Prahlad Pokharel
Perth,Australia
Summary
Dynamic IT professional with extensive experience at Crown Resorts, excelling in incident management and user onboarding. Proven track record in resolving high-volume support tickets and enhancing team capabilities through effective communication and leadership. Proficient in Microsoft 365 applications and committed to delivering exceptional customer service in fast-paced environments.
Overview
6
6
years of professional experience
Work History
Information Technology Officer – IT Service Centre (ITSC)
Crown Resorts
Perth, Australia
02.2023 - Current
- First point of contact for IT incidents and service requests, providing Level 1 and Level 2 support in a 24/7 environment to Crown staff across Perth, Melbourne, and Sydney (approx. 20,000 users) via ServiceNow, phone, and email.
- Managed high-volume call traffic, averaging 60–80 calls and resolving over 100 tickets daily while meeting SLAs and maintaining high customer satisfaction.
- Delivered operational support for 500+ enterprise applications, ensuring system availability, user access, and timely issue resolution across hospitality, gaming, retail, finance, and corporate systems.
- Provided support for Microsoft 365 applications including Outlook, Teams, and OneDrive, assisting users with access and functionality issues.
- Resolved network connectivity issues including VPN and internet access, ensuring seamless connectivity for users.
- Troubleshot application access issues and managed permission-related requests to facilitate user access.
- Assisted with Major Incidents through investigation, escalation to Level 3 teams, real-time ticket updates, and effective communication with stakeholders.
- Coordinated team workload and ensured critical coverage during night, weekend, and public holiday shifts as acting incident manager, optimizing response times.
- Prepared and shared shift plans and handover communications to ensure smooth transition and operational continuity across shifts.
- Installed, tested, and supported end-user devices (desktops, laptops, printers, and peripherals) in line with Standard Operating Environment (SOE).
- Supported enterprise Windows 11 rollout, ensuring business applications and user environments remained fully operational.
- Configured and supported corporate laptops using Microsoft Intune, including device enrolment, policy assignment, compliance checks, and post-deployment troubleshooting.
- Provisioned and managed iPads using AirWatch (Workspace ONE), handling device enrolment, profile configuration, application deployment, and MDM-related issue resolution.
- Managed the full user account lifecycle including onboarding, access changes, and terminations across Active Directory, Entra ID, and enterprise applications.
- Participated in scheduled monthly server and application reboots by following approved runbooks, validating outcomes, and updating ServiceNow records.
- Provided IT setup and live support for hotel and business events, ensuring systems, devices, and networks were operational before and during events.
- Delivered technical training and mentoring to new and existing team members, improving team capability and reinforcing best practices.
ICT Support Engineer (Internship)
Ultimate Security Australia
03.2022 - 06.2022
- Provided IT help desk support to 35+ employees, resolving hardware, software, and user access issues.
- Provisioned and managed user access using Google Workspace and Active Directory, following access control and security requirements.
- Facilitated new team member onboarding by creating system accounts, setting up laptops and devices, ensuring necessary system access.
- Assisted with operating system upgrades from Windows 7 to Windows 10, including installation, testing, post-upgrade validation to ensure smooth transition.
- Resolved desktop, laptop, printer, and network connectivity issues, including network patching and access point configuration to ensure operational efficiency.
- Managed asset records, assigned laptops and devices to employees, and decommissioned unused IP phones and legacy hardware to streamline asset utilization.
- Audited computers and accessories and performed safety checks on cables, wiring, and network equipment to uphold a safe working environment.
IT Technician
Fujitsu General
Lidcombe, Australia
10.2020 - 05.2021
- Supported large-scale desktop and laptop rollouts, facilitating imaging, configuration, asset tagging, and user readiness for deployment.
- Installed and configured PCs in bulk test‑bed environments, often deploying 100+ devices per shift to meet urgent project timelines.
- Diagnosed hardware faults and ensured all systems met corporate security, deployment, and quality standards prior to release.
- Maintained dispatch records for new equipment and assisted senior engineers in configuring servers, printers, MICROS systems, and other devices for major retail clients, ensuring timely project delivery across Australia.
- Performed secure wiping of used hard drives and assisted with device decommissioning in line with data security requirements.
