Hi, I’m
Royal Poudel
Dubbo,NSW
Summary
Experienced IT Technical Support Specialist with over 2+ years of experience in IT industry. Excellent reputation for resolving problems and improving customer satisfaction. With over 4+ years of offering customer services for clients with experience of dealing with different customers and resolving different customer issues, complaints, and inquiries with actionable advice. positively impacts all customer interactions and engineering efforts for supported products.
Overview
6
years of professional experience
1
Certificate
Work History
Sprint Intercom and Security Pty LtdLane Cove West, NSW
Desktop Support Engineer
02.2022 - Current
Job overview
- Provide Windows and Mac Hardware and Software Support.
- Enroll Android, Apple and Windows devices using Intune.
- Documentation and tracking all support requests and resolutions using ServiceNow.
- Provide user support and training to use the new software application that is deployed.
- Provide technical assistance to end-users, guide them through the resolution of issues or helping them understand how to use hardware and software effectively.
- SCCM and imaging.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Track and manage assets, maintaining an inventory of desktop system, licenses, and peripherals.
- Maintain the documentation and knowledge bases, recording common issues and their solutions to help future troubleshooting process.
- Perform routine maintenance tasks, such as system updates, patches, and antivirus scans to endure the security and optimal performance of desktop systems.
Himarks ComputersSylvania, NSW
IT Technical Support Specialist
02.2021 - 02.2022
Job overview
- Answer phone calls, handle incoming queries and request from customers effectively.
- Effectively log all requests and prioritize them via proper ITSM system(Fresh service) with detailed internal notes and escalate them to higher level as per requirement.
- Provide support remotely by using RMM tools such as N-able and Teamviewer.
- Support with Office 365 related tasks such as creating new users, assigning licenses and permissions, converting mailbox to shared mailbox, provide delegation, reset password from admin portal.
- Provide End user support with Azure and Microsoft Active Directory, assign group policy to proper organization unit and adding users accordingly.
- Migrate the data from File and printer server to the cloud and update new information to SharePoint Communication Site.
- Basic configuration of routers and fix networking issues up to L1 and L2.
- Worked on Virtualization technologies such as Esxi 6.5 and Hyper-V and create virtual machines under the supervision seniors.
- Walked customers through common phone hardware and software configurations to maximize service functionality.
TelstraParramatta, NSW
Sales Representative
04.2018 - 02.2022
Job overview
- Increased sales by offering advice on purchases and promoting additional products
- Achieved monthly/weekly sales goals by promoting product benefits and enrolling new customers
- Retained excellent customer satisfaction ratings through outstanding service delivery
- Trained and mentored new sales representatives
- Reached out to customers after completed sales to evaluate satisfaction and determine immediate service requirements.
Hungry JacksBurwood, NSW
Crew Member/Team Leader
04.2018 - 02.2021
Job overview
- Maintained customer satisfaction while handling food products quickly and professionally
- Checked completed orders for accuracy and bagged meals for easy carrying
- Friendly behavior with customers and other crew members
- Have good experience in taking drive-thru as well as front counter orders.
Education
ATMC
ACS Professional Year from Professional Year
02-2023
MIT
Bachelor of Networking and Telecommunication
03-2021
Skills
- ITSM ticketing system: ServiceNow
- Remote Monitoring tools: TeamViewer
- Communication System: Microsoft Teams and Skype for Business
- Platform: Office 365
- Mobile device Management: Cisco Meraki and Intune
- Antivirus and Email: Microsoft Defender
- Backup Software: Cloud Ally
- Server Management: SCCM and Azure Active
- Operating System: Windows, Apple, Apple and Mac
- Networking: LANs, WANs, TCP/IP, DNS, and Cisco Umbrella
- Cloud server and File and Print server
- Phone Server: 3CX
- Virtual Desktop Infrastructure: Citrix Server
- Printer: Fuji xerox and Canon
Timeline
Desktop Support Engineer
Sprint Intercom and Security Pty Ltd
02.2022 - Current
IT Technical Support Specialist
Himarks Computers
02.2021 - 02.2022
Sales Representative
Telstra
04.2018 - 02.2022
Crew Member/Team Leader
Hungry Jacks
04.2018 - 02.2021
ATMC
ACS Professional Year from Professional Year
MIT
Bachelor of Networking and Telecommunication
Certification
- Certified ACS IT professional Year Program
- ICT Business Analyst
- Network Analyst
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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References
References available upon request.
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