Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Languages
Timeline
Generic

Shopan Khadka

Sydney,NSW

Summary

Highly enthusiastic and experienced IT support professional with a proven track record of applying expertise to practice. Possessing outstanding communication skills, adept at interacting with both clients and company personnel. Strong desire to continuously learn and grow, seeking a position in a company that prioritizes quality customer service and system maintenance.

Overview

4
4
years of professional experience
1
1
Certification

Work History

ICT Support Technician

ICT Business Systems Pty Ltd ( ICTx )
06.2022 - Current



  • Answer phone calls, handle incoming queries, and requests from customers effectively.
  • Log all requests effectively and prioritize them via the proper ITSM system (Fresh Service) with detailed internal notes, escalating them to higher levels as per requirements.
  • Provide remote support using RMM tools such as Splashtop and TeamViewer.
  • Support Office 365-related tasks such as creating new users, assigning licenses and permissions, converting mailboxes to shared mailboxes, providing delegation, and resetting passwords from the Admin portal.
  • Provide End user support with Azure and Microsoft Active Directory, assigning group policies to proper organizational units, and adding users accordingly.
  • Migrate data from File and print servers to the Cloud and update new information on SharePoint Communication Sites.
  • Perform basic configuration of routers and switches.
  • Monitor and maintain daily backups via Veeam Backup, Shadow Protect, and Microsoft Azure Backup.
  • Enroll Android, Apple, and Windows devices using Intune, pushing line of business applications through Endpoint Manager.
  • Work on VoIP technologies such as 3CX and Grandstream.
  • Manage internal asset management, label them, and liaise with external vendors for hardware support.
  • Troubleshoot issues related to local printers and scanners such as driver failures, scan to email, and network folders.
  • Provide application support by installing operating systems, Microsoft 365 Applications, and other enterprise applications.
  • Liaise with outsourced and external IT companies to ensure all issues are dealt with in a timely manner.
  • Administer and manage the intercommunication site (SharePoint) by integrating Microsoft's new features, updating resolutions, and news contents.
  • Experienced with Exchange Server tasks such as creating external contacts, shared mailboxes, shared calendars, mailbox delegation, message trace, email forwarding, transport rules, etc.
  • Restore accidentally deleted emails, one drive and share point files from Veeam Back Up.
  • Review and release quarantined emails to users blocked by Microsoft 365 Defender.
  • Whitelist or blacklist sender and domain in the Microsoft 365 Defender portal after analyzing possible threats.
  • Whitelist websites blocked by Meraki and antivirus from the management console.
  • Provide documentation on troubleshooting technical processes to support desk staff.
  • Map network drives or folders to users' profiles manually or from Active Directory.
  • Provision new laptops, phones, and printers across all clients.
  • Set up workstations for new users.

Shift Manager

McDonald's
02.2020 - 06.2022
  • Handled escalated customer issues effectively, demonstrating strong problem-solving skills while upholding company values and standards.
  • Trained new employees on company policies, procedures, and job responsibilities, ensuring seamless integration into the team.
  • Worked front counter, drive-thru and other areas.
  • Took orders, prepared meals, and collected payments.
  • Demonstrated strong multitasking abilities, handling multiple orders simultaneously without compromising quality or efficiency.

Education

Professional Year -

Queensland International Business Academy
Sydney
06.2024

Bachelor Of Information Technology -

Kent Institute Australia
11.2022

Skills

Remote Monitoring Tools: N-Central, TeamViewer, Spashtop

IT Ticketing System: Fresh Service

Communication System: Microsoft Teams

Cloud Solution: Microsoft Azure

Mobile Device Management: Microsoft Intune

Antivirus and E-mail Security: Kaspersky,

Platform: Microsoft Exchange/Office 365 /Microsoft Active Directory

Backup Software: Veeam Backup, Shadow protect, Microsoft Azure back up, NAS

Server Management: Azure Active Directory, Microsoft Active Directory

Operating System: Windows, Android, Apple, Mac

Networking: LANs / WANs /, TCP / IP, VoIP, DNS, Wireless /VPN

Servers: File Server, Print Server,Virtual Server, Exchange Server, Monitoring and Management Server, Cloud Server, Terminal Server

Phone Server: PBX

Hardware: Routers, Switch, Server

Virtual Desktop infrastructure : Terminal Server, Modern Virtual Desktop

Printer: Fuji xerox, Canon, Ricoh, Kyocera

Telecommunications :Telcoinabox

Application support: Adobe, Communicare, Code Two, Exclaimer

Accomplishments

Built share point site

Cyber security uplift

Teams Calling

Automatic email signatures

AV Set Up



Certification

Azure 900 (AZ-900) | Azure 104 (AZ-104)

|CCNA | - Certifications in progress

Languages

English
Full Professional
Nepali
Native or Bilingual

Timeline

ICT Support Technician

ICT Business Systems Pty Ltd ( ICTx )
06.2022 - Current

Shift Manager

McDonald's
02.2020 - 06.2022

Professional Year -

Queensland International Business Academy

Bachelor Of Information Technology -

Kent Institute Australia

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Shopan Khadka