Arbin Raj Karki

• Managed and resolved support tickets related to telecommunication issues, including phone service carrier problems.
• Ensured all customer tickets were addressed within the agreed SLA time period.
• Created and generated comprehensive blitz reports detailing ticket statuses, trends, and resolution times.
• Collaborated with technical teams to resolve network-related issues and minimize downtime.
• Utilized SharePoint to efficiently manage and track inventory for mobile devices and accessories.
• Streamlined the order process to ensure timely processing of inventory requests.
• Maintained clear and professional communication with end-users regarding ticket status and issue resolution.
• Identified recurring issues and recommended process improvements to enhance service delivery.
• Worked closely with IT, vendor management, and procurement teams to handle mobility service requests.

• Ensure the proper functioning of all Services.
• Manage the asset database, build and execute purchase plans and manage vendors.
• Follow up on the budget planning, report on the actuals and analyse the data from
the providers.

• Creating collaborative teams to work on different projects between the company’s
employees and vendors.
• Administrating security-related alerts and ensuring security in the company system.
• Managing, monitoring and resolving tickets using a ticketing system.
• Collaborating and coordinating with external vendors to implement company
projects.
• Escalating incidents and requests beyond the scope of L1/L2 to Level 3 Support
teams in a timeline manner.
• Working on internal asset management, keeping the track of assets, labelling them,
managing, and liaising with external vendors for hardware support.
• 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, Microsoft 365
Applications, and other enterprise applications.
• Liaising with outsourced and external IT companies to ensure all issues are dealt
with in a timely manner.