Prabin Shrestha
Chatswood,Australia
Summary
Dedicated IT On-Site Support Engineer with over 2 years of experience at Virgin Australia, specializing in the support and maintenance of critical airport operational systems such as Sabre and Amadeus. Expert in troubleshooting complex technical issues in a 24/7 environment, leveraging tools like ServiceNow and Microsoft Intune to enhance operational efficiency. Successfully led IT infrastructure rollouts for terminal expansions and strengthened security measures through the implementation of MFA and SSO. Previous Level 2 support experience with McDonald’s highlighted skills in managing escalations and optimizing service desk performance.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT On-site Support Engineer
Virgin Australia Airlines
Sydney, NSW
10.2024 - Current
- Providing on-site IT support, troubleshooting and resolving technical issues related to mission-critical systems used in airport environments, including Sabre, Amadeus, Zebra printers, PAXIn devices, Lounge KIOSKs, and iPads used by pilots
- Handling service tickets in ServiceNow, logging, prioritizing, and escalating incidents to ensure timely resolution and minimize downtime for operational systems
- Utilizing Optus Business Portal and Telstra Order Express to create and modify mobility services, ensuring seamless communication for staff and operational requirements
- Performing the reimaging and configuration of diverse devices, including Windows desktops, iPads, iPhones, and MacOS devices, utilizing Intune for device management and Active Directory for user authentication, ensuring optimal setup and secure access to corporate resources
- Overseeing the implementation of multi-factor authentication (MFA) and single sign-on (SSO) protocols in conjunction with Intune and Active Directory, ensuring secure and streamlined access to corporate resources across various devices
- Facilitating the successful rollout of IT infrastructure for new terminal openings and airport renovations, coordinating logistics, system installations, and device deployments to ensure that all technology solutions were implemented on time and aligned with operational requirements
- Managing network access through Cisco Meraki, including configuring authentication, authorization, and access control policies to ensure secure and seamless connectivity for seamless operations
- Utilizing Meraki Dashboard for real-time network monitoring, troubleshooting, and policy enforcement, optimizing performance and minimizing downtime
L2 Restaurant Technical Support Analyst
McDonald's Corporate Australia
Sydney, NSW
02.2023 - 09.2024
- Provided Level 2 technical support for McDonald's restaurants, specializing in both software and hardware troubleshooting
- Managed and resolve technical escalations, ensuring minimal downtime for restaurant operations
- Maintain and update the FAQ database and knowledge base articles to enhance issue resolution efficiency
- Collaborated with IT Product Owners, vendors, and internal teams to stay updated on technology changes, system upgrades, and process improvements
- Proactively identified and addressed recurring technical issues, working with stakeholders for permanent resolutions
- Managed the IT Level 2 Support Queue, prioritizing incidents based on severity within a 24/7 support structure
- Diagnosed and resolved OS corruptions in Virtual Machines and Standard Operating Environments (SOE)
- Acted as a mentor and trainer for IT Service Desk staff, identifying and addressing skill gaps
- Conducted vendor meetings to improve IT Service Desk efficiency and overall support experience
- Championed IT Service Desk standards, continuously improving technical support processes to enhance customer experience
Education
Advanced Diploma - Network Security
Southern Academy of Business and Technology
Diploma - Information Technology
Southern Academy of Business and Technology
Bachelor of Information Technology -
Crown Institute of Higher Education
Skills
- Cross-Platform OS Experience
- Malfunction tracing
- Hardware troubleshooting
- Hardware support
- Remote support
- Ticketing systems
- Active Directory
- Network Issue Resolution
- Hardware Setup Expertise
- Software deployment skills
- ITSM Implementation with ServiceNow
- Skilled in Microsoft 365 Applications
- Experience with Adobe Creative Tools
- RDP Administration Skills
- Proficient in Security Protocols
- Virtual Machine Management
- Microsoft Azure Expertise
- AWS Infrastructure Management
- Microsoft Intune Management
- Info View
- CMDB Implementation Experience
- Cisco Meraki management
Certification
- CompTIA A+ Core 2: Linux, macOS, & Windows File Systems
- CompTIA A+ Core 1: Installing Hardware & Display Components
- CompTIA CASP+: Assessing & Managing Risk
- Windows 11 Desktop Troubleshooting
- Working with Microsoft Azure SQL
- DevOps Support Administrator: The Role of the Cloud Support Engineer
- AWS Cloud Practitioner 2023: Benefits & Design Principles of the AWS Cloud
References
Available upon request
Attributes
- Excellent communication skills, acquired by handling significant volume of daily phone calls and solving issues via phone.
- Strong organizational skills developed through over a year of experience working in a professional environment.
- Documentation skills gained by maintaining and updating important documents in the organization including Knowledge base articles.
- Problem solving skills sharpened by troubleshooting IT related issues on a day-to-day basis.
Timeline
IT On-site Support Engineer
Virgin Australia Airlines
10.2024 - Current
L2 Restaurant Technical Support Analyst
McDonald's Corporate Australia
02.2023 - 09.2024
Advanced Diploma - Network Security
Southern Academy of Business and Technology
Diploma - Information Technology
Southern Academy of Business and Technology
Bachelor of Information Technology -
Crown Institute of Higher Education
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