Hari Upreti

Sydney,NSW

Summary

Detail-oriented team player with strong organizational skills and one year of experience in IT. Capable of managing multiple projects simultaneously with great accuracy. Proficient in various technologies such as Office 365 Admin, Active Directory, Windows Server 2016, Microsoft Entra ID, Microsoft Intune Virtualization, and CISCO Networking. Seeking a professional environment to utilize my skills and experience in contributing to the achievement of company goals.

Overview

years of professional experience

Certification

Work History

IT help desk

Foursquare Migration

Sydney

04.2023 - Current

Providing first line support for our managed services clients through phone, email, in-person, Zendesk ticketing system or remotely using Team Viewer, RDP, and Quick assist
Escalated unresolved support cases to Level 2 or higher as needed, ensuring timely and effective resolution of issues considering the Service Level Agreement (SLA)
Basic windows troubleshooting such as password recovery, slow computer fixing, BIOS setup, Imaging, and Blue Screen of Death (BSOD)
Administered user access through Active Directory, configured Group Policies, and maintained DHCP and DNS services for network stability
Managed user permissions and security with Microsoft Entra ID, including implementing Multi-Factor Authentication (MFA) for enhanced security measures
Supported Office 365 services such as Exchange for email configuration, Teams for collaboration, SharePoint for document management, and OneDrive for file storage
Provided support for users with Outlook including configuring email accounts, mailbox delegation and shared mailbox access, and setting up email signatures
Enrolled devices, deployed software updates, and enforced security policies using Microsoft Intune to maintain device compliance
Resolved SharePoint issues, such as managing access permissions, fixing document synchronization problems, configuring sites, and addressing integration issues with other Office 365 apps
Resolved printer and scanner issues including paper jams, driver problems, network connectivity, configuration issues, low toner, and incorrect printer settings
Managed Windows deployment and imaging processes across multiple devices, ensuring consistent system setups and upgrades
Implemented backup solutions including Windows Backup, Azure Backup, and RAID configurations, ensuring data integrity and business continuity
Demonstrated good knowledge of Request Management, Change Management, Risk Management, and other ITSM disciplines.

Customer Service Representative

Sushi Rolling

Sydney

03.2020 - 04.2023

Operated Point of Sale (POS) systems to process transactions, manage customer orders, and manage cash and EFTPOS payments, ensuring accurate and timely service
Conducted training sessions for new employees on POS systems and other technology platforms, equipping them to proficiently manage the technical aspects of their roles
Managed more than 150 customers per shift, providing excellent customer service
Remained calm and composed during demanding situations, including customer dissatisfaction
Demonstrated the ability to work under pressure, both as part of a team and independently, to complete tasks efficiently.

Education

Bachelor of Information Technology (Networking and System Computing) -

Victoria University

Sydney, NSW

11.2023

Skills

Windows 8/10/11: Installation and Upgrades User Account Management Security and Compliance Management Patch Management and Updates
Windows Server 2016/2019: Active Directory, Group Policy, DHCP, DNS, and file server
Microsoft Entra ID: User management, Group management, Access management, Multi-Factor Authentication (MFA), security monitoring
Office 365 Administration: Active Directory, Multi-Factor Authentication (MFA), Exchange, Teams, SharePoint, OneDrive, Skype for Business, licensing
Microsoft Intune and SCCM: Device enrolment, software updates, app deployment, policy configuration
Basic Networking: Knowledgeable in LAN, WAN, TCP/IP, and AP configuration, VLAN configuration, network cabling, patch panel
Ticketing System: Zendesk
Printer and Hardware Support: Installation, configuration, troubleshooting, maintenance
Windows Rollout and Imaging: Deployment, imaging, upgrades
Backup and Restore: Windows Backup, Azure Backup, RAID, cloning, imaging
Microsoft Applications: Word, Excel, Outlook, PowerPoint

Remote Support Tools: Remote Desktop Protocol (RDP), TeamViewer, Quick Assist
Virtualization: VMware ESXi, Hyper-V
Ability to prioritise and plan workload to meet deadlines
Diligence, strong time management, and excellent customer service skills
Analytical and strong critical thinking skills
Dedicated team collaboration and great interpersonal skills
Holding the NSW Provisional License (red P)
Friendly, Positive Attitude
Teamwork and Collaboration
Customer Service