Summary
Overview
Work History
Education
Skills
Certification
Projects
Training
Languages
Accomplishments
Hobbies and Interest
References
Timeline
Generic

Neelam Hamal B K

Elizabeth East,Australia

Summary

A dedicated system engineer with three years of experience managing IT infrastructure for local government councils and educational institutions. Skilled in maintaining networks, servers, and end-user systems, with a strong focus on reliability, security, and efficient service delivery. Proven ability to support diverse environments, implement technical solutions, and collaborate with stakeholders to meet organizational IT needs.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Systems Engineer

Subnet
Berri, South Australia
06.2022 - 05.2025
  • Supporting and maintaining enterprise systems, including servers, O365, Azure, directory services, print servers, and backup solutions, ensuring high availability and performance.
  • Managing and optimizing infrastructure for video conferencing systems, integrating cloud and local services while conducting training sessions to educate clients on system functionalities, troubleshooting, and best practices for security and maintenance.
  • Utilizing in-house Remote Monitoring and Management (RMM) tools and ticketing systems to oversee infrastructure operations in alignment with ITIL Framework standards, while contributing to configuration, documentation, and enhancement of client environments.
  • Enforcing robust security policies, user access controls, and data protection measures to protect sensitive information and ensure compliance with regulatory standards.
  • Diagnosing and resolving hardware and software issues using advanced tools and methodologies, identifying root causes and implementing effective long-term solutions.
  • Delivering exceptional customer service by providing prompt, knowledgeable, and professional technical support through various channels, including phone, email, chat, and remote access.
  • Acting as the primary escalation point for regional clients, addressing complex IT infrastructure issues and fostering trust through effective communication and resolution strategies.
  • Conducting thorough reviews of existing IT infrastructure to identify opportunities for improvements, expansions, and scalability to meet evolving business requirements.
  • Ensuring that solutions are tailored to meet user requirements and enhancing the client experience by maintaining open communication and a proactive support.
  • Monitoring adherence to contractual obligations, service level agreements (SLAs), and performance standards through rigorous oversight of technical operations.
  • Developing and maintaining comprehensive documentation, including operational procedures, using tools such as IT Glue and Knowledge Base.
  • Engaging with internal and external clients to identify opportunities for collaboration and innovation, contributing to the strategic growth of the organization.

Systems Engineer Intern

Subnet
Berri, South Australia
03.2022 - 06.2022
  • Collaborated with IT department to optimize internal system performance and minimize downtime.
  • Provided systematic resolution of help desk tickets for both internal and external clients.
  • Implemented robust backup solutions and disaster recovery protocols across multiple client environments.
  • Developed comprehensive technical documentation and standard operating procedures for internal use.

IT Support Engineer Intern

111iT
Rockdale, Sydney
11.2019 - 02.2020
  • Served as the primary point of contact for comprehensive IT and network support operations.
  • Managed and prioritized trouble tickets through Zendesk with systematic resolution approaches.
  • Administered Windows Servers and provided support for various Windows operating systems.
  • Executed user management operations through Active Directory and Group Policy implementations.
  • Configured and maintained Microsoft Office 365 suite and collaboration tools.
  • Utilized advanced diagnostic tools for system monitoring and troubleshooting.
  • Provided comprehensive technical support for diverse hardware and software environments.

Education

Master of Networking - Information Technology

Melbourne Institute of Technology
Sydney, NSW
01.2020

Bachelor of Business Administration - Business Administration and Management

Victoria International College
Dang, Nepal
01.2016

Skills

  • Operating systems: Linux, Unix, Windows Server, macOS, Android, iOS
  • Virtualization technologies: VMware vSphere, Hyper-V, Oracle VirtualBox
  • Networking and security: TCP/IP, DNS, DHCP, VPNs, firewalls, Cisco routers and switches, Wi-Fi, Cisco Meraki
  • Scripting: PowerShell
  • Database management: SQL Server, MySQL
  • Cloud services: AWS, Microsoft Azure, Google Cloud, ThingSpeak Cloud
  • System administration: Active Directory, Microsoft Exchange Server, Office 365, CodeTwo Microsoft 365 email signature
  • IT tools: ConnectWise Manage, ConnectWise RMM, IT Glue, TeamViewer, Screen Connect, Wireshark, Arduino IDE, FTK Imager, Manage Protect (MPmail)
  • Backup solutions: Veeam Backup and Replication, Datto Backup
  • UPS management: Schneider Electric APC PowerChute UPS management,
  • Effective communication
  • Problem-solving
  • Technical documentation
  • Excellent time management
  • Team collaboration
  • Organizational skills and attention to detail

Certification

  • Australian Computer Society (ACS) positive skill assessment outcome, ANZSCO code 262113, systems administrator
  • Australian Computer Society (ACS) positive skill assessment outcome, ANZSCO code 262112, ICT security specialist
  • Australian Computer Society (ACS) positive skill assessment outcome, ANZSCO code 263111, Computer Network and systems Engineer
  • Google IT Support Professional Certificate (2020)
  • ITIL 4 Foundation (2020)
  • Customer experience management (CX): Masterclass (2020)
  • CCNA (Cisco Certified Network Associate)
  • Microsoft Cybersecurity Analyst specialization
  • Microsoft Azure Security Engineer Associate (AZ-500) specialization
  • Microsoft Cloud Support Associate specialization
  • AWS Cloud Support Associate
  • AWS S3 Basics
  • 3CX phone system certification
  • Google Technical Support Fundamentals
  • CompTIA Security+

Projects

Bridge Monitoring and Alert Generation System Using IOT, Final Year Capstone Project - Melbourne Institute of Technology – 2019 to 2020, Internet of things Forensics: Challenges and approaches. Evaluation of Digital Forensic tools., Student Researcher - Melbourne Institute of Technology – Jan 2020 to Jun 2020

Training

Cyber@ANZ Program 2020 - Virtual Internship

Languages

English
Professional
Hindi
Professional
Nepali
Native/ Bilingual

Accomplishments

  • Melbourne Institute of Technology (member of the Student Staff Consultative Committee) - 2020

Hobbies and Interest

  • Travelling

References

References available upon request.

Timeline

Systems Engineer

Subnet
06.2022 - 05.2025

Systems Engineer Intern

Subnet
03.2022 - 06.2022

IT Support Engineer Intern

111iT
11.2019 - 02.2020

Master of Networking - Information Technology

Melbourne Institute of Technology

Bachelor of Business Administration - Business Administration and Management

Victoria International College

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Neelam Hamal B K