Aashreya Rayamajhi
Church Point,NSW
Summary
Skilled IT professional with a Bachelor of Information Technology, majoring in Network Engineering, and extensive experience in Microsoft 365 administration and technical support. Proven ability to provide Tier 2 support for Exchange Online, SharePoint Online, and OneDrive for Business. Proficient in enhancing data protection and compliance, implementing security policies, and utilizing PowerShell for administrative tasks. Expert in troubleshooting hardware, software, and network issues, with strong customer service skills. Experienced in supporting remote users, conducting user training, and collaborating on process improvements. Familiar with ITIL practices, HPSM ticketing systems, and remote desktop tools. Adept at imaging devices with CLONEZILLA and managing users with Active Directory. Committed to maintaining high standards of service and continuous improvement in IT operations.
Overview
2
2
years of professional experience
Work History
Microsoft 365 Administrator
Health Support Services (WA Health System)
06.2024 - Current
- Provided Tier 2 support for Exchange Online, SharePoint Online, and OneDrive for Business to align with organizational needs.
- Ensure the use of security policies to enhance data protection and regulatory compliance within the Office 365 environment.
- Assist end-users in implementing multi-factor authentication (MFA) for enhanced account protection.
- Offer Tier 2 support for Office 365 applications, resolving issues promptly and ensuring a positive end-user experience.
- Aid end-users in understanding new features and best practices for utilizing Office 365 tools.
- Implement monitoring solutions to track system performance and proactively address potential issues.
- Manage Office 365 licensing, ensuring compliance and cost-effectiveness.
- Utilize PowerShell scripts for administrative tasks, improving efficiency and reducing manual errors.
- Create and maintain comprehensive documentation for Office 365 configurations, procedures, and troubleshooting steps.
- Guide IT staff on knowledge sharing to ensure a collective understanding of best practices for Office 365.
ICT Service Agent
Health Support Services (WA Health System)
02.2023 - Current
- Provide first-level technical support to end users, resolving hardware, software, and network issues via phone, email, or MS Teams.
- Document and track customer interactions, issues, and resolutions in the ticketing system.
- Assist with software installation, configuration, troubleshooting, and guide users through common technical issues.
- Diagnose and coordinate repairs or replacements for hardware problems.
- Support remote users through remote desktop tools, providing VPN and Quick Assist.
- Conduct user training on software applications and system operations.
- Collaborate with cross-functional teams to identify and implement process improvements.
- Maintain knowledge base articles, update documentation, and follow ITIL best practices.
- Proficient in troubleshooting hardware, software, and network issues in Windows environments.
- Strong customer service skills, effectively communicating technical information.
- Familiarity with HPSM ticketing systems, remote desktop tools, and ITIL framework.
- Able to work in a fast-paced environment, handle multiple priorities, and meet deadlines.
- Adaptable and flexible, available for shifts and after-hours support as needed.
- Conduct thorough investigations to analyze instances of multiple account lockouts, recommending suitable corrective measures.
- Facilitate comprehensive training and furnish essential resources to onboard new team members.
- Consult with seniors to obtain performance feedback to improve the quality of work provided to the customers.
Level 2 IT Field Engineer (Intern)
Transdev Australasia
10.2022 - 01.2024
- Imaging devices involves rigorously following the procedure by using “CLONEZILLA” to ensure that every device is built to the same specification every time.
- Escalate unresolved issues to proper support teams using the ServiceNow ticketing system with the appropriate priority levels.
- Operate, repair, replace equipment, and oversee repairs and technical improvements. Ensure proper maintenance of onsite equipment.
- Connect work laptops to a domain network.
- Assist in troubleshooting, diagnosing, testing, and resolving system problems and issues.
- Manage users, add new users, and devices using Active Directory.
Education
Bachelor - Information Technology (Network Engineering)
Charles Sturt University
Sydney, NSW08.2022
Advanced Diploma - Information Technology
Australia Institute of Business And Technology
Sydney, NSW01.2020
References
Harriet Fitzgerald
Manager Service Desk | Health support Services (WA Health System)
E: Harriet.Fitzgerald@health.wa.gov.au
Timeline
Microsoft 365 Administrator
Health Support Services (WA Health System)
06.2024 - Current
ICT Service Agent
Health Support Services (WA Health System)
02.2023 - Current
Level 2 IT Field Engineer (Intern)
Transdev Australasia
10.2022 - 01.2024
Bachelor - Information Technology (Network Engineering)
Charles Sturt University
Advanced Diploma - Information Technology
Australia Institute of Business And Technology
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