Srijan Dahal
Adelaide
Summary
Experienced and personable IT Support Specialist proficient in quickly identifying and resolving complex technical issues. Recognized for providing exceptional customer service and building positive relationships with colleagues and clients. Leveraging extensive technical expertise, effectively combining knowledge with a friendly approach to achieve outstanding problem resolution and customer satisfaction.
Overview
6
6
years of professional experience
Work History
IT Support Analyst
Europ Assistance
09.2023 - 02.2025
- Answer phone calls, handle incoming queries and request from customers effectively
- Effectively log all the request and prioritise them via proper ITSM system (Fresh Service, Service Now, Ninja one ) with detailed internal notes and escalate them to the higher level as per the requirement
- Provide support remotely by using RMM tools such as N-able and TeamViewer
- Provide End user support with Azure and Microsoft Active
- Directory, assign group policy to proper organizational unit and adding users accordingly.
- Migrate the data from File and print server to the Cloud and update new information to SharePoint Communication Site
- Basic configuration of routers and fix networking issues up to L1
- Monitoring and maintaining daily backups via Cloud Ally
- Restore accidentally deleted emails from Veaam Backup and quarantined emails from defender Hosted Email Security
- Managed Office 365 | Creating users account, access permission, licensing from Office 365 Admin Portal | Troubleshooting &
- Networking related issues
- Work on VoIP technologies such as 3CX and Grand stream
- Troubleshoot the issues related to local printers and scanners such as driver failure, scan to email and network folders.
IT Help Desk Support
Park Hyatt
11.2022 - 05.2023
- Using ticketing system | updating tickets and resolving issues | escalating issues to senior engineers as per needed
- Responding efficiently and timely to service requests and issues
- Managing company devices and laptops using Intune
- Promptly and efficiently repairing and replacing equipment as required
- Providing administrative support across the company, which includes both in-person or over the phone
- Troubleshooting printer issues and other network related issues
- Managing user accounts and resolving issues related to O365
- Managing backups and restoring
- Managing Outlook archiving
Customer Service
Woolworths Supermarket
07.2019 - 09.2022
- Key responsibilities
- Managing more than 15 team members (shift adjustments and requests)
- Serving more than 100 customers a day making sure they receive high standard of customer service
- Managing more than 20 online orders a day and responding to customers complaints/queries via phone calls
- Responded to incoming calls and emails from customers and asked open-ended questions to determine how to be of assistance.
- Contacted customer service manager for critical issues needing immediate attention.
Education
Bachelor of Science - Information Technology
Kings Own Institute
Sydney04.2022
Skills
- ITSM ticketing system: Fresh Service Jira Service Now
- Remote Monitoring Tools: N-able TeamViewer
- Communication System: Microsoft Teams
- Mobile Device Management: Microsoft Intune
- Antivirus and Email Security: Microsoft Defender
- Platform: Microsoft Exchange Office 365
- Virtual Systems: ESXI 65 Hyper V
- Backup Software: Cloud Ally Veeam Backup
- Server Management: Azure Active Directory Microsoft Active Directory SCCM
- Operating System: Windows Android IOS Mac
- Networking: LANs WANs TCP/IP VoIP DNS Cisco Umbrella
- File and Print Server Application Server DNS Server Virtual Server Microsoft Exchange Server Cloud Server
- Phone Server: 3CX
- Printer: Fuji xerox Canon Ricoh
References
Referees Available upon request
Timeline
IT Support Analyst
Europ Assistance
09.2023 - 02.2025
IT Help Desk Support
Park Hyatt
11.2022 - 05.2023
Customer Service
Woolworths Supermarket
07.2019 - 09.2022
Bachelor of Science - Information Technology
Kings Own Institute
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