Aayush Dhakal
Melbourne
Summary
Dedicated IT professional with extensive experience in level 2/3 support, system optimization, and Microsoft product integration. Skilled in resolving complex technical issues, managing assets, and utilizing tools like ServiceNow, Intune, and UEM for device management and security. Proficient in deploying software, automating device provisioning with Windows AutoPilot, and administering VDI environments. Strong collaborator, committed to continuous improvement and staying updated with industry trends.
Overview
3
3
years of professional experience
1
1
Certification
Work History
EUC Second Level Support Analyst
Fujitsu Australia
02.2024 - Current
- Deliver comprehensive level 2/3 support to resolve complex hardware and software issues raised by the service desk, ensuring prompt and efficient resolution
- Manage and maintain knowledge-based articles for the service desk, providing comprehensive documentation to assist in resolving various technical issues
- Support and manage Microsoft products, such as Office 365, SharePoint Online, and Microsoft Teams, ensuring seamless integration, performance optimization, and user support
- Manage assets using the Asset Management Database (AMDB), ensuring accurate tracking, reporting, and compliance with organizational standards
- Leverage Windows AutoPilot to automate device provisioning and management, ensuring pre-configured devices, seamless enrolment into Intune, consistent security policy application, and efficient deployment across the organization
- Utilize Microsoft Intune to enrol, configure, and manage devices, deploy applications, enforce security policies, set up conditional access, perform remote actions, and generate compliance and security reports
- Implement and manage endpoint security solutions, such as antivirus software, encryption tools, and endpoint detection and response (EDR) systems, to protect against potential threats and vulnerabilities
- Utilize Exchange Admin to manage and maintain email systems, including tracing email delivery, managing shared mailboxes and delegations, configuring mailbox permissions, and ensuring email security and compliance
- Collaborate with cross-functional teams to address complex technical challenges, develop and implement innovative solutions, and enhance overall system efficiency
Service Desk Analyst
Fujitsu Australia
03.2022 - 01.2024
- Manage incoming calls, chats, and emails for internal support queries, providing efficient technical assistance
- Oversee the Service Desk queue with a customer-focused approach, resolving incidents using ITIL processes
- Collaborate closely with Service Desk and IT teams to ensure seamless communication and user satisfaction
- Analyze incidents, employing appropriate tools for resolution or escalation as necessary
- Support various technologies, including Microsoft Azure, Citrix, and network security solutions
- Administer Microsoft Windows, Active Directory, Azure AD, Intune, and Group Policies for efficient operations
Education
Bachelor of Computer Systems and Network Engineering -
Victorian Institute of Technology
Melbourne, VIC12.2020
Skills
- Troubleshooting and Diagnostics
- Hardware and Software Installation/Configuration
- Device Management (Microsoft Intune, UEM)
- Operating Systems Knowledge (Windows, macOS)
- Security Protocols and Tools
- Remote support
- Active Directory and User Account Management
- Helpdesk operations
- IT Asset Management Systems
- Incident management
- User account management
- System administration
- SLA compliance
- ITIL processes
- User account management
- System administration
Attributes
- Problem-Solving Skills
- Attention to Detail
- Communication Skills
- Customer Service Orientation
- Time Management
- Patience and Empathy
Certification
· Microsoft 365 Certified: Fundamentals (MS-900)
· Microsoft Certified: Azure Fundamentals (AZ-900)
· Microsoft Certified: Security, Compliance and Identity Fundamentals (SC-900)
References
Available on request
Timeline
EUC Second Level Support Analyst
Fujitsu Australia
02.2024 - Current
Service Desk Analyst
Fujitsu Australia
03.2022 - 01.2024
· Microsoft 365 Certified: Fundamentals (MS-900)
· Microsoft Certified: Azure Fundamentals (AZ-900)
· Microsoft Certified: Security, Compliance and Identity Fundamentals (SC-900)
Bachelor of Computer Systems and Network Engineering -
Victorian Institute of Technology
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