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
Certification
Azure Fundamentals
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