Sandeep Dhakal
Mawson,ACT
Summary
Dedicated and experienced Information Technology professional with a track record of success in infrastructure management, technical support, and IT leadership. Proven ability to troubleshoot and resolve complex technical issues. Adept at managing hardware and software configurations, providing exceptional customer support, and ensuring the smooth operation of IT systems.
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Technical Support Representative
TechSkills Institute
01.2023 - Current
- Responding to customer’s queries to have better understanding of their situation
- Carrying out computer configuration, installation, assembly, disassembly & amp; upgrade
- Performing Windows OS installation, upgrade and deployment
- Managing and coordinating tickets through OS Ticketing
- Managing users on Office 365 and Active Directory including user creation, password
resets, account lockouts - Supporting and handling end users and reported Problems
- Managing and monitoring backups for PC and serve
- Supporting diverse clients, ensuring smooth IT operations
- Managing Azure, Exchange, Hyper, Citrix, Intune, Mac/JAMF
- Troubleshot networking issues, utilized ticketing and monitoring tools
- Supported network and system administration by performing server maintenance.
- Work from home, ensuring smooth IT operations of clients.
Senior Store Executive
Superior Foods
03.2020 - 01.2023
- Managed store customer service policy to retain customer loyalty and win new business.
- Worked with managers of different departments to enact new policies and improve front-line store activities.
- Performed data entry and completed proper paperwork.
- Investigated and resolved variances in inventory counts on monthly basis.
- Use PRONTO system software for warehouse operations, invoicing, record management.
- Managed systems infrastructure, overseeing logistical movement to maintain smooth operations and prevent equipment and skill deficits.
Warehouse Associate
Bidfood
03.2017 - 03.2020
- Prepared and mailed invoices to customers, processed payments, and documented account updates.
- Completed and processed purchase orders and customer invoices each quarter.
- Entered and maintained billing information in company internal databases for accessibility.
- Generated reports covering details about data, system operation, and error monitoring.
- Improved forecasting systems to maintain adequate materials and supplies.
- Identified, selected, and maintained logistic suppliers and achieved optimum costs and service qualities.
- Maintained accurate, up-to-date documentation of supply chain processes for reliable reference.
Information Technology Intern
Fishburners
11.2019 - 02.2020
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Maintained user account information and group permissions
- Delivered end-user troubleshooting and desktop support.
- Managed network security and monitoring, ensuring maximum uptime.
- Provided 2nd and 3rd level technical support and troubleshooting for internal and external clients.
Technical Support Representative
WorldLink Communications
06.2016 - 10.2016
- Identified support tickets requiring urgent attention.
- Provided tier-one end-user support on phone, in-person and by ticketing system.
- Performed office moves, shipping and receiving and conference room support.
- Performed problem analysis to identify support call trends and problem areas.
- Coordinated with vendors for warranty repair of IT assets.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Monitored systems in operation and quickly troubleshot errors.
Technical Support Supervisor
Classic Support Pvt Ltd
02.2015 - 04.2016
- Implemented technical solutions to solve customer issues and increase satisfaction.
- Documented technical issues and solutions to enable tracking history and maintain accurate logs.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Enhanced helpdesk ticketing system, resulting in 40 % reduction in support call turnaround time.
- Worked with various systems, software and peripherals and various types of games.
Education
Professional Year - Information Technology
Queensland International Business Academy
Sydney, NSW01.2020
Masters of Information Technology - Computer Network And System Administration
Charles Sturt University
Sydney, NSW01.2019
Bachelor's - Electronics And Communication Engineering
NCIT, Pokhara University
Kathmandu12.2015
Skills
Hardware and network : Installation, configuration, assembly, maintenance
Operating system : Windows 7,8,10, Windows server 2019, MacOS
Cloud technologies: Office 365, MS Azure, One Drive, MS Teams
Backup technologies: Windows Backup, Office365 Backup
Applications: MS Office 365 desktop apps, MS project, Visual Studio, CISCO
Databases: SQL Server, Access, Relational Database
Networking: DHCP, DNS, TCP/IP, Routing and Switching
Certification
- CCNA - Cisco Certified Network Associate Training
- ITIL® Certification
Timeline
IT Technical Support Representative
TechSkills Institute
01.2023 - Current
Senior Store Executive
Superior Foods
03.2020 - 01.2023
Information Technology Intern
Fishburners
11.2019 - 02.2020
Warehouse Associate
Bidfood
03.2017 - 03.2020
Technical Support Representative
WorldLink Communications
06.2016 - 10.2016
Technical Support Supervisor
Classic Support Pvt Ltd
02.2015 - 04.2016
Professional Year - Information Technology
Queensland International Business Academy
Masters of Information Technology - Computer Network And System Administration
Charles Sturt University
Bachelor's - Electronics And Communication Engineering
NCIT, Pokhara University
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