SHIVA PAUDEL
Concord West,Australia
Summary
Enthusiastic IT Support Specialist with a solid background in troubleshooting and resolving technical issues. Skilled in managing support tickets and optimizing network performance. Dedicated to providing exceptional customer service and continuously enhancing technical expertise to effectively meet user needs.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
Churchill Institute of Higher Education
12.2023 - Current
- Provide onsite and remote technical support for hardware, software, and network issues, ensuring quick resolution
- Diagnose and troubleshoot problems, escalating complex issues to senior teams when needed
- Manage the helpdesk ticketing system, prioritizing and resolving tickets to meet KPIs and enhance user satisfaction
- Maintain accurate documentation for processes, incidents, and resolutions to build a knowledge base
- Administer Microsoft 365 services, including user account management, licensing, and troubleshooting through the Microsoft 365 Admin Center
- Support and configure Microsoft Intune for device management, ensuring security and compliance across end-user devices
- Assist with user onboarding and offboarding, including device provisioning, software setup, and account access
- Configure and maintain user devices, including laptops, desktops, and mobile devices, ensuring proper system integration
- Provide support for the 3CX phone system, including managing user extensions and resolving common issues
Sales Consultant
Telstra
09.2022 - 11.2023
- Provided exceptional customer service, resolving inquiries and troubleshooting issues with a 95% customer satisfaction rate
- Developed in-depth knowledge of Telstra's product and service offerings, including technical specifications and support
- Worked with the technical support team to resolve complex customer issues, strengthening troubleshooting and problem-solving skills
- Adapted quickly to new technologies, demonstrating commitment to continuous learning in a fast-paced tech environment
- Proved successful working within tight deadlines and a fast-paced environment
- Communicated technical details clearly, helping customers make informed decisions
- Managed multiple customer requests in a fast-paced retail environment, meeting service targets
Education
Bachelor of Information Technology -
Victoria University
Skills
- Basic Networking: TCP/IP, DNS, DHCP, LAN/WAN
- Endpoint Management: Microsoft Intune
- Windows Server: Group Policy, Active Directory, File Server, Printer Server, OU
- Tools and Software: Microsoft Office Suite, Freshdesk, Rufus, Confluence
- Customer Service: Strong Communication Skills, Problem-solving, Humour
- VOIP System: 3CX Phone System
- Microsoft 365: Microsoft Admin Centre (Teams, SharePoint, Exchange, OneDrive, Defender)
- Ticketing System: Freshdesk
Certification
Microsoft 365 Certified: Fundamentals (MS-900)
Soft Skills
- Communication Skills
- Teamwork & Collaboration
- Problem Solving
- Time Management
- Adaptability
- Attention to Detail
- Professionalism
- Continuous Learning
Technical Projects
Windows Server 2022 Home Lab
Objective: Deploy and configure Windows Server 2022, set up Active Directory, manage user accounts, enforce security via Group Policy, and enable file sharing.
Tools and technologies: VMware Workstation, Windows Server 2022, Active Directory, Group Policy
Outcome: Set up a Windows Server 2022 test lab on a home computer, configuring Active Directory, GPOs, and file sharing. Gained hands-on experience with server management and network administration in a controlled environment.
Microsoft 365 Admin Center Test Project
Objective: To explore and understand administrative functionalities within the Microsoft 365 Admin Center by creating and managing test accounts and configuring key services.
Tools and technologies: Microsoft 365 Admin Center, Exchange, OneDrive, SharePoint, Microsoft Teams
Outcome: I gained hands-on experience managing users, assigning licenses for Exchange, OneDrive, and SharePoint, and configuring Microsoft Teams with SharePoint integration. I also customized OneDrive for secure file sharing and managed Exchange settings for mailboxes and distribution groups
References
Available upon request
Timeline
IT Technical Support Specialist
Churchill Institute of Higher Education
12.2023 - Current
Sales Consultant
Telstra
09.2022 - 11.2023
Microsoft 365 Certified: Fundamentals (MS-900)
Bachelor of Information Technology -
Victoria University
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