Shiva Paudel
Concord West,Australia
Summary
Enthusiastic IT Support Specialist with a strong background in troubleshooting and resolving technical issues. Adept at managing support tickets and enhancing network performance. Committed to delivering excellent customer service and continually improving technical skills to support user needs effectively.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Sales Consultant
Telstra
12.2022 - Current
- Provided exceptional customer service, resolving inquiries and troubleshooting issues with a 95% customer satisfaction rate
- Developed in-depth knowledge of Telstra's product and service offerings, including technical specifications and support
- Worked with the technical support team to resolve complex customer issues, strengthening troubleshooting and problem-solving skills.
- Adapted quickly to new technologies, demonstrating commitment to continuous learning in a fast-paced tech environment.
- Proved successful working within tight deadlines and a fast-paced environment.
IT Technical Support Intern
Victoria University
04.2023 - 08.2023
- Gained valuable experience working within a specific industry, applying learned concepts directly into relevant work situations
- Supported staff members in their daily tasks, reducing workload burden and allowing for increased focus on higher-priority assignments
- Gained hands-on experience in various software programs, increasing proficiency and expanding technical skill set
- Enhanced team productivity by assisting with organization of project documentation
- Established a help desk ticketing system to prioritize technical support requests based on urgency and impact.
Education
Bachelors of Information Technology -
Victoria University
06.2023
Skills
- Basic Networking: TCP/IP, DNS, DHCP, LAN/WAN
- Operating Systems: Windows, macOS
- Technical Support: Hardware troubleshooting, software installation, and configuration
- Tools and Software: Microsoft Office Suite, Freshdesk, Confluence, Rufus
- Customer Service: Strong communication skills, problem-solving, and teamwork
- IT Security Awareness: Understanding of basic security protocols, anti-virus software, and data protection
- Ticketing system familiarity: Freshdesk
Certification
Microsoft 365 Certified: Fundamentals (MS-900)
Soft Skills
- Communication Skills
- Teamwork & Collaboration
- Problem Solving
- Time Management
- Adaptability
- Attention to detail
- Professionalism
- Continuous Learning
Technical Projects
Windows Server 2022 Home Lab Project
Tasks
- Installed and configured windows server 2022 on a virtual machine.
- Setup and manage active directory, including creating and managing user accounts, groups, and organizational units.
- Implemented Group Policy Objects (GPOs) to enforce security policies.
- Set up file sharing within AD environment.
Volunteer Experience
Volunteer, 04/01/23, 08/01/23, Community Tech Support, Sydney, Assisted local community members with basic IT issues, including software installation, hardware troubleshooting, and virus removal., Provided one-on-one guidance to improve digital literacy among senior citizens.
References
Available Upon Request
Timeline
IT Technical Support Intern
Victoria University
04.2023 - 08.2023
Sales Consultant
Telstra
12.2022 - Current
Bachelors of Information Technology -
Victoria University
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