Summary
Overview
Work History
Education
Skills
References
Timeline
Anish Sigdel

Anish Sigdel

IT support analyst
Rockdale,NSW

Summary

I am an approachable Support Analyst who possesses the ability to quickly understand and address client concerns. I specialize hybrid environments and possess the necessary skills to resolve issues ranging from minor software misconfigurations to severe hardware failures. I am dedicated to diligently tracking the entire lifecycle of support tickets to ensure that resolutions are successfully implemented. Overall, my aim is to provide effective and friendly support, ensuring client satisfaction. .

Overview

6
6
years of professional experience
4
4
years of post-secondary education

Work History

IT Support Analyst

Tech Domain
Macquarie Park , NSW
10.2021 - Current
  • Used ticketing systems to manage and process support actions and requests. Created help desk tickets, troubleshot and resolved desktop issues.
  • Escalating incidents and requests beyond the scope of L1/L2 to Level 3 Support teams in a timeline manner
  • Providing technical support to the users and clients locally via VPN connection and ensuring proper maintenance of workstations
  • Provisioning new-hire accounts as well as preparing workstations and desks for use.
  • Working on internal asset management, keeping the track of assets, labeling them, managing, and liaising with external vendors.
  • Supporting the internal hardware, software, networks, and other peripherals and communicating with the vendors upon major hardware issues
  • Providing application support by installing operating systems, 365 Applications, and other enterprise applications
  • Responsible for taking routine backups, emails, and server administration, monitoring updates on both server and client
  • Consulting with outsourced and external IT companies to ensure all
  • Issues are dealt with in a timely manner
  • Administrating and managing inter-communication site (SharePoint) by integrating Microsoft's new features, updating resolutions and news contents
  • Provide IT training for enterprise application access for new users.
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.

Customer service team

Coles
Macquarie Park , NSW
01.2018 - 08.2021
  • Assist the Customer Service Manager to lead, coach and support the Customer Service team to provide excellent customer service through a team that advocates for the business
  • Managing the online and checkout team members to provide excellent customer service
  • Picking, collecting, and dispatching the online order
  • Promoted to team lead of customer service for displaying outstanding enthusiasm and remaining calm in extremely trying situations.
  • Escalated issues to proper supervisors when standard processes were not effective.
  • Trained and supervised team of customer service representatives in providing quality service to customers.
  • Provided primary customer support to internal and external customers.
  • Resolved customer service issues using company processes and policies and provided updates to customers.

Junior Developer

Janaki Technologies
Kathmandu
01.2017 - 07.2018
  • Focus on requirement gathering, structural documents creation
  • Organized business meeting with client and project management team
  • Guiding and monitoring with developing team
  • Verified all developing process and changes request from client
  • Design and plan testing process, project process and technical requirement
  • Design and implemented manual test case
  • Detail and result oriented research on project
  • Fixing hardware issue, network issue in LAN in office
  • Discussed issues with team members to provide resolution and apply best practices.
  • Collaborated on stages of systems development lifecycle from requirement gathering to production releases.
  • Translated customer requirements into written use cases.
  • Updated old code bases to modern development standards, improving functionality.

Education

Diploma of Software Development - Programming

Canterbury Business College, Surry Hills
10.2018 - 08.2020

Bachelor - Cyber Security

Melbourne Institute of Technology, Sydney
10.2020 - 08.2022

Skills

  • Excellent communication
  • Creativity and problem solving
  • Ticketing system: Fresh service
  • Remote Monitoring tools: TeamViewer
  • Communication System: Microsoft Teams, 3CX VOIP
  • Mobile device Management: Microsoft Endpoint Manager/ Intune
  • Antivirus and Email
  • Security: TrendMicro HES
  • Hardware: Cisco Router/Switches, Dell PowerEdge Servers
  • Cloud Platform: Microsoft
  • Azure /Office 365 /
  • Virtualization: VMWare ESXI 65, Citrix XenApp
  • Backup Software: Veeam
  • Backup for O365 /Veeam Backup & Replication
  • Server : Azure ActiveDirectory Windows ActiveDirectory / Domain controller File / Print Servers / RemoteDesktop Server /Terminal Server
  • Operating System: Windows Android Apple Mac
  • Servers: Windows 2019/2016/2012 R2
  • Networking: LAN WAN DNS DHCP
  • Asset Management: Lansweeper

References

References available upon request

Timeline

IT Support Analyst - Tech Domain
10.2021 - Current
Melbourne Institute of Technology - Bachelor, Cyber Security
10.2020 - 08.2022
Canterbury Business College - Diploma of Software Development, Programming
10.2018 - 08.2020
Customer service team - Coles
01.2018 - 08.2021
Junior Developer - Janaki Technologies
01.2017 - 07.2018

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Anish SigdelIT support analyst