Keshab Jha
Sydney,NSW
Summary
Helpdesk support specialist with a specialty in Microsoft Office, Networking, and Virtualization, and a Cisco Certified Network Associate (CCNA). A knowledgeable and motivated individual well-versed in the latest trends in Information Technology, with experience of over 80% customer satisfaction reviews, I have experience working at a help desk and in the retail industry. Adept at finding creative solutions to challenges, accustomed to working in a team, and capable of acting on my own. Dedicated professional with demonstrated strengths and experience in Windows, server, cloud (Azure and Office 365), networking skills, customer service, time management, and tracking. A dependable employee looking for an opportunity to develop their technical abilities and help the business succeed is regarded as diligent, moral, and ethical.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Customer service
Woolworths
2021.09 - Current
- Answering detailed product and service questions by identifying and fulfilling customer needs to achieve satisfaction
- Supported management by implementing directives and monitoring interactions on optimal approaches
- Responded expertly to product and service questions based on current and complete knowledge of offerings and company procedures
- Helped customers feel welcomed, important, and appreciated by creating a customer-focused environment
- Handling customer complaints, identifying, providing appropriate solutions, and changing processes to remove faults
- Operating POS, Cash handling, receiving, and placing customers with an average of 30+ customers per shift.
Help Desk Support
H & H Accredited Training Pty Limited
2023.06 - 2024.05
- Deliver a high level of technical support and customer service to clients via phone, email, and field visits or through properly logging, maintaining, allocating, and closing the ticket through the ticketing system
- Configure and ensure the proper functioning of printing hardware and software-related issues by providing regular maintenance of the machines
- MS Office 365, (account creation, mail trace, share main) adding users and groups, assigning licenses user properties, updating - resetting password policies, and monitoring service requests and health
- Outlook administration tasks such as user creation, password reset, enabling, and disabling user accounts, and restoring deleted accounts linked with the email accounts
- Troubleshooting Windows 10/11 system performance monitoring through task manager and server errors, monitoring, and managing user access installing, and updating Windows systems and software
- Identifying customer complaints and providing appropriate solutions and alternatives to fulfill customer needs
- Share point / OneDrive /Microsoft teams (web and desktop) managing system operation and services, managing meetings, messaging, and meeting policies
- Azure AD, VM/MFA configures and manages virtual networking, monitor, and maintains Azure resources, and implements and manage storage
- Manage and configure anti-virus software, encryption tools, and other security measures to prevent unauthorized access to the system and protect against malware and other cyber threats through installation, updating, changing, and renewal (Avast, McAfee )
- Perform monitoring and management of all backup-related activities using imaging, backup-1 point/rollover
- Windows server services to clients on the network
- These services include Active Directory, Group Policy, File, Print, DNS, DHCP, and Web services.
Warehouse Management System
Greenfield Embroidery
2020.09 - 2021.07
- Managing approximately 30 incoming calls, emails and faxes per day from customers.
- Handling customer inquiries, complaints, billing questions and payment extension/service requests
- Streamlined operations and prioritized tasks, allowing senior staff to increase revenue by 25%.
- Planning, monitoring and executing marketing campaigns on Social media platforms.
Education
Master of Information Technology -
Central Queensland University
Brisbane, QLD01.2019
Bachelor of Electronic Engineering -
KEC
Kathmandu01.2016
Skills
- Windows OS troubleshooting
- Windows Server 2012, 2012R2 and 2016
- Virtualization (VMware/Hyper-V), ITIL.
- Advance knowledge of Switching protocols (STP, RSTP, MST, Ether-channel, VLAN, DTP, VTP)
- Knowledge of Switching protocols (DHCP, ADDS, DNS, and Print Server)
- Advance knowledge of Microsoft Applications, Office 365(email, account create, mail trace, troubling)
- Share Point, One-drive, teams (web/desktop)
- Network Monitoring Tools such as Wireshark
- Ticketing system – Fresh desk
- Analytical and problem-solving skills
- Ability to prioritize and plan workload to meet deadlines
- Time management skills
- Very personable and communicates well with all levels of stakeholders
- Able to work on multiple high-priority tasks simultaneously
- Maintain up-to-date documentation of software applications, hardware systems, and environment
- Effective written and verbal communication abilities
- Fast learner and attention to detail
- Australian driver’s license
Certification
Cisco Certified Network Associate (CCNA) Certification, CSCO14003272
References
Available upon request
Timeline
Help Desk Support
H & H Accredited Training Pty Limited
2023.06 - 2024.05
Customer service
Woolworths
2021.09 - Current
Warehouse Management System
Greenfield Embroidery
2020.09 - 2021.07
Master of Information Technology -
Central Queensland University
Bachelor of Electronic Engineering -
KEC
Cisco Certified Network Associate (CCNA) Certification, CSCO14003272
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