Ramesh Tamang

Sydney,NSW

Summary

Highly skilled and customer-focused Helpdesk Specialist with a proven track record of delivering top-tier technical support and exceptional customer service. Dedicated to resolving IT issues promptly and efficiently to ensure smooth operations and end-user satisfaction. Seeking a challenging role as a Helpdesk Specialist where can leverage expertise in troubleshooting, problem-solving, and effective communication to contribute to the success of the IT team and provide outstanding support to users. Community-oriented Officer comfortable working in high-stress situations and coordinating emergency responses. Seasoned team leader with unrelenting dedication to keeping community safe and secure. Proactive about using proper protocols while on duty and interacting with community contacts.

Overview

years of professional experience

Work History

Help Desk Support Officer

Vytec

10.2022 - Current

Configured meeting rooms with AV equipment, improving video conferencing and collaboration capabilities
Deployed and updated Windows OS and MacOS, maintaining secure and up-to-date computing environment
Provided exceptional customer support to end-users through phone and email, ensuring high satisfaction levels
Troubleshoot system, server, and network issues using RMM tools, minimizing downtime and enhancing IT efficiency
Managed and resolved trouble tickets within SLAs, contributing to well-organized and efficient IT support system
Created documented procedures and knowledge base articles, empowering end-users to resolve common issues independently
Managed users on Office365, Active Directory, and Azure AD, streamlining user management processes.

IT Field Support Technician

APCD Pty Ltd

04.2022 - 09.2022

Deployed, maintained, and troubleshooted core business applications, ensuring uninterrupted operations
Translated highly technical specifications into clear non-technical requirements, facilitating effective communication with stakeholders
Installed and managed configuration settings of various operating systems, optimizing system performance
Implemented information system upgrades following ITIL processes, enhancing functionality
Managed user accounts and permissions on Active Directory, Azure AD, and Office 365, ensuring secure access control
Achieved and exceeded Service Level Agreements (SLAs) while maintaining KPIs, contributing to high-performance IT team.

Education

Bachelor of Information Technology -

King’s Own Institute

Sydney

03.2023

Skills

Hardware & Network: Installation, Configuration, Maintenance, Upgrading
Operating System: Windows 10, Windows Server 2016, 2019
Cloud Technologies: Office365, Active Directory, MS Azure, SharePoint, MS Teams
Ticketing system: OS Ticketing, Zendesk, Freshdesk
Backup: Arcserve
ITSM Tools:
Team Viewer, Pulse way, Jira

Core Competencies:
Teamwork: Collaborating effectively with cross-functional teams to achieve common goals and resolve complex issues
Problem-Solving: Analyzing challenges and implementing creative solutions to enhance system performance and user satisfaction
Excellent Interpersonal & Communication Skills: Communicating technical concepts clearly to end-users and stakeholders
Adaptability: Thriving in dynamic and fast-paced environments, readily embracing new technologies and methodologies
Idea Development and Brainstorming
Process Improvement

References

Reference available upon request.

Timeline