Roshan Ghimire
Campbell,ACT
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 network troubleshooting. ITIL v4 foundation concept and Microsoft Azure Fundamentals (AZ-900) certified. 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
Technical 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
Soft Skills
- Analytical and problem-solving skills
- Ability to prioritize and plan workload to meet deadlines
- Attention to detail and good time management skills
- 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 foundation concept, LinkedIn Learning
- AZ-900 (Microsoft Azure Fundamental)
Reference
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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