Sandip Khanal
Curtin,ACT
Summary
Cisco and Microsoft Azure certified Help Desk Support with an ability to add value to dynamic, growth-oriented organizations that prioritize exceptional customer service and a positive work culture. Experienced in providing on-site technical support, troubleshooting hardware, software, and network issues, and performing system maintenance. Familiar with Microsoft 365 administration and gaining experience in managing applications and devices with Microsoft Intune. Adept at implementing technology-driven solutions that meet business needs, enhance processes, and improve operational efficiency by utilizing customer feedback, with strong attention to detail and a commitment to continuous improvement.
Overview
1
1
year of professional experience
1
1
Certification
Work History
Help Desk Support
Communities at work
02.2024 - Current
- Providing first-line technical support for common issues such as BSOD, password resets, login problems, and software access via phone, email, and ticketing systems
- Troubleshooting basic hardware and software issues on desktops, laptops, printers, and peripherals, ensuring efficient resolution
- Handling printer issues, such as network connectivity, paper jams, driver conflicts, and configuring network printers for efficient use across the organization
- Managing user accounts in Microsoft 365 and Active Directory, including password resets, account creation, permissions, and troubleshooting access issues
- Enrolling, managing, and securing devices using Microsoft Intune, applying updates, enforcing security policies, and performing remote actions like device locking and wiping
- Troubleshooting Microsoft Outlook issues like email delivery problems, connection errors, password issues, calendar sync, and addressing corrupted PST files and missing emails
- Managing and troubleshooting VOIP systems, addressing connectivity issues, configuring devices, and ensuring seamless communication across the network
- Providing remote support via tools like Remote Desktop, TeamViewer, and Zoom, resolving issues for off-site users
- Prioritizing, categorizing and escalating complex technical issues to senior support teams after performing initial troubleshooting and documenting all necessary details
- Monitoring helpdesk tickets to ensure timely follow-ups and resolutions within agreed service-level agreements (SLAs)
- Performing basic network troubleshooting, diagnosing connectivity issues with internet, routers, network printers, and shared resources
- Supporting system maintenance tasks, including applying patches, system updates, and checking backup systems for functionality
- Maintaining clear and professional communication with end users, providing regular updates and explaining technical solutions in user-friendly language
Field Technician
APCD Pty. Ltd
11.2023 - 01.2024
- Provided on-site technical support to customers, resolving hardware, software, and network issues efficiently
- Identified and rectified hardware faults to minimize downtime for customers
- Performed regular maintenance and updates on client systems to ensure optimal operation
- Managed cables, cleaned up device packaging, and recorded tag numbers
- Addressed any issues raised by customers and escalated them according to the escalation matrix
- Closed the job on-site by obtaining customer sign-off
- Maintained accurate records of all activities performed during client site visits
- Ensured compliance with company policies and specific customer requirements in all field activities
- Provided follow-up support by revisiting sites to maximize customer satisfaction
Education
Master of Information Technology - Enterprise Networking
University of Wollongong
Wollongong, NSWSkills
Operating Systems: Windows 8/10/11, Android, macOS
Windows Server Administration: Windows Server 2016/2019
Active Directory: User management, Permissions Management, Group Policies
Office Suite: Microsoft Word, Excel, PowerPoint, and Outlook
Outlook Troubleshooting: Configuration issues, connectivity problems, performance optimization
Microsoft 365 Administration: Exchange Online, Teams, SharePoint, OneDrive
Microsoft Intune: Device Enrolment, Policy Configuration, Software Deployment, Remote Support
Microsoft Entra ID: User management, group management, application access, multi-factor authentication (MFA)
Basic Networking: IP Addressing, TCP/IP, DNS, DHCP, VLAN, network troubleshooting
Hardware Support: PC assembly, printer troubleshooting, peripherals setup
Remote Support Tools: TeamViewer, Zoom, Remote Desktop Protocol (RDP)
Virtualisation: VMware, virtual machine (VM) creation and managements
Storage and Backup Solutions: RAID, NAS, Windows Backup
Help Desk Ticketing System: Zendesk, Documentation
VOIP Systems: RingCentral
Certification
- Cisco Certified Network Associate (CSCO13714522)
- Microsoft Azure Fundamentals Certified (AZ-900)
- Microsoft Endpoint Administration (MD-102), Preparing
Additional Information
● Strong analytical and problem-solving skills to tackle complex issues effectively.
● Continuous pursuit of learning and improvement with a growth mindset.
● Excellent time management skills for prioritizing tasks and meeting deadlines efficiently.
● Clear and confident communication, conveying technical information to diverse audiences.
● A can-do attitude and attention to detail, ensure high-quality work in every task.
● Active listener and collaborative team player, valuing teamwork to achieve common goals.
● Adaptable and fast learner, proficient in adopting new technologies and adjusting to diverse environments.
Project
CBA Windows 10 Branch Refresh | Team Member
- Contributed to the national refresh of over 8,500 hardware pieces across 800+ locations.
- Arriving on-site at 3:30 PM for pre-installation activities and coordinating with the CBA branch manager to ensure minimal disruption to branch operations.
- Installing hardware across multiple locations, following the deployment process outlined in the attached flow chart.
- Utilizing the Interro platform to access call details, supporting documentation (floor plans, item lists), and real-time updates on task progress.
- Completing milestones for arrival and installation commencement and closing each task promptly after handing over machines for Business Validation Testing.
- Completed installations by performing thorough cable management and obtaining customer sign-off, while providing next-day support to address any issues.
References
Available upon request.
Timeline
Help Desk Support
Communities at work
02.2024 - Current
Field Technician
APCD Pty. Ltd
11.2023 - 01.2024
Master of Information Technology - Enterprise Networking
University of Wollongong
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