Roshan Ghimire

1. Delivered first-level IT support across hardware, software, and networks.

• Assisted over 50 users weekly, resolving issues related to desktops, laptops, printers, and mobile devices.
• Provided support for Windows and macOS environments, including system configuration, and troubleshooting.
• Handled AV systems setup for meetings, lectures, and events across campus.

2. Managed Zoom Accounts for Global Teams

• Administered and scheduled Zoom meetings/webinars across different time zones for multiple campuses.
• Troubleshot video and audio connectivity issues, ensuring smooth delivery of online classes and meetings.

3. Administered the Blackboard LMS for academic use.

• Set up and updated course shells, uploaded study materials, and managed student enrollments and module access.
• Resolved user login, content access, and upload issues in collaboration with academic staff.

4. Maintained IT asset inventories for software and hardware.

• Tracked and updated records for over 300 IT assets, including computers, peripherals, and licensed software.
• Used Excel and asset management tools to manage inventory audits, and prevent loss.

5. Supported ISO 27001 compliance initiatives.

• Configured systems for security hardening (e.g., local admin lockouts, endpoint encryption).
• Applied access control policies and password complexity rules aligned with compliance standards.

6. Resolved system failures and ensured backup reliability.

• Diagnosed and fixed BSODs and system crashes by analyzing dump files and event logs.
• Implemented and monitored backup solutions using RAID, Veeam, and EaseUS for critical systems.

7. Managed Device Configurations via Microsoft Intune.

• Deployed security policies, software packages, and conditional access rules through Intune.
• Assisted in device enrollment and the remote wipe of lost or stolen corporate devices.

8. Provided remote IT support via ticketing systems.

• Used Zendesk and Freshdesk to manage and resolve support tickets within the SLA.
• Delivered remote desktop assistance to off-site users for software setup, VPN, and Outlook configuration.

9. Oversaw system procurement, installation, and enterprise app support.

• Handled end-to-end procurement from vendor selection to the deployment of hardware and software.
• Supported enterprise applications include Office 365, Zoom, Adobe, and VPN tools.

10. Managed Active Directory, Group Policies, and Scripting.

• Created and maintained AD user and group accounts, and applied GPOs for security and access control.
• Used PowerShell for automating routine tasks (e.g., bulk user creation, network diagnostics, and report generation).

11. Delivered in-class IT support and managed ELO interactive software.

• Provided end-to-end classroom IT support, including setup and troubleshooting of projectors, microphones, speakers, and video systems.
• Managed and maintained ELO Interactive Touchscreen Software, resolving audio-visual syncing issues, and ensuring smooth lecture delivery.

1. Provide first-level technical support.

• Troubleshoot hardware, software, and network issues for end users (e.g., login problems, printer errors, and internet connectivity) throughout the hotel premises.
• Assisted in setting up and configuring office hardware for staff use.

2. Install and configure IT equipment.

• Set up desktops, laptops, monitors, printers, and mobile devices; install required software and updates, as per company policy.

3. Maintain and monitor systems.

• Regularly check system performance, antivirus updates, disk space, and basic server health under supervision.

4. Document and track IT issues.

• Log support requests using a ticketing system (ServiceNow), and update resolutions for future reference.
• Reported unresolved technical issues to senior IT personnel for escalation.
• Maintained accurate inventory records for auditing and operational efficiency.

5. Support IT Asset Management.

• Assist in inventory tracking, labeling devices, and ensuring proper documentation of issued and returned equipment.

1. Customer Support & Query Handling.

• Delivered frontline support by responding to telephone and in-person customer inquiries.

2. Order Management.

• Processed and tracked customer orders accurately, using internal systems.

3. Basic IT Support.

• Conducted basic troubleshooting of laptops, printers, and other in-house IT equipment.

4. Inventory and Procurement Operations.

• Managed restocking processes to ensure product availability, and minimize delays.

5. Service and Process Improvement.

• Resolved service-related issues effectively, ensuring high levels of customer satisfaction.