Binod Neupane
Sydney,NSW
Summary
Results-driven IT Support Officer with over 2 years of experience delivering professional technical support to clients. Proficient in troubleshooting technical issues, setting up software and hardware configurations, and providing top-notch customer service. Demonstrated track record of improving client satisfaction levels and efficiently resolving intricate technical challenges.
Overview
3
3
years of professional experience
1
1
Certification
Work History
NATIONAL ICT SERVICE DESK OFFICER
Calvary Health Care
10.2022 - Current
- Provide Level 1 and Level 2 support to 18,000+ users including medical professionals, volunteers, and administrative staff across hospitals, aged care centres, rehab, ICU, and community services nationwide.
- Resolve up to 50 tickets daily using Jira and internal systems, ensuring adherence to SLA and KPI targets.
- Offer remote support using tools such as TeamViewer , delivering resolutions via phone, face-to-face, and ticketing platforms.
- Triage and escalate complex incidents to subject matter experts or appropriate ICT teams.
- Configure and manage user accounts in Active Directory and Exchange , including account creation, modification, deactivation, and access permissions.
- Administer and assign Office 365 (F3, E3) licenses using Microsoft 365 Admin Center; support MFA setup for enhanced security.
- Support and maintain SharePoint Online and on-prem environments including the creation of custom document libraries and team sites.
- Use Microsoft Intune to deploy, manage, and monitor compliance of endpoint devices.
- Resolve hardware issues (laptops, desktops, printers, scanners, network gear, mobile devices).
- Deliver high-level support for Citrix platform and monitor Active Directory using AD Audit Plus .
- Maintain comprehensive issue documentation and contribute to internal knowledge base and user guides.
- Participate in national ICT on-call roster providing after-hours support.
IT HELPDESK SUPPORT - LEVEL 1
Life Byte System Pty Ltd
04.2022 - 10.2022
- Served as the first point of contact for technical support, addressing hardware/software issues and escalating unresolved problems.
- Performed password resets, account provisioning, and access control using Active Directory .
- Provided remote support via TeamViewer and guided users through technical issues step-by-step.
- Supported onboarding activities including workstation setup and system access for new staff.
- Maintained accurate records of user interactions and troubleshooting steps.
- Used ServiceNow and Jira for ticket tracking and issue resolution.
- Created basic user documentation and FAQs for recurring issues.
- Worked well in a team setting, providing support and guidance.
- Passionate about learning and committed to continual improvement.
Education
Professional Year - Australian Business Culture and Environment, Achieving Career Success, Australian Workplace Skills and Professional Business Communication
Performance Education
Sydney, NSW10.2022
Master of Information Technology - Network and Security
Central Queensland University
Sydney, NSW03.2021
Bachelor of Computer Science - Programming and Software Development
Tribhuvan University
Sydney, NSW10.2018
Skills
Cloud & Systems Administration:
- Office 365 Applications (Exchange Online, SharePoint, OneDrive, Teams)
- Active Directory Administration (User/Group Management, Permissions, Group Policies)
- Windows Server Management (User Access, File Services, System Updates)
- Enterprise Application Integration and Support
- Citrix System Management and Troubleshooting
Device & Endpoint Management:
- Microsoft Intune (MDM Implementation, Device Compliance, App Deployment)
- Desktop, Laptop, and Mobile Device Configuration and Maintenance
- Printer Operations and Print Management across enterprise environments
Security & Monitoring:
- Multi-Factor Authentication (MFA) Setup and Support
- Antivirus Software Management and Endpoint Protection
- System Monitoring and Logging (eg, AD Audit Plus, Server Logs)
Support Tools & Ticketing:
- Jira Ticketing Management (Issue Tracking, SLA Monitoring)
- Remote Support Tools (TeamViewer, AnyDesk)
- Service Desk Operations aligned with ITIL standards
Certification
- Microsoft Certified Azure: Fundamental AZ-900
- ITIL 4 Foundation Certification
- Cisco Certified Network Associate, ongoing
Hobbies and Interests
- Travelling (Been to different places in Nepal)
- Playing Cricket (Leading the team as Captain in IT Cup)
- Watching Movies
- Machine Learning
Timeline
NATIONAL ICT SERVICE DESK OFFICER
Calvary Health Care
10.2022 - Current
IT HELPDESK SUPPORT - LEVEL 1
Life Byte System Pty Ltd
04.2022 - 10.2022
Professional Year - Australian Business Culture and Environment, Achieving Career Success, Australian Workplace Skills and Professional Business Communication
Performance Education
Master of Information Technology - Network and Security
Central Queensland University
Bachelor of Computer Science - Programming and Software Development
Tribhuvan University
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