Manoj Lamichhane
Parramatta,Australia
Summary
Goal-driven Engineer capable of analyzing and resolving both simple and complicated problems. An organized, detail-oriented expert who is successful at creating creative answers to a variety of problems. Specific aptitude, experience, and qualifications in systems and networks. I am searching for a position as an IT System Support Level 1/2 to work with an ambitious and rewarding firm where I can put my experience to use. I am a driven, ambitious person that is prepared to learn and progress both personally and professionally.
Overview
5
5
years of professional experience
Work History
Desktop Support Engineer
NSW Education Standards Authority, NESA
08.2022 - Current
- Responsible for dealing with onboarding and offboarding of users, solving tickets as per SLA by using the knowledge base, logging tickets, and handling phone calls through service now and teams
- Troubleshoot any issues related to Microsoft 365 Applications like Outlook, OneDrive, Exchange, SharePoint Online, and teams
- Have experience in TRIM, Bos exam, and I series
- Removing the old laptop and placing the new laptop followed by re-imaging via network boot service
- Manage Office 365, creating a user account, access permission, licensing from Office 365 Admin Portal
- Pushing the application from desktop central (manage engine portal) to the user's laptop
- Responsible for remote the user laptop from the Manage engine and troubleshooting the issue
- Replacing the Faulty laptop and logging the ticket to the vendor
- Escalating incidents and requests beyond scope of L1/L2 to Level 3 support teams in a timeline manner
- Installation, break-fix configuration, and troubleshooting of laptop, MFDs Local printer, scanner, and other IT equipment
- Record keeping and inventory management
- Providing technical support across the company, which includes in-person or over phone
- Unlocking user accounts and resetting passwords, performing troubleshooting duties for end users
- Document all issues and generate reports detailing common problems and error trends.
- Configured hardware, devices, and software to set up workstations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with the user to achieve customer satisfaction.
IT Support
Goodwill Consult
03.2020 - 06.2022
- Review and update documentation for policies, procedures, standards, and guidelines.
- Provide first-level compliance monitoring and investigations.
- Dealing with the request to a delegation of the mailbox of users, enrolling new devices in the MDM system i.e., Intune
- Setting up recruit accounts, as well as workstations and PCs
- Responsible for remote access to the user's PC to troubleshoot and regularly check backups in the cloud ally
- Enroll and manage devices such as iOS, Android, Windows, and macOS using Cisco Meraki and CRITICS
- Provide administrative support in Active Directory, 0365/Exchange
- Installation, configuration, and troubleshooting of desktops and laptops
- Escalate the tickets to Level 3 senior engineers if required
- Provide technical support across the company, which includes both onsite and over the phone
- Work with other 3rd parties to deploy and maintain servers and workstations; mainly patch management
- Maintaining IT asset database and user management in Active directory
- Working with permissions in the File server and pushing new apps in the terminal server
- Conduct routine maintenance on servers and systems, keeping networks fully operational during peak periods.
PC Deployment
Tafe Nsw
05.2021 - 06.2021
- Removing old desktops and placing new desktops followed by re-imaging via network boot service
- Site visiting and direct contact with clients and remote support
- Desktop support for the newly installed devices
- Organizing the old hardware and boxes in the allocated storage location for convenient removal and disposal
- Communicating and Collaborating with the site coordinator
- Generating a report of the site once the Deployment is finished.
Customer Service
Puntino Trattoria
01.2019 - 01.2021
- Consistently provided excellent customer service by acknowledging customers complain and resolving effectively
- Preparing delicious beverages to customer satisfaction
- Receive customers inbound and outbound calls and solve their inquiries
- Communicate and coordinate with colleague to deliver exceptional service
- Maintain professional and friendly environment within workplace at all the time.
Education
Advance Diploma of Information Technology -
AAI College
Sydney, NSW10.2022
Bachelor of Information Technology -
Victoria University
Sydney, NSW07.2022
Skills
- Microsoft 365 Windows SQL Server Microsoft Exchange Outlook Microsoft Active Directory
- IT Ticketing System: Service Now Zen Desk Jira Service Desk
- Communication System: Microsoft Teams Skype for Business Zoom
- Mobile Device Management: Microsoft Intune/Endpoint Manager Autopiloting
- Virtual Systems: Hyper V Xen Desktop
- Backup Software: Backup for Office 365 Cloud Ally Veeam Backup
- Server Management: Microsoft Active Directory, Microsoft Exchange Server
- Remote Desktop Support: ZOHO Assist TeamViewer
- Computer System: Windows Mac Android Linux Apple
- Networking: LAN WANs TCP IP DNS
- Programming languages: Database Management Excel Scripting, python SQL
- Servers: File Server Print Server DNS Server Virtual Server MS Exchange
- Server Monitoring and Management Cloud Server Citrix Server
- Antivirus and Email Security: Defender
- Printer: Fuji HP Canon
- Phone Server: 3CX VoIP
- Hardware: Routers, Switch Server
- Cloud Solutions: Microsoft Azure
Personal Attributes
• Strong time management and organisational skills developed through 5 years of successfully combining work and university studies.
• Analytical skills, as demonstrated in the workplace by discovering and managing hidden expenses as a business analyst.
• As a part-timer handling a university academic schedule, I was a quick learner and a hard worker throughout my working life.
REFEREE
Will be provided upon request
Timeline
Desktop Support Engineer
NSW Education Standards Authority, NESA
08.2022 - Current
PC Deployment
Tafe Nsw
05.2021 - 06.2021
IT Support
Goodwill Consult
03.2020 - 06.2022
Customer Service
Puntino Trattoria
01.2019 - 01.2021
Advance Diploma of Information Technology -
AAI College
Bachelor of Information Technology -
Victoria University
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