Alisha Basnet
Sydney,NSW
Summary
Organised and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
3
3
years of professional experience
Work History
IT Support Analyst
EBOS Group Pty Ltd
12.2022 - Current
- Resolved technical issues identifying solutions and providing technical support on site, by phone and email
- Documented internal processes and support procedures
- Assisted connection problems, data access, network failure and cloud migration
- Regularly maintained, updated, and upgraded software and hardware to maximize uptime
- Disassembled computer systems to troubleshoot and resolve hardware issues
- Set up, installed and configured servers, equipment, and workstations
- Used Power BI to prioritize tasks, connect database, visualize, and share with others
- Setup and created accounts for new users in Active Directory
- Digital imaged new and old computers
- Maintained up-to-date knowledge of software and technical developments through training and reading
- Monitored and maintained computer systems and networks
- Installed and configured computer hardware, software, systems, networks, and printers
- Powered off and on all VMWare guests, hosts, storage workstations and switches during power outages
- Ensured network was operational and did technical verification testing
- Tested factory and warehouse systems such as Probatch and Wenger
- Reduced attack surface on domains by rotating user and service account password in Active directory
- Integrated domain password protection and applied CrowdStrike security protocols to enhance cybersecurity.
IT Support Analyst
Centaur Software
02.2021 - 12.2022
- Responded to phone and email questions and concerns, resolving over 30 issues daily
- Answering calls promptly with high open and close rate
- Using professional phone techniques/processes (e.g., on-hold, warm transfers)
- Operating strong analytical and troubleshooting skills
- Good knowledge of remote-control software (e.g., Remote desktop connection, Team Viewer)
- Managing support ticket system
- Solved cloud and web-based dental software product issues
- Tested new web agents and raising new bugs and errors to developers
- Modified SQL statements to fit required technical issues
- Working knowledge of programs, such as SQL, web-based technologies, Oracle, C++ and Java.
Education
Bachelor of Information Technology
Australian Institute of Higher Educations
2022
Skills
- Okta administration
- Microsoft Office
- Microsoft Azure
- Office 365 Administration
- Digital imaging
- Active Directory
- Windows server
- Ticketing Systems
- Microsoft SQL server
- Cisco
- Microsoft Visual studio
- CrowdStrike
- Customer skills: Provided customers with friendly and efficient service Resolved customer queries and complaints effectively via phone or in person Helped them to choose and locate products
- Teamwork skills: Encouraged team members by setting an example of hard work Shared workload to help team members do their job effectively
- Attention to detail: Monitored quality of products on display and ensured work is done correctly and on time
- Interpersonal skills: Able to get along with team members regardless of their background Worked under supervision of more than one person Communicated issues within team
References
Provided upon request.
Timeline
IT Support Analyst
EBOS Group Pty Ltd
12.2022 - Current
IT Support Analyst
Centaur Software
02.2021 - 12.2022
Bachelor of Information Technology
Australian Institute of Higher Educations
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