ANISH DEVKOTA
Denman Prospect,Australian Capital Territory
Summary
Driven IT professional with nearly a year of experience in ICT, specializing in cloud administration, system support, and network management. Proficient in managing systems with Windows 10/11, Windows Server, Microsoft 365, and virtualization technologies. Experienced with Active Directory for user and access management, and skilled in resolving complex IT issues to ensure seamless operations. Well-versed in cloud solutions with Microsoft Azure (AZ-900), device management using Microsoft Intune, and supporting end-users with tools like Zendesk. Strong background in optimizing IT infrastructure, enhancing security, and improving system performance.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Support Officer
Ampol
07.2024 - Current
- Provided level 1 /2 technical support for internal and external users, troubleshooted issues related to win 10/11 and managed Helpdesk tickets by Zendesk and ServiceNow.
- Administered Microsoft 365 services including Exchange Online, SharePoint, OneDrive and Teams.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Worked with VMware and Hyper-V to deploy and manage virtual machines and configured operating system, application and software updates.
- Managed Active Directory and User Account.
- Configured Group Policies, supported user in role-based access control and MFA for cloud resources.
- Configured and supported networking devices such as routers, switches, firewalls and assisted in troubleshooting including DNS, DHCP and all connectivity issues.
- Configured and managed Azure Backup.
- Assisted in implementing disaster recovery plans and testing systems.
- Worked with security tools like Microsoft Intune for device management and policy management.
- Assisted in regular security audits and vulnerability resolution.
- Onboarded new employee, provided IT training and configured user accounts.
- Coordinated with vendors and other IT departments for the procurement and deployment of hardware/software resources and helped in installation.
- Streamlined IT processes for increased efficiency and reduced downtime.
Customer Service Representative
Foreshore Social
02.2023 - 05.2024
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Delivered excellent customer service by efficiently taking orders using the POS system, ensuring accuracy and smooth transactions.
- Utilized printer systems to print order dockets and manage kitchen communications, ensuring timely and accurate food preparation.
- Assisted customers with custom orders, including specific dietary needs and allergens, ensuring their requirements were met with attention to detail and care.
- Managed customer orders and payments, handling cash transactions and ensuring accurate cash handling procedures to maintain financial accountability.
Education
Bachelor of Information Technology - Network and System Computing
Victoria University
Sydney, NSW04.2022
TECHNICAL SKILLS
- Microsoft Azure: Cloud concept and services, Azure active directory, Networking in azure, Storage Management, Virtual Machine and Compute resources, Security, compliance, Cost management and billing.
- Microsoft Office 365: Core application like Word, Excel, PowerPoint, Outlook and Cloud Services like One drive, SharePoint, Teams, Exchange Online. Security application like Microsoft Defender, Azure Active Directory and Intune.
- Visualization: Hypervisor knowledge, Virtual Machine Management, Virtual Networks, Automation and Scripting, Backup and Disaster Recovery, Cloud Integration and virtualized application.
- Networking Devices Configuration : Networking Protocols and fundamentals, Networking Hardware configuration, Subnetting and IP Addressing, Network Configuration Tools, Wireless Networking and Security.
- Windows Server 2019: Windows server installation and configuration, Active Directory Services, Group Policy Management, File and Storage Services, Windows Server Security, Backup, Disaster Recovery and Remote Desktop Services.
- Networking Protocols: OSI Model, TCP/IP, DHCP, DNS, HTTP/HTTPS, FTP, SNMP, VLAN, Border Gateway Protocol, Open shortest Path First, Network Address Translation.
- ITIL Framework: Service strategy and Design, Incident Management, Problem Management, Service Level Management, Risk and Security Management.
- Remote Support Tools: RDP, TeamViewer, AnyDesk, Chrome Remote Desktop, LogMeln, RealVNC, Microsoft Remote Assistance, RemotePC.
- Troubleshooting: Problem Diagnosis, Hardware and Software Troubleshooting, Network Troubleshooting, Cloud and Server Troubleshooting, Remote Troubleshooting.
- Ticketing Systems: Ticket Creation, Prioritization, Assignment, Status Tracking, SlA, Automate Alerts and Notifications. Ticketing System like Zendesk, ServiceNow, Atlassian and Freshdesk.
- Collaboration Tools: Microsoft Team, Slack, Google Workspace, Zoom, Jira, Notion and Github
Certification
- Microsoft Certified: Azure Fundamentals, az-900
- Microsoft Certified: 365 Fundamental, ms-900, in progress
- Microsoft Certified: Azure Administrator Associate, AZ-104, in progress
SOFT SKILLS
- Strong team player, collaborating effectively with colleagues to achieve common goals.
- Excellent communication skills, both verbal and written, to clearly convey technical information to non-technical users.
- Eager to learn new concepts and continuously expand knowledge in IT and cloud technologies.
- Quick to adapt to new technologies and tools, staying up to date with the latest industry trends.
- Australian Full Driving License.
Timeline
IT Support Officer
Ampol
07.2024 - Current
Customer Service Representative
Foreshore Social
02.2023 - 05.2024
Bachelor of Information Technology - Network and System Computing
Victoria University
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