Summary
Overview
Work History
Education
Skills
Resident Status
Certification
University Projects
Personal Attributes
LinkedIn Email
Timeline
Generic

RAAJAN SHRESTHA

West Ryde,NSW

Summary

Experienced Help Desk Technician with a strong background in Microsoft Intune, Windows, Server, Backup, MS365, basic router configuration, hardware support, networking, and ticketing. Certified in Microsoft AZ-900 and ITIL v4 foundation. Known for building trust and cultivating positive customer relationships as a customer service representative. Skilled in multitasking and prioritizing tasks while serving as a service desk technician. Highly motivated to stay up-to-date with the latest technology and continuously learn and implement innovative solutions. Proficient in managing technical support operations and documenting procedures for efficient workflow.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Help Desk Technician

TIA Global company
02.2024 - Current
  • Used Zendesk ticketing system to manage service requests, incidents, and escalate issues as necessary to meet service level agreements (SLAs), provide first-line support to customers via phone and email
  • Provide support for Windows 10/11 environments, including troubleshooting BSOD errors, system startup issues, installing operating system and utilizing tools like System File Checker, Performance Monitor, and Reliability Monitor to ensure optimal system performance.
  • Perform backups and restores for Windows operating systems
  • Work on Windows Server 2016/2019 environments, including managing DHCP, DNS, Active Directory Domain Services (ADDS), and basic Group Policy Objects (GPO) to ensure seamless network operations and user management.
  • Onboard and offboard users by creating and managing accounts using AD as well as in MS365, use features like mailbox delegation, shared email and calendar ,assigning security roles ,implement and troubleshoot Multi-Factor Authentication (MFA), wiping data, reset password and Self-Service Password Reset (SSPR) processes, ensuring security compliance across the organization.
  • Assist in the deployment of software and website hosting on Microsoft Azure, ensuring smooth integration with organizational resources.
  • Implementation of Microsoft Intune for Mobile Device Management (MDM) and Mobile Application Management (MAM), ensuring secure management of devices and groups.
  • Provide basic networking support by diagnosing issues related to TCP/IP, VPNs, port forwarding, and troubleshooting with network tools such as ipconfig, tracert, netstat, and nslookup.
  • Provide support in identifying and testing various network cables, and utilizing tools like LAN testers to ensure connectivity.
  • Offer remote support for end-users via Remote Desktop Protocol (RDP), managing issues related to networking, Windows OS, and applications like Zoom and MS Teams.

Customer Service Representative

Coles
05.2016 - 01.2023
  • Provide excellent customer service by assisting customers with a positive attitude, resolve customer inquiries over the phone, providing timely and accurate information to resolve issues and meet customer needs. and building long-term relationships to enhance customer satisfaction.
  • Engage with customers effectively, identifying their needs and provide additional assistance to enhance the overall experience.
  • Follow company policies and guidelines to assist customers facing difficulties during their shopping experience.
  • Reset passwords for team members when passwords expire, Supervise and mentor team members, providing guidance and support to help them achieve their goal and contribute to the team's success.
  • Assist the manager with day to day task and generating reports to improve service quality, also Manage team schedules, including breaks and task delegation, to ensure smooth operations during peak times.

Education

Bachelor of Networking -

TAFE

Diploma of Networking -

TAFE

Skills

  • Windows: Advanced knowledge of windows10/11, backing up and restoring windows 10, BSOD troubleshoot, knowledge of startup problems, sound knowledge of system file checker, performance monitor, Reliability Monitor, NTFS permission, troubleshooting system update
  • Printer Troubleshooting: Analysing printer connection, fixing printer spooler error, WSD protocol problem, update/ reinstall driver, ink toner status, deploying and removing from windows
  • Windows Server 2016/2019: Knowledge of DHCP, print server, ADDS, DNS, implementing group policy object, Onboarding and offboarding user, deploying software
  • Microsoft application: Knowledge of Microsoft Office 365(mail trace, email, OneDrive, creating account, Outlook), Applying MFA and SSPR implication, creating user, assigning roles and security
  • Microsoft Entra Id (Azure): knowledge of Azure active directory, managing resources, deploying users, implementing virtualization, deploying website on Azure, Azure file sync, mounting file
  • Networking: Knowledge of OSI model, TCP/IP, VPN, Port Forwarding, Routing, installing cables, knowledge of IP address range, network testing utilities (Ipconfig, tracert, netstat and nslookup), hardening router security
    Ticketing System: Using Zendesk to create tickets, categorizations and prioritization, basic troubleshooting and resolution, ticket escalation, documentation an updates, follow-up, and monitoring open tickets
  • Remote support: Knowledge of remote desktop connection, changing the default RDP port for windows Zoom, MS Team, resolving networking and windows related issue remotely using RDP
  • Virtualisation: Provide basic support related to virtual machines and virtualized environments
    Cable: Identifying different networking cables, LAN tester, knowledge of network media types
  • Microsoft Intune: Knowledge of MDM, MAM, endpoint user and management of user and groups
  • Backup: System and file backup using windows server backup, monitoring backup process, use of backup monitoring tools

Resident Status

Permanent Residency

Certification

  • Microsoft Azure AZ-900, MS0995990236
  • ITIL v4 foundation, LinkedIn Certified course

University Projects

Smart Shopping Cart, TAFE, Sydney, The project goal was to develop smart shopping cart which uses digital technology to help customer in daily shopping., Arduino Uno, RFID Tags and Readers, and other Wireless Technologies, In a group of four, my duties were to run programming command in RFID reader and to design the layout., We were able to build a smart shopping cart and learned how to run code in RFID tag.

Personal Attributes

  • motivated

LinkedIn Email

www.linkedin.com/in/raajan-shrestha/

Timeline

Help Desk Technician

TIA Global company
02.2024 - Current

Customer Service Representative

Coles
05.2016 - 01.2023

Diploma of Networking -

TAFE

Bachelor of Networking -

TAFE

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RAAJAN SHRESTHA