Summary
Overview
Work History
Education
Skills
Certification
Soft skills
Reference
Timeline
Generic

Santosh Timalsina

Lidcombe,NSW

Summary

An enthusiastic system supports professionals with complex technical knowledge and exceptional communication skills, seeking to benefit an IT department by providing efficient and effective help for a variety of IT issues, including network connectivity, software installation, and configuration, and skilled in Azure and Office365, prioritizes customer satisfaction, lifelong learning, and a commitment to providing high-quality IT assistance that matches the demands of the organization.

Overview

5
5
years of professional experience
1
1
Certification

Work History

System Administrator

Bengalla Mining
03.2023 - Current


  • Troubleshooting Windows 10/11 related issues remotely or onsite like driver updates, internet issues, VPN connection, BSOD, installing of software and hardware, and communicating with vendors upon major issues
  • Setting up the computer, VOIP phone, printer, and disc partition
  • Deployment of Software and Application to the client's computer using the group policies and diagnosis of the issues that arise on these programs
  • Providing the technical support to Customers via phone calls or email or in-person and keeping a record of their issues and solutions
  • Troubleshooting the office network, dealing with issues with cables, switching, routers, patch panel, printer server, and many more
  • Logging all tickets as well as service requests and collecting required information through an effective incident management system and keeping a record of work
  • Setting up online meeting rooms through Teams and Zoom and configuring projectors for face-to-face meetings
  • Providing guidance and support to employees with the setup and arrangement of Windows, Mac OS, Office 365, and other mining applications
  • Performing tasks in Active Directory such as Creating Organizational Units, Users, and Groups, enabling or disabling accounts, resetting passwords, and adding the users in groups according to their departments
  • Creating a mail using Exchange Server from the on-premises and migrating the mailbox into Office 365
  • Assigning the office365 licenses according to the user's requirement
  • Configuring Multi-factor authentication (MFA) for staff and assisting them with the authentication
  • Creating and Adding Microsoft accounts in Outlook, assigning email signatures, configuring custom folders for specific senders, and addressing various other issues related to Outlook
  • Troubleshooting related to Office 365 suite apps such as Exchange, Outlook, Word, SharePoint, One drive, Power BI, Teams, and many more issues
  • Troubleshooting the mining apps like Pulse Vintage, Pulse Iv4T, intelHR, and others

System Support Analyst - Internship

Fast Facilities Services
11.2022 - 02.2023
  • Install and configure computer systems, software applications, and peripheral devices
  • Assist with user account management, including password resets and access permissions
  • Respond to user inquiries via phone, email, or in-person, providing excellent customer service
  • Collaborate with team members to escalate complex problems and ensure timely resolution
  • Provide technical support to end-users, assisting with hardware, software, and network issues
  • Document support activities, including troubleshooting steps, resolutions, and user interactions
  • Asset management and stock take of IT equipment
  • Skilled in utilizing Remote Desktop and online/cloud services platform such as MS Azure and Office 365 to meet the specific requirements of organizations.
  • Proficient in the installation and management of Active Directory, enabling centralized server handling and administrative controls.
  • Extensive hands-on experience with Windows, AD, Office 365, and in-house applications.
  • Proficient in the installation and management of Active Directory, enabling centralized server handling and administrative controls.

Customer Service Representative

Woolworths CFC
02.2019 - 10.2022
  • Worked together with colleagues to improve client satisfaction levels, surpass team goals, and improve customer service
  • Achieved a 90% client retention rate through developing trusting connections with consumers and really attending to their needs
  • Better performance and efficiency by keeping track of team members' output and giving them feedback
  • Oversaw the prompt and efficient replacement of items that were damaged or missing
  • Resolve client complaints and provide for them in the best possible methods
  • Through significant training and experience in customer service, developed excellent problem-solving abilities that allowed them to routinely surpass clients' expectations and hit performance goals

Education

Bachelor of Science -

Sydney International School of Technology And Comm
Sydney, NSW
10.2022

Skills

  • Knowledge of operating systems (Windows 10/11, Windows Server 2016/2019, Mac OS and Linux)
  • Ability to troubleshoot hardware and software issues
  • Experience in ticketing System (Freshdesk and Zendesk)
  • Installation and configuration of computer hardware, software, printers, and scanner
  • Understanding of virtualization technologies (VMware and Hyper-V)
  • Knowledge of Networking (DHCP, DNS, TCP/IP, VLAN, LAN, WAN, VPN, firewall and Ethernet)
  • Knowledge of Group Policy Management and Active Directory User Management
  • Knowledge of window imaging tools (Clonezilla, Bootable USB, WDS and SCCM)
  • Experience with remote desktop tools (Remote Desktop Connection, TeamViewer, and AnyConnect)
  • Knowledge Office 365 (Outlooks, Word, Teams, SharePoint, OneDrive, Teams, End Point Manager and others) and Azure
  • Basic understanding of scripting languages such as PowerShell and Bash

Certification

Certification of Microsoft Azure fundamentals AZ-900

Soft skills

  • Excellent communication skill (written and verbal)
  • Strong leadership skill and excellent team player
  • Detail-oriented and creative problem solver
  • Ability to work under pressure making strategic decisions
  • Strong time management skills
  • Fast learner and great learning ability
  • Australian full driving license

Reference

Available on Request

Timeline

System Administrator

Bengalla Mining
03.2023 - Current

System Support Analyst - Internship

Fast Facilities Services
11.2022 - 02.2023

Customer Service Representative

Woolworths CFC
02.2019 - 10.2022

Bachelor of Science -

Sydney International School of Technology And Comm

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Santosh Timalsina