two offices.
  • Administered Asterisk PBX, custom IVR flows, call recording and enterprise VoIP endpoints including Yealink, Polycom and Digium.
  • Troubleshot complex SIP and VoIP issues using Asterisk logs and packet analysis, maintaining approximately 99.5% call quality.

Computer Network and Systems Engineer

Teleminds Infotech Pvt. Ltd - Kolkata, India
Aug 2015 - Feb 2018
  • Administered Windows Server 2008 infrastructure with Active Directory, DNS and Group Policy for 300+ users.
  • Deployed and supported Vicidial call-centre infrastructure including campaign management, reporting and agent monitoring.
  • Implemented Snipe-IT asset management with barcode tracking for 1,000+ IT assets.
  • Deployed Rocket.Chat and Openfire collaboration platforms and integrated biometric attendance systems with the network environment.
  • Provided first and second-level technical support to users, troubleshooting hardware, software, operating system, network, and application-related issues.

Computer Network and Systems Engineer

ChoiceForce Infotech Pvt. Ltd - Kolkata, India
Jan 2013 - Jul 2015
  • Managed mixed Linux/Windows infrastructure supporting a 200+ agent call-centre environment.
  • Administered Asterisk and Vicidial platforms, including campaigns, auto-dialers, IVRs and call-recording infrastructure.
  • Configured and supported routers, switches, LAN/WAN connectivity and network infrastructure across two office locations.
  • Diagnosed and resolved desktop, laptop, printer, and connectivity issues, ensuring minimal disruption to business operations.
Key Achievement: Developed Bash scripts to automate backups and call-recording archiving, reducing manual administration.

System Administrator

Telesynergy Marketing Pvt. Ltd - Kolkata, India
Jul 2012 - Dec 2012
  • Administered Windows workstations, thin clients, file sharing and print services for 80+ users.
  • Managed desktop support tickets and achieved approximately 95% first-call resolution.
  • Configured network printers, scanners and VoIP phones for new office deployments and user onboarding.

Education

Master of Information Technology (In Progress) - Auckland Institute of Studies (AIS), Auckland, New Zealand
Expected Dec 2027
Bachelor of Engineering (Computer Science) - Khwopa Engineering College, Purbanchal University, Nepal
2006 - 2011

Certifications

Certification Provider Year
Digium Certified Asterisk Administrator (dCAA) Digium / Sangoma 2017
Cisco Certified Network Associate (CCNA) Cisco 2012
VMware VCA - Data Center Virtualization VMware 2013
VMware VCA - Cloud VMware 2013
VMware VCA - Workforce Mobility VMware 2013
Currently learning: LLMs, RAG and AI automation for practical IT support, infrastructure and automation tasks.

Key Projects

Enterprise Call Centre IT Infrastructure Setup - Delhi, India | Team Lead | Teleminds Infotech

End-to-end deployment of a 300+ seat call centre covering Debian, Citrix XenServer, PfSense, Asterisk PBX, AudioCodes gateway, UCS and Synology NAS. Delivered two weeks ahead of schedule with full infrastructure documentation.

Office Relocation & Server Migration - Kolkata, India | Lead Engineer | Teleminds Infotech

Migrated 300+ workstations, eight physical servers and network infrastructure over a single weekend with near-zero downtime, maintaining business continuity throughout the relocation.