Summary
Overview
Work History
Education
Skills
CERTIFICATIONS
SOFT SKILLS
Websites
REFERENCE
Timeline
Generic

Dhiraj Dhakal

cragiburn,VIC

Summary

Dynamic IT professional with experience at Extratech, adept in Windows Server management and Active Directory. Proven ability to resolve technical issues swiftly while maintaining exceptional customer relations. Recognized for a strong work ethic and leadership in high-pressure environments, consistently delivering quality results and achieving an 80% customer satisfaction rating.

Overview

4
4
years of professional experience

Work History

Team Member

Coles Group
Melbourne, VIC
07.2021 - Current
  • Manage upset customers, conflicts, and challenging situations.
  • Demonstrated a strong work ethic and leadership, excelling in a fast-paced retail environment.
  • Received an average of 80% customer satisfaction rating.
  • Maintained a high level of customer service and supported team members to reach collective goals.
  • Remain calm and composed in difficult times, including intense customer displeasure.
  • Adapted to new procedures, and multitasked to ensure efficient store operations.
  • Prioritized cleanliness and accuracy, consistently delivering quality results.
  • Handle 30+ customers per shift, providing excellent customer service.

Internship

Extratech
Melbourne, VIC
11.2024 - 03.2025
  • Implemented security measures to protect data from unauthorized access.
  • Performing basic administration tasks (User creation, password reset, enable/disable account and restore deleted account linked with email account)
  • Monitored system performance to ensure optimal operations.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Resolved network connectivity issues with routers and switches.
  • Installed software applications as requested by customers.
  • Served as first point of contact for incoming technical service calls and emails.
  • Assisted customers with password resets, account unlocks, and security settings adjustments.
  • Performed routine maintenance and software updates on support tools and customer systems.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Used remote login tools to assist clients with technical and product questions.

Education

Bachelor of Information Technology - Information Technology

Victoria University
Melbourne, VIC
02-2021

Skills

  • Knowledge of Windows Server 2012, 2012 R2, and 2016 as per industry standards
  • Knowledge of operating systems, Windows 10 and 11 skills, macOS capabilities
  • IT networking proficiency: Active Directory management, DHCP configuration, DNS setup, GPO implementation, Print Server management
  • Knowledge of ticketing systems: ServiceNow
  • Knowledge of IT support tools, ConnectWise remote management, remote assistance software, TeamViewer, and AnyDesk proficiency
  • Administrative skills, Office 365 proficiency
  • Hardware troubleshooting: PCs, laptops, printers
  • General knowledge of virtualization
  • Advanced knowledge of Microsoft applications

CERTIFICATIONS

  • Microsoft Certified: Azure Data Fundamentals
  • Microsoft Azure Data Engineer Associate (DP-203)
  • Cisco Certified Network Associate ongoing

SOFT SKILLS

  • Attention to detail, time management, and customer service skills
  • Strong verbal and written communication skills
  • Always eager to learn and to work in a team
  • Ability to prioritize, and can work under pressure
  • Calmly deal with frustrated or confused users
  • Collaborate well with other IT staff and departments
  • Treat every issue like it’s important

REFERENCE

  • Available upon request

Timeline

Internship

Extratech
11.2024 - 03.2025

Team Member

Coles Group
07.2021 - Current

Bachelor of Information Technology - Information Technology

Victoria University

Similar Profiles

CREATE PROFILE
Dhiraj Dhakal