Sangmein Gurung
Sydney,NSW
Summary
Dedicated IT Support Technician with 3 years of experience in troubleshooting and resolving complex technical issues. Proven ability to communicate effectively with users and provide exceptional service in high-pressure environments. Strong analytical skills and attention to detail drive successful outcomes in IT operations. Seeking to leverage expertise in a dynamic organization focused on innovation and efficiency.
Overview
2
2
years of professional experience
Work History
IT Support Technician
Jaybro
Arndell Park, NSW
02.2024 - Current
- Provided Level 1 & 2 IT support to around 600 employees across multiple branches in Australia and New Zealand, addressing hardware, software, network, and application issues via phone, email, and ticketing systems (Zendesk).
- Diagnosed and resolved technical issues related to desktops, laptops, printers, and mobile devices, ensuring minimal downtime for users.
- Assisted with user account management, password resets, Active Directory management, and permissions across internal systems such as Monday, Salesforce, and Amazon Connect.
- Utilized IT service management (ITSM) tools, such as Zendesk, to track, escalate, and resolve tickets in a timely, efficient manner.
- Created and updated knowledge base articles and FAQs to enhance self-service options for end users.
- Coordinated with third-party vendors for hardware replacements, software troubleshooting, and warranty services.
- Worked with Level 3 support engineers and system administrators to resolve escalated issues and ensure customer satisfaction.
- Assisted with inventory tracking and asset management of company hardware, ensuring accurate records of all IT resources.
- Assisted the company with acquisitions all over Australia, providing on-site support for data migration. New site infrastructure set up.
- Involved with different projects such as Windows 11 rollover project, decommissioning Smartsheet, and moving the data to Monday.com.
IT Support Technician
Greenstone Financial Services
Norwest, NSW
08.2023 - 02.2024
- Provided Level 1 and 2 support to the business with about 700 users on-site and remote support.
- Maintained proper flow of the ServiceNow ticketing system. Made sure SLAs are maintained when dealing with tickets.
- Supported in-house built application alongside the developer and test team.
- Maintained smooth operation of Active Directory Users and Computers, as well as supported Office 365, mailboxes permission, SharePoint, and Teams Admin Center.
- Worked on onboarding new users in various systems across the business, as well as offboarding when they leave the business.
- Maintained a proper asset management system in the business.
- Worked on SCCM/Configuration Manager Console to deploy applications.
- Worked closely with the Security Team to isolate the infected user's account or machine successfully.
It Support Technician Level 1
Complete Office Supplies
Lidcombe, NSW
10.2022 - 08.2023
- Provided level 1 support to more than 600 users over 11 branches in Australia, remotely or physically, with any technical issues related to them. For instance, there are VPN issues, Office 365 issues, and MFA issues.
- Configuring, troubleshooting, and managing workstations, routers, printers, and other office and employee devices.
- Effectively log and prioritize all requests using a good ITSM system (Jira), with detailed internal notes, and escalate to the next level as needed. Also, I worked based on SLA when creating and working with the tickets.
- Looking after Asset Management duties through 'Manage Engine' for over 500 end-user devices as well. Make sure they are patched and updated properly to ensure fewer vulnerabilities.
- Make changes and update the database according to the request regarding the order status change, verifying customer email accounts in the database through the Advanced Query Tool (SQL).
- Supported in-house software used by the company to run warehouse business operations.
Education
Bachelor's in Business Information System - Information Technology
APIC College
Sydney, NSW10-2018
Skills
- Ticketing system experience
- Mobile device management
- Printer support
- Active Directory management
- ManageEngine
- Networking
- SQL database
- Amazon Connect
- Salesforce
- Monday project management tool
- Exclaimer email signature setup
- Smart PSS CCTV setup
- Time Management
References
References available upon request.
Timeline
IT Support Technician
Jaybro
02.2024 - Current
IT Support Technician
Greenstone Financial Services
08.2023 - 02.2024
It Support Technician Level 1
Complete Office Supplies
10.2022 - 08.2023
Bachelor's in Business Information System - Information Technology
APIC College
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