Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kunsang Tamang

Summary

Experienced IT Helpdesk Analyst with 1.5+ years of experience delivering Level 1 and 2 technical support. Certified in Microsoft 365 and Azure, with a Bachelor’s in Information Technology. Skilled in Office 365 management, ticketing systems, and resolving hardware, software, and network connectivity issues. Committed to providing outstanding customer service. Seeking an IT Support role with a reputable organization that values dedication, strategic problem-solving, and tangible results.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Help Desk Analyst

ExtraTech Adelaide
10.2024 - Current
  • Providing technical support to onsite and remote end users via email, phone, and remote connection.
  • Utilizing the Freshdesk ticketing system to manage support requests and update users on ticket progress through email.
  • Assisting with new user onboarding by setting up laptops and providing induction training, including guidance on accessing applications, logging into the ticketing portal, and contacting the service desk.
  • Performing user administration tasks in Windows Server and EntraID, including user creation, password resets, account enabling/disabling, account restoration, and deletion.
  • Managing user access, group memberships, and resolving issues related to SSPR, SSO, MFA, and password resets in EntraID.
  • Troubleshooting Exchange Online, SharePoint, and OneDrive issues, including mailbox setup and permission management.
  • Troubleshoot Windows issues, including BSOD errors, system performance, software installation, Office support, network connectivity, backups, recovery, updates, and upgrades.
  • Setting up Outlook accounts for new staff, configuring secondary emails, signatures, automatic replies, forwarding, email rules, recovering deleted emails, and troubleshooting performance, account, Teams, and calendar issues.
  • Troubleshooting printer issues, including printer installation and setup, driver, connectivity, and spooler errors.
  • Resolved network connectivity issues, including slow internet, limited Wi-Fi coverage, weak signal strength, VPN access problems, and router performance concerns.
  • Accessing servers to apply GPO to user accounts and assist in device management, remote wipe/retirement, and deploying software via Intune.
  • Installing and renewing antivirus software (Bit Defender) and addressing related issues.
  • Identifying and escalating complex issues to senior teams or external vendors, ensuring the correct priority is assigned based on urgency and impact.
  • Provisioned new devices, performed routine maintenance, and maintained asset availability to minimize downtime and enhance end-user productivity.

IT Helpdesk Officer

Youth Options (Employment Options Inc)
03.2024 - 09.2024
  • Provided desktop and system software support services.
  • Provided technical support and troubleshooting assistance to remote branches using tools such as TeamViewer and Remote Desktop Protocol (RDP).
  • Set up and supported laptops, desktops, mobile devices, and peripherals for new users and during onboarding/offboarding processes for students, staff, and NDIS participants.
  • Administered Microsoft Entra ID and Office 365, managing user accounts, password resets, MFA configurations, access permissions, and resolving common application issues.
  • Assisted with the administration and support of the 3CX phone system.
  • Monitored devices via remote monitoring tool, responding to alerts and escalating complex issues to senior technicians.
  • Document support activities, including troubleshooting steps, resolutions, and user interactions for future reference.
  • Worked successfully with a diverse group of co-workers to accomplish goals and address issues related to our products and services.
  • Configured remote access and management for Windows PCs using Ninja One RMM, ensuring seamless system performance monitoring and support.
  • Provided excellent customer service over the phone, email, and in person to prospective NDIS clients.

Catering Assistant

Eldercare
01.2023 - 02.2024
  • Delivered high-quality customer service by assisting elderly residents during meal service, ensuring their comfort, dignity, and satisfaction in a supportive environment.
  • Worked closely with kitchen and care staff to serve meals that met individual dietary needs, including allergies and texture-modified diets.
  • Maintained a clean and hygienic environment by following strict food safety and aged care protocols.
  • Responded to resident requests and feedback in a friendly and timely manner, helping to create a positive and comfortable atmosphere.
  • Supported team training by guiding new staff through service routines, resident preferences, and safety procedures.
  • Helped set up and tidy dining areas before and after meals, ensuring a pleasant and organized space for residents.

Education

Bachelor - Information Technology

Federation University
11.2023

Skills

  • Operating Systems: Windows 10/11, macOS
  • Windows 10/11 Troubleshooting: Booting, file system, BSOD, System updates and upgrades
  • Windows Server 2016/2019: Active Directory (AD), Group Policy management, DHCP, DNS, and Print Servers
  • Microsoft 365 Administration: Microsoft Azure AD (Entra ID), MFA, Exchange Online, Teams, OneDrive, SharePoint, Licensing
  • Microsoft Intune: Device Enrollment, Software packaging and deployment, MDM & MAM (WIP)
  • Ticketing Systems: Freshdesk, NinjaOne
  • Remote Access Tools: TeamViewer, Microsoft Remote Desktop (RDP), NinjaOne RMM
  • Virtualization: VMware
  • Communication Platforms: Microsoft Teams, 3CX
  • Hardware Support: Troubleshooting PCs, Laptops, Printers, Peripherals
  • Networking Technologies: LAN, WAN, VLAN, VPN, Wi-Fi, IP, Access Point (AP)
  • Switching and Routing Protocols: Basic Knowledge
  • Backup and restore strategies: RAID configurations, cloud storage, Network Attached Storage (NAS), and cloning & imaging

Certification

  • Microsoft 365 Fundamentals | MS-900 | - Certified (644541-H069D8)
  • Microsoft Azure | AZ-900 | - Certified (C55Z4B-EF061B)
  • ITILV4 Foundation | Certified (LinkedIn Learning)
  • Cisco Certified Network Associate | CCNA | - In Progress

Timeline

Help Desk Analyst

ExtraTech Adelaide
10.2024 - Current

IT Helpdesk Officer

Youth Options (Employment Options Inc)
03.2024 - 09.2024

Catering Assistant

Eldercare
01.2023 - 02.2024

Bachelor - Information Technology

Federation University

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Kunsang Tamang