Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Adity Shrestha

Allawah,NSW

Summary

Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Possesses knowledge of standard operating systems and networking protocols.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Service Desk Analyst

Goodman Fielder
04.2023 - Current
    • Providing Level 1 and Level 2 support to internal customers through emails, phone, ticketing system and face-to-face settings
    • Served as the primary point of contact for all IT-related queries within the organization, directing users to appropriate resources when necessary.
    • Assisting customers and team members with computer and printer setup, as well as software and application installation
    • Logging all service desk interactions through Jira ticketing system
    • Maintained detailed documentation of incidents and resolutions, aiding future troubleshooting efforts.
    • Supported a diverse range of users across multiple locations by addressing software, hardware, and network issues effectively.
    • Assisted in training new team members on service desk procedures, tools, and best practices.
    • Consistently met or exceeded key performance indicators related to service quality and response times.
    • Contributed to knowledge base articles, sharing expertise with colleagues and improving overall team capabilities.
    • Created user accounts and assigned permissions.
    • Provided after-hours support as needed to minimize business impact
    • Monitored system performance to identify potential issues.
    • Conducted regular reviews of service desk metrics to identify areas for improvement and implement enhancements accordingly.
    • Coordinated hardware replacements/upgrades when necessary for end-user devices.
    • Enhanced customer satisfaction by providing timely, accurate, and empathetic support.
    • Proactively identified recurring issues and worked with relevant departments to implement solutions.
    • Developed strong working relationships with vendors to expedite issue resolution and maintain optimal system performance.
    • Participated in IT projects as needed, providing valuable input from a service desk perspective to ensure seamless integration with existing systems.
    • Escalated critical incidents appropriately while maintaining clear communication throughout resolution process.
    • Managed high-volume ticket queues efficiently, prioritizing urgent requests for prompt attention.
    • Improved service desk efficiency by streamlining processes and implementing best practices.
    • Reduced ticket resolution times with thorough troubleshooting and effective communication skills.
    • Passionate about learning and committed to continual improvement.
    • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
    • Applied effective time management techniques to meet tight deadlines.
    • Regularly participating in team round forums focused on process improvement
    • Basic administration of Cisco CUCM (Cisco Unified Communications Manager)
    • Regularly contributing to internal KB in a rapidly changing technology landscape
    • Responsible for a variety of administrative tasks such as employee account management while adhering to internal IT Security processes
    • Monitoring end devices such as PCs and laptops while preparing documentation
    • Maintaining an average SLA adherence

IT Support Engineer

Scott's Refrigerated Logistics
08.2022 - 03.2023
  • Provided Level 1 and Level 2 support to internal customers through emails, phone, ticketing system and face-to-face settings
  • Assisted customers and team members with computer and printer setup, as well as software and application installation
  • Assisted the business with Multifactor authentication rollout campaign
  • Offered assistance in implementing and developing training programs.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Assisted in the development of IT policies, procedures, and best practices to maintain a secure computing environment.
  • Collaborated with cross-functional teams to ensure seamless integration of new systems and technologies.
  • Configured hardware and granted system permissions to new employees.
  • Assisted with updating technical support best practices for use by team.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.
  • Supported a 58 host Microsoft RDS environment with over 800 users
  • Rotated for after-hours on-call support to ensure 24x7 operations
  • Managed incident management for major incidents that occurred after hours and effectively escalated issues with comprehensive and detailed communication
  • Deployment and imaging of Laptops, thin clients, and mobility devices
  • Regularly participated in team round forums focused on process improvement
  • Basic administration of Cisco CUCM (Cisco Unified Communications Manager)
  • Regularly contributed to internal KB in a rapidly changing technology landscape
  • Assisted with MDM (Mobile Device Management) rollout and deployment alongside the infrastructure team
  • Responsible for a variety of administrative tasks such as employee account management while adhering to internal IT Security processes
  • Monitored end devices such as PCs and laptops while preparing documentation
  • Maintained and recorded the supply of IT/communications-related consumables to ensure continuity of stock
  • Monitored system alerts using Op Manger and acted accordingly
  • Maintained an average SLA adherence of 98.2
  • Responsible for managing mailbox permissions and access and troubleshooting email-related issues
  • Handled the communication across the business to provide timely updates for one of the major business outages for around 12hrs
  • Received employee of the week for outstanding performance in the service desk
  • Handed over the supervision responsibility of interns for their performance and professional development within the business during my tenure.

