DRISHYA ADHIKARI
Sydney,NSW
Summary
Results-driven IT support professional with a solid background in Microsoft 365, Office 365, Windows Server 2016, and Microsoft Azure, along with Network Troubleshooting Skills. Proven expertise in providing efficient technical support, resolving issues promptly, and ensuring optimal IT functionality. Seeking a challenging IT support role to leverage technical acumen, problem-solving skills, and dedication to enhance organizational IT efficiency and contribute to team success.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support
Vivid Geeks
Sydney, NSW
11.2022 - 12.2023
- Handled Help Desk Ticketing Systems such as Freshdesk, and Jira as per the Service Level Agreements (SLA)
- Provided Remote Desktop Protocol (RDP) support using applications like Remote Desktop Connection and TeamViewer for on-site and external users
- Addressed issues with microphones, cameras, speakers, and Microsoft Teams, including creating channels and managing groups
- Administered tasks on Microsoft Office 365, providing new user roles, assigning licenses, and managing email addresses, passwords, and security clearances
- Troubleshot and resolved various Windows 8/10/11 issues, addressing concerns such as BSOD, driver updates, network problems, and backup processes
- Installed and configured both hardware and software, ensuring connectivity to domain networks and servers, including Ethernet cable connections between PCs and patch panels
- Managed Windows, and Linux OS and their respective command line
- Administered Microsoft 365, Office 365, Google Workspace Admin console
- Competent knowledge of TCP/IP, LAN/WAN, OSFP routing protocol, Switching, VPN, APs, and cabling
- Solved hardware problems (Printers, Laptops, Computers, Projectors)
- Transferred a local server to Azure for user support, implemented multi-factor authentication, enabled self-password resets, and set up Azure storage accounts
- Executed software deployment and synchronized on-premises account with Azure, utilizing server backup software and managing DNS, DHCP, and file server resources in Active Directory Domain Services (ADDS)
- Created and managed user/contractor accounts, resolved account issues, and implemented group policies for enhanced security
- Managed Detecting, Removing, and Preventing Viruses.
Customer Service Manager
Food Works Local
Tennyson point, NSW
08.2021 - 10.2022
- Assigned to engage with customers via various channels, ensuring a professional and courteous demeanor and maintaining clear and concise communication
- Evaluated the reports recurring issues or trends for management review
- Handled Microsoft 365, Google Workspace Admin Console, Office 365, and Windows 10
- Proficiently operated point-of-sale (POS) systems and Electronic Funds Transfer at Point of Sale (EFTPOS) terminals as well as troubleshooting
- Installed, and configured computer hardware operating systems and applications and assisted in Remote System troubleshooting (Skype, MS Teams, Team Viewer)
- Successfully uplifted sales by 13.4% through strategic initiatives and effective implementation of sales strategies during my tenure.
IT Engineer
Echo Innovators
Kathmandu, Nepal
12.2018 - 09.2019
- Configured routers, switches, firewalls, VPNs, and other network devices
- Installed, updated, and configured software applications, ensuring compatibility and functionality
- Maintained detailed documentation of IT procedures, configurations, and issue resolutions
- Provided first-level technical support, troubleshooting hardware and software issues
- Monitored and managed network infrastructure, addressing connectivity issues and ensuring data integrity
- Diagnose and repair hardware malfunctions, including desktops, laptops, and peripherals
- Handled Microsoft 365, Google Workspace Admin console, Office 365, and Windows 10
- Played a pivotal role in enhancing operational efficiency and optimizing technological infrastructure, contributing significantly to the overall success of the organization.
Education
Master of Information Technology (Networking & Information Security) -
Central Queensland University (CQU)
Bachelor of Computer Science & Information Technology (B.Sc. CSIT) -
Tribhuvan University (T.U)
Skills
- Help Desk Ticketing System & SLA: Freshdesk, Jira
- Remote Support: MS Teams, Skype, Team Viewer, RDP, Zoom
- Windows, and Linux OS and their respective command line
- Microsoft 365, Office 365, Google Workspace Admin console
- Windows 8/10/11 troubleshooting (Booting, Update, BSOD, File System, Deployment, Rollover, Multiple Screen Imaging)
- Competent knowledge of TCP/IP, LAN/WAN, OSFP routing protocol, Switching, VPN, APs, and cabling
- Hardware Troubleshooting (Printers, Laptops, Computer, Projectors)
- Microsoft Azure: Active Directory, Virtualization, and Resource Management
- Azure Active Directory: Account Creation/ Deletion, Password Reset
- Detecting, Removing, and Preventing Viruses
- Windows Server 2016 (ADDS, AD Domain & Trust, Group Policy, DHCP, DNS, and Print Server)
- Strong Communication & Customer Support (Written/verbal)
- Documentation
- Analytical & Critical thinking
- Maintaining composure in high-pressure situations, such as system outages or critical incidents
- Multitasking & Professionalism
Certification
- Google Technical Support Fundamentals (Coursera, 2023)
- IT Ticket Management with Typeform (Coursera, 2023)
- Introduction to Google Workspace Administration (Coursera, 2023)
- CCNA (Cisco Certified Network Associate) (200-301) on progress
References
Reference available upon request
Timeline
IT Support
Vivid Geeks
11.2022 - 12.2023
Customer Service Manager
Food Works Local
08.2021 - 10.2022
IT Engineer
Echo Innovators
12.2018 - 09.2019
Master of Information Technology (Networking & Information Security) -
Central Queensland University (CQU)
Bachelor of Computer Science & Information Technology (B.Sc. CSIT) -
Tribhuvan University (T.U)
Similar Profiles
HariniPriya VasuHariniPriya Vasu
Data Analyst Intern at Geeks for GeeksData Analyst Intern at Geeks for Geeks
JAMES NDUNGUJAMES NDUNGU
Security Guard at MRI GeeksSecurity Guard at MRI Geeks
Blesson JoyBlesson Joy
Account Manager at GEEKSAccount Manager at GEEKS