Aashish Kafle
Preston,VIC
Summary
A dedicated IT Support Specialist with proven expertise in diagnosing and resolving hardware, software, and network issues efficiently. I am adept at delivering top-notch customer service and collaborating with cross-functional teams to ensure seamless IT operations and possess a comprehensive understanding of IT infrastructure and strong analytical skills. I am known for the ability to adapt to rapidly changing environments, troubleshoot complex problems, and implement effective IT solutions. Currently, seeking to contribute technical proficiency and client-focused support to dynamic IT team.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Service Support Desk Advisor level 2
Conduent Victoria Ticketing System
07.2023 - Current
- Monitoring front office devices, action list, batch jobs, end of day and daily settlements, ETL, device down report, logs movement, portals, OpManager and other processes as required
- Monitor system and service downtimes including Dynamics AX, TPPS, Portals and Reporting
- Monitor logs, server, hardware and application alerts and daily backup report
- Manage deployment jobs including software version upgrades to front end devices and events such as Server Reboots, Disk Replacements, System Board Replacement and Battery Replacements
- Undertake verification of scheduled jobs
- Initiate required escalations based on the escalation matrix
- Analyze monitoring alerts and notifications, prioritize incidents based on severity, and initiate appropriate response actions according to established procedures
- Respond to service tickets and inquiries from the field operations team regarding device/system issues or errors
- Collaborate with technical teams to troubleshoot and resolve identified issues, providing timely updates and escalations as needed to ensure swift resolution
- Document monitoring activities, incident details, and resolution steps accurately in incident management tools or knowledge base repositories
- Maintain documentation of system configurations, troubleshooting procedures, and resolutions
- Generate and analyze reports.
IT Support Specialist
TitanTech
07.2021 - 06.2023
- Diagnosing technical issues through phone, email, and OS Ticketing System, ensuring prompt resolution
- Installing and maintaining hardware, software, and equipment to meet client requirements effectively
- Guiding users through step-by-step solutions, ensuring excellent customer satisfaction & issue resolution
- Utilizing remote support tools for efficient troubleshooting of issues on remote machines
- Escalating complex technical issues to Level 2 support or appropriate departments as required
- Strong understanding of network connectivity, TCP/IP protocols, and LAN/WAN configurations
- Assisting users with Microsoft 365 account setup, password management, and account synchronization
- Establishing Active Directory (AD) infrastructure, focusing on user management and administration
- Implementing Group Policy Objects (GPOs) according to company SLAs and ITIL framework
- Proficient in managing dedicated file servers, delegating file system access, mapping shared drives
- Expertise in server virtualization technologies (VMware/Hyper-V) and tasks like creating virtual machines
- In-depth experience with cloud-based platforms (SharePoint, Google Drive, OneDrive, Dropbox)
- Management of user accounts and access control on cloud-based file-sharing platforms for efficient collaboration.
Technical and Sales Support
Phone phix
05.2019 - 06.2021
- Provided technical assistance and guidance to customers regarding mobile devices and accessories
- Conducted product demonstrations, explaining features and benefits to potential customers
- Assisted in troubleshooting and resolving technical issues with mobile devices
- Contributed to sales efforts by recommending products based on customer needs
- Handled inventory management, including restocking and maintaining product displays
- Collaborated with the team to achieve monthly sales targets
- Stayed updated on industry trends and product knowledge to provide accurate information to customers.
Customer Service Representative – Part time
Food works Supermarket
01.2016 - 04.2019
- Assisted customers with product location, information, and ensured a positive shopping experience
- Handled cash transactions, processed returns, and managed customer feedback effectively
- Collaborated with team members to maintain a clean and organized store environment
- Participated in training programs to enhance product knowledge and customer service skills
- Assisted over 50 customers per day with online or phone ordering about services or products.
Education
Bachelor of Business Administration -
Holmes Institute
Melbourne, AustraliaSystem Support - Information Technology
Techskills Institute
02.2022
Skills
- Excellent customer service skills
- Problem solving skills and positive attitude
- Strong communication skills, both written and spoken
- experience in writing reports, emails and communicating face-to-face
- A strong team spirit and ability to lead and work autonomously when required
- Hardware & network
- Installation, configuration, assembly, maintenance
- Operating system
- Windows 10/11 Windows server 2019, MacOS
- Cloud technologies
- Office 365, MS Azure, One Drive, MS Teams, AWS, MS Intune
- Backup technologies
- Windows Backup, Office365 Backup
- Applications
- MS Office 365 desktop apps, CISCO
- Networking
- DHCP, DNS, TCP/IP, Router, Switches
- Ticketing
- OS Ticketing, Zendesk, Freshdesk, Servicenow
References
Available Upon Request
Certification
- Microsoft office 365
- azure entra id
- Microsoft Intune
Timeline
Service Support Desk Advisor level 2
Conduent Victoria Ticketing System
07.2023 - Current
IT Support Specialist
TitanTech
07.2021 - 06.2023
Technical and Sales Support
Phone phix
05.2019 - 06.2021
Customer Service Representative – Part time
Food works Supermarket
01.2016 - 04.2019
Bachelor of Business Administration -
Holmes Institute
System Support - Information Technology
Techskills Institute
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