Sarvesh Thapa
IT Support Engineer
Figtree
Summary
Focused support engineer with 3 years of experience providing remote and onsite 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
4
4
years of professional experience
3
3
years of post-secondary education
2
2
Certifications
2
2
Languages
Work History
IT Support Engineer
Assett Professional Services
1 2022 - Current
- Triaging Incoming Technical Issues and Ensuring allocated tickets move smoothly through help desk process.
- Providing remote and onsite technical support.
- Onboarding and offboarding users and devices
- Identifying and resolving allocated technical issues for managed and ad-hoc clients.
- Professionally managing and completing implementation of allocated projects.
- Providing basic end-user troubleshooting and desktop support.
- Installing and updating hardware, software and applications and monitoring them.
- 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.
Education
Bachelor of Information Technology - Bachelor of Information Technology
Charles Sturt University
01.2016 - 01.2019
Skills
Proficient with Microsoft 365 admin center and 365 Apps
Experience working with Google Workspace
Proficient with AD, DHCP and DNS
Experience working on Datto Backups
Ticketing System- Autotask/Jira/ Salesforce
Remote Monitoring and Maintenance: Datto RMM
Experience working with SentinelOne, Huntress, CyberCNS and resolving threats and Vulnerabilities
IT Asset Management
Data Backup and Recovery
VPN Configuration
Email Administration
Knowledge of Virtualization Technologies
Certification
Azure Fundamentals