Nmap
Narendra Shrestha
IT Helpdesk
Carlton
Summary
Results-driven IT professional with a strong background in Helpdesk support. Demonstrated expertise in troubleshooting and resolving technical issues, ensuring minimal downtime and maximum efficiency. Proven ability to provide exceptional customer service and effectively communicate complex technical concepts to non-technical users. Seeking a challenging position in a dynamic organization to contribute my skills in IT help desk support.
Overview
2
2
years of professional experience
6
6
Languages
Work History
IT Helpdesk
PurplePatch Consulting
06.2023 - Current
- Provided timely and efficient technical support to end users, troubleshooting hardware and software issues, and resolving 80% of tickets within agreed SLA timeframe
- Managed and maintained the company's IT assets, including tracking inventory, conducting regular equipment audits, and coordinating the disposal of outdated equipment.
- Created user accounts and assigned permissions.
- Managed high levels of call flow and responded to technical support needs.
- Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
- Configured hardware and granted system permissions to new employees.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Broke down and evaluated user problems using test scripts, personal expertise, and probing questions.
- Diagnosed and troubleshoot hardware, software, and network issues.
Nightshift Supervisor
Assetlink Macquarie
01.2022 - Current
- Oversaw and managed a team of 15 employees during nightshift operations, ensuring efficient workflow and adherence to safety protocols
- Conducted regular performance evaluations, providing constructive feedback and coaching to enhance team members' skills and job performance
- Implemented quality control measures, resulting in a 20% decrease in customer complaints and an overall improvement in product satisfaction.
- Observed each team member carry out duties and provided constructive criticism.
- Organized evening meetings to set operations for the following day and the next shift crew.
- Trained staff members to perform inventory management, customer service, and maintenance.
- Managed communication between associates and management, addressing key issues and needs.
- Maintained stock of products and ordered new products when stock was low.
- Assisted customers with complaints, questions, and concerns.
- Compiled reports on production shortfalls, accidents, and equipment problems.
- Upheld federal safety standards and environmental disposal protocols.
Education
Bachelor of Information Technology - Information Technology
King's Own Institute
Sydney, Australia 04.2001 -
Skills
Troubleshooting
Customer service
Team Management
Incident Management
Risk Management
Safety Assessment
AdaptableResponsible Technical skillsProblem-solvingCommunicationMultitaskingVulnerability researchLinuxPython and HTML languagePower shellWindows sever setupActive Directory and AD managementThreat IntelligenceCyber attacks knowledgeCommand prompt (cmd)VMware
Websites
Software
Wireshark
Identity
Intune
Vmware Connect
Forticlient VPN
Vaeem Backup
Foxit Dashboard
Linux
Mircosoft 365
One Drive/Share point
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Reference
Available upon request
Quote
If it's smart, it's vulnerable.
Timeline
IT Helpdesk
PurplePatch Consulting
06.2023 - Current
Nightshift Supervisor
Assetlink Macquarie
01.2022 - Current
Bachelor of Information Technology - Information Technology
King's Own Institute
04.2001 -