Jayaram Kunwar
Hurstville,NSW
Summary
Friendly Support Analyst skilled at rapidly defining client issues and quickly applying effective solutions. Specialization hybrid environments. Gifted at handling issues ranging from minor software misconfigurations to catastrophic hardware failures. Committed to tracking full support ticket lifecycles to confirm successful resolutions.
Overview
6
6
years of professional experience
Work History
IT Support Analyst
Tech Domain
09.2021 - Current
- Logging all tickets as well as service requests and collecting th required information through an effective problem and incident management system
- Escalating incidents and requests beyond the scope of L1/L2 to
- Level 3 Support teams in a timeline manner
- Providing technical support to the users and clients locally via VPN connection and ensuring proper maintenance of workstations
- Provisioning new-hire accounts as well as preparing workstations and desks for use
- Working on internal asset management, keeping the track of assets, labelling them, managing, and liaising with external vendors
- For hardware support
- Supporting the internal hardware, software, networks, and other peripherals and communicating with the vendors upon major hardware issues
- Providing application support by installing operating systems, 365 Applications, and other enterprise applications
- Responsible for taking routine backups, emails, and server administration, monitoring updates on both server and client
- Machines
- Liaising with outsourced and external IT companies to ensure all
- Issues are dealt with in a timely manner
- Administrating and managing inter-communication site (SharePoint) by integrating Microsoft's new features, updating resolutions and news contents
- Provide IT training for enterprise application access for new users.
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Installed and maintained hardware and computer peripherals to enhance and upgrade performance.
Customer service team supervisor
Woolworths supermarket
01.2019 - 08.2021
- Assist the Customer Service Manager to lead, coach and support the Customer Service team to provide excellent customer service through a team that advocates for the business
- Managing the online and checkout team members to provide excellent customer service
- Picking, collecting, and dispatching the online order
- Solving customer queries on the phone or at the shop.
Developer & Jr. Business Analyst
Brilliant computer trading center
01.2017 - 07.2018
- Focus on requirement gathering, structural documents creation.
- Organized business meeting with client and project management team
- Guiding and monitoring with developing team Verified all developing process and changes request from client.
- Design and plan testing process, project process and technical requirement.
- Design and implemented manual test case.
- Detail and result oriented research on project.
- Fixing hardware issue, network issue in LAN in office
Education
Bachelor of Information Technology -
Melbourne Institute of Technology
Sydney, NSW2022
Diploma of ICT -
Queensford College
Parramatta, NSW06.2020
Skills
TECHNICAL SKILLS
- Ticketing system: Fresh service
- Remote Monitoring tools: TeamViewer
- Communication System: Microsoft Teams, 3CX VOIP
- Mobile device Management: Microsoft Endpoint Manager/ Intune
- Antivirus and Email Security: TrendMicro HES
- Hardware: Cisco Meraki Router/Switches, Dell PowerEdge Servers
- Cloud Platform: Microsoft Azure Office 365 GCP
- Visualization: VMWare ESXI 65, Citrix XenApp
- Backup Software: Veaam Backup for O365 Veaam backup & Replication
- Server Roles: Azure Active Directory Windows Active Directory Domain controller File/Print Servers Remote Desktop Server/Terminal Server
- Operating System: Windows Android Apple Mac
- Servers: Windows:2019/2016/2012 R2
- Networking: LAN WAN DNS DHCP
- Asset Management: Lansweeper
Languages
Nepali
Native or Bilingual
English
Full Professional
Hindi
Professional Working
Timeline
IT Support Analyst
Tech Domain
09.2021 - Current
Customer service team supervisor
Woolworths supermarket
01.2019 - 08.2021
Developer & Jr. Business Analyst
Brilliant computer trading center
01.2017 - 07.2018
Bachelor of Information Technology -
Melbourne Institute of Technology
Diploma of ICT -
Queensford College
SKIILLS
SOFT SKILLS
- Excellent communication
- Creativity and problem solving
- Result and detail oriented
- Planning and organizing
- Analytical and critical thinking
- Quick leaner and motivated
- Time management
- Performing single and team
HOBBIES
surfing internet
watching documentary
playing soccer, cricket, swimming
internal design
certification
AZ 900
CCNA
SKIILLS
SOFT SKILLS
- Excellent communication
- Creativity and problem solving
- Result and detail oriented
- Planning and organizing
- Analytical and critical thinking
- Quick leaner and motivated
- Time management
- Performing single and team
HOBBIES
surfing internet
watching documentary
playing soccer, cricket, swimming
internal design
certification
AZ 900
CCNA
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