Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
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Roshan Rimal

Sydney,NSW

Summary

Technology-inclined IT support professional with a strong customer service focus and a solid track record of resolving technical issues efficiently. Experienced in troubleshooting complex problems and delivering quick, effective solutions. Excellent communicator, able to simplify technical concepts for users and ensure a smooth IT experience.

Overview

1
1
year of professional experience
1
1
Certification

Work History

IT Support Officer

Zero Markets
02.2024 - Current
  • Diagnosing and resolving various Windows 10/11 issues, including slow boot-ups, driver updates, software installations, and Blue Screen of Death (BOD) incidents
  • Installing and upgrading Windows-based operating systems and servers, managing user access for optimal system performance
  • Providing technical support via phone, email, and Fresh Desk ticketing system, addressing user queries and technical issues
  • Implementing and managing RAID configurations (RAID 1, 5, 10) to enhance data redundancy and performance
  • Administering Azure Active Directory, handling account creation/deletion, password resets, and Multi-Factor Authentication (MFA)
  • Configuring and maintaining Azure Virtual Machines (VM) and storage solutions for performance optimization
  • Managing on-premises Active Directory, including user administration tasks and group policy implementation
  • Administering Microsoft 365, Exchange, and SharePoint, supporting migration, troubleshooting, and license management
  • Supporting OneDrive and Teams, both web-based and desktop applications, ensuring seamless collaboration
  • Configuring Outlook accounts, including signature assignments, folder organization, and email troubleshooting
  • Installing and managing network printers, troubleshooting issues to ensure efficient operation
  • Managing backup solutions with Veeam Backup, including system rollovers, imaging, and regular backups for disaster recovery.

Crew Member

Eljannah
05.2023 - 12.2023
  • Warmly greeted and engaged customers, consistently delivering an outstanding level of service
  • Skilfully navigated Point of Sale (POS) systems to efficiently process customer orders with precision
  • Managed the packaging and delivery of hot orders to both customers and delivery drivers, contributing to the satisfaction of their cravings for delicious food
  • Demonstrated effective leadership by overseeing day-to-day team activities, fostering motivation, and achieving organizational goals
  • Provided valuable assistance to customers, offering advice and guidance to facilitate optimal purchasing decisions
  • Responded promptly to customer complaints and requests, ensuring resolutions that upheld high levels of customer satisfaction
  • Fostered sustainable relationships of trust through open and interactive communication, contributing to a positive and loyal customer base.

Education

Master’s Degree in Information Technology -

King’s Own Institute
Sydney, NSW
07.2022

Skills

  • Clear and polite communication in person, over the phone, and in written correspondence
  • Proficient in understanding complex issues, thinking critically, and devising effective solutions
  • Capable of making sound decisions and taking initiative in challenging situations to facilitate problem resolution
  • Enthusiastic and pleasant to work with, maintaining a positive demeanor even in high-stress environments
  • Demonstrated ability to foster a positive atmosphere within the team
  • Maintains a high level of focus and organizational skills to efficiently handle tasks and responsibilities
  • Strong work ethic ensuring consistent and dedicated contributions to tasks and projects
  • Advanced knowledge of Windows Server 2016, 2019, 2021, and 2022
  • User account management and group policy implementation in on-premises Active Directory
  • Configuration of DHCP, DNS, Print Server, and Backup Server
  • User management in Azure AD and Office 365, with expertise in connecting Microsoft Entra ID with on-premises servers
  • Experience with Microsoft Intune for device and application management
  • Expert troubleshooter for Windows 10 and 11 OS
  • Proficient in RAID configurations (RAID 1, 5, 10) to ensure data redundancy and performance
  • Management of Virtual Machines using VMware/Hyper-V
  • Skilled in imaging and Windows OS rollouts for efficient deployment and system updates
  • Expertise in Veeam Backup solutions, including configuration, management, and restoration
  • Familiarity with basic PowerShell commands
  • Advanced troubleshooting for Outlook, including email configuration, synchronization issues, and performance optimization
  • Knowledgeable in routing protocols such as RIP, OSPF, EIGRP, etc
  • Experience with Remote Desktop Connection and third-party tools like TeamViewer/AnyDesk
  • Experience in Freshdesk ticketing system
  • Proficiency in SharePoint, Exchange Online, sharing home drives, and mapping network drives
  • Expertise in network printer configuration and troubleshooting to ensure consistent and efficient operation

Certification

  • Microsoft Azure-900
  • CCNA (Cisco Certified Network Associate)
  • IBM Cyber Security Analyst Professional Certificate
  • Putting ITIL Into Practice: Applying ITIL 4 Foundation Concepts
  • IT Help Desk for Beginners

References

Available Upon Request

Timeline

IT Support Officer

Zero Markets
02.2024 - Current

Crew Member

Eljannah
05.2023 - 12.2023

Master’s Degree in Information Technology -

King’s Own Institute

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Roshan Rimal