Summary
Overview
Work History
Education
Skills
Soft Skills
Accomplishments
Timeline
Generic

Biswas Bista

Adelaide,SA

Summary

Enthusiastic and customer-focused IT Support Officer with hands-on experience providing first-level technical support in enterprise environments. Proficient in resolving hardware, software, and network-related issues, managing IT assets, and delivering exceptional end-user support. Adept at working in ITIL-aligned frameworks, with strong capabilities in Active Directory, Microsoft Entra, Intune, and remote support tools. Passionate about leveraging technology to drive operational efficiency and ensure seamless business continuity.

Overview

2
2
years of professional experience

Work History

Infrastructure and Desktop support

Keolis Downer
12.2022 - Current
  • Delivered Level 1/2 technical support to staff and clients across hardware, software, and network systems, ensuring minimal downtime.
  • Installed, configured, and supported operating systems and standard enterprise applications.
  • Diagnosed and resolved incidents involving desktops, laptops, mobile devices, printers, and peripheral hardware.
  • Managed user accounts via Active Directory, handling onboarding/offboarding and access control.
  • Performed enrolment and deployment of IT assets, including imaging and configuring laptops/desktops and mobile devices using Microsoft Intune.
  • Participated in quarterly server patching in compliance with SA cybersecurity policies.
  • Maintained IT asset registers, tracked inventory, and ensured secure disposal of obsolete equipment.
  • Assisted the ICT team in systems maintenance, contributing to server management and infrastructure support.
  • Authored internal documentation, SOPs, and user guides for the IT knowledge base.
  • Provided training and mentorship to new IT interns, supporting their onboarding and skill development.

Education

Master of Business - Information System

Torrens University
Adelaide, SA
08.2021

Skills

  • Microsoft 365 Admin (Entra & Intune)
  • Active Directory / Group Policy (Win server 2016, 2022)
  • Exchange online, Exchange online, Microsoft Teams, Office Suite products
  • Remote Desktop & End-User Support (RDP, VPN)
  • Incident Management (ServiceNow, Jira)
  • ITIL Framework / Ticketing Systems
  • Hardware Deployment (Laptops, Desktops, MFDs)
  • Active Directory roles (DHCP, DNS, IPAM, DFS, etc)
  • Printer Support (Canon MFDs / Azure Cloud Printing)
  • Server Patch Management / Compliance (CIS Benchmark framework)
  • Technical Documentation / Knowledge Base Creation
  • Customer Service & Communication Skills
  • Friendly, positive attitude
  • Teamwork and collaboration
  • Customer service
  • Problem-solving
  • Attention to detail
  • Time management
  • Flexible and adaptable
  • Organizational skills
  • Active listening
  • Excellent communication
  • Multitasking
  • Computer skills

Soft Skills

Team Collaboration

Computer Skills

Accomplishments

  • Resolved over 95% of support tickets within SLA and without escalation, contributing to improved user satisfaction and reduced escalation rates
  • Created and maintained over 25 technical documentation pieces and KB articles, enhancing internal knowledge sharing and reducing repetitive queries.
  • Managed over 200 IT assets, improving lifecycle tracking and reducing equipment downtime through proactive maintenance.
  • Streamlined new hardware deployment process, reducing device setup time by 30% using automation scripts and Intune policies

Timeline

Infrastructure and Desktop support

Keolis Downer
12.2022 - Current

Master of Business - Information System

Torrens University

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Biswas Bista