Summary
Overview
Work History
Education
Skills
Websites
Certification
Itprojects
Workstatus
Itcompetencies
Training
Accomplishments
Affiliations
Timeline
Generic

Dinesh Gurung

Senior IT Support Engineer
Casula

Summary

Senior Level 3 Technical Support Engineer with 10+ years of experience in ICT, specializing in network infrastructure, IT systems, and desktop user experience. Seeking a position in a Sydney-based organization to apply my extensive expertise and contribute to their operations. Demonstrated success in implementing, migrating, deploying, and supporting IT networks, systems, and desktop infrastructure for large enterprise clients with 2000+ users and machines. Professional IT support expert skilled in troubleshooting, system administration, and network management. Adept at driving team collaboration and adapting to dynamic environments. Known for reliability and delivering results through strong technical and interpersonal skills. Proficient with range of software and hardware solutions, ensuring seamless IT operations.

Overview

10
10
years of professional experience
4
4
Certifications

Work History

Level 3 Senior IT Support Engineer

Bluescope Australia
Sydney, New South Wales
01.2021 - Current
  • Daily interaction with customers through walk-in conversation, mobile phone calls, MS Teams calls, emails etc
  • Always have a constant communication with customers and third-party vendors when raising a PC hardware repair
  • Always communicate with customers regarding Non-standard IT requests ensuring request are fulfilled in a timely manner
  • Escalated INC tickets to Service desks as required and follow through functional reassignment reason to escalate to proposed assignment groups
  • Acknowledging INC tickets promptly and assigning to correct resolver group
  • Follow through INC process to ensure that INC are resolved by troubleshooting a given problem through applying technical analysis and problem-solving skills
  • Follow through task process to service a customer request within a reasonable timeframe
  • Carried out all service request task closures in a timely manner resulting in a better customer satisfaction and feedback
  • Carried out all INC closures in a timely manner with minimal SLAs breach resulting in a better customer satisfaction and feedback
  • Audited and participated in the maintenance and updating of the PC storage & testing room within Bluescope site
  • Organised and liaised with third party vendors for stock disposals monthly
  • Review, identify and create a Knowledge base (KB) article in SNOW for providing troubleshooting tools and techniques for L1 service desk and L2 remote support team
  • Implement Automation process and capability
  • Participate in the delivery of Tech-Bar at various Bluescope sites for providing IT hands-on support for customers
  • Maintain IT systems such as SOE and SCCM
  • Troubleshooting and testing of new Windows SOE build version
  • Analyse and provide feedback of application installation issues in new SOE Build 1.4 version
  • Faulty task sequence troubleshooting and repairing for new BSL Windows 10 20H2 Build 1.4
  • Communicate and assist end users for upgrading their PC assets from old Windows 10 build to new Windows 11 build version
  • Supporting and troubleshooting new Windows 11 PC assets rebuild using Microsoft Intune admin center and collaborating with Third party vendors for migrating PC devices to Intune management system
  • Mentor and train new or junior IT team members through their initial journey and allowing them to gain confidence in delivering and completing BAU and IT projects
  • Participate and support AWS Connect migration including providing hands-on support to end users on AWS Connect cutovers day
  • Investigate and troubleshoot IT related issues using Cloud technologies such as Azure AD Connect and Microsoft 365 admin center
  • Investigate and troubleshoot PC hardware faults remotely and monitor PC health checkup using Nexthink Finder application
  • Identify and Troubleshoot customer’s IT issues remotely using BeyondTrust Remote Support tool
  • Achieved providing IT service request tasks in a quick and efficient manner by showing exemplary customer service, initiative, teamwork, and organisational skills
  • I have also regularly supported VIP users and have provided excellent Level 3 IT services which have enabled to quickly resolve P1/P2 incidents
  • I have also engaged and worked with other third-party IT vendors in resolving IT issues with skills applied across various IT domains including PC devices, applications, mainframes, network services, system admin, printers, scanners, and cloud technologies
  • I have also completed various IT training courses thereby showing that I am a very valued Bluescope IT employee
  • Improved system stability by implementing proactive IT maintenance and monitoring procedures.
  • Mentored junior IT support engineers, fostering a collaborative environment that promoted professional growth and skill development.
  • Implemented a centralized ticketing system to track, prioritize, and resolve IT support requests more efficiently.
  • Spearheaded the development of an effective disaster recovery plan that protected vital data during unforeseen events such as power outages or natural disasters.
  • Conducted thorough root cause analyses following incidents, leading to improved preventative measures and reduced recurrence rates.
  • Developed customized training materials for staff members to facilitate knowledge retention and improve overall technical competency levels.
  • Championed IT automation initiatives that reduced manual intervention requirements and increased overall team productivity.
  • Collaborated with cross-functional teams to successfully complete large-scale technology projects on time and within budget.
  • Streamlined IT support processes, resulting in faster issue resolution times and increased customer satisfaction.
  • Evaluated emerging technologies and recommended strategic investments that aligned with organizational goals while providing long-term value for the company.
  • Developed comprehensive documentation for IT infrastructure, ensuring efficient knowledge transfer among team members.
  • Upgraded operating systems and computer software to perform compatibility with programs.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Installed and configured operating systems and applications.
  • Installed, configured and maintained computer systems and network connections.
  • Configured and tested new software and hardware.
  • Provided expert-level technical assistance to end users, resolving complex issues in a timely manner.

