Om Luitel
Sydney,Australia
Summary
Infrastructure Support Engineer with extensive experience in optimizing cloud and hybrid infrastructures at Greencross. Demonstrated ability to enhance IT service management and promote teamwork across departments. Proven success in implementing solutions that improve operational efficiency and service delivery.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Infrastructure Support Engineer
Greencross
08.2023 - Current
- Facilitated support for cloud and hybrid infrastructures, including end-user devices and server architectures.
- Identified enhancement opportunities and formulated strategic recommendations for system optimization.
- Developed and refined documentation repositories for internal stakeholders and external client interfaces.
- Engaged in collaborative problem-solving with external vendors to expedite incident resolution.
- Acted as escalation liaison for service desk operations, providing mentorship and ownership of escalated issues.
End User Computing Administrator
Greencross Pet Wellness company
10.2022 - Current
- Created, configured, and maintained updated builds of Windows 10 and SOE, focusing on Intune MDM app deployment and application packaging across business areas.
- Implemented best practices for administration and support of Intune, Autopilot, and enterprise mobility solutions.
- Conducted proactive maintenance tasks, including patching and monitoring to ensure security and availability.
- Ensured thorough testing and deployment of application packages on Windows, Active Directory, and existing SOE environments.
- Assisted in selecting standard EUC devices such as desktops, laptops, monitors, peripherals, PDAs, and barcode scanners.
- Utilized IT Service Management (ITSM) platform (ServiceNow) to manage support requests within established Service Level Agreements.
- Created and maintained documentation detailing design specifications and build processes for SOEs and application packages.
- Identified continuous service improvement opportunities through technical solutions, automation, and knowledge gaps.
Level 2 Technical Support Engineer
Greencross
01.2022 - 10.2022
- Installed and configured hardware and software systems efficiently.
- Provided onsite and remote support to end-users, addressing requests promptly.
- Responded to tickets according to SLA guidelines, ensuring timely resolutions.
- Documented help desk request processes, detailing actions taken until final resolution.
- Managed and implemented Microsoft products, including Windows Server (up to 2019) and Microsoft 365.
- Supported networking equipment, including switches, access points, and routers.
- Utilized virtualization technologies such as Hyper-V and VMware for optimal performance.
- Assisted with retail applications like LS Central, NAV, and Magento as well as clinic application RxWorks.
Service Desk Analyst
Greencross
06.2021 - 01.2022
- Executed proactive and reactive troubleshooting to identify potential issues using knowledgebase and tools.
- Resolved incidents and addressed IT issues within established service level timeframes.
- Delivered friendly, comprehensive support via phone, email, and in-person interactions.
- Diagnosed and resolved issues related to Office 365, network connectivity, retail applications, and hardware peripherals.
- Managed end-user expectations by providing ticket progress updates and notifying of delays.
- Escalated complex issues to appropriate IT teams when necessary.
- Documented all interactions as case notes, ensuring high-quality records of issues and resolutions.
- Developed and maintained knowledge articles to provide accurate information for reference.
Roll Out Technician
Allergan Pharmaceuticals
Sydney, NSW
05.2021 - 06.2021
- Cloning new drives from the server
- Imaging new laptops and desktops with company's image
- Setting up user for the new PCs
- Setting outlooks and other software
- Helping company's staffs with day-to-day IT issues
- Printer installation
- Set meeting with global team and update the progress about the project
- Upgrading hard drive and imaging
Education
Computer and Information Sciences and Support Services -
Performance Education Group
12.2023
Bachelor of Information Technology - Information Technology
CQUniversity
12-2021
Skills
- Cloud infrastructure
- Hybrid infrastructure
- Documentation management
- Windows administration
- Application packaging
- IT service management
- Virtualization technologies
- Network troubleshooting
- Problem solving
- Change management
- Linux and unix administration
Certification
- AWS Solutions Architect Associate Certificate
- Red Hat Certified System Administrator Certificate, Red Hat
- Microsoft Azure Administrator Associate Certificate
- CCNA Routing and Switching Certificate
Languages
English
Timeline
Infrastructure Support Engineer
Greencross
08.2023 - Current
End User Computing Administrator
Greencross Pet Wellness company
10.2022 - Current
Level 2 Technical Support Engineer
Greencross
01.2022 - 10.2022
Service Desk Analyst
Greencross
06.2021 - 01.2022
Roll Out Technician
Allergan Pharmaceuticals
05.2021 - 06.2021
Computer and Information Sciences and Support Services -
Performance Education Group
Bachelor of Information Technology - Information Technology
CQUniversity