Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Krishna Thapa

Sydney,NSW

Summary

A self-motivated and enthusiastic individual with a master’s degree in information technology working as IT Support Engineer seeking new challenges within the IT industry to further enhance my knowledge and skills. I am an IT Support Specialist dedicated on developing my career in the field of Networking and Customer Support Representative. I possess strong technical proficiency, sharp analytical, problem solving, and organisational skills delivering consistently high quality of customer service, monitoring and establishing trust-based relationships with diverse clients and stakeholders.

Overview

2
2
years of professional experience
1
1
Certification

Work History

IT Support Engineer

Biztech Services
Sydney
07.2023 - Current
  • Providing exceptional customer and technical support to clients through phone , email, in-person, remote support or by ticketing system in a concise manner.
  • Updating drivers and software and setting up computer, phone and printer and required software and application installation for customers and using Group Policy Management.
  • Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
  • Troubleshooting various Windows issues related to slow computer performance, password recovery, software problems, licensing, BSOD errors, backups, updates, upgrades, monitors, and docking stations
  • Performing basic administration tasks like user creation, password reset, and enabling/disabling accounts using the active directory.
  • Performing basic administration tasks like user creation, assigning licenses and roles, creating groups, overseeing shared mailboxes, mailbox delegation and mail forwarding in the MS 365 admin portal.
  • Creating and managing Microsoft accounts on Outlook, including signature assignment, automatic reply setup, new profile creation, archiving and PST backup file creation.
  • Implementing multi-factor and self-service password reset in Azure Active Directory and enhancing security and user authentication processes.
  • Registering devices to Intune using the company portal app, Entra-ID login and autopilot.
  • Collecting relevant information and following troubleshooting procedures before escalating to senior technical staffs and ensuring SLA's are met.
  • Documenting all the incidents and issues in the ticketing system for future research and reference.

Customer Service Representative

Woolworths Auburn
Auburn, NSW
03.2022 - 07.2023
  • Provided information, resolving inquiries, and helping regarding products, orders, returns, and general inquiries
  • Managed orders, tracking shipments, and ensuring timely delivery to customers.
  • Addressed and resolved customer complaints, concerns, and escalations effectively and courteously.
  • Engaged with customers via various channels (phone, email, chat, in-person) while maintaining a professional and friendly demeanor.
  • Resolved customer complaints promptly and efficiently.
  • Kept records of customer interactions, transactions, comments, and complaints for future reference and analysis.
  • Gathered customer feedback and conveying it to the relevant departments for improvement and better customer feedback.
  • Maintained a high level of professionalism when dealing with difficult customers.
  • Developed positive relationships with customers through friendly interactions.

Education

Master of Information Technology -

Charles Sturt University
11.2019

Skills

Windows Server– Windows Server 2019 ADDS, DHCP, DNS and Print Server

Microsoft Entra ID – Active Directory, Virtualization, Resource Management, MFA, SSPR

MS 365 administration– User and license management, Exchange-mail, Teams, OneDrive, SharePoint, Shared mail box, Mailbox Delegation,

Networking – Basic knowledge of TCP/IP, Routing, VPN, Cabling

System Backup – Shadow Protect, OneDrive

Disk Backup – RAID Techniques

Ticketing System – Fresh Service, Service Now

Virtualization – VMware workstation, Windows Hyper-V, ESXi

Remote Support – TeamViewer, Zoom, MS Teams, Remote Desktop Connection (RDP)

Deployment Service – WDS, Intune

Troubleshooting – Windows 10/11, booting form USB devices, Outlook issues, hardware and software issues

  • Administrative tools - Active Directory, SCCM
  • ITIL framework and ITSM tools
  • Telephony (VoIP)

Certification

  • Azure fundamental AZ-900, MCID:996779147
  • Cisco Certified Network Associate (CCNA), Ongoing

References

Provided upon request.

Timeline

IT Support Engineer

Biztech Services
07.2023 - Current

Customer Service Representative

Woolworths Auburn
03.2022 - 07.2023

Master of Information Technology -

Charles Sturt University

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Krishna Thapa