Dhiraj Pokhrel
Strathfield,NSW
Summary
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.
Overview
7
7
years of professional experience
Work History
IT Support Engineer Internship
Skyline International College
01.2024 - Current
- Used ticketing systems to manage and process support actions and requests.
- Championed end-user satisfaction surveys leading to targeted improvements in helpdesk operations.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured and tested new software and hardware.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Supported company growth through strategic planning of IT infrastructure expansions aligned with organizational objectives.
- Installed, configured and maintained computer systems and network connections.
- Established strong relationships with vendors, negotiating contracts for cost-effective hardware and software solutions.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Created user accounts and assigned permissions.
- Configured hardware and granted system permissions to new employees.
- Installed and configured operating systems and applications.
Team Leader
Gen2 Pty Ltd
08.2019 - Current
- · Assigning tasks to team members and ensuring that they are completed in a timely and thorough manner
- · Training and coaching team members to ensure that they have the skills and knowledge needed to perform their tasks effectively.
- · Monitoring the performance of team members, and providing feedback and coaching to help them improve their skills and productivity.
- · Maintaining an inventory of supplies and equipment, and ensuring that they are properly stored and maintained
- Liaising with clients to understand their requirements, and addressing any concerns or complaints that they may have
- Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
- Monitored time and attendance, enforcing compliance with company procedures relating to absenteeism.
L2 Corporate Technical Support Officer
Websurfer Nepal
08.2017 - 01.2019
- Developed user-friendly documentation for technical processes, simplifying knowledge transfer and training.
- Assisted in development of system security protocols.
- · Responding to customer inquiries and troubleshooting technical issues related to internet connectivity.
- · Resolving escalated customer issues by diagnosing the problem, identifying the root cause, and implementing a solution.
- Collaborating with other technical teams within the organization, such as network operations, engineering, and development, to resolve complex issues.
- · Documenting technical issues and resolutions in a knowledge base or ticketing system, to ensure that issues are resolved quickly and efficiently.
- · Providing proactive support by monitoring network performance and identifying potential issues before they impact customers.
- Maintaining a high level of customer satisfaction by providing timely and effective technical support.
Education
Professional Year - Australian Workplace
Australian Technical And Management College
Sydney11.2023
Master of Information Technology - Computer Networking, Network Security
Charles Sturt University
Sydney, NSW04.2021
JRP (Job Ready Program) - Computer Networking And Support
Techskill
North Strathfield, NSW02.2024
Bachelor Of Computer Application - Computer Application
Sikkim Manipal University
Sikkim India05.2015
Skills
- Network Troubleshooting
- Hardware and Software Configuration
- System Administration
- Application installations
- Data Backup and Recovery
- Device Installation
- Service Desk Team Management
- Problem-Solving
- Remote Support
- Microsoft Windows and Office
- LAN/WAN
- ITIL Knowledge
Timeline
IT Support Engineer Internship
Skyline International College
01.2024 - Current
Team Leader
Gen2 Pty Ltd
08.2019 - Current
L2 Corporate Technical Support Officer
Websurfer Nepal
08.2017 - 01.2019
Professional Year - Australian Workplace
Australian Technical And Management College
Master of Information Technology - Computer Networking, Network Security
Charles Sturt University
JRP (Job Ready Program) - Computer Networking And Support
Techskill
Bachelor Of Computer Application - Computer Application
Sikkim Manipal University
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