NHYMA PAKHRIN TAMANG

• Clean and preprocessed data sets using MS SQL Server to ensure data integrity and accuracy, supporting analysis of business requirements and process management for change management and Project Management Office (PMO) activities.

• Utilize Microsoft Excel for data analysis techniques, extracting insights and trends, and identifying areas for improvement in complex business processes.

• Ensure accuracy and reliability of analytical outputs through rigorous testing and validation procedures, to verify the integrity of data and analysis results for change management and PMO functions.

• Generate high-quality Power BI reports summarising analysis related to business requirements and process improvements, catering to stakeholders' needs.

• Served as the primary point of contact for technical support inquiries from students and staff, providing efficient and courteous assistance via phone, email, and ticketing system
• Diagnose and resolve escalated technical issues related to hardware, software, and applications, ensuring minimal disruption to teaching and learning activities
• Manage and maintain virtualized environments, including server and VDI systems, to support teaching and learning activities across various study areas and qualifications
• Deploy, configure, and maintain Microsoft Operating Systems and services, such as Server, SQL, and Active Directory, to facilitate seamless access to educational resources
• Administer user accounts, permissions, and access controls across on-premise and cloud systems, ensuring compliance with security policies and regulatory requirements
• Facilitate the onboarding and offboarding process for students and staff, provisioning and deprovisioning access to IT resources as needed
• Develop and maintain documentation for IT procedures, troubleshooting guides, and best practices to support the ongoing professional development of staff and enhance user experience
• Contribute to the development of the internal knowledge base, empowering students and staff to resolve common IT issues independently and efficiently
• Collaborate with academic and administrative departments to understand their IT needs and requirements, providing proactive support and guidance to enhance the delivery of educational programs.

• Serve as the primary point of contact for escalated complex issues, liaising between clients and internal teams to ensure timely resolution and effective follow-up
• Respond to incoming client requests via phone, email, and ticketing system, providing efficient and courteous technical support
• Diagnose and troubleshoot hardware, software, and network issues, guiding clients through resolution steps in a clear and understandable manner.

• Answer phone calls from teams and handle incoming queries and request from them effectively
• Effectively log all the request and prioritize them via proper ITSM system (Autotask) with detailed internal notes and escalate them to the higher level as per the requirement
• Be the first point of contact and to manage the day to day needs and troubleshooting of IT / communications across all clients
• Resolve any issues related to infrastructure, both internally hosted and cloud based
• Troubleshoot any issues related to Microsoft 365 Applications such as Outlook, OneDrive and Exchange Online
• Work with mobile device management (Intune)
• Basic configuration of routers and fix networking issues
• Enroll Android, Apple and Windows devices using Intune
• Work on VoIP technologies such as Webex and Sass boss
• Manage internal asset management, labeling them and liaising with external vendors for hardware support
• Deployment of new devices and Operating system
• Procurement of new devices.