Summary
Overview
Work History
Education
Skills
Affiliations
References
Publications
Timeline
Generic

Alishna Adhikari

Sydney

Summary

Experienced and customer-focused End User Support Specialist with over three years of hands-on experience providing technical support, troubleshooting hardware and software issues, and enhancing user productivity across diverse IT environments. Proven ability to manage service requests, resolve incidents efficiently, and deliver high-quality support in line with ITIL best practices. Adept at deploying and maintaining end-user devices, managing user accounts, and ensuring seamless day-to-day IT operations. Strong communicator with a proactive approach to problem-solving, and a passion for delivering exceptional user experiences.

Overview

3
3
years of professional experience

Work History

End User Support Specialist

Epirco
Huntingwood
04.2024 - Current
  • Provide full onsite, desk-side, and remote support to end users for all their IT issues, service/change requests, including helpdesk and technical support services.
  • Administrate and solve incidents assigned to the local on-site support.
  • Documented user inquiries and resolutions in the ticketing system.
  • Conducted training sessions for new users on software applications.
  • Maintained knowledge base by updating articles and FAQs regularly.
  • Participating in and supporting the IT team with project work in Australia.
  • Advise customers and users on their IT needs and best practices.
  • Work with the Service Desk, Application Managers, IT Managers, and other stakeholders using the ITIL methodology for IT Service Management.
  • Team up with peers at other locations for cross-functional support for our specialist team with servers, networks, O365, etc.
  • Demonstrate the customer service skills, such as actively listening to customers to understand each issue and situation, and providing proper follow-up and status updates.
  • Gathered user feedback to identify areas for service improvement.
  • Implemented security policies in accordance with corporate guidelines.
  • Configured, installed, tested, maintained, monitored and troubleshot hardware and software components.
  • Managed multiple projects simultaneously while consistently meeting deadlines.
  • Participated in team meetings to discuss project updates and progress towards completion goals.
  • Created documentation for user support procedures including installation instructions and frequently asked questions.

IT Support and Procurement Specialist

Atlas Copco
Blacktown, Sydney
10.2022 - 04.2024
  • Provide full onsite, desk-side, and remote support to end users for all their IT issues, service/change requests, including helpdesk and technical support services.
  • Administrate and solve incidents assigned to the local on-site support.
  • Participating in and supporting the IT team with project work in Australia.
  • Advise customers and users on their IT needs and best practices.
  • Work with the Service Desk, Application Managers, IT Managers, and other stakeholders using the ITIL methodology for IT Service Management.
  • Team up with peers at other locations for cross-functional support of our specialist team with server, network, O365, etc.
  • Demonstrate customer service skills, such as actively listening to customers to understand each issue and situation, and providing proper follow-up and status updates.
  • Taking care of all IT procurement and administration needs in Australia.
  • Familiar with using products such as SAP SRM, Microsoft Office 365 products, BPCS, Wynne, and ServiceNow.
  • Ordering all IT hardware, including PCs, mobile devices, printers, headsets, network devices, and other peripherals.
  • Managing hardware leasing and asset management
  • Assisting the Procurement Manager with new contracts and renewals.
  • Supplier liaison for products, availability, and problem-solving.
  • Worked with mobile device management (Intune) by organizing company-owned and client-owned devices.
  • Supporting the IT team with project work in Australia.
  • Providing IT training for Australia, New Zealand, and South East Asia.

IT Helpdesk Support

NetApp
Sydney, NSW
04.2022 - 10.2022
  • Logged all tickets, as well as service requests, and collected the required information through an effective incident management system.
  • Escalated incidents and requests beyond the scope of L1/L2 to Level 3 Support teams in a timely manner.
  • Provided application support by installing operating systems, Microsoft 365 applications, and other enterprise applications.
  • Provisioned new hire accounts, as well as preparing workstations and desktops.
  • Troubleshot any issues related to Microsoft 365 applications, like Outlook, OneDrive, and Exchange Online.
  • Monitored, troubleshoot, and ensured the timely completion of internal and external help desk tickets.
  • Responded to clients requests through phone and by visiting the site if required.
  • Worked with mobile device management (Intune) by organizing company-owned and client-owned devices.
  • Demonstrated customer service skills, such as actively listening to customers to understand each issue and situation, and providing proper follow-up and status updates.
  • Provided support for employees across the company.
  • Troubleshoot printers, network issues, and computer issues.
  • Provided on-site and remote end-user services, including helpdesk and technical support services.

Education

Bachelor's degree - Information Technology

Kent Institute
Sydney
11.2021

Skills

  • Communication skills: the ability to communicate well with my managers and colleagues to help them solve issues
  • Problem solving and analytical skills: identifying possible root causes of the problem and looking for solutions while collaborating with experienced colleagues and managers
  • Creativity and resourcefulness: coming up with ideas to improve processes or products, and looking out for software and products to enhance the productivity of the whole team
  • Attention to detail: monitoring the quality of products and ensuring work is done correctly and on time

Affiliations

  • Ticketing system: Zendesk, ServiceNow
  • Remote monitoring tools: SolarWinds N-central, TeamViewer
  • Communication system: Microsoft Teams, 3CX VoIP
  • Mobile Device Management: Microsoft Endpoint Manager/Intune
  • Antivirus and email security: Trend Micro HES
  • Hardware: Cisco routers/switches, Dell PowerEdge servers
  • Cloud platform: Microsoft Azure| Office 365 | GCP
  • Virtualization: VMware ESXi 6.5, Citrix XenApp
  • Backup software: Veeam Backup for O365|Veeam Backup & Replication
  • Server roles: Azure Active Directory| Windows Active Directory | Domain controller |File/print servers| Remote Desktop Server, Terminal Server
  • Operating system: Windows| Android | Apple |Mac
  • Servers: Windows 2019, 2016, 2012 R2
  • Networking: LAN | WAN | DNS | DHCP
  • Asset management: Lansweeper, Altiris

References

References provided upon request.

Publications

Azure 900 (AZ-900) | Azure 104 (AZ-104) | - Certifications in progress.

Timeline

End User Support Specialist

Epirco
04.2024 - Current

IT Support and Procurement Specialist

Atlas Copco
10.2022 - 04.2024

IT Helpdesk Support

NetApp
04.2022 - 10.2022

Bachelor's degree - Information Technology

Kent Institute

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Alishna Adhikari