Ram Adhikari

Information Technology Service Technician Level 2

Hardware & General

Brookvale

07.2021 - Current

Provided technical support to users in person, via phone, and email
Performed troubleshooting analysis of networks using various diagnostic tools such as ping tests, traceroutes.
Resolved customer service inquiries by identifying problems, researching solutions and responding promptly via email or telephone.
Created user accounts with appropriate permissions in Active Directory environment.
Assisted with the deployment of new applications and services in production environments.
Resolved escalated customer service requests from Level 1 support personnel.
Maintained and monitored network systems, including firewalls, routers, switches, storage solutions and other hardware components.
Troubleshot hardware and software issues, resolved technical problems, and provided recommendations to improve system performance
Installed and configured software, hardware, and network devices
Maintained computer networks, servers, and security systems
Managed and prioritized help desk tickets using Fresh service and ServiceNow
Maintained accurate documentation of IT procedures and solutions
Conducted training sessions for end-users to increase productivity and efficiency
Implemented system backups and disaster recovery plans as needed.
Involved in different projects within the company like changing the point-of-sale software
Documented processes related to system operations in order to ensure consistent implementation across the organization.
Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
Collaborated with vendors and developers to resolve complex technical issues and recurrent faults.