Senior End User Support Engineer

DXC Technology Australia
Sydney, New South Wales
03.2018 - 09.2020
  • Provided customer requests for installation, configuration, test and maintenance of hardware and software on laptop or desktop
  • Performed VIP Support as defined in the Policy and Procedures Manual
  • Assisted in the installation of software which requires desk side support
  • Analysed and troubleshoot end user hardware and software problems, including VPN remote access
  • Performed root cause analysis of equipment (Laptop, Desktop and PC peripherals) problems and provide effective diagnosis/resolutions
  • Responded to customer requests via phone, email, desk side visit in a timely and accurate manner
  • Maintained documentation of issues and their resolutions and store in Service Now knowledge base
  • Provided support to customers in system upgrades, installing workstations and other office tools
  • Performed as a liaison between end user and 3rd party vendors for Laptop, Desktop and PC peripherals warranty claims
  • Performed as 'Hands & Eyes' for network, server, network printers and related teams to assist in hardware and software issues requiring onsite support
  • Provided IT support for limited Cell Phone including synchronization and basic setup for end users (e.g
  • Mail and Skype)
  • Supported Laptop and Desktop for Video Conference rooms and lobby video monitors as required
  • Provided Asset Management controls-add and remove devices as standard asset management process
  • Created new user On boarding/Off boarding request in MS Office 365 Admin Center environment
  • Liaised with IT Service Delivery manager, Infrastructure engineer, Network engineer, Resource Delivery manager and other IT team members towards resolution of complex P1/P2 IT issues
  • Successfully exceeds client’s IT Tech Bar incident resolution thereby exceeding customer satisfaction
  • Successfully completed all Windows 10 migration projects for clients including providing excellent IT hands-on support to troubleshoot SCCM, Wi-Fi, network and desktop issues delivering IT projects in a timely manner
  • Successfully completed IT Office relocation projects for clients providing hands-on IT equipment delivery exceeding client satisfactions
  • Successfully completed new IT asset management for clients including updating IT assets records correctly thereby resulting in timely implementation of PC Refresh projects

Desktop Engineer

British American Tobacco Australia
Sydney, New South Wales
10.2017 - 12.2017
  • Supported and troubleshoot Windows 10 patch and IT hardware upgrades
  • Provided 1st and 2nd level IT support, troubleshoot, escalated, and resolved any IT desktop issues, Wireless and TCP/IP internet connectivity and printer incidents
  • Supported new software patch and hardware upgrades working together with IT Project Manager, Technical Account managers, Resource Delivery managers and other IT team members
  • Successfully implemented computer hardware rollout infrastructure for the clients ensuring client satisfaction

