Summary
Overview
Work History
Education
Skills
Certification
Training
References
Timeline
Generic

Abhishek Adhikari

Berwick,VIC

Summary

To secure a dynamic role as an IT System Administrator, utilizing my proven skills in managing, monitoring, and enhancing IT infrastructure. My objective is to contribute to a team-oriented environment, ensuring seamless operations, robust security, and optimal performance. I am committed with emerging technologies to deliver reliable and innovative solutions for the organization's IT needs.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Service Desk Analyst

Babybunting
11.2022 - Current
  • Assess, categorize, and prioritize nature of tickets to triage
  • Adhere to established protocols for handling incidents, service requests, problems, and changes.
  • Initiate incident management by generating tickets and coordinating Teams groups for swift issue resolution
  • Trained and provided ongoing support to end-users, ensuring a smooth transition to SharePoint and Microsoft 365 tools
  • Resolved technical issues and provided troubleshooting support related to SharePoint, Teams, and Microsoft 365 applications
  • Deploy Azure Virtual Desktops (AVDs) to cater to international user base
  • Provide application support to network of stores across Australia
  • Employ systematic approach in analyzing user predicaments, devising solutions, and potential solutions
  • Execute graceful server shutdowns via task scheduler during maintenance operations.
  • Monitor server alerts within PRTG, taking swift and appropriate measures in response.
  • Employ iDRAC for continuous server oversight, start/shut or restart server when required
  • Active participation in RDS migration project outcome being Remote Desktop applications only accessible through MFA
  • Assist in server configuration for new stores setup
  • Actively participate in environmentally conscious e-waste management initiatives

Junior System Administrator

BlueScale
08.2021 - 10.2022
  • Providing technical support to users via phone and promptly addressing tickets raised through Autotask ticketing system.
  • Monitoring alerts generated by computers, servers, and WAPs connected to network using Datto RMM.
  • Developing procedural and instructional documentation to update knowledge bases.
  • Monitoring network vulnerabilities, potential attacks, and threats using Qualys and Byte25, and promptly raising tickets.
  • Managing network issues on Meraki portal and taking necessary actions.
  • On-site troubleshooting of router offline issues and escalating to internet service providers when necessary.
  • Creating new user accounts in Active Directory (AD), assigning appropriate IDM (Identity Management) roles, and providing file permissions.
  • Providing technical and troubleshooting support to employees via phone, remote access, and in-person interactions.
  • Running PowerShell scripts for bulk updates and granting calendar access.
  • Identifying and reporting Microsoft-related issues to Microsoft via MIcrosoft Office Admin Center.
  • Gathering comprehensive information from users to understand nature of their problems and escalate them to relevant department or higher-level support.
  • Analyzing problems and providing recommendations.
  • Ensuring customer satisfaction through efficient call handling and effective communication.
  • Accessing users' computers using tools like Datto RMM, Splashtop, or web remote agents to troubleshoot issues.
  • Setting up new computers and workstations for users using imaging tools
  • Enrolling Android mobile phones in Microsoft Intune
  • Being available for after-hours on-call support.
  • Performing daily backup checks of Azure servers at beginning of each day.
  • Participating in monthly server patching activities to install security updates.

Receptionist

Stanmore Family Medical Centre
03.2020 - 02.2021
  • Effectively and professionally handled phone calls with excellent communication skills.
  • Managed appointment scheduling for patients and medical representatives to meet with General Practitioner.
  • Maintained accurate and organized filing system for efficient record keeping.
  • Utilized E-claims software to process bulk billing for Medicare patients.
  • Interacted with other medical departments, including radiologists, medical specialists, and psychologists, in professional manner.
  • Performed tasks such as faxing, scanning, filing, and mailing while ensuring proper documentation management.

Education

Master of Information Technology -

Federation University
01.2020

Skills

  • Active Directory, Windows Server, troubleshooting, account setup
  • Hardware and software installation, upgrade and maintainance
  • Remote access solutions: VPN and Remote Desktop Services
  • Outlook, Teams, One Drive, SharePoint
  • Azure Active Directory and services
  • Cloud-based delivery platforms
  • Azure Virtual desktop setup
  • Server patching and maintenance

Certification

  • Cisco Certified Network Associate Enterprise (CCNA): CSCO95371233
  • Azure Fundamentals AZ-900 Certified
  • ITIL Foundation: LinkedIn Learning

Training

  • IT Help Desk: LinkedIn Learning
  • ITIL Foundation: LinkedIn Learning
  • IT Service Desk-Customer Service Fundamentals: LinkedIn Learning

References

Available on request

Timeline

IT Service Desk Analyst

Babybunting
11.2022 - Current

Junior System Administrator

BlueScale
08.2021 - 10.2022

Receptionist

Stanmore Family Medical Centre
03.2020 - 02.2021

Master of Information Technology -

Federation University

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Abhishek Adhikari