Bibesh Paka Shrestha
Blacktown,NSW
Summary
Adaptable and detail-oriented IT professional with hands-on experience in managing network infrastructure, troubleshooting system issues, and optimizing cloud technologies. Skilled in configuring and maintaining Microsoft 365, Active Directory, and azure cloud services. Adept at handling ticket management systems for efficient issue resolution. Possesses strong communication and problem-solving skills, and a collaborative approach to teamwork, with a focus on continuous learning and development.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented IT support with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge.
Overview
3
3
years of professional experience
Work History
IT Support Specialist
Nextwave MSP
09.2024 - Current
- Provided technical support to end users through phone, email, and in-person assistance.
- Troubleshooted computer hardware and network devices, performing upgrades and part replacements as needed.
- Created, managed, and resolved tickets in ticket tracking software in alignment with Service Level Agreements (SLAs).
- Configured and troubleshooted user accounts and permissions within Microsoft Office 365 and Active Directory.
- Managed Microsoft Azure and Azure AD, supporting hybrid infrastructure environments.
- Onboarded users, managed security groups, and configured necessary access permissions.
- Set up and supported cloud services such as Microsoft Exchange, SharePoint, and AWS.
- Configured and troubleshooted various printers, scanners, and multifunction devices.
- Monitored backups, ensured data integrity, and facilitated timely data recovery.
- Implemented and supported VPN solutions to ensure secure remote access for users.
- Administered VMware and Hyper-V virtualisation environments, optimizing resource allocation.
- Prepared network documentation and contributed to the knowledge base for troubleshooting and reference.
- Used ticketing systems to manage and process support actions and requests.
- Managed high levels of call flow and responded to technical support needs.
- Installed and configured operating systems and applications.
- Configured hardware, devices, and software to set up work stations for employees.
IT Helpdesk Support
Next Gen IT
01.2024 - 07.2024
- Set up laptops and desktop computers for end users.
- Assisted in diagnosing and troubleshooting technical issues across various devices.
- Escalated unresolved issues to higher-level support teams when necessary.
- Installed, configured, and updated software applications based on user requirements.
- Assisted in managing user accounts and performing password resets for system access.
- Maintained inventory records and conducted hardware and software audits.
- Provided basic network troubleshooting and resolved connectivity issues for users.
- Supported remote users by offering technical assistance and troubleshooting via remote access tools.
Customer Service Attendant
My Muscle Chef
03.2022 - 10.2023
- Handled customer queries regarding meal plans, nutrition, delivery, and product details through phone, email, or live chat.
- Assisted customers with placing, modifying, or cancelling orders and addressed any delivery issues.
- Addressed customer complaints, resolved issues promptly, and ensured customer satisfaction.
- Escalated unresolved and complex issues to the manager.
- Worked closely with other departments, such as logistics, marketing, and product development, to ensure optimal customer satisfaction.
- Updated and maintained customer records, including order histories and communication logs.
- Processed payments via cash, cards, or cheques and provided accurate change to customers.
Education
Bachelor in IT - Information Technology
Federation University Australia
Sydney, NSW06-2024
Skills
- Windows Server 2019
- MacOS
- Microsoft Office 365
- RMM
- Microsoft Azure
- Active Directory
- DHCP
- DNS
- TCP/IP
- Router
- Switches
- Hyper-V
- VMware
- Kaseya
- Windows Backup
- Office 365 Backup
- Altaro
- IDrive
- Technical troubleshooting
- Ticket management
- Remote support
- Issue troubleshooting
- User support
- Application installations
Languages
English
Core Abilities
- Communication
- Problem-Solving
- Adaptability
- Customer Focus
- Teamwork
- Attention to Detail
- Time Management
- Leadership
- Critical Thinking
- Continuous Learning
Timeline
IT Support Specialist
Nextwave MSP
09.2024 - Current
IT Helpdesk Support
Next Gen IT
01.2024 - 07.2024
Customer Service Attendant
My Muscle Chef
03.2022 - 10.2023
Bachelor in IT - Information Technology
Federation University Australia
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