Roj Lama
Burwood,Australia
Summary
IT support professional with 2 years of Level 1/2 experience and a background as a department manager in customer service. Focused on organizational growth and team collaboration, Add value through result-driven support, effective communication, and innovative suggestions for the organization. Graduate of Bachelor in IT with outstanding academic performance, recognized and rewarded by professors, and committed to continuous learning in technology.
Overview
2
2
years of professional experience
Work History
IT Support Level1/2
Uniq Turn Education and Migration
06.2022 - Current
- Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Manage user accounts and permissions, ensure smooth operation of email and collaboration tools daily
- Support and maintain cloud infrastructure, ensuring web services and data storage are operational
- Handle and resolve support tickets efficiently, track IT issues, and ensure timely resolutions
- Monitor systems for performance, provide remote support to resolve technical issues swiftly
- Perform regular data backups and recover critical information to protect against data loss
- Configure and maintain VoIP systems for seamless communication and handle related support tasks
- Troubleshoot and resolve software, hardware, and network issues to minimize downtime
- Implement security measures to safeguard sensitive data and ensure compliance with regulations
- Set up and maintain network devices, troubleshoot connectivity issues, and monitor network performance
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Used ticketing systems to manage and process support actions and requests.
- Installed, configured and maintained computer systems and network connections.
- Patched software and installed new versions to eliminate security problems and protect data.
Department Manager
SUPA IGA Summer Hill
04.2022 - 12.2023
- Manage customer service excellence by addressing complaints, resolving issues, and ensuring satisfaction daily
- Manage, lead and mentor the team to meet performance goals, always ensuring top-quality service
- Handle product-related issues, collaborate with suppliers to ensure stock availability and quality
- Maintain and analyse data on staff performance and product inventory for efficient operations
- Foster strong communication with owners and customers, building lasting relationships and trust
- Resolve customer complaints efficiently, applying problem-solving strategies to enhance service experience
- Ensure smooth collaboration between staff, suppliers, and customers, using excellent communication and leadership
- Propose strategies in team meetings to optimize processes, enhance productivity, and grow the business
- Improved customer satisfaction rates through attentive service, prompt issue resolution, and continuous process improvements.
- Developed strong relationships with suppliers, securing better deals and ensuring timely deliveries.
- Developed and managed department budget to monitor financial performance and minimize expenses.
- Increased productivity by identifying bottlenecks and implementing targeted solutions.
- Defined clear targets and objectives and communicated to other team members.
- Oversaw inventory management processes, maintaining optimal stock levels while minimizing waste and losses due to shrinkage or obsolescence.
Education
Professional Year - Australian Business Culture and Environment, Achieving Career Success, Australian Workplace Skills and Professional Business Communication
QIBA
Sydney, NSW09.2024
Bachelor of Information Technology - Project Management, Programming Language (C#, HTML, CSS, JavaScript), Software testing, Web development and SQL Management and database
King's Own Institute
Sydney, NSW06.2024
Skills
- IT Ticketing System: Freshworks
- Communication System: Microsoft Team
- VOIP (3CX)
- Cloud Solutions: Microsoft Azure
- Mobile Device Management: Cisco Meraki
- Endpoint Manager /Microsoft Intune
- Platform: Microsoft Exchange
- Office 365
- Microsoft Active Directory
- SCCM
- Remote Monitoring & Management Tool: N-sight
- TeamViewer
- Backup Software: CloudAlly
- Server Management: Azure Active Directory
- Operating System: Windows
- Android
- Apple
- Mac
- Networking: LANs
- WANs
- TCP
- IP
- VoIP
- DNS
- Wireless
- VPN
- Cisco Umbrella
- Network Device Setup
- Wi-Fi Troubleshooting
- Network Monitoring
- Cabling
- Servers: File Server
- Print Server
- Application Server
- DNS Server
- Virtual Server
- Microsoft Exchange Server
- Monitoring and Management Server
- Cloud Server
- Phone Server (3CX)
- Hardware: Routers
- Switch
- Server
- Virtualization: Oracle VM VirtualBox
- Additional Skills: Troubleshooting
- Problem diagnosis
- Customer service
- Office 365 security
IT Asset Management
Remote Desktop Support
Network Troubleshooting
Help Desk Support
Software Installation
VPN Configuration
Patch management
Areasofexpertise
Freshworks, Microsoft Team, VOIP (3CX), Microsoft Azure, Cisco Meraki, Endpoint Manager /Microsoft Intune, Microsoft Exchange/Office 365, Microsoft Active Directory, SCCM, N-sight, TeamViewer, CloudAlly, Azure Active Directory, Microsoft Active Directory, Windows, Android, Apple, Mac, LANs / WANs, TCP / IP, VoIP, DNS, Wireless /VPN, Cisco Umbrella, Network Device Setup, Wi-Fi Troubleshooting, Network Monitoring, Cabling, File Server, Print Server, Application Server, DNS Server, Virtual Server, Microsoft Exchange Server, Monitoring and Management Server, Cloud Server, Phone Server (3CX), Routers, Switch, Server, Oracle VM VirtualBox, Troubleshooting, problem diagnosis, customer service, Office 365 security
References
Available upon request
Timeline
IT Support Level1/2
Uniq Turn Education and Migration
06.2022 - Current
Department Manager
SUPA IGA Summer Hill
04.2022 - 12.2023
Professional Year - Australian Business Culture and Environment, Achieving Career Success, Australian Workplace Skills and Professional Business Communication
QIBA
Bachelor of Information Technology - Project Management, Programming Language (C#, HTML, CSS, JavaScript), Software testing, Web development and SQL Management and database
King's Own Institute
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