Dhruba Karki
Sydney,NSW
Summary
Results-oriented IT Support and Network Engineer with 2+ years of expertise in Microsoft 365 E5, Intune, Azure AD, CISCO Meraki networks, and endpoint security. Proven ability to manage Meraki network infrastructure, including VLAN setup and firewall configurations. Renowned for delivering exceptional customer support within SLA targets, adeptly navigating ticketing systems like Freshdesk while ensuring seamless onboarding and offboarding experiences. Experienced with network design, implementation, and maintenance. Utilizes advanced troubleshooting techniques to resolve technical issues efficiently. Knowledge of network security protocols and best practices ensures robust and secure system performance.
Overview
3
3
years of professional experience
Work History
IT Systems and Network Administrator
PFD
06.2024 - 04.2025
- Streamlined onboarding and offboarding processes using Microsoft 365, Windows Server, Microsoft- Intune, and AD, enhancing identity lifecycle management efficiency.
- Accelerated onboarding by 20% through automated provisioning workflows leveraging dynamic group policies and rules.
- Expertly deployed and managed devices with Microsoft-Intune, ensuring seamless device enrollment and strict adherence to security protocols.
- Optimized SharePoint configurations for permissions and document libraries, significantly improving team collaboration and user engagement.
- Administered user accounts and security settings via Active Directory and Azure AD, implementing robust access policies with multi-factor authentication (MFA).
- Managed Windows Server and Microsoft 365 services—including Exchange Online, OneDrive, Teams, and Security Centre—ensuring peak operational performance.
- Provided top-notch technical support and network troubleshooting within SLAs (95%+ compliance), utilizing diagnostic tools for swift issue resolution.
- Established secure VPNs for remote access across multiple sites, bolstering infrastructure security measures.
- Configured Meraki firewalls, access points, routers, and VLANs to create a segmented network architecture that enhances compatibility and performance.
- Supported the 3CX telephony system setup including SIP configurations and call routing for optimal communication flow.
- Ensured reliable backup solutions for Microsoft 365 with CloudAlly platform to safeguard critical data integrity.
- Drove proactive communication by consistently updating stakeholders on system performance metrics and incident resolutions.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
IT Support & Systems Administrator
Takeo Tech
12.2021 - 01.2023
- Managed user lifecycle (provisioning, onboarding/offboarding) in Azure AD, Intune, and Microsoft 365, ensuring effective identity management.
- Set up VPN solutions and implemented tunneling concepts to secure remote connectivity across multi-site networks.
- Deployed compliance and security policies across devices via Intune and GPOs, enhancing endpoint management.
- Automated Teams configuration and maintained endpoint management across hybrid environments, improving user experience.
- Provided remote and onsite support via Freshdesk, TeamViewer, and AnyDesk — achieving 99% SLA rate, demonstrating strong communication skills.
- Troubleshot VPN, router, switch, and network connectivity issues including VLAN and access points, using diagnostic tools for effective resolution.
- Conducted knowledge transfer sessions during onboarding for 50+ employees, covering core Microsoft 365 products and tools to ensure smooth adoption and productivity.
- Maintained technical documentation and internal knowledge base, ensuring detail-oriented support for future troubleshooting.
- Proactively identified potential security vulnerabilities and recommended solutions to enhance overall system integrity.
- Collaborated with cross-functional teams to differentiate user needs and implement effective technical solutions.
- Extensive experience in providing technical support and troubleshooting for various IT systems.
- Proven ability to effectively communicate with clients and colleagues, ensuring efficient and timely resolution of technical issues.
- Demonstrated proficiency in managing and maintaining hardware, software, and network infrastructure.
Education
Masters - Information Technology
King's Own Institute
Sydney, NSW01.2025
Bachelor - Computer Science and Software Engineering
University of Bedfordshire
Luton, UK09.2020
Skills
- Proficient in Microsoft 365 E5
- Proficient in Azure AD administration
- Endpoint threat management
- Building industry connections
- Technical documentation
- Thorough in quality assurance
- Proficient time management
- Backup and recovery strategies
- Microsoft Intune oversight
- Meraki network management
- Windows Server management
- Support resolution skills
- Strong verbal communication
- Forward-thinking
- Software setup and configuration
- Router configuration
- Server management
- VPN configuration
- Firewall management
- IP addressing
- VoIP systems
- ITIL framework
- Windows server
- VPN configurations
- CompTIA A certification
- Network troubleshooting
- System administration
- Technical support
- Customer support
- Hardware and software monitoring
Timeline
IT Systems and Network Administrator
PFD
06.2024 - 04.2025
IT Support & Systems Administrator
Takeo Tech
12.2021 - 01.2023
Masters - Information Technology
King's Own Institute
Bachelor - Computer Science and Software Engineering
University of Bedfordshire
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