Pratikar Uprety
Canberra,ACT
Summary
Experienced Systems Support Engineer with 5+ years of delivering technical support across diverse IT environments, including Azure, M365, VMware, and Windows Server. Expertise in incident management, service request handling, and proactive system maintenance to meet SLAs, and ensure customer satisfaction. Strong problem-solving abilities, with a focus on diagnosing and resolving server, network, and application issues. Skilled in using ITSM tools like ServiceNow, and a proven track record in managing critical incidents, performing regular system updates, and mentoring support teams to improve operational efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Advance Technical Support | Tier 2 Engineer
Veeam Software
Sydney, NSW
04.2022 - Current
- Developed and maintained strong relations with customers to meet quality expectations.
- Analyzed system logs, identified potential issues, and implemented solutions in a timely manner.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Assisted in the development and updating of technical documentation and support guides.
- Coordinated with product and engineering teams to report software bugs and request new features based on customer feedback.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Provided technical support to users by troubleshooting hardware and software issues.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
IT Support Engineer
Advance Care Agency
Blacktown, NSW
10.2019 - 03.2022
- Managed system access and user permissions, ensuring proper access controls, and compliance with security protocols.
- Quickly responded to employee incidents, diagnosing and resolving server, network, and application issues using VMware ESXi and Hyper-V.
- Coordinated proactive maintenance, including patch management, system upgrades, and backup verification, to maintain optimal system performance.
- Provided technical support for hardware and software issues, troubleshooting a wide range of user problems across diverse IT systems.
- Collaborated with employees and internal teams to provide timely support for complex IT infrastructure issues, minimizing downtime.
System Administrator
Enterprise Software Solutions
Bengaluru, India
02.2017 - 04.2019
- Resolved complex technical problems within established service level agreements.
- Created configuration guides for deploying new desktops, laptops and mobile devices.
- Installed, configured, and updated software and hardware components, ensuring system integrity and compatibility.
- Performed regular backups of critical data and documents.
- Maintained inventory of hardware assets including servers, laptops, desktops.
- Created user accounts and managed access rights for users.
- Deployed operating systems upgrades and security patching in accordance with IT policies.
Education
Diploma in Leadership Management -
Opulence College
Canberra, ACT02-2023
Master of Information Technology -
Charles Sturt University
Sydney, NSW08-2021
Skills
- Technical support
- System troubleshooting
- Documentation management
- Network administration
- System design
- Windows Server administration
- User account management
- Knowledge of virtualization (VMware, Hyper-V)
- Extensive knowledge about backup solutions, Veeam
- Data recovery
- Technical documentation
- Backup management
Certification
- Microsoft Azure Administrator AZ-104
- Microsoft 365 Fundamentals, MS-900
References
- Available upon request
Timeline
Advance Technical Support | Tier 2 Engineer
Veeam Software
04.2022 - Current
IT Support Engineer
Advance Care Agency
10.2019 - 03.2022
System Administrator
Enterprise Software Solutions
02.2017 - 04.2019
Diploma in Leadership Management -
Opulence College
Master of Information Technology -
Charles Sturt University
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