Akash Shrestha

• Delivered L1 and L2 IT support to internal teams, adhering to SLA guidelines and leveraging FreshService ITSM tools to manage incidents effectively
• This streamlined approach enabled the team to handle over50 incidents per day, improving response times and minimizing downtime
• Managed and maintained Microsoft Office365, SCCM, and Intune for system updates, application deployment, and user access management
• By automating software distribution and compliance monitoring, achieved98% endpoint compliance within the first quarter, significantly reducing security vulnerabilities across multiple devices
• Collaborated closely with the IT Infrastructure & Operations team to implement Change Management and adhere to ITIL processes, ensuring that system upgrades and modifications were carried out smoothly
• This proactive approach minimized the risks associated with system changes and reduced downtime by25%
• Analyzed and documented system processes to identify areas for improvement, aligning IT solutions with the organization’s strategic objectives
• Enhanced business operations by refining workflows, resulting in a15% increase in operational efficiency
• Conducted regular system performance reviews, identifying performance bottlenecks and recommending enhancements that improved system reliability and security
• Applied automated monitoring tools that reduced system failure rates by30%, ensuring business continuity
• Evaluated and deployed new technologies and alternative solutions in collaboration with internal teams to meet business requirements and optimize processes, ultimately reducing operational costs by20%
• Led troubleshooting efforts for complex issues related to system performance, network connectivity, and user access management
• Resolved critical network connectivity issues, reducing network downtime by40%, ensuring consistent system access for over1,000 users
• Collaborated with network engineers to deploy UniFi WAPs, routers, and switches across multiple facilities, enhancing network connectivity for POS systems, guest Wi-Fi, and other critical devices
• This network upgrade led to a30% improvement in overall connectivity
• Managed user onboarding and offboarding, including O365 account creation, role-based access control, and configuration of OneDrive and SharePoint accounts
• Automated user provisioning and de-provisioning, reducing manual errors and onboarding time by20%
• Configured and implemented3CX phone systems, enabling call routing, IVR automation, and improved call handling efficiency by30%
• The system enhancement improved both internal communication and external customer service
• Led the rollout of IPTV systems across60 hotel rooms, improving guest experience and increasing positive feedback by25%
• The project contributed to enhanced customer satisfaction and positioned the company as a leader in in-room entertainment offerings
• Implemented Multi-Function Printers (MFP) with PaperCut print management software, resulting in a35% reduction in cartridge usage and better monitoring of print activities across multiple venues, contributing to cost savings and more sustainable operations
• Managed the integration and deployment of Point of Sale (POS) systems and Customer Relationship Management (CRM) tools, optimizing guest checkouts, inventory management, and marketing integration
• The implementation improved transaction efficiency and provided better insights into customer preferences, driving tailored marketing campaigns
• Collaborated directly with the Head of IT to provide strategic feedback on IT service improvements, gathering insights during departmental meetings that helped refine IT support processes and led to a20% decrease in incident resolution time
• Managed vendor relationships, conducted supplier evaluations, and negotiated contracts, achieving a15% reduction in operational costs while ensuring high service standards and performance from key IT suppliers

Key Achievement:

• Successful Launch and Rebranding of15 Locations and4 Hotels: Led the opening and rebranding of15 food and beverage locations and4 hotels, overseeing the seamless integration of technology, systems, and operations to ensure consistent brand identity and high-quality customer service across all venues
• Optimized IT Infrastructure for Business Growth: Played a pivotal role in optimizing IT infrastructure by integrating new technologies and systems across multiple locations, driving business efficiency and reducing operational costs while maintaining system reliability and security across all platforms

