Summary
Overview
Work History
Education
Skills
Personal Attributes
Certification
References
Timeline
Generic

Rojesh Thapa

Sydney

Summary

Results-oriented and adaptable IT Support Officer with a proven track record in troubleshooting and customer inquiries, specializing in Windows Server, Azure Active Directory, Windows 10/11, and Office 365 Admin. Looking for a new challenge in a reputable organization to utilize and enhance knowledge, skills, and experience for the growth of the organization and professional IT career.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Help Desk SUPPORT

EDP Capital pty ltd
03.2024 - Current
  • Managed and addressed clients' and users' requests, resolving issues, and escalating critical matters using the Freshdesk ticketing system
  • Oversaw accounts onboarding and offboarding, addressed user account issues, and helped with Microsoft Server 2019 and ADDS roles-related problems
  • Created new users, allocated them to relevant security groups, and ensured appropriate access to company share folders and personal folders using NTFS permissions and group policy
  • Assisted customers through phone, email, chat, and remote monitoring tools like RDP, TeamViewer in resolving technical issues
  • Diagnosed and resolved Windows 10 and 11 issues, including BSOD, operating system, updates and upgrades, backup and recovery plans, local admin password recovery, internet and Bluetooth connection issues, printer connectivity issues, and BIOS challenges
  • Prepared desktops, computers, and workstations for account onboarding
  • Orchestrated conference room setups, configuring cameras, speakers, microphones, internet connection, Microsoft Teams/Zoom for meetings
  • Successfully resolved printer-related issues, covering connectivity problems, print spooler malfunctions, paper jams, and toner replacements for both personal and network printers
  • Provided user support for installing, configuring, and using the Windows Operating system, Office apps, and Microsoft 365 applications
  • Created and managed user accounts, executed password resets, assigned permissions, and addressed issues related to Microsoft 365
  • Troubleshot SharePoint issues, including connectivity, configuration, and permission challenges
  • Resolved issues related to Exchange online, including the creation of shared mailboxes and addressing mailbox access challenges
  • Established Outlook accounts, resolved associated issues, created backup files for recovery, added secondary email to Outlook accounts, set up signatures in both OWA and Desktop applications, added automatic replies to inside and outside organization clients, sent bulk emails, and retrieved emails from previous periods
  • Addressed basic network connectivity problems, such as checking physical connection setups, pinging device IP addresses using ipconfig and ping commands, examining NIC card settings, and verifying DNS settings with the nslookup command.

Customer Service Representative

Woolworths Marrickville
06.2021 - 03.2024
  • Assisting customers at the checkout, receiving, and giving payments and orders from customer
  • Handling phone call for online orders and making announcements as required in the store
  • Maintaining solid customer service relationships by handling questions and concerns with speed and professionalism
  • Worked in a team maintaining peace and joyful environment for customers as well as teammates
  • Reporting and addressing the issues to senior manager in timely manner if they are out of my hands
  • Remain calm and composed in difficult times including intense customer displeasure
  • Receiving and placing customer service telephone calls
  • Able to work under pressure and in busy surrounding.

Education

Bachelor of Information Technology -

Victoria University
12.2022

Skills

  • Windows Server 2016 and 2019: ADDS, DHCP, DNS and print server
  • Installation and configuration of computer hardware, software, printer, and scanners
  • Microsoft Azure: Active Directory, MFA, virtualization, and resource management
  • Configuration and troubleshooting of networking devices like routers, switches, servers, and access points
  • Microsoft Office 365 Administration, OneDrive, SharePoint, Outlook, and Teams
  • Ticketing System: Freshdesk
  • Disk imaging, cloning, backup, and recovery
  • Virtualization: VMware
  • Remote Support: Remote Desktop Connection, Team viewer, MS Teams, Any desk
  • Microsoft Applications: Word, Excel, PowerPoint, and Project
  • ITIL and other network technologies
  • Enrolling devices, deploying software and applications on windows and mobile devices using Microsoft Intune

Personal Attributes

  • Always eager to learn and teamwork and can work under pressure.
  • Strong verbal and written communication skills.
  • Attention to detail, time management and customer service skills.
  • Adaptable to new tools, software, and hardware.
  • Effective conflict resolution skills.
  • Australian driving license.

Certification

  • Microsoft AZ-900 (Microsoft Certified: Azure Fundamentals)

References

Available upon request

Timeline

IT Help Desk SUPPORT

EDP Capital pty ltd
03.2024 - Current

Customer Service Representative

Woolworths Marrickville
06.2021 - 03.2024

Bachelor of Information Technology -

Victoria University

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Rojesh Thapa