Summary
Overview
Work History
Education
Skills
Websites
Certification
References
Timeline
Generic

Sarvesh Thapa

IT Support Engineer
Figtree,NSW

Summary

Focused Help Desk Analyst with 3 years of experience providing phone, email and chat-based technical support to customers. Accomplished in gathering information from customers and conducting research to resolve complex technical issues. Detail-oriented with support ticket tracking and providing a comprehensive overview of issues and resolution attempts.

Overview

8
8
years of professional experience
4
4
years of post-secondary education
2
2
Certifications
3
3
Languages

Work History

Help Desk Analyst

Assett Professional Services
1 2022 - Current
  • Triaging Incoming Technical Issues and Ensuring allocated tickets move smoothly through help desk process.
  • Providing both remote and onsite support.
  • Onboarding new devices (laptops, computers).
  • Identifying and resolving allocated technical issues for managed and ad-hoc clients.
  • Professionally managing and completing implementation of allocated projects.
  • Maintaining accurate records in Autotask (ticketing system) at all times
  • Providing basic end-user troubleshooting and desktop support.
  • Installing and updating hardware, software and applications on Mac and PC devices.
  • Diagnosing and troubleshooting hardware, software and network issues.
  • Creating knowledge base articles.

Customer Support Officer

1st Group | VisionFlex
03.2020 - 12.2022
  • Providing telephone and email-based pre-sales and post-sales technical support for software products.
  • Assisting customers with account setup and ensuring seamless onboarding experiences for new clients.
  • Investigating issues reported by customers and communicating with internal product development teams to resolve product issues.
  • Planning, prioritizing and organizing workload, consistently working within service standards and agreed objectives.
  • Endeavor to respond to all customer requests in timely manner
  • Helping to optimize Customer Support processes.
  • Maintained up-to-date knowledge of product and service changes.

Product Quality Manager

McDonald's
02.2016 - 03.2021
  • Inspecting products and worker progress throughout production.
  • Reporting production malfunctions to store manager.
  • Analyzing customer feedback data to recognize patterns and trends in reported issues.
  • Specified quality requirements of raw materials with suppliers.
  • Ensuring stock levels are always up to date.
  • Basic IT troubleshooting.

Education

Bachelor of Information Technology - Bachelor of Information Technology

Charles Sturt University
Darlinghurst
01.2016 - 01.2019

Bachelor of Science -

Tri-Chandra College, Nepal
Kathmandu, Nepal
01.2015 - 01.2016

Skills

  • Proficient with Microsoft 365 admin center and 365 Apps
  • Experience working with Google Workspace
  • Windows/MacOS Desktop Administration

  • Working knowledge of AD, DHCP and DNS

  • Experience working on Datto Backups but have Sound knowledge of Storagecraft

  • Experience working with Legal Software: Leap

  • Ticketing System- Autotask/Jira/ Salesforce

  • Remote Monitoring and Maintenance: Datto RMM
  • Experience working with SentinelOne, Huntress, CyberCNS and resolving threats and Vulnerabilities

Certification

Azure Fundamentals

References

  • Laxman Belbase, Heubert Technology, laxman@heubert.com
  • Suman Sapkota, 1st Group, ssapkota@1stgp.com
  • Saksham Subedi, McDonald’s

Timeline

Customer Support Officer

1st Group | VisionFlex
03.2020 - 12.2022

Product Quality Manager

McDonald's
02.2016 - 03.2021

Bachelor of Information Technology - Bachelor of Information Technology

Charles Sturt University
01.2016 - 01.2019

Bachelor of Science -

Tri-Chandra College, Nepal
01.2015 - 01.2016

Help Desk Analyst

Assett Professional Services
1 2022 - Current

Similar Profiles

CREATE PROFILE
Sarvesh ThapaIT Support Engineer