- Identified functional and faulty equipment, coordinating with repair teams to recover critical components and minimize downtime.
- Received and processed pallets of decommissioned equipment from closed stores, testing, cleaning, and repacking devices for reuse or repair to support sustainability efforts.
Education
professional year - Network Engineer
ATMC College
Sydney01-2021
Bachelor’s Degree - Information Technology
Victoria University
Sydney01-2020
Adv. Diploma - Information Technology
Australian College of Technology
Sydney01-2018
Skills
- Incident Management
- Major Incident Management
- ITIL processes
- ITSM
- Level 1 ICT support
- Level 2 ICT support
- User onboarding
- Active Directory
- Microsoft 365 applications
- Microsoft Exchange
- Outlook support
- Windows 10 support
- Windows 11 support
- Triage
- Escalation
- User access
- MFA assistance
- SSO issue triage
- Cherwell
- ServiceNow
- Documentation
- Knowledge Management
- Time management
- SSO triage
- Customer service
- Teamwork
- Opera
- PeopleSoft
- Concur
- Workday
- UKG
- Salesforce
- Incident management
- Adyen
- Knowledge Management
- Level 2 support
- ServiceNow proficiency
- Application troubleshooting
- Network connectivity
- User account management
- Customer relationship management
- IT asset management
- Incident response coordination
- Effective communication
- Problem solving
- Team leadership
- Event IT support
References
- Jay Patel, IT Supervisor, Crown Resorts, 0430460617, Jay.Patel@crownresorts.com.au
- Mayoor Rathod, IT Supervisor, Crown Resorts, 0447072535, Mayor.Rathod@crownresorts.com.au
- Karun Giri, Group Manager, IT Services, Crown Resorts, 0427475274, Karun.Giri@crownresorts.com.au
Hobbies and Interests
- Poetry
- Cycling
- Hiking
- Camping
- Road Trips
- Documentaries
- Photography
- Videography
- Drone Photography & Videography
- Personal Finance Management
- Peer Financial Guidance
- Banking Automation for Budgeting and Financial Discipline (Informal)
Tools And Technologies
Cherwell, ServiceNow, Active Directory, Microsoft Entra ID (Azure AD), Microsoft Exchange, Outlook, Opera, PeopleSoft, Concur, Workday, UKG, Salesforce, SevenRooms, Adyen, Major Incident Management, Documentation & Knowledge Management
Key Capabilities
- Provided Level 1 and Level 2 ICT support in large enterprise and government-style environments, consistently meeting service and response expectations in a busy service desk setting.
- Served as Incident Manager and shift lead as needed, supporting team operations during off-hours and busy periods.
- Managed IT incidents, service requests, and access requests in line with ITIL-aligned processes, ensuring accurate documentation and audit readiness.
- Supported new user onboarding, role changes, and termination of access, ensuring users had the correct systems and permissions from day one.
- Administered user accounts and access using Active Directory and Microsoft Entra ID (Azure AD), resolving access-related issues efficiently.
- Provided Microsoft Exchange and Outlook support, including mailbox access, user configuration, and troubleshooting email-related issues.
- Supported Microsoft 365 applications including Outlook, Teams, OneDrive, and SharePoint, enabling users to work effectively.
- Delivered Windows 10 and Windows 11 SOE support for desktops and laptops, including setup, troubleshooting, and user assistance.
- Supported major incidents through triage, escalation, and clear communication with stakeholders, contributing to timely resolution and service restoration.
- Assisted with shift planning, workload coordination, and day-to-day team support to maintain operational continuity.
- Recognized for effective communication skills and ability to support users professionally and effectively.
- Contributed to improved service efficiency through accurate documentation, teamwork, and consistent adherence to processes.
- Demonstrated strong customer service, teamwork, time management, and ability to work under pressure across both IT and non-IT roles.
Timeline
Information Technology Officer – IT Service Centre (ITSC)
Crown Resorts
02.2023 - Current
ICT Support Engineer (Internship)
Ultimate Security Australia
03.2022 - 06.2022
IT Technician
Fujitsu General
10.2020 - 05.2021
professional year - Network Engineer
ATMC College
Bachelor’s Degree - Information Technology
Victoria University
Adv. Diploma - Information Technology
Australian College of Technology