Santosh Raj Neupane

Roles

• Incident Management: Applied analytical skills to resolve first-level desktop support incidents, including answering support calls and managing service requests.
• System Installation & Configuration: Installed and configured computer hardware, operating systems, software, networks, printers, and scanners for end users.
• Technical Documentation: Created user-friendly guides and documentation to assist both technical and non-technical staff with common IT procedures.
• Hardware Troubleshooting: Diagnosed and resolved hardware issues, such as printer/scanner malfunctions, driver conflicts, and network scanning problems.
• End-User Support: Provided timely technical assistance and ensured minimal disruption to daily operations for users.

Achievements:

• Rapid Resolution: Improved IT support response rates and end-user satisfaction.
• Process Improvement: Developed and introduced practical documentation that reduced repeated support queries and empowered to self-resolve minor issues.
• System Reliability: Ensured systems were reliably installed and maintained reducing downtime.
• Enhanced Support Quality: Improved first-contact resolution rates by efficiently addressing common desktop and peripheral issues.
• Team Contribution: Actively shared knowledge and solutions with colleagues, supporting a collaborative and high-performing support environment.

Roles:

• Technical Support: Delivered expert advice and assistance to customers regarding a wide range of electrical and lighting products.
• Team Collaboration: Worked closely with team members to solve complex customer issues and improve collective product knowledge.
• Product Availability Management: Ensured shelves were stocked and the workspace was well-organized to maintain a best customer experience.
• Customer Engagement: Actively engaged with customers to understand their needs and recommend suitable product solutions.
• Workplace Maintenance: Maintained a clean, safe, and inviting work environment in alignment with store standards.

Achievements:

• Enhanced Customer Experience: Consistently delivered high-quality service, resulting in positive feedback and increased customer satisfaction.
• Knowledge Sharing: Contributed to team development by sharing technical knowledge and supporting upskilling.
• Operational Efficiency: Helped streamline product management processes for better service delivery.
• Customer Loyalty: Built strong relationships with regular customers, encouraging return visits and repeat purchases.
• Product Awareness: Played a key role in promoting and educating customers about new and existing products.

Roles:

• ICT Services Management: Managed ICT services, including Windows Server, Microsoft Exchange, and Office 365, ensuring efficient and reliable operations.
• Network Administration: Administered Active Directory, DNS, DHCP, and WINS for secure and streamlined network performance.
• Server Configuration: Configured domain settings, server names, TCP/IP configurations, and remote desktop features on Windows Server 2016.
• Incident Management & Support: Led incident management initiatives and provided second-level support for system and network-related issues.

• Project Leadership: Independently led and completed technical projects, delivering quality outcomes with minimal supervision.

Achievements:

• Optimized Network Performance: Enhanced system efficiency by implementing best practices in DNS, DHCP, and WINS management.
• Efficient Troubleshooting: Minimized downtime by effectively handling second-level support tasks and swiftly resolving network incidents.
• Secure Systems Management: Maintained robust security measures while configuring and administering Windows Server and related services.
• Streamlined ICT Operations: Established a structured approach to managing server configurations and domain settings, contributing to stable and reliable network infrastructure.

• Project Delivery: Successfully managed and executed solo projects, demonstrating strong initiative and consistent delivery of high-quality results.

Roles:

• Technical Support: Delivered technical support for electronics and networking systems across various operational environments.
• System Installation & Maintenance: Installed and maintained radio communication systems and electrical setups, interpreting wiring and data communication protocols.
• Aviation Systems Management: Oversaw the operation and maintenance of threat detection and screening technologies, EPABX systems, and LAN networks within aviation settings.
• Infrastructure Deployment: Managed the installation of digital display boards, networking devices, public announcement systems, and audio amplifiers with a strong understanding of data and IP protocols.
• Protocol Compliance: Ensured all systems were installed and maintained according to industry standards and protocol requirements.

Achievements:

• Integrated Systems Expertise: Demonstrated capability in managing integrated electronic and communication systems in high-security environments.
• Protocol Proficiency: Applied strong understanding of IP-based protocols and data communication to ensure efficient and reliable system performance.
• Aviation Reliability: Contributed to operational continuity in aviation environments through dependable management of critical communication and surveillance systems.
• Efficient Installations: Successfully delivered complex installations under time constraints, minimizing disruption to daily operations.
• Cross-Technology Support: Provided support across diverse technologies, showcasing adaptability and technical breadth.