Anish Raj ARYAL

- Infrastructure Management

• Administered key enterprise systems, including Active Directory (AD), DNS, DHCP, and File Server resources, ensuring smooth operations across the network
• Managed and synchronized on-premises user accounts with Azure Active Directory, ensuring cloud integration and seamless access to organizational resources

- Cloud and Backup Management

• Managed the migration of on-premises servers to Microsoft Azure, enhancing business continuity through cloud-based storage and backup solutions
• Provided Azure support by setting up multi-factor authentication (MFA) and resolving user access issues, ensuring cloud resource integrity and security

- Endpoint Management and Security

• Managed and monitor endpoint security solutions using CrowdStrike and Sentinel-One to protect devices from malware, ransomware, and other cyber threats, ensuring real-time threat detection and prevention across the network
• Utilized Rapid7 for vulnerability management and security analytics, performing regular scans and assessments to identify and mitigate potential security risks across endpoints
• Managed employee workstations, including setting up new accounts, configuring desktops, and ensuring compliance with internal IT policies
• Troubleshot and resolved common operating system issues on Windows 10 and 11, optimizing user experience and system performance

- Asset Management

• Implemented Asset Management practices, tracking, updating, and maintaining an inventory of all hardware and software assets, ensuring accurate asset allocation and compliance with organizational policies
• Installed, configured and maintained computer systems and network connections.
• Maintained detailed documentation of support interactions, ensuring valuable insights are preserved for future reference and analysis.

- Troubleshooting and Incident Management

• Troubleshot and resolved hardware, software, and network-related issues, ensuring seamless business operations for all end users.
• Managed and prioritized service requests and incident tickets, swiftly addressing urgent issues to minimize downtime
• Tracked and documented customer interactions in customer relationship management system to maintain accurate records.

- User Management

• Led the onboarding process by creating user accounts and assigning necessary permissions, enforcing group policies in Active Directory and Azure portal, and providing desktop setup support.
• Managed license assignments, user access, and security settings for enterprise applications like Microsoft 365

- IT Support

• Provided comprehensive support for enterprise applications, including Microsoft Outlook, Teams, Exchange Online, and OneDrive, resolving issues related to emails, user access, and collaboration tools.
• Configured hardware, devices, and software to set up work stations for employees
• Enhanced user experience by providing comprehensive troubleshooting guidance for various software and hardware systems.
• Created and updated troubleshooting guides for the knowledge base to streamline issue resolution for end users
• Optimized internal workflows to expedite incident escalations, leading to faster problem-solving efforts from specialized teams.
• Managed high-priority tickets with professionalism, ensuring timely resolutions while maintaining excellent rapport with clients.

- Automation

• Utilized PowerShell scripting to automate the creation of bulk user accounts in Windows Server, streamlining administrative tasks and improving operational efficiency.

• Addressed and resolved customer inquiries and issues related to product returns, sales, and fulfillment, ensuring a smooth and efficient resolution process
• Identified critical customer concerns and escalated to the appropriate personnel, ensuring timely and effective solutions
• Managed product returns, sales transactions, and distribution through systems such as SAMS, Isell, and MHS, ensuring accurate processing and customer satisfaction
• Served as a key communication bridge between the service office, CR Manager, and customers, facilitating seamless information flow for issue resolution
• Handled cash and card payments with precision, ensuring reliability, accuracy, and a friendly, customer-focused experience during each transaction
• Recorded detailed customer interaction data in the system to facilitate continuous improvement in the customer shopping experience and product/service offerings
• Ensured a positive and seamless final touchpoint for customers, contributing to an overall enjoyable and satisfactory IKEA shopping experience
• Worked proactively to resolve issues and exceed customer expectations, ensuring high customer satisfaction and retention
• Led a team responsible for addressing escalated complaints, resulting in higher resolution rates.
• Analyzed customer feedback and implemented strategies to improve customer experience.
• Improved customer satisfaction by addressing concerns promptly and providing effective solutions.
• Conducted regular performance reviews for continuous improvement in customer service delivery.