Summary
Overview
Work History
Education
Skills
Certification
Project
References
Timeline
Generic

Salon Thapa

Sydney,NSW

Summary

Dynamic IT Support Specialist with a proven track record at Extra Tech, adept in resolving complex technical issues and enhancing user productivity through expert management of Microsoft 365 and Intune. Achieved a 95% first-contact resolution rate, demonstrating exceptional problem-solving abilities and customer service skills.

Overview

3
3
years of professional experience
1
1
Certification

Work History

IT Support Specialist

Extra Tech
Sydney, NSW
12.2024 - Current
  • Provided Level 1 support to end users, resolving hardware, software, and network issues for over 300 staff across multiple locations.
  • Handled Active Directory tasks, including resetting passwords, creating accounts, and modifying group policies to ensure efficient access.
  • Monitored and resolved network connectivity issues in LAN, WAN, and Wi-Fi, using troubleshooting tools such as Wireshark.
  • Configured and maintained Microsoft 365 applications (Teams, SharePoint, OneDrive, Exchange), which improved end-user productivity.
  • Administered Microsoft Intune for device management and application deployment, enhancing security compliance throughout the organization.
  • Provided remote support using tools like TeamViewer, AnyDesk, and Remote Desktop, resolving over 95% of issues on first contact.
  • Carried out assisting operations in solving hardware issues, such as desktops, laptops, and printers, to ensure minimum downtime for staff.
  • Assisted in the systems imaging and installations of software, using Clonezilla, to enable efficient deployments at a large scale across the organization.
  • Documented technical solutions and created a user knowledge base, reducing repetitive support requests by 25%.
  • Monitored zendesk ticketing systems and escalated complex and unresolved issues to colleague and manager.

Customer Service Representative

Coles Express
Kingsgrove Sydney, NSW
02.2022 - Current
  • Delivered outstanding customer service, scoring a 95% satisfaction rate.
  • Showcased the highest level of professionalism with the most challenging customers.
  • Identified opportunities to up-sell customers on additional products or services.
  • Acquired problem-solving and communication skills to easily transition into IT support positions.

Education

Bachelor of Science - Information Technology

Victoria University
Sydney, NSW
11-2024

Skills

Technical Skills:

  • Operating Systems: Windows 10/11, Windows Server (Active Directory, DHCP, DNS, FTP)
  • Networking: LAN/WAN troubleshooting, TCP/IP, DHCP, DNS, and basic switch/router configuration
  • Software & Tools: Microsoft 365 (Teams, SharePoint, OneDrive, Exchange), Azure AD, Intune, WSUS, Zendesk, ServiceNow, and Clonezilla
  • Remote Support Tools: TeamViewer, Remote Desktop, AnyDesk
  • Backup and Recovery: Clonezilla, Azure, AWS
  • Hardware: desktop and laptop troubleshooting, printer configuration, peripheral device setup

Interpersonal Skills:

  • Problem-Solving
  • Attention to detail
  • Fast learner
  • Customer service
  • Time management

Certification

  • Cisco Certified Network Associate (CCNA), Cisco - ID: CSCO14661197
  • Microsoft 365: Administration, LinkedIn Learning
  • Cloud Management with Microsoft Intune, LinkedIn Learning
  • ITIL 4 Foundation Training, LinkedIn Learning

Project

Virtual Friend Web Application

Role: Developer and Team Leader, Tools: Python, PHP, SQL, ChatGPT 3.5 API

  • Developed a web-based, user-friendly chatbot application using ChatGPT 3.5, with a focus on simulating human-like interaction
  • Designed and implemented a SQL database for conversation history message storage, ensuring data integrity and security
  • Presented the project at a university demonstration, showcasing the web application's capabilities

References

References available upon request.

Timeline

IT Support Specialist

Extra Tech
12.2024 - Current

Customer Service Representative

Coles Express
02.2022 - Current

Bachelor of Science - Information Technology

Victoria University

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Salon Thapa