Summary
Work History
Education
Skills
References
Timeline
Generic

Juna Shrestha

Sydney,Australia

Summary

Dynamic IT Support Analyst with proven expertise at Catholic Healthcare, excelling in incident management and technical support. Adept at utilizing IT ticketing systems and remote monitoring tools to enhance user satisfaction. Recognized for effective communication and problem-solving skills, ensuring timely resolutions and seamless onboarding processes.

Work History

IT Support Analyst

Catholic healthcare
  • Aided in the onboarding and offboarding processes for new and departing users, ensuring a smooth transition
  • Provided comprehensive Level 1 and Level 2 technical support to internal users, effectively addressing incidents and user requests
  • Demonstrated expertise in issue resolution, promptly escalating complex problems to the appropriate support level
  • Maintained meticulous documentation of all incidents and their corresponding resolutions within the IT Service Management (ITSM) system
  • Acted as the primary point of contact for all IT issues and inquiries, delivering daily IT support for the organizations
  • Offered assistance to users through various communications channels, including telephone, email, and other platforms
  • Skilfully allocated unresolved incidents to specialized resolving groups for in-depth analysis and resolution
  • Took ownership of incidents, diligently tracking and escalating them within the defined Service Level Agreements (SLAs) to ensure timely resolution
  • Collaborated Effectively on problem resolution and change management initiatives

Administrator

Snap Fitness
Sydney, NSW
  • Answered the central telephone system, directing calls efficiently and professionally
  • Confirmed appointments, communicated with clients, and updated client records to maintain accurate and up-to-date information
  • Demonstrated excellent time management skills by managing multiple tasks and meeting time-sensitive deadlines effectively
  • Proficiently troubleshooted copy machines and printers, scheduling services as necessary to minimize downtime
  • Screened visitors and issued badges to uphold safety and security measures
  • Skilfully resolved customer problems and complaints ensuring a high level of customer satisfaction

Level 1 Helpdesk Agent

Qenos
Sydney, NSW
  • Provided technical assistance to customers.
  • Worked with customer service supervisors to resolve customer concerns on daily basis.
  • Tracked progress of open tickets using the ticketing system until resolution was achieved.
  • Installed and performed minor repairs to hardware, software or peripheral equipment.
  • Responded to incoming calls, emails and tickets from customers seeking technical assistance.

Education

Bachelor's degree - Information Technology

Kent Institute
Sydney, NSW
07.2023

Advance Diploma - Information Technology, NSE1 network security, NSE2 network security, Ethical Hacking, Cloud Computing, Azure AD basic

Southern Academy
03.2021

Skills

  • Remote Monitoring & RMM Tools
  • IT Ticketing System
  • Communication System
  • Cloud Solution
  • Server Management
  • Operating Systems
  • Networking
  • Phone Server
  • Hardware
  • Virtual Desktop Infrastructure
  • Service desk operations
  • Incident management
  • Documentation management
  • Technical support

References

Available on request

Timeline

IT Support Analyst

Catholic healthcare

Administrator

Snap Fitness

Level 1 Helpdesk Agent

Qenos

Bachelor's degree - Information Technology

Kent Institute

Advance Diploma - Information Technology, NSE1 network security, NSE2 network security, Ethical Hacking, Cloud Computing, Azure AD basic

Southern Academy

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Juna Shrestha