Raju Shrestha
Sydney,Australia
Summary
Experienced IT Support Specialist with a strong knowledge of effectively managing initial support inquiries, conducting thorough problem analysis and investigation, implementing timely resolutions, and escalating support issues as necessary, all while maintaining a collaborative approach with the service desk team. Backed by a solid academic foundation in IT and extensive customer service background, I bring a diverse skill set and extensive expertise in technical support, operations, and troubleshooting. Recognized for possessing comprehensive knowledge in hardware, software, security protocols, and cloud technologies. Currently seeking an engaging career opportunity where I can apply my passion for delivering customer-centric IT support services, utilizing exceptional communication and finely-honed customer service skills to consistently surpass expectations.
Overview
4
4
years of professional experience
Work History
IT Support Specialist
LevelOneIT
10.2021 - Current
- Responding to IT support requests and providing support over phone, via email and in person
- Managing and coordinating ticket through OS Ticketing system as required
- Performing Windows OS installation, upgrade and repair
- Troubleshooting technical issues on equipment such as printers, scanners and peripheral devices
- Performing and monitoring backups for PC and Windows Server
- Providing remotely support using Team Viewer and different remote connection applications
- Managing user accounts and permissions on Office365, Active Directory, Azure
- Escalated tickets to appropriate Specialists if required
- Training end users on various hardware and software
- Creating technical documents and knowledgebase for users and team members.
IT Support Specialist
TechSkills Institute-Intern
10.2020 - 09.2021
- Providing client support and technical issue resolution via email, phone, web
- Managing and coordinating ticket through OS Ticketing system
- Performing and monitoring backups for PC and Windows Server
- Carrying out Windows OS installation, upgrade and deployment work
- Performing troubleshooting remotely using remote connection tools
- Carrying out computer configuration, installation, assembly, disassembly and upgrade
- Managing users on Office 365 and Active Directory like user creation and password resets
- Troubleshooting technical issues on equipment such as printers, scanners and other peripherals
Customer Service
Christopher Cakeshop
03.2019 - 09.2020
- Assisted customers in selecting and purchasing bakery items
- Addressed customer inquiries and provided product information
- Handled customer complaints and resolved issues to ensure satisfaction
- Coordinated with bakery team to fulfill custom cake orders
- Maintained clean and organized environment for customers
- Assisted in packaging and presenting bakery products attractively
- Greeted customers and ascertained customers' needs
- Stocked shelves and supplies and organized displays
- Verified that all customers received receipts for purchases
- Developed positive customer relationships through friendly greetings and excellent service
- Answer phones, take orders, and expedite them in timely and efficient manner
Education
Bachelor of Information Technology -
Crown Institute of Higher Education
Sydney, NSW07.2023
Diploma and Adv. Diploma - Information Technology
Kingsford International Institute
Sydney, NSW03.2022
Skills
- Hardware & Network: Installation, Configuration, Assembly, Maintenance, Upgrade
- Operating System: Windows 7/8/10, Windows Server 2019, Mac OS
- Cloud Technologies:
- Office365, MS Azure, OneDrive, AWS, SharePoint
- Backup Technologies: Windows Backup, Office365 Backup
- Ticketing: OS Ticketing, Zendesk, Freshdesk and ServiceNow
- Applications: MS Office365 desktop Apps, Visual Studio, Adobe Creative Cloud
- Networking: DHCP, DNS, TCP/IP, Router, Switches
- CORE COMPETENCIES
- Excellent Interpersonal Abilities Demonstrated Communication Abilities
- Self-Driven Versatile Tech-Savvy Attention to detail
- Team Leader/Player Excellent Customer Service Time Management
- Positive Attitude Can-do Attitude
Language
English: Native Proficiency
Refrence
Available Upon Request
Timeline
IT Support Specialist
LevelOneIT
10.2021 - Current
IT Support Specialist
TechSkills Institute-Intern
10.2020 - 09.2021
Customer Service
Christopher Cakeshop
03.2019 - 09.2020
Bachelor of Information Technology -
Crown Institute of Higher Education
Diploma and Adv. Diploma - Information Technology
Kingsford International Institute
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