HIMAL BHATTARAI
Fawkner,VIC
Summary
Competent IT support specialists with excellent customer service experience having a passion for technology and a commitment to providing top-quality support to users. Strong background in troubleshooting hardware and software issues, with expertise in Windows, Servers, Cloud (Azure and 0ffice 365). Microsoft Certified and committed to continuous learning and staying up to date with the latest technology trends.
Overview
1
1
year of professional experience
1
1
Certification
Work History
IT Support Officer
Zain Real Estate
11.2022 - Current
- Responding to 30+ customer inquiries per shift via phone, email, chat, or remote support tools, and providing prompt and accurate assistance for technical issues related to software, hardware, and networks
- Diagnosing and troubleshooting technical problems by asking targeted questions to gather relevant information, analysing root cause, and guiding customers through step-by-step solutions
- Creating and maintaining detailed records of customer interactions, issues, and resolutions in ticketing system to ensure accurate and up-to-date information and escalating complex issues to higher-level support teams when necessary, ensuring seamless handover and timely resolution for customer
- Perform basics tasks in windows Server AD and Azure AD such as creating user account, group, assigning user into groups, password reset, account enable and disable, group policy management, creating personal as well as network drive and assign file permission
- Perform user admin role in MS 365 to manage user and groups, configuring user mailbox, setting up automatic replies/mail permission, and assigning licenses
- Setting up outlook for new user, assigning secondary emails, setting up signatures, auto replies, delegating and forwarding mails, and troubleshooting basics outlook issues
- Installing, configuring, and maintaining software and hardware components, including operating systems, applications, and peripherals, to ensure optimal system performance
- Troubleshooting standalone and network printer issues such as toner replace, staple change and connection. Also, configuring network connection, cables, switches, and troubleshooting internet issues
- Providing guidance and training to customers on proper use of products and services, including tips and tricks for maximizing their efficiency and value
- Keeping up to date with current technology trends, product updates, and industry best practices to provide informed support and recommendations to customers
- Participating in ongoing professional development opportunities and attending relevant training sessions to continuously improve technical skills and knowledge
- Maintaining high level of customer satisfaction by consistently exceeding expectations, demonstrating empathy and professionalism, and ensuring positive support experience.
Shift Manager
Mc Donald’s
01.2022 - Current
- Delivering outstanding QSC (Quality, Service & Cleanliness), sales, people practices and profit on shifts
- Actively seeking customer feedback to ensure exceptional customer experience is achieved, driving repeat business
- Working within team to deliver best quality and experience for customers
- Managing inventory and restocking supplies as needed
- Handling customer complaints and resolving any issues that arise during shift
- Completing cash and inventory audits to ensure that all transactions are accurately recorded
- Conducting training sessions for new crew members, providing ongoing coaching and feedback to team members, and performing other duties as assigned by consultant
- Ensuring that all equipment is in good working condition and that any maintenance or repairs are completed promptly
- Adhering to all food safety and employee conduct policies and procedures.
- Worked closely with team members to schedule breaks and shifts to meet state regulations
Education
Bachelor of Information Technology - Information Technology
Federation University Australia
Ballarat, VIC03.2022
Skills
- Windows Sever 2016\2019: Knowledge of AD, DHCP, DNS and Print Server
- Microsoft Azure: Azure AD, Virtualization, Resource Management
- Networking Basics: TCP/IP, Cabling, switches
- Virtualization: VMware, Hyper-V
- Office 365 Administration: User Creation and password reset, Azure AD, Exchange-mail, Teams, MFA, Skype for business, Sharepoint
- Advanced knowledge of Microsoft applications: Outlook, Word, Excel, PowerPoint, OneDrive
- System Backup: Windows Backup, Veeam backup
- Remote Support: RDP, Zoom, MS Teams, TeamViewer
- Ticketing System: Service Cafe, ServiceNow
- Attention to detail, quick learner and always eager to learn
- Excellent customer service skills
- Strong written and verbal communication skills
- Ability to prioritize and can work under pressure
Certification
· Networking Essentials | Cisco | 2022
· Azure Fundamentals | Microsoft | 2021
· Technical Support Fundamentals | Coursera | 2020
Accomplishments
- Windows Sever 2016\2019: Knowledge of AD, DHCP, DNS and Print Server
- Microsoft Azure: Azure AD, Virtualization, Resource Management
- Networking Basics: TCP/IP, Cabling, switches
- Virtualization: VMware, Hyper-V
- Office 365 Administration: User Creation and password reset, Azure AD, Exchange-mail, Teams, MFA, Skype for business, Sharepoint
- Advanced knowledge of Microsoft applications: Outlook, Word, Excel, PowerPoint, OneDrive
- System Backup: Windows Backup, Veeam backup
- Remote Support: RDP, Zoom, MS Teams, TeamViewer
- Ticketing System: Service Cafe, ServiceNow
Additional Information
- Available upon request.
Timeline
IT Support Officer
Zain Real Estate
11.2022 - Current
Shift Manager
Mc Donald’s
01.2022 - Current
Bachelor of Information Technology - Information Technology
Federation University Australia
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