Prabin Bhandari
Sydney,NSW
Summary
Dynamic Infrastructure Support Engineer with proven expertise at Susquehanna International Group, excelling in IT project execution and user account management. Skilled in Active Directory and adept at resolving complex connectivity issues. Recognized for effective communication and proactive problem-solving, ensuring seamless IT operations and enhanced user satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Infrastructure Support Engineer
Susquehanna International Group
08.2024 - Current
- Assisted and collaborated with the IT Manager on IT projects, including migrations, updates, and other IT operations, ensuring smooth execution, and timely delivery.
- Provided support to the Linux, Windows, and Security teams in the planning and implementation of IT projects.
- Actively participated in Business-as-Usual (BAU) activities, and maintained accurate records using Jira for task tracking and updates.
- Managed onboarding and offboarding processes for new starters, visitors, and departing employees, ensuring seamless account setups and deactivations.
- Configured user accounts in Active Directory (AD), including creating new user profiles, and performing password resets.
- Supported remote users by resolving Always-On VPN (AoVPN) connectivity issues.
- Maintained and tracked IT assets using Jira to ensure accurate inventory records.
- Documented project workflows, BAU processes, and technical procedures in Confluence to create comprehensive guides and ensure knowledge continuity.
- Monitored systems using Check MK and Grafana to identify and address performance issues proactively.
IT Support Technician
Clifton's Venues
06.2021 - 08.2024
- Diagnose and resolve hardware and software problems related to desktops, Apple devices, laptops, printers, and other peripherals.
- Provide timely and effective technical support to end users, responding to and resolving IT incidents and service requests.
- Troubleshoot and resolve basic network connectivity issues, including Wi-Fi and wired connections.
- Set up and support video conferencing with audio/visual equipment and tools.
- Trained new employees on technical procedures, troubleshooting techniques, and best practices for technical support.
- Provide Level 1 and Level 2 support for all hardware, software, and network-related issues in accordance with defined SLAs.
- Configured user accounts in Active Directory (AD), including new user setups, and password resets.
- File recovery through Azure Backup and CloudAlly.
- Administered Microsoft Office 365, handling tasks such as staff onboarding, offboarding, and access permissions.
- Image and deploy OS for desktops and laptops, Autopilot.
- Network monitoring through Meraki.
- Document IT-related processes and procedures, such as incident responses, and end-user guides.
Education
Bachelor of Information Technology -
Australian Institute of Higher Education
01.2021
Skills
- Remote Monitoring Tools: Team Viewer
- Operating System: MS Windows 7,8,10,11 and macOS and iOS
- ITSM Tool / Ticketing System: Fresh Service, Jira
- Office 365 Suite: Intune, Exchange Online, Azure AD(Entra), SharePoint, OneDrive and Defender
- Communication System: Teams/Skype for Business, Symphony Communication
- IP telephony: 3CX VOIP, Cisco, IPC
- Mobile Device Management (MDM): Intune
- Anti-Virus and Email Security: Microsoft Defender
- Programming Language: PowerShell
- Backup: Cloud-Ally for O365, Azure Backup for Azure
- Cloud: Microsoft Azure
- Management: Domain Controller, Active Directory and Azure Active Directory, file server, print server
- Virtualization: VMware ESXi and Hyper-V
- Networking: IP Addressing, Subnetting, Routing, Firewall, TCP/IP, DNS, RDS, DHCP, VPN, Meraki, Catalyst Switches, Patching, LAN, MAN, WAN
- Firewall Management: Meraki
Certification
Azure 900 (AZ-900), Certifications in progress
Reference
Upon Request
Timeline
Infrastructure Support Engineer
Susquehanna International Group
08.2024 - Current
IT Support Technician
Clifton's Venues
06.2021 - 08.2024
Bachelor of Information Technology -
Australian Institute of Higher Education
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