DIPENDRA BISTA
Sydney,NSW
Summary
Resourceful IT support technician with 3 years plus of experience expertly delivering crucial troubleshooting and technical issue resolution for improved organizational efficiency. Positive, end-user focus on documenting and fielding troublesome hardware and software service requests. Active support for tailored IT deployment and management needs. Seasoned professional at scanning for necessary organizational and regulatory compliance, security flaws and upgrade challenges.
Overview
4
4
years of professional experience
Work History
IT Support Engineer
Altius Group
Sydney, NSW
04.2022 - 03.2023
- Logging all tickets as well as service requests and collecting the required information through an effective incident management system
- Escalating incidents and requests beyond the scope of L1/L2 to Level 3 Support teams in a timeline manner
- Set up new devices for new users, receive equipment from departing users, and format departing equipment for future use,
- Providing application support by installing operating systems, Microsoft 365 Applications, and other enterprise applications
- Unlocking the user accounts and resetting the passwords, performing troubleshooting duties for end users
- Troubleshoot issues related to Microsoft 365 Applications like Outlook, OneDrive and Exchange Online
- Demonstrating the customer service skills such as actively listening to customers to understand each issue and situation, providing proper follow-up and status update
- Provides on-site and remote end-user services, including helpdesk and technical support services.
Desktop Support Technician
Iocane pty ltd
Sydney, NSW
07.2020 - 01.2021
- Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
- Lent technical support, consulting and implementation services to maintain system performance thresholds.
- Resolved service requests by individually troubleshooting and addressing user issues.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Information Technology Help Desk Technician
Black and White Accounting Solutions
Sydney, NSW
02.2019 - 06.2020
- Created new accounts, reset passwords and configured access to servers and file management software for users.
- Researched issues on various computer systems and databases to determine resolutions to problems and answer inquiries.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Devised incisive workarounds and resolutions for IT-related problems.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Increased overall company performance through improved IT uptime and cost reductions.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
Education
Certificate IV in Business - Professional Year Program
Navitas Professional
07.2022
Bachelor’s degree - Information Technology, Business Information Systems
Australian Institute of Higher Education
07.2020
Skills
- Technical Troubleshooting
- Customer Support Needs Assessment
- Help Desk Support
- Problem-Solving
- Defect Analysis and Resolution
- Highly Professional
- Verbal and Written Communication
- Technical Documentation
- Application Installations
- Critical Thinking
- Good Work Ethic
- Relationship Building
- Microsoft Windows and Office
- Software Installation and Maintenance
- Hardware Installation and Maintenance
- Supervision & Leadership
Timeline
IT Support Engineer
Altius Group
04.2022 - 03.2023
Desktop Support Technician
Iocane pty ltd
07.2020 - 01.2021
Information Technology Help Desk Technician
Black and White Accounting Solutions
02.2019 - 06.2020
Certificate IV in Business - Professional Year Program
Navitas Professional
Bachelor’s degree - Information Technology, Business Information Systems
Australian Institute of Higher Education
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