Results-driven IT professional with 4 years of experience providing advanced technical support and troubleshooting for complex IT systems and end-user environments. Proven expertise in resolving escalated Level 2 and Level 3 desktop support issues, managing system configurations, and optimizing IT infrastructure for seamless operations. Skilled in administering Windows/MacOS environments, Active Directory, Office 365, and remote support tools. Adept at delivering exceptional customer service, improving system performance, and ensuring minimal downtime. Passionate about leveraging technical expertise to enhance user experiences and support organizational efficiency. Seeking to contribute to a dynamic IT team by delivering high-level support and driving continuous improvement in IT operations.
Hi, I’m
Narayan Budha Chhetri
Melbourne,Australia
Summary
Overview
7
years of professional experience
3
Certification
Work History
Fujitsu Australia Limited
Desktop Support – Onsite Technician at Toyota
07.2024 - Current
Job overview
- Provide comprehensive Level 2 support across multiple technology streams, including hardware, OS, software, networks, and servers, ensuring swift resolution of incidents within agreed SLAs
- Perform maintenance, deployment, and decommissioning of physical infrastructure, including desktops, peripherals, telephony, print devices, and audiovisual equipment, while ensuring data integrity
- Manage customer expectations through timely updates and accurate logging of all interactions in the client ITSM tool
- Escalate operational issues promptly and ensure all activities adhere to WHS policies and company processes
- Develop and maintain up-to-date technical documentation, including troubleshooting guides, and identify opportunities for process improvement
- Implement and manage device enrollment processes using advanced tools like Microsoft Intune and UEM, ensuring compliance with industry standards
- Collaborate with cross-functional teams to address complex technical challenges and support project activities as needed
- Ensure the secure and reliable management of IT assets, inventory, and remote connections, while maintaining current knowledge of industry-specific software and technologies
Australia Post
Service Desk Analyst
06.2022 - 07.2024
Job overview
- Providing end-to-end technical support to a diverse range of customers
- Ensuring prompt resolution of IT incidents and Requests by resolving them or escalate when needed
- Resolving IT issues to meet all agreed upon Service Level Agreements, Operational Level agreements, and Key Performance Indicators, individually and as part of a wider team
- Support of end users, infrastructure, and services across multiple technology streams including, Hardware, OS, Software, Networks, Servers, Printers, and many more
- All customer interactions and activities are logged and maintained in the correct client ITSM tool i.e., ServiceNow, and manage customer expectations by keeping them updated as their case progresses and notifying them of any delays
- Managed hardware and network device updates, data backups via OneDrive, and security measures, ensuring uninterrupted operations
- Maintained a consistently high SLA (Service Level Agreement) compliance rate of over 80% by efficiently handling more than 25-30 calls daily and collaborating effectively within the team
- Achieved an exceptional customer satisfaction rating of 99.10% based on feedback surveys, resulting in multiple recognitions including the Bronze Award and STARS Big Thank You Awards
World Distribution Nepal
Network Support Officer
06.2018 - 06.2019
Job overview
- Resolved network device and PC issues through in-person, phone, and email interactions, ensuring customer satisfaction
- Supported WDN clients, such as Nepal Telecom and Deurali-Janta Pharmaceutical, by providing proficient word processing assistance, including report typing and meeting materials
- Collaborated with international and national procurement teams in Nepal Telecom's data center and disaster recovery project, focusing on monitoring switches, routers, firewalls, and servers
- Proficiently installed and maintained diverse network equipment, including Cisco (7609, 3560, 2504 wireless controller), Juniper (Ex-2300C, SRX 340, SRX 550), Dell servers, and F5-BIGIP LTM-3900
- Documented comprehensive hardware details, licenses, updates, and configurations for Deurali-Janta Pharmaceutical in preparation for relocation
- Achieved a 95% resolution rate of network device and PC issues, resulting in high customer satisfaction and minimal downtime for clients
- Successfully contributed to the Nepal Telecom data center and disaster recovery project, ensuring the seamless operation of critical network equipment, and meticulously documented hardware details for Deurali-Janta Pharmaceutical's relocation, enhancing their IT infrastructure management
Education
La Trobe UniversityBundoora, VIC
Master of Information And Communication Technology from Advance Network Engineering, Network, Systems and Web Security, Project Management, Information Technology Project
01.2021
University Overview
Nayaa Aayaam Multi-Disciplinary Institute (NAMI)Kathmandu, Nepal
Bachelor of Computing (Hons) from Computer Communications, Modern Networks, Cyber Security and Cryptography and Computing Dissertation
01.2018
University Overview
GPA: First Class Honours
Skills
- Exemplary Customer Service Delivery, Positive Attitude and Adaptability, Effective Team Collaboration
- Proficiency in Level 1 and Level 2 IT Support via Various Channels
- Cybersecurity & Compliance: Incident response, vulnerability assessment, SOCI compliance, risk management
- Security Tools & Technologies: Microsoft Defender, Cortex XDR, SIEM (Splunk, Sentinel), MFA, VPN, Firewalls
- System Administration & Support: Windows, macOS, Linux, M365, AD, Intune
- IT Service Management: ServiceNow, ticketing, escalation handling, ITIL processes
- Networking & Security: TCP/IP, DNS, DHCP, VPN, Firewall, Endpoint Security
- Troubleshooting & Support: Hardware/Software issues, endpoint security, and access control policies
Accomplishments
Accomplishments
- Achieved 99.10% customer satisfaction, earning multiple recognitions, including the Bronze Award and STARS Big Thank You Awards.
- Consistently maintained 80%+ SLA compliance, efficiently handling 25-30 calls daily while collaborating within a team.
- Resolved 95% of network and PC issues, minimizing downtime and enhancing user productivity.
- Contributed to Nepal Telecom’s data center and disaster recovery project, ensuring seamless network operations.
Certification
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Azure (AZ-900)
- SC-900 - Microsoft Security, Compliance, and Identity Fundamentals
Professional Associations
Professional Associations
Australian Computer Society (ACS), MemberAwards
Awards
STAR Bronze Award, Thank You Award for demonstrating the core value: Customers Service with overall score of 99.10%Timeline
Desktop Support – Onsite Technician at Toyota
Fujitsu Australia Limited
07.2024 - Current
Service Desk Analyst
Australia Post
06.2022 - 07.2024
Network Support Officer
World Distribution Nepal
06.2018 - 06.2019
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Azure (AZ-900)
- SC-900 - Microsoft Security, Compliance, and Identity Fundamentals
La Trobe University
Master of Information And Communication Technology from Advance Network Engineering, Network, Systems and Web Security, Project Management, Information Technology Project
Nayaa Aayaam Multi-Disciplinary Institute (NAMI)
Bachelor of Computing (Hons) from Computer Communications, Modern Networks, Cyber Security and Cryptography and Computing Dissertation
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