Network Engineer and Desktop Engineer

Green Light Australia
Sydney, New South Wales
04.2015 - 09.2017
  • Performed rack stack and commission, decommission of Cisco Router series 1921 and 2911; and rack stack and commission, decommission of Riverbed Appliance CX770M, CX1555M
  • Performed installation and configuration of Fortinet Firewall 60CX-ADSL-A and troubleshooting ADSL/DSL WAN connection issues
  • Performed implementation of Wireless devices including installation of new Wireless AP router/modems
  • Implemented break fix activities for Hitachi Data Systems
  • Conducted faulty hard drive replacements in customer Data Center environment and troubleshooting RAID arrays failures
  • Successfully implemented IT network infrastructure for the clients ensuring client satisfaction
  • Resolved Layer 1, Layer 2 and Layer 3 issues thereby eliminating network addressing and routing issues and delivering the best efficient route of data transmission

Network Engineer

Powerbits Australia Pty Ltd
Sydney, New South Wales
10.2016 - 11.2016
  • Performed switch configuration and troubleshooting and upgrading Cisco IOS images
  • Created VLAN and inter VLAN routing using SVI interfaces and IP routing
  • Implementing QOS over voice VLAN, and VPN set-up and configuration for Remote Access
  • Configured and troubleshooted physical Layer 1-2 and internet Layer 3 issues including VLAN, STP, VTP, PPPoE, and EIGRP routing issues
  • Configured and troubleshooted SonicWall firewall to implement layer 2 to layer 4 security access control between different IP subnets to outside internet access

Desktop Engineer

Lend Lease Australia
07.2016 - 08.2016
  • Provided 1st and 2nd level IT support, troubleshoot, escalated, and resolved any IT desktop issues, Wireless and TCP/IP internet connectivity and printer incidents
  • Supported new Agile IT environment working together with Technical Account managers, Resource Delivery managers and other IT team members to escalate and resolve any on site IT desktop issues
  • Resolved Cisco handsets setup issues and performed troubleshooting of Cisco IP communicator issues
  • Maintained Service Now ticketing system to open and create a new IT ticket, and working through each ticket to troubleshoot, resolve and close the tickets from the ticketing queue

IT Field Engineer

Ploy Australia
Sydney, New South Wales
11.2015 - 04.2016
  • Performed a physical ‘Wall to Wall’ audit of approximately 197 Nominated Sites with 161 unique building addresses for the Transport for NSW (TfNSW) Trains agency assets
  • Identified and capturing details on peripheral devices and where possible associate those peripheral devices to an asset tag registered EUC Asset as per Peripheral Data Elements
  • Liaised with Project manager, Resource Specialist, and other team members to escalate and resolve any on site IT Asset auditing issues

Network Engineer

NCR Australia
Sydney, New South Wales
06.2015 - 07.2015
  • Performed rack stack and commission, decommission of Cisco Switches series 6500 and 3850
  • Performed switch configuration and troubleshooting, installing, and upgrading Cisco IOS images
  • Liaised with vendors Cisco and other IT personnel for problem resolution including coordination with AXP site team and Cisco site team

Desktop Engineer

JAV IT Australia
Sydney, New South Wales
09.2014 - 03.2015
  • Coordinated installation, migration, and support of Windows 7 systems at client sites, including collaborating with Site contact, project Team leader and other IT technical support agents
  • Escalated IT technical issues to project manager and IT service help desk, track tickets resolution and document changes in the stacking plan document
  • Supported and delivered Citrix solutions for clients including Citrix XenApp and Citrix XenDesktop
  • Delivered and supported deployment of SOE4 Image deployment process at client sites, including collaborating with Site contact and IT Project coordinator and other IT technical support agents

