Rajeev Pila Shrestha
Hurstville,NSW
Summary
Motivated ICT Support Technician with 4 Years of experience in providing technical support to clients, with efficient customer service and resolving complex issues. Detail-orientated professional with a highly professional attitude, exceptional critical thinking skills, and significant ability to perform well in team.
Overview
4
4
years of professional experience
1
1
Certification
Work History
ICT Customer Service Agent
Department Of Planning, Housing And Infrastructure
09.2022 - Current
- Serve as the first contact with customers who need technical assistance via the phone or email.
- Handle a high volume of incidents and providing a top level of service.
- Supporting Customers Via Remote Software Team Viewer, MCM, Microsoft Teams and Skype.
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues and redirect unresolved issues to the next level of service provider team.
- Create Knowledge articles for new issues with proper troubleshooting steps.
- Work collaboratively with different teams and customers for escalated tickets by following SIAM process.
- Remain in touch with the user until their issues are totally resolved or their request is fulfilled.
- Create an average of 25 tickets daily and resolve 60-70% of tickets on first point of contact.
- Promote customers to use self service portals for password reset, software request, laptop order and so on.
- Assist in training new hires, sharing best practices for effective customer service delivery.
- Adapt seamlessly to new systems and processes as needed, maintaining consistent productivity levels throughout transitions
Technical Support Officer
Department Of Planning, Housing And Infrastructure
08.2023 - 11.2023
- Provide support to resolve technical issues with high customer satisfaction in a timely manner
- Organize the installation process for the organization’s computers, printers, audio-visual equipment, and other information systems to meet the demand for service delivery
- Collect problematic ICT devices, use relevant tools and techniques to resolve the issues and restore to their optimal performance.
- Maintain ICT reference materials to ensure team members are able to access and apply up-to-date solutions for known issues
- Provided comprehensive support for various software and hardware, enhancing overall user experience.
- Reduced downtime by swiftly diagnosing and troubleshooting complex technical problems.
- Collaborated with cross-functional teams to implement system updates and improve efficiency.
- Liaise with external ICT vendors for ICT device repairs.
- Test new software and technologies, before mass deployment
Senior Service Desk Analyst
KINETIC IT (QANTAS AND JETSTAR)
06.2021 - 09.2022
- Troubleshoot & investigate IT-related issues over the phone, emails, and chats with the use of a ticketing system (ServiceNow)
- Provide accurate data entry of interactions, escalating tickets to cross-functional teams as required
- Gauge the impact of the technical issues and raise the priority tickets in coordination with Major Incident Manager
- Work alongside other support employees as a Team
- Provide remote support to customers via remote desktop services, SCCM, Teams
- Face to face customer service to the users with technical issues, when rostered in IT kiosk
- Provide training to the new support service desk agent as well as end user
- Create an average of 30 tickets daily and resolve 60-70% of tickets on first point of contact
- Provide technical assistance to people from different nationalities residing all around the world
- Assist knowledge base coordinator to create new knowledge articles or update the current one
- Carry out root cause analysis and create new resolutions by discussing with support teams for problems that occurs regularly
- Develop documentation for common processes for both support staff and end-users
- Remain in touch with the user until their issues are totally resolved or their request is fulfilled
- Identify repeated troubleshooting activities and propose long term solutions to resolve underlying issues
- Assist end users raising request for new services and software.
IT Support Technician
EXTRATECH PTY LTD
07.2020 - 05.2021
- Respond to support requests through ticketing system and maintaining records of the requests
- Monitor and maintain computer system and networks for internal and client networks
- Install and deploy desktop PC, laptops, and printers
- Create and manage users with the aid of Active directory
- Handle queries of the users via email, phone, Skype or Zoom and escalate where necessary
- Troubleshoot general IT issues, hardware, software, peripherals
- Reset passwords, enable and disable user access
- Perform windows backup, software and driver updates
- Provide support, including procedural documentation and relevant reports
- Work continuously on a task until completion
- Test and evaluate new products and systems prior to internal and external deployment.
Education
Bachelor of Information Technology -
Central Queensland University
Sydney Campus2016
Skills
- Knowledge of Active directory, Azure Active Directory
- Service now and fresh desk ticketing System
- Intune MDM and Intune company portal
- Troubleshooting of hardware and software system
- General knowledge virtualization (VMware)
- Knowledge of Routing Protocols (RIP, OSPF, EIGRP, BGP), Switching, Firewall
- Knowledge of MS Office 2016/2019, Windows7, 81 & 10
- Experience with Microsoft Teams, Onedrive, and Sharepoint
- PC Diagnostics, Hardware replacements, Software installation/ update, and Reimaging
- OS Deployment and device monitoring
- Knowledge of Citrix VPN and Citrix workspace
- Team-oriented, energetic individual contributor with effective Time management
- Ability to solve problems and rapidly shift priorities in a fast-paced environment
- Excellent analytical, reasoning, and problem-solving skills with attention to details
- Strategic thinking combined with Execution Skills
- Strong communication and interpersonal skills with an aptitude in building relationships with professionals of all organizational levels
- Australian Driving License
Certification
- Microsoft Certified Solutions Associate (MCSA)
- Cisco Certified Network Associate (CCNA) 200 - 301
References
Available on request
Timeline
Technical Support Officer
Department Of Planning, Housing And Infrastructure
08.2023 - 11.2023
ICT Customer Service Agent
Department Of Planning, Housing And Infrastructure
09.2022 - Current
Senior Service Desk Analyst
KINETIC IT (QANTAS AND JETSTAR)
06.2021 - 09.2022
IT Support Technician
EXTRATECH PTY LTD
07.2020 - 05.2021
Bachelor of Information Technology -
Central Queensland University
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