Team Member

Fruitezy
11.2020 - 02.2022
  • Assisted clients, and challenging situations
  • Strong knowledge of Operating POS, cash taking care of and teamwork
  • Received 80% client fulfillment rating
  • Positive response in troublesome times
  • Guide potential clients to find their prerequisites
  • Stock replenishment.

SEO Analyst

Swotah Travel & Adventure
11.2019 - 02.2020
  • On Page & off-page Optimization
  • Monitoring website traffic, search results, and developing strategies
  • Conducting keyword research using dedicated software and generating new keyword ideas
  • Generating content ideas and delegating these to the team
  • Keeping up to date with new trends and best SEO practices
  • Updating outdated content
  • Guide potential clients to find their prerequisites.

Education

Computer Networking

MIT, Charles Sturt University
01.2021

Introduction to information technology, Fundamentals of Computer Programming, Probability & Statistics, Digital logic, Discrete Logic, Discrete Structure, Microprocessor, Data Structure and Algorithms, Linear Algebra, Statistics II, Computer Architecture, Object Oriented Programming Language, Operating System, Numerical Method, Introduction to Management, System Analysis and Design, Database Management System, Computer Graphics, Introduction to Cognitive Science, Technical Writing, Computer Network, Simulation and Modelling, Design and Analysis of Algorithms, Artificial Intelligence, E-Governance, Software Engineering, Computer Design and construction, Web Technologies, Real Time System, Fundamentals of E-Commerce, Advanced Database Management System, Internet Technology, Advanced Java Programming, Project Work, Network and System Administration, Data Warehousing and Data Mining, Network Security, Cloud Computing -

B.Sc. CSIT, Sagarmatha College of Science And Technology
01.2018

Skills

  • Knowledge of Windows Server 2012, 2012R2 and 2016
  • Knowledge of TCP/IP, DHCP, DNS, Active Directory, Domain Services and Print Server
  • Ticketing System knowledge: Service Desk Plus (SDP), SCP
  • Remote control tools (RDP, TeamViewer, AnyDesk)
  • Knowledge of application support (Accellos / Capcargo/ Desktop Engine)
  • ITIL Framework Understanding
  • Knowledge of Microsoft 365 (Team, SharePoint, Outlook, One-Drive)
  • Intermediate knowledge of Microsoft Azure Portal (MFA setup, User-creation, Password reset)
  • Proficient communication skills with positive attitude
  • Customer Handling
  • Teamwork
  • Time-management
  • Proactive and Responsive to feedbacks
  • Ability to work in an adaptive and pressurized environment
  • Resilience
  • Empathy
  • Issue and Resolution Tracking
  • User Support
  • Technical Documentation
  • Account Administration
  • Call Management
  • Teamwork and Collaboration
  • Escalation management

Certification

Microsoft Azure Administrator AZ-900, 1252-8266

References

Available on request

Timeline

Service Desk Analyst

Goodman Fielder
04.2023 - Current

IT Support Engineer

Scott's Refrigerated Logistics
08.2022 - 03.2023

Team Member

Fruitezy
11.2020 - 02.2022

SEO Analyst

Swotah Travel & Adventure
11.2019 - 02.2020

Computer Networking

MIT, Charles Sturt University

Introduction to information technology, Fundamentals of Computer Programming, Probability & Statistics, Digital logic, Discrete Logic, Discrete Structure, Microprocessor, Data Structure and Algorithms, Linear Algebra, Statistics II, Computer Architecture, Object Oriented Programming Language, Operating System, Numerical Method, Introduction to Management, System Analysis and Design, Database Management System, Computer Graphics, Introduction to Cognitive Science, Technical Writing, Computer Network, Simulation and Modelling, Design and Analysis of Algorithms, Artificial Intelligence, E-Governance, Software Engineering, Computer Design and construction, Web Technologies, Real Time System, Fundamentals of E-Commerce, Advanced Database Management System, Internet Technology, Advanced Java Programming, Project Work, Network and System Administration, Data Warehousing and Data Mining, Network Security, Cloud Computing -

B.Sc. CSIT, Sagarmatha College of Science And Technology

Similar Profiles

CREATE PROFILE
Adity Shrestha