Sumiran Karki
Burwood,NSW
Summary
Dedicated and skilled IT professional with expertise in remote monitoring, ticketing systems, cloud solutions, and communication systems. Proven ability to provide efficient IT helpdesk and support services, ensuring seamless operations and user satisfaction.
Areas of expertise include: Help Desk Ticketing Systems, Problem Diagnosis, Technical Troubleshooting, Phone & Online Support, Office 365 Support, Software Installation, Client Relationship Management.
Overview
4
4
years of professional experience
1
1
Certification
Work History
JRP IT Support
909IT Pvt. LTd.
02.2024 - Current
- Efficiently logged and managed IT tickets for various issues through FreshService, providing prompt and effective solutions to ensure minimal downtime for end-users.
- Maintained detailed records of all support requests, resolutions, and follow-up actions, contributing to a comprehensive knowledge base.
- Escalating incidents and requests beyond scope of L1/L2 to Level 3 support teams.
- Providing application support by installing operating systems, Microsoft 365.
- Conducted in-depth troubleshooting of M365 applications, addressing user concerns and resolving M365 applications software-related issues to enhance overall system performance.
- Prepared and set up new workstations and desktops ensuring a smooth onboarding process and a productive work environment.
- Unlocking user accounts and resetting passwords, performing troubleshooting duties for end users.
- Worked with mobile device management (Intune) by organizing company owned and client owned devices..
- Troubleshooting printers, network and computer issues.
Customer Service Team Leader
Oporto
01.2021 - 12.2023
- Oversaw daily operations of the restaurant during assigned shifts, ensuring smooth workflow and adherence to company policies and procedures.
- Managed and motivated a team of 15 employees, providing clear instructions, training, and feedback to optimize performance.
- Monitored inventory levels, conducted regular stock checks, and placed orders to maintain adequate supplies while minimizing waste.
- Implemented and enforced food safety and sanitation standards, ensuring compliance with health regulations and minimizing risks.
- Handled customer inquiries, complaints, and special requests, resolving issues promptly and ensuring customer satisfaction.
- Created employee schedules, managed labor costs, and optimized staffing levels based on sales forecasts and business needs.
- Conducted performance evaluations, identified training needs, and provided ongoing coaching and development opportunities to team members.
- Collaborated with management to develop and implement strategies to improve operational efficiency, sales, and customer experience.
Education
Masters of Information Technology - Cyber Security
Kings Own Institute
Sydney, NSWSkills
- Remote Monitoring Tools: TeamViewer
- IT Ticketing System: FreshService
- Cloud Solution: Microsoft Azure, Office 365
- Communication System: Microsoft Team, 3CX VOIP
- Mobile Device Management: Microsoft Intune/Endpoint Manager
- Remote Monitoring and Managing(RMM): N-Able
- Antivirus and Email Security: Windows Defender
- Programming Language: PowerShell Scripting
- Platform: Office365/Microsoft Active Directory/ Endpoint Manager
- Virtualization: VMware ESXi 65
- Backup Software: Cloud ally
- Server Management: Azure Active, Directory, Microsoft Active Directory
- Servers: Domain Controller, File Server, Print Server, Terminal Server
- Hardware: Cisco Meraki, Catalyst Switch, Dell PowerEdge Servers
- Virtual Desktop Infrastructure: Terminal & Citrix Server
- Networking: LANs/WANs, TCP/IP, VoIP, DNS, DHCP, Wireless/VPN
Personal Attributes
- Effective Communication
- Customer Service Orientation
- Problem-Solving
- Team Collaboration
- Time Management
- Conflict Resolution
- Quick Learner
- Adaptability
Certification
Fortinet Certified Fundamentals (FCF) Cybersecurity
AZ-900 (inprogress)
References
Available on request
Timeline
JRP IT Support
909IT Pvt. LTd.
02.2024 - Current
Customer Service Team Leader
Oporto
01.2021 - 12.2023
Masters of Information Technology - Cyber Security
Kings Own Institute
Similar Profiles
Samrid UpretySamrid Uprety
IT Support Officer at 909ITIT Support Officer at 909IT
Randhir Kumar PrasadRandhir Kumar Prasad
Stacker at Engineering and Allied Services Pvt. Ltd, Lift & Shift India Pvt. Ltd, Roadwings International Pvt. Ltd, Western Carriers India Pvt. Ltd, Tractor India Pvt. Ltd, Transworld Terminal Pvt. LtdStacker at Engineering and Allied Services Pvt. Ltd, Lift & Shift India Pvt. Ltd, Roadwings International Pvt. Ltd, Western Carriers India Pvt. Ltd, Tractor India Pvt. Ltd, Transworld Terminal Pvt. Ltd
Keshika NadarKeshika Nadar
Assistant Sales Executive at Dashrath Prasad Pvt. Ltd. (ICICI Bank India Pvt. Ltd.)Assistant Sales Executive at Dashrath Prasad Pvt. Ltd. (ICICI Bank India Pvt. Ltd.)
Roy Q U E Z A D ARoy Q U E Z A D A
Machine Operator at Bravo Metal SheetMachine Operator at Bravo Metal Sheet
Rudra GurungRudra Gurung
Junior Chef at Nara Lounge Pendle HillJunior Chef at Nara Lounge Pendle Hill