Milan Bhandari
Campsie
Summary
Results-driven IT professional with 3 years of experience in Level 1 and Level 2 support. Skilled in troubleshooting hardware and software issues, delivering exceptional customer service, and managing ticketing systems. Committed to enhancing user satisfaction and ensuring efficient incident resolution.
Overview
6
6
years of professional experience
Work History
IT Support Specialist
Mosaic Brands LTD
09.2022 - Current
- Answer phone calls, handle incoming queries and request from customers effectively
- Effectively log all the request and prioritize them via proper ITSM system (Service Desk Plus) with detailed internal notes and escalate them to the higher level as per the requirement
- Provide support remotely by using RMM tools such as Manage Engine, any desk, Teams, Zoho Assist and TeamViewer
- Provide End user support with Azure and Microsoft Active Directory, assign group policy to proper organizational unit and adding users accordingly
- Migrate the data from File and print server to the Cloud and update new information to SharePoint Communication Site
- Troubleshooting Point of sale hardware and software like barcode scanner, cash drawer, EFT Terminals, Docket printer
- Basic troubleshooting of EFT terminals like Quest and ANZ, organise replacement if needed
- Configuration of routers, access points, routing and switching equipment, TCP/IP and UDP ports
- Assist the IT Manager with large-scale IT Projects such deployment of internet modems, telephony systems and POS installations
- Monitoring and maintaining daily backups via Cloud Ally
- Restore accidently deleted emails from Veeam Backup and quarantined emails from Bitdefender Hosted Email Security
- Managed Office 365 | Creating users account, access permission, licensing from Office 365 Admin Portal | Troubleshooting & Networking related issues
- Troubleshoot the issues related to local printers and scanners such as driver failure, scan to email and network folders
IT Help Desk Support
The Executive technologist
12.2021 - 08.2022
- Using ticketing system | updating tickets and resolving issues | escalating issues to senior engineers as per needed
- Responding efficiently and timely to service requests and issues
- Promptly and efficiently repairing and replacing equipment as required
- Providing administrative support across the company, which includes both in-person or over the phone
- Troubleshooting printer issues and other network related issues
- Managing user accounts and resolving issues related to O365
- Managing backups and restoring
- Managing Outlook archiving
Customer Service
Woolworths Supermarket
07.2019 - 09.2020
- Managing more than 15 team members (shift adjustments and requests)
- Serving more than 100 customers a day making sure they receive high standard of customer service
- Managing more than 20 online orders a day and responding to customers complaints/queries via phone calls
Education
Bachelor's of Information Technology - Information And Communication Technology
Kings Own Institute
Market Street, Townhall06-2022
Skills
ITSM ticketing system: Fresh Service ServiceDesk Plus Service Now
Remote Monitoring Tools: Manage Engine TeamViewer Any Desk Zoho Assist
Communication System: Microsoft Teams
Antivirus and Email Security: Microsoft Defender
Platform: Microsoft Exchange Office 365
Backup Software: Cloud Ally Veeam Backup
Server Management: Azure Active Directory Microsoft Active Directory SCCM
Operating System: Windows Android IOS Mac
Point of Sale software: Magic Enabler
Point of Sale hardware: POS Terminals Card Readers Receipt printer Cash Drawer
Timeline
IT Support Specialist
Mosaic Brands LTD
09.2022 - Current
IT Help Desk Support
The Executive technologist
12.2021 - 08.2022
Customer Service
Woolworths Supermarket
07.2019 - 09.2020
Bachelor's of Information Technology - Information And Communication Technology
Kings Own Institute
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