Roshan Ghimire
Campbell
Summary
Experienced and motivated IT Help Desk Support professional with a year of experience. Proficient in Windows Server, Cloud (Azure and Office 365), and basic networking. ITILv4 certified and working on getting an Azure certificate. Confidence in dealing with the customers and providing them with good customer service. Seeking new challenges within the IT industry to further enhance knowledge and skills.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Help Desk Support
Global Scholar
08.2023 - Current
- Providing excellent technical support and assistance to clients through various communication channels like phone, email, in-person, remote support and through the ticketing system
- Performing computer, phone and printer setup including driver updates, and installation of software and applications for the customers using Group Policy Management
- Assisting and troubleshooting basic network problems related to ethernet cables, NIC cards, and patch panels
- Assisting and troubleshooting basic network system issues related to DHCP and DNS using CLI commands like ping, ns lookup, tracert, ipconfig /release /renew / flush DNS etc
- Troubleshooting various Windows issues related to slow computer performance, password recovery, software problems, licensing, BSOD errors, backups, updates, upgrades, monitors, and docking stations
- Troubleshooting issues related to the printer like toner replacement, and paper jams
- Performing basic administration tasks like user creation, password reset, and enabling/disabling accounts using the active directory on Windows Server 2019 and 2022
- Using Group Policy Management on Windows Server 2019 and 2022 to enforce password requirements, and to manage applications and system restrictions
- Using NTFS permissions on Windows Server 2019 and 2022 for granting access to personal and shared network drives
- Performing basic administration tasks like user creation, assigning licenses and roles, creating groups, overseeing shared mailboxes, mailbox delegation and mail forwarding in the MS 365 admin portal
- Creating and managing Microsoft accounts on Outlook, including signature assignment, automatic reply setup, new profile creation, archiving and PST backup file creation
- Implementing multi-factor and self-service password reset in Azure Active Directory and enhancing security and user authentication processes
- Registering devices to Intune using the company portal app, Entra-ID login and autopilot
- Also, wiping, refreshing and deleting devices from Intune whenever necessary
- Addressing system performance issues on Windows using tools like Task Manager, Reliability Monitor, Resource Monitor and Event Viewer
- Using remote support tools including TeamViewer, Remote Desktop, Zoom, and MS Teams to carry out efficient problem resolution
- Maintaining communication with relevant customers and team members regarding escalated issues and their status updates.
Bartender
Monster Kitchen and Bar
02.2021 - Current
- Pay attention to the concerns and needs of the customer to guarantee that customer difficulties are accurately understood and resolved
- Showed empathy and patience when assisting angry customers, offering consoling and calming assistance
- Handle several customer requests at once while upholding a high standard of care and attention to detail
- Effectively diffuse difficult circumstances, transforming potentially unpleasant encounters into beneficial ones
- Employed active listening techniques to comprehend the demands and preferences of the consumer in order to ensure precise and effective problem solving.
Education
Bachelor's degree in Information Technology -
University of Canberra
01.2022
Advance Diploma in Network Security -
CIBT
01.2021
Skills
- Windows Server 2016/2019/2022: Knowledge of ADDS, DHCP, DNS and Print Server
- Microsoft Entra ID: Active Directory, Virtualization, Resource Management, MFA, and SSPR Implementation
- MS 365 administration: user and license management, Exchange-mail, Teams, OneDrive, and SharePoint
- Networking: Basic knowledge of TCP/IP, Routing, VPN, and cabling
- System Backup: Shadow Protect, OneDrive and veam
- Disk Backup: RAID 0, 1, 5 and 10
- Ticketing System: Fresh service, Jira
- Virtualization: VMware workstation, Windows Hyper-V
- Remote Support: Team Viewer, Zoom, MS Teams, Remote Desktop Connection (RDP)
- Deployment Service: WDS, Intune
- Troubleshooting of MS 365 Applications: Word, Excel, and Outlook
- Analytical and problem-solving skills
- Ability to prioritize and plan workload to meet deadlines
- Attention to detail and good time management skills
- Very personable and communicates well with all levels of stakeholders
- Able to work on multiple high-priority tasks simultaneously
- Maintain up-to-date documentation of software applications, hardware, systems and environments
- Australian Driving License
Certification
- ITILv4, LinkedIn Learning
- AZ-900(Microsoft Azure Fundamental), Ongoing
Personal Information
Title: IT Help Desk
References
Available Upon Request
Timeline
IT Help Desk Support
Global Scholar
08.2023 - Current
Bartender
Monster Kitchen and Bar
02.2021 - Current
Bachelor's degree in Information Technology -
University of Canberra
Advance Diploma in Network Security -
CIBT
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