Rajan Shrestha
Rockdale,NSW
Summary
Results-oriented Technical Support Engineer with a proven track record of exceeding customer expectations and improving overall satisfaction. Skilled in resolving complex technical issues, implementing efficient troubleshooting processes, and collaborating with cross-functional teams to enhance product stability. Enthusiastic to learn and develop understanding across various platforms.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
Interface
Minto, NSW
11.2022 - Current
- Provided comprehensive technical support and maintenance to 200+ end users across the organization resolving issues in a timely manner.
- Trained and mentored new service desk personnel and managed IT portion of employee onboarding process.
- Monitored and responded quickly and effectively to requests received through the IT service desk ticketing system.
- Installed, configured, tested, and maintained operating systems, application software, and system management tools.
- Developed and maintained user accounts, permissions, and access rights.
- Collaborated with other teams to ensure successful resolution of customer inquiries.
- Complete on/offboarding steps accurately and follow up 3rd party stake holders to update external systems within agreed SLA timeframes
- Maintain IT asset register including Hardwares, Software licenses all IT accessories.
- Lead eBay project to minimize e-waste and develop documentation to accurately list the device on eBay.
- Maintained accurate SOX audit for Onboarding, Offboarding and role changes within organization.
Service Desk Analyst
State Library of NSW
Sydnet CBD, NSW
08.2022 - 11.2024
- Completed End of Life Laptop rollout project for 350 users.
- Used Microsoft Intune Autopilot to Pre-Provision updates and configuration.
- Effectively managed incidents and service request via ServiceNow and resolved as per SLA.
- Created documentations and troubleshooted various issues through Video call sessions or face to face.
- Collaborated with team to update and maintain Windows & Mac operating systems and installed and configured applications across the organization
IT Support (Contract)
Hassell
Sydnet CBD, NSW
03.2022 - 07.2024
- User management in Active directory, Exchange server and Azure AD.
- Troubleshooted issues related to Hardware, Network and VPN.
- Used Cherwell to manage incident and Asset in the organization.
- Efficiently contacted vendor to get support for major hardware and software issues.
- Used SCCM to reimage devices, push updates, monitor device health and remote-control devices procured by Hassell.
Education
Bachelor’s in Business Information System -
Australia Institute of Higher Education
Townhall, NSW12-2021
Diploma And Advance Diploma of IT -
Australia Institute of Business And Technology
Ultimo12-2019
Skills
- System Administration
- Technical Documentation
- Service desk support
- Troubleshooting Network Issues
- System Configuration
- Teamwork and Collaboration
- CCNA Certification
- Interpersonal Skills
- Reliability
- Security Certification
Certification
- Cisco Certified Network Associate
- COMPTIA Security +
Timeline
Service Desk Analyst
Interface
11.2022 - Current
Service Desk Analyst
State Library of NSW
08.2022 - 11.2024
IT Support (Contract)
Hassell
03.2022 - 07.2024
Bachelor’s in Business Information System -
Australia Institute of Higher Education
Diploma And Advance Diploma of IT -
Australia Institute of Business And Technology
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