Summary
Overview
Work History
Education
Skills
Certification
Awards
Languages
Timeline
Generic

Prakash Bhatta

Granville,Australia

Summary

Experienced Help Desk Analyst with expertise in IT support, troubleshooting hardware, software, and network issues.Proficient in Microsoft 365, Azure, Intune, SCCM, and Active Directory, ensuring seamless system operations and security.Strong problem-solving skills with a proactive approach to reducing IT downtime and improving customer experience.

Overview

3
3
years of professional experience
1
1
Certification

Work History

Help Desk Analyst

BP Connect
03.2024 - Current
  • Resolved 50+ IT support tickets weekly, troubleshooting hardware, software, and network issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Used ticketing systems to manage and process support actions and requests.
  • Managed high levels of call flow and responded to technical support needs.
  • Supported end-users in software installations, hardware upgrades, and network troubleshooting to optimize system performance.
  • Reduced system downtime by 30% through proactive maintenance and issue resolution.
  • Managed user accounts in Active Directory, handling password resets and access control.
  • Provided expert support for Microsoft 365, VPN setup, SCCM deployments, and system updates.
  • Ensured compliance with security policies and assisted users with two-factor authentication (2FA).
  • Led imaging and OS deployments, optimizing setup time and ensuring standardized configurations.
  • Managed IT asset inventory, maintaining accurate tracking of hardware and software resources.
  • Maintained detailed documentation of all help desk interactions for future reference and analysis.

IT Internship Trainee

909IT Academy
06.2023 - 02.2024
  • Hands-on experience in troubleshooting hardware, software, and network issues.
  • Learned new materials, processes, and programs quickly.
  • Participated in on-the-job training, working closely with supervisors and coworkers and asking appropriate questions.
  • Attended training courses to build understanding of processes, techniques, and industry.
  • Performed administrative functions, answering phones and filing paperwork in support of department.
  • Streamlined the onboarding process for new trainees, reducing time to productivity.
  • Engaged with customers on social media platforms, improving online presence and customer interaction.
  • Cultivated positive relationships with vendors to deliver timely and cost-effective supply of services and materials.
  • Hands on exposure with Microsoft 365, Active Directory, and Azure, managing user accounts and security settings.
  • Installed and maintained Windows and macOS environments, applying SCCM for patch management.
  • Learned to use IT ticketing system operations (FreshService, Jira), learning incident response processes.
  • Performed Minor network troubleshooting, diagnosing DNS, DHCP, and TCP/IP issues.
  • Supported enterprise collaboration tools like Microsoft Teams and SharePoint.

Team Leader - Customer Service Representative

Woolworths Group
04.2022 - 05.2023
  • Resolved customer inquiries and troubleshooting self-service machines
  • Empowered team members by delegating responsibilities according to individual strengths and areas of expertise.
  • Managed shift operations, ensuring smooth daily workflow and customer satisfaction
  • Set performance expectations for the team, monitoring progress towards goals and providing constructive feedback as needed.
  • Conducted team meetings and provided performance feedback to improve efficiency
  • Trained and mentored new employees on POS systems and customer service best practices
  • Improved inventory management and ensured operational efficiency
  • Collaborated with teams to drive sales and enhance performance

Education

Bachelor of Information Technology - Cloud Computing, Web Technologies, and Application Development

Victoria University
11-2024

Skills

  • Microsoft Azure
  • Intune
  • CloudAlly
  • Microsoft 365
  • Active Directory, Azure AD
  • SCCM
  • DNS, DHCP, TCP/IP, LAN
  • VPN
  • VMware Workstation, Hyper-V
  • FreshService, Jira & Confluence
  • TeamViewer
  • Microsoft Intune
  • Routers, Switches, Servers
  • Endpoint Security
  • Microsoft Teams, 3CX
  • IT Troubleshooting
  • Problem-Solving
  • Strong Communication
  • Customer Service
  • Adaptability
  • Attention to Detail
  • Leadership
  • Team Collaboration
  • Relationship Building
  • Management
  • Project Management
  • Asset Management
  • Security awareness
  • Documentation and reporting
  • Team motivation
  • Customer relations

Certification

  • Google IT Support Fundamentals
  • Google System Administration & IT Infrastructure
  • Microsoft 365 Fundamentals (MS-900)
  • ITIL 4 Foundation Training
  • Cloud Management with Microsoft Intune
  • AZ-900: Microsoft Azure Fundamentals (In Progress)
  • CCNA Certification (In Progress)

Awards

 Student  of the year, 2018 (KJS)

Leader of the House, 2020 (AVN)

New Alumni Appreciated Mentor Award, 2024(VU)

Trainee of the season, 2024 (909IT)

Employee of the month, 2024 (BP)

Languages

English
Full Professional
Hindi
Limited Working
Nepali
Native or Bilingual
Bengali
Limited Working

Timeline

Help Desk Analyst

BP Connect
03.2024 - Current

IT Internship Trainee

909IT Academy
06.2023 - 02.2024

Team Leader - Customer Service Representative

Woolworths Group
04.2022 - 05.2023

Bachelor of Information Technology - Cloud Computing, Web Technologies, and Application Development

Victoria University

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