Prakash Bhatta

Account Management: Assist with creating, managing, and troubleshooting user accounts, permissions, and email configurations.

Troubleshooting (Hybrid):

Diagnose and resolve hardware, software, and network issues both on-site and remotely.

Use remote tools like TeamViewer to assist off-site users.

Ticket Management:

Log, monitor, and resolve support requests in ticketing systems for both on-prem and remote users.

Escalate complex issues to specialized IT teams as needed.

Remote User Support:

Provide real-time assistance to remote users for software installations, connectivity issues, and troubleshooting VPN or remote desktop access.

Ensure seamless remote access by configuring and maintaining secure VPN or cloud-based systems.

On-Premises Support:

Install, configure, and maintain IT hardware and peripherals such as desktops, printers, and AV equipment for on-site employees.

Respond to physical troubleshooting requests and equipment setup needs.

Device Setup and Configuration (Hybrid):

Set up devices remotely or on-site, including laptops, mobile devices, and teleconferencing equipment.

Manage device updates and maintenance tasks for both in-office and remote employees.

Documentation:

Document technical solutions for hybrid environments, including remote access guides, system configurations, and user manuals.

Maintain records of resolved issues to improve support for future queries.

Asset Management:

Track IT assets for both on-site and remote employees, including devices shipped to remote users.

Manage device lifecycle (procurement, distribution, returns, and disposal).

System Maintenance (Hybrid):

Perform remote software updates and on-site hardware upgrades.

Monitor system performance and ensure uptime for both on-prem and remote users.

Training and Guidance:

Train remote users on accessing systems securely and efficiently.

Provide tutorials for using collaborative tools like Zoom, Microsoft Teams

Security Support (Hybrid):

Configure and monitor endpoint protection for remote and on-site devices.

Educate users on cybersecurity best practices, including safe remote work policies.

Collaboration and Vendor Coordination:

Coordinate with third-party vendors to resolve remote connectivity issues or hardware delivery for remote employees.

Collaborate with cross-functional teams to streamline IT operations for hybrid workplaces.

• Customer Assistance: Provided support to resolve customer inquiries and issues promptly, showcasing strong problem-solving and communication skills.
  
• Complaint Resolution: Resolved escalated complaints effectively, demonstrating the ability to manage high-pressure situations, and deliver satisfactory outcomes.
  
• Technical Guidance: Assisted customers in using self-service machines, troubleshooting minor technical issues, and ensuring smooth operations.
  
• Training and Support: Trained new staff members on store systems and processes, showcasing the ability to guide others on technical or procedural matters.
  
• Point-of-Sale System Management: Operated and troubleshot point-of-sale systems, ensuring seamless transactions and minimal downtime.
  
• Team Collaboration: Worked with team members to meet operational goals, demonstrating teamwork and coordination in fast-paced environments.
  
• Attention to Detail: Conducted inventory checks and ensured accurate reporting, highlighting organizational skills and a detail-oriented approach.
  
• Documentation and Reporting:Documented customer issues and feedback, a skill transferable to managing IT tickets and maintaining service records.
  
• Adherence to Policies: Ensured compliance with company policies and regulatory standards, which translates to maintaining IT security and organizational protocols.
  
• Time Management: Managed multiple tasks during peak hours, showcasing multitasking and prioritization skills applicable to IT support roles.
  
• Upselling and Promoting Services: Promoted products and services effectively, indicating the ability to communicate value and build trust—a critical aspect of user support.
  
• Technical Familiarity: Monitored and operated technology-driven self-checkout systems, building a foundation for working with IT tools and systems.