Rajendra Danai
LINDISFARNE,TAS
Summary
Proven IT Support Engineer from Churchill Institute of Higher Education, adept in network troubleshooting and delivering exceptional customer service. Expertise in Active Directory and VoIP systems, significantly enhancing IT efficiency and user satisfaction. Skilled in fostering team collaboration, consistently exceeding service level agreements by optimizing incident management and help desk support.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Support Engineer
Churchill Institute of Higher Education
Parramatta, NSW
09.2023 - Current
- Serve as the first point of contact for IT support, resolving technical issues promptly and professionally.
- Provided technical support to end-users on a variety of computer software and hardware issues.
- Skilled in Microsoft Office 365 management, including Admin Center, Defender for Office 365, SharePoint, OneDrive integration, and Exchange Admin Center for mail flow, message tracing, and mailbox management.
- Active Directory user management, including account creation, password resets, user deletions, permissions, Group Policy, and PowerShell scripting for automation knowledge.
- Manage and resolve IT support tickets using Freshworks, while ensuring timely resolutions in line with SLAs.
- Troubleshoot and maintain the Windows OS, including installations and updates.
- Handle Azure AD, including user management, SSO, and MFA configurations.
- Manage devices and policies using Microsoft Intune, MDM, and RMM solutions (performed in a lab environment).
- Support network connectivity issues, including LAN, WAN, and VPN setups (Sophos, Proton VPN).
- Configure, troubleshoot, and maintain VoIP systems for reliable communication.
- Implement and maintain Veeam backup solutions, ensuring regular testing.
- Ability to collaborate with IT teams (network engineers, system engineers, and security teams) for comprehensive IT solutions.
- Documentation and Reporting.
Customer Service Specialist
Telstra Hobart Call Center
Hobart, TAS
02.2022 - 08.2023
- Provided exceptional customer service by addressing inquiries, resolving issues, and ensuring customer satisfaction.
- Consistently met or exceeded KPIs, including first-call resolution, average handle time, and customer satisfaction scores.
- Assisted customers with troubleshooting technical problems and billing concerns.
- Retained customers by offering tailored solutions, and escalating complex cases when necessary.
- Ensured compliance with company policies and procedures during customer interactions.
- Documented customer interactions and solutions accurately in the CRM system.
- Collaborated with team members to meet service-level agreements and performance targets.
- Delivered clear communication and technical support to non-technical customers.
Education
Bachelor of Information Technology -
Victoria University
Sydney, NSW12-2021
Skills
- Network troubleshooting
- IT compliance
- Service level agreements
- Incident management
- Help desk support
- IT documentation
- VoIP systems
- Active directory
- Data backup and recovery
- VPN configuration
- Remote desktop support
Affiliations
- Sports and Fitness
- Volunteer work
- Cultural and community Engagement
Languages
English
Full Professional
Hindi
Native/ Bilingual
Nepali
Native/ Bilingual
Certification
- MS 900 Certification
References
References available upon request.
Timeline
IT Support Engineer
Churchill Institute of Higher Education
09.2023 - Current
Customer Service Specialist
Telstra Hobart Call Center
02.2022 - 08.2023
- MS 900 Certification
Bachelor of Information Technology -
Victoria University
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