Shree Shrestha
Guildford,Australia
Summary
Dedicated IT support officer with strong leadership and communication skills with commitment to integrity. Possess the expertise and enthusiasm for resolving customer technical issues and enhancing IT principles. Adaptable to various situations and dynamic environments, thriving under high pressure and deadlines. Experienced in providing high technical support, managing daily IT operations, and assisting customers extensively. Skilled in delivering cutting-edge customer service and boosting productivity by optimizing applications and operating systems through security updates and end-device configuration. Keen to utilize problem-solving and communication skills to offer continual customer support. Demonstrates a proven ability to provide long-term solutions to complex IT challenges, aligning expertise with user needs.
Overview
4
4
years of professional experience
1
1
Certification
Work History
L1 IT Support Officer
Coles Supermarket
03.2022 - 10.2022
- Assist and troubleshoot Operating system and basic network problems using Microsoft support and recovery assistant
- Manage user and devices on-boarding, resetting passwords and assigning to different organisational unit and security groups according company group policy using windows server ADDS and Azure ADDS
- Assist in rollout of windows 10 and monitoring system to fix the issues after the imaging using windows media creation tolls and later using WDS for deployment
- Enrolling and managing devices by registering, wipe, retire, restart and delete in Microsoft Intune with knowledge of MDM and MAM
- Working with Virtual machine as Hyper-V and VMware with different Operating system
- Configuring and understanding of functionality of different servers such as DHCP, DNS, DC, WDS, FPT, Print server
- Leverage remote and on-site diagnostics to troubleshoot end-user device issues, ensuring optimal user experience using remote desktop connection tools and phone
- Managed and maintained incremental backups regularly according to the company policy using shadow protect
- Developed and maintained user guides and troubleshooting documentation for various technologies and applications
- Implement and maintain comprehensive security protocol, including UpToDate anti-virus and definitions, to safeguard IT infrastructure with the help if windows defender and firewalls
- Routine maintenance
- Ensure user success by providing clear and concise documentation for the efficient problem solving of frequently raised issues
- Develop and maintain user guides and troubleshooting documentations for various technologies and applications
Operational Trading Manager
Coles Local
01.2021 - Current
- Proactive in driving continuous improvement in process and procedure
- Maintain a healthy relationship with internal and external stakeholders
- Deliver efficient customer service with great availability and warm greetings
- To promote one team culture and celebrate success with team thereby making sure team members are happy and safe
- Take full accountability and responsibility of the department
- Meet deadline
- Ability to Prioritize, Multi-task and time management
Education
Bachelors - information technology
University of Ballarat
Skills
Operating System (OS): Familiar with Windows Operating system 10/11 and MAC Operating system
Servers and its management: Windows server 2022, ADDS, DHCP, DNS, File server, Print server
Account manager: AD, Group Policy, Microsoft365 admin, Microsoft Exchange
Virtualization: VMware Workstation, MS Hyper-V
Remote Support: RDP, TeamViewer, Zoom, AnyDesk
Backup technology: Cloud Ally, Veam Backup
Network fundamentals: Basic Understanding of Router, switches, Firewall, TCP & UDP, DNS & DNS Records, DHCP, OSI & TCP/IP model, VPN, Cabling, subnetting, VoIP and wireless Technologies
Software Proficiency: Experience with Microsoft Office 365, ticketing system and remote desk applications
Problem Solving: Ability to troubleshoot issues and find effective solutions
Microsoft Applications: Knowledge on Microsoft applications – Word, Excel, PowerPoint, outlook
Software/Update deployment via Intune/Software Centre
Citizenship
Australian Citizen
Certification
- CCNA 200-301 (LinkedIn learning)
- CompTIA IT Fundamentals FCOU61
- ITIL Foundation Concept
- ACS IT Professional Year
Attributes
- Strong communication skills with a focus on active listening and conflict resolution
- Attention to the detail, time management and meet the deadlines
- Promptly handling customers concerns and queries with professionalism thereby maintaining a solid customer service relationship
- Ability to remain calm and composed during difficult situations
- Experience working in team environment through group projects and volunteer works
- Help customer find their desired products and offer them with the best possible solution to make sure their needs are fulfilled
- Very reliable, dedicated and hardworking
Personal Information
Driving License: Full Driving License
References
References available upon request
Timeline
L1 IT Support Officer
Coles Supermarket
03.2022 - 10.2022
Operational Trading Manager
Coles Local
01.2021 - Current
Bachelors - information technology
University of Ballarat
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