Narayan Kharel
Wallsend
Summary
An enthusiastic person with a great customer-service experience; good communication skills; and a skilled-problem solver. Consistently recognized for technically skilled in operating systems; Microsoft applications; communication tools; hardware; software and networking. Detail-oriented professional holding a bachelor's degree in Information Technology along with the CCNA-Certification.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT-HELPDESK OFFICER
Aligned Community Care
09.2022 - Current
- Manage user accounts; password and login details with use of active directory and create local account in all workstations.
- Provide service to customer via phone; email; remote desktop connection or on field and help them being familiar with OS and Office 365 apps installed.
- Prioritize user requests using ticketing system; try to solve issues and escalate it to higher levels if required.
- Install and configure computer; hardware; printer and scanners; update driver; antivirus; software and perform backup using Shadow Protect.
- Enable and disable MFA for users and provide self-service password reset with use of Azure AD and Microsoft 365.
- Use Office 365 to provide access to users for web based or desktop outlook and other applications as well as manage users' licenses.
- Apply Group Policy to provide home-drives; install software's; change user settings; preferences; and other requirements.
- Check and troubleshoot printer issues such as paper jams; tonner replacement; printer not responding and other spooler issues.
- Create signature; add new account; set automatic replies; email forwarding; manage folders; calendars in outlook as well as troubleshoot outlook issues.
- Managing exchange online, create shared mailbox; manage OneDrive and SharePoint.
- Provide user with Personal Folders and Company Drive along with NTFS permissions as per department along with management of quota as per user requirements.
- Migrate users from older version of operating system to Windows 10 and 11 including deployment and imaging with SCCM.
- Help in networking like checking cable connection; manage cables and tide up; rack mounting; port forwarding; installation of network printers and connection issues.
CUSTOMER SERVICE REPRESENTATIVE
Woolworths Supermarket
06.2020 - 08.2022
- Maintaining customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Answering customer telephone calls promptly to avoid on-hold wait times.
- Assisting customers with setting appointments, special order requests, and arranging merchandise pick-up.
- High attention to detail.
- Maintaining compliance with company policies and procedures for safety, sanitation, and quality.
- Handling transactional accounts within branch.
- Strong computer skills and ability to operate several computer systems.
Education
Bachelor of Information Technology -
Central Queensland University
Sydney, NSW09.2019
Skills
Technical Skills:
- Cloud Services: Office 365; Microsoft Azure; Exchange and SharePoint
- Active-Directory: ADDS; Azure AD; AD-Connect; VM
- Operating systems: Windows; MAC
- Virtualization: VMware, Hyper-V
- Communication Tools: Zoom; Microsoft Teams; Skype
- Remote Connection: Any Desk; RDP; Team Viewer
- Ticketing System: Freshdesk; Zendesk
- Advanced Knowledge of Outlook; OneDrive as well as other Microsoft Office Skills
- Servers: DHCP; DNS; Print-Server; File Server
- Platforms: Windows Server 2016; 2019 and 2020
- Networking: Port forwarding; Virtual Servers; General Connectivity; Cable Management; Rack Mounting; IP configuration on end devices
Soft Skills:
- Strong verbal and written communication skills
- Attention to detail and accuracy
- Proven analytical and problem-solving skills
- Team building with leadership quality
- Outstanding attention to detail, time management and customer service skills
- Conflict resolution, negotiation, and facilitation's skills
- Prioritize work; multitask and work under pressure
Certification
CCNA (Cisco Certified Network Associate), 200-301 CSCO14137325
References
Available upon request
Timeline
IT-HELPDESK OFFICER
Aligned Community Care
09.2022 - Current
CUSTOMER SERVICE REPRESENTATIVE
Woolworths Supermarket
06.2020 - 08.2022
Bachelor of Information Technology -
Central Queensland University
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