Education

Bachelor of Information Technology -

Central Queensland University

Diploma of Information Technology - undefined

TAFE NSW

Skills

  • Intune Windows 11 migration

  • Windows 10 migration

  • Wireless VPN deployment

  • Cisco switches deployment

  • Intune admin center

  • Microsoft Office 365 Enterprise apps

  • Tech Bar support

  • Level 2 IT support

  • Level 3 IT support

  • Service NOW

  • SCCM Software Deployment

  • Azure Cloud technologies

  • Windows PowerShell

  • Wireless LAN

  • Operating system support

  • Hardware installation

  • Software deployment

  • ITIL framework

  • Desktop support

  • Technical troubleshooting

  • Application installations

  • Verbal and written communication

  • Technical support

  • Organizational skills

  • Technical documentation

  • Analytical thinking

  • Teamwork and collaboration

  • Customer service

  • Remote technical support

Certification

Microsoft Certified Professional, MCP

Itprojects

  • RF Scanner upgrade project
  • PC Refresh project
  • Canon Printer Migration project
  • Intune Windows 11 Migration and Rollout project
  • Label Printer Migration project
  • Windows 10 Migration and rollout project
  • IT Office Relocation project
  • Windows 7 Migration and rollout project
  • Microsoft Teams Telephony project
  • Microsoft D365 Deployment project
  • MES Migration project
  • Carbon Black Manual Deployment project
  • SD-WAN Migration project
  • Wireless Access Point Deployment project
  • AWS Connect Migration project
  • Cisco switches rollout and deployment project
  • Wireless VPN deployment
  • IT Auditing project
  • IT hardware Upgrades project
  • Qualys Deployment project
  • Citrix apps Deployment project
  • Windows SOE Image deployment project

Workstatus

Australian Citizenship

Itcompetencies

  • Strong experience in Intune Windows 11 migration, Windows 10 migration and rollout, IT Office Relocation, Wireless VPN deployment, Windows server deployment, Cisco switches deployment.
  • Strong experience in Microsoft Windows systems administration, support, installation, and troubleshooting using Microsoft 365 and Intune admin center.
  • Strong experience in creating a new starter and onboarding customers using Microsoft 365 admin center.
  • Strong experience in Microsoft Office 365 Enterprise apps including installation, deployment, migration, and troubleshooting.
  • Strong Tech Bar support experience providing both Level 2, and Level 3 IT support.
  • Strong experience in IT ticketing system including Service NOW.
  • Strong experience in IT Asset management tools including Service NOW.
  • Strong experience in SCCM Software Deployment for Windows 10 PCs using Microsoft Configuration Manager.
  • Strong knowledge of Azure Cloud technologies using virtual machines, subscriptions, resource groups, storage accounts and virtual networks.
  • Strong knowledge of Windows PowerShell command and features.
  • Strong experience in Cisco routing and switching troubleshooting skills at physical Layer 1&2, Internet Layer 3, ADSL/DSL, LAN, Wireless LAN, and SD-WAN connectivity issues on client site.

Training

  • ITIL v4 Foundations
  • AZ900T00 - Microsoft Azure Fundamentals
  • Microsoft MD101 - Managing Modern Desktops
  • Microsoft MS-102T00 - Microsoft 365 Administrator

Accomplishments

  • Documented and resolved [Issue] which led to [Results].
  • Collaborated with team of [Number] in the development of [Project name].
  • Supervised team of [Number] staff members.
  • Achieved [Result] through effectively helping with [Task].

Affiliations

Austarlian Computer Society

Timeline

Level 3 Senior IT Support Engineer

Bluescope Australia
01.2021 - Current

Senior End User Support Engineer

DXC Technology Australia
03.2018 - 09.2020

Desktop Engineer

British American Tobacco Australia
10.2017 - 12.2017

Network Engineer

Powerbits Australia Pty Ltd
10.2016 - 11.2016

Desktop Engineer

Lend Lease Australia
07.2016 - 08.2016

IT Field Engineer

Ploy Australia
11.2015 - 04.2016

Network Engineer

NCR Australia
06.2015 - 07.2015

Network Engineer and Desktop Engineer

Green Light Australia
04.2015 - 09.2017

Desktop Engineer

JAV IT Australia
09.2014 - 03.2015

Diploma of Information Technology - undefined

TAFE NSW

Bachelor of Information Technology -

Central Queensland University

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Dinesh GurungSenior IT Support Engineer