• Provided level1,2,3 IT support, resolving over60 incidents per day across100 aged care facilities, ensuring SLA targets were met and minimizing downtime for clinical and administrative systems
• Monitored and maintained the integrity and performance of servers, workstations, and cloud systems (including Office365, Azure AD), achieving99.9% system uptime and ensuring uninterrupted service for over1,000 employees
• Implemented and maintained secure VPN access for remote users, providing access to internal resources while ensuring compliance with security policies and HIPAA standards for sensitive healthcare data
• Deployed and configured Microsoft365 applications for users, including Teams, Exchange Online, and SharePoint, driving productivity and enhancing collaboration across teams by25%
• Led server maintenance and patch management, including routine patching, software updates, and security enhancements for both virtual (VMware, Hyper-V) and physical servers, ensuring no disruptions to clinical systems and improving security compliance
• Conducted root cause analysis (RCA) for recurring IT incidents, identifying long-term solutions that resulted in a15% reduction in system outages over a12-month period
• Managed end-user device configurations, including laptops, desktops, mobile devices (iPads, mobile phones), and tablets, ensuring proper enrollment and security compliance through Intune and Group Policy
• Configured Mitel Handset DECT phones for seamless communication across aged care facilities, reducing communication downtime and enhancing team collaboration
• Deployed and supported Multi-Function Printers (MFP), integrated with PaperCut for print management, resulting in a30% reduction in printing costs and more efficient resource tracking
• Integrated Intune to centrally manage and configure laptops, mobile phones, and iPads, enabling remote wipe, encryption, and compliance with corporate security policies, reducing device management overhead by20%
• Collaborated closely with network administrators to troubleshoot and resolve complex LAN/WAN connectivity issues, ensuring seamless data transfer and reliable communication for clinical systems across all care facilities
• Assisted with the deployment and management of cloud-based systems such as Azure AD, ensuring all user access and permissions were managed securely and consistently across the organization
• Trained end-users on the use of IT resources, including Microsoft365 tools, and provided ongoing support, increasing end-user satisfaction and decreasing training time by15%
• Worked closely with third-party vendors for timely procurement, support, and replacement of hardware and software, negotiating cost-saving contracts that resulted in a10% reduction in IT expenditures
• Delivered ITIL-aligned support for service requests, incidents, and changes, adhering to established processes for improved incident management and reducing incident resolution time by20%
• Documented and maintained IT support procedures and knowledge base articles, enabling more efficient troubleshooting and reducing the need for escalations by15%

Key Achievement:

• Successful Launch of5 Aged Care Facilities Across NSW, VIC, and WA: Spearheaded the IT infrastructure and systems deployment for the launch of5 new aged care facilities across New South Wales, Victoria, and Western Australia
• This involved coordinating the setup of critical IT systems, including networking, communication tools, and data management platforms, to ensure seamless integration and service delivery from day one
• Comprehensive IT Support Across90+ Aged Care Facilities: Managed and provided comprehensive IT support to a network of over90 aged care facilities, addressing operational and strategic challenges by maintaining system reliability, optimizing workflows, and ensuring secure, compliant, and efficient technology use across the organization
• Strategic Solutions for Operational Efficiency: Delivered innovative IT solutions that improved operational efficiency and reduced downtime, enabling better care for residents and staff
• This included streamlining communication systems, enhancing data management, and automating workflows across multiple facilities, improving overall service delivery and care quality

• Provided unsupervised hardware and software support to over200 end users in a high-demand, fast-paced environment, ensuring compliance with strict SLA guidelines for timely resolution of IT issues and minimizing system downtime
• Delivered both on-site and remote support for a variety of devices including desktops, laptops, Windows tablets, iPads, printers, and other peripherals using tools like ConnectWise Control and Bomgar to provide efficient and effective IT assistance
• Installed, configured, and maintained network infrastructure such as routers, proxy servers, DNS, DHCP, switches, and Wi-Fi access points to ensure robust connectivity across the organization, improving system performance and network reliability
• Managed Mitel Voice Technologies and Point of Sale (POS) systems, performing routine troubleshooting, software updates, and hardware maintenance to maintain operational efficiency for the club’s front-of-house and back-end operations
• Proactively monitored and analyzed network traffic to ensure optimal performance, generating traffic reports to identify and address network bottlenecks, hardware failures, and software malfunctions, leading to a20% improvement in network stability
• Implemented and maintained a vulnerability scanning tool to identify and mitigate potential risks across systems and networks, reducing security incidents by15% and enhancing overall cybersecurity posture
• Administered VMware and Hyper-V-based virtual servers, including domain controllers, Exchange, SQL, and security servers, ensuring their high availability, seamless operation, and business continuity during system maintenance or failures
• Acted as the primary point of contact for after-hours IT support, resolving critical issues outside regular business hours, and coordinating with third-party vendors and external IT support teams to ensure rapid resolution of technical challenges

Key Achievements:

• Office365 Rollout: Led the successful rollout of Office365 across the organization, ensuring smooth migration, user training, and the setup of collaborative tools like Teams, OneDrive, and SharePoint for over200 staff members, increasing productivity by30% and improving cross-departmental collaboration
• SAP Implementation: Directed the implementation of SAP for the finance department, streamlining financial processes and improving data accuracy
• This enhanced the reporting and analytical capabilities of the finance team and contributed to operational efficiency across the club
• HR Platform Deployment: Successfully deployed a new HR platform for rostering and payroll management, automating processes and ensuring greater accuracy in scheduling and employee compensation
• This led to a40% reduction in payroll processing time and increased employee satisfaction with HR services