Sumiran Karki
Burwood,NSW
Summary
Master of Information Technology graduate specializing in Cyber Security, seeking a dynamic role in IT support, support engineering, or as an IT analyst to apply and further develop technical expertise. Experienced in Microsoft Azure with proficiency in tools such as Intune, SharePoint, and Freshservice. Possesses a proactive and solutions-oriented approach to technical challenges, with a passion for delivering reliable support, optimizing IT infrastructure, and contributing to secure and efficient digital environments. Strong communication skills, adaptability, and commitment to continuous learning are assets to any technology-driven team.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Grocery Team Member
Woolworths
03.2024 - Current
- As a retail team member, I restock and merchandise shelves to keep products available and visually appealing. I assist customers with inquiries, ensuring friendly and efficient service. I also work closely with the team during busy periods to support smooth store operations and meet performance targets.
- Responsibilities:
- Restock and merchandise shelves to maintain product availability and visual appeal in line with store standards.
- Assist customers with product inquiries and locating items, delivering friendly and efficient service.
- Operate pallet jacks and trolleys to manage stock movement and maintain organized shelf displays.
- Maintained stock levels, organized shelves, and ensured product availability for customers.
- Assisted in inventory management by accurately recording stock movements and conducting regular audits.
- Collaborated with team members to enhance store presentation and improve shopping experience.
- Implemented safety protocols to ensure compliance with health regulations and maintain a safe environment.
- Trained new team members on operational procedures and best practices for customer service excellence.
- Resolved customer inquiries promptly, demonstrating problem-solving skills and enhancing satisfaction rates.
- Monitored product freshness and rotated stock to minimize waste and optimize inventory turnover.
- Collaborated with team members to complete daily tasks, ensuring smooth operation of the grocery store.
- Collaborate with team members during peak hours and promotions to ensure smooth operations and meet performance goals.
- Operated cash register, processed transactions efficiently, and provided exceptional customer service.
IT Helpdesk and Support
909IT
09.2023 - Current
- As an IT Support Officer, I handle Level 1 support for servers, networks, printers, and user accounts. I manage onboarding/offboarding in Active Directory and Office 365 and provide end-user support for Office 365 apps like Exchange, Intune, and SharePoint.
- Responsibilities:
- Manage and resolve Level 1 IT support tickets related to servers, networks, printers, and user accounts, while maintaining a detailed incident management system and knowledge base.
- Perform user onboarding and offboarding using Active Directory and Office 365; handle password resets, account unlocks, and hardware/software installations.
- Provide end-user support for Office 365 applications (Exchange, Intune, Defender, SharePoint, Outlook), including license management, mailbox delegation, and troubleshooting access issues.
- Configure and manage mobile devices through Intune by enrolling Android, iOS, and Windows devices, deploying applications, and enforcing compliance policies.
- Monitor and troubleshoot network connectivity using Cisco Meraki and manage file access permissions on file servers and SharePoint.
- Ensure daily data backups and business continuity using CloudAlly, while delivering responsive customer support through phone, email, and on-site visits.
Customer Service Team Leader
Oporto
01.2021 - 08.2022
- I led a team of 15, providing training and feedback to boost performance. I handled customer issues, ensured satisfaction, and supported staff development. I also worked with management to improve operations, sales, and the overall customer experience.
- Responsibilities:
- Managed and motivated a team of 15 employees, providing clear instructions, training, and feedback to optimize performance.
- Handled customer inquiries, complaints, and special requests, resolving issues promptly and ensuring customer satisfaction.
- 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
The ACS Professional Year Program - ICT
QIBA
06.2025
Master of Information Technology - Cyber Security
Kings Own Institute
Sydney, NSW12.2023
Bachelor of Information Management - Business Data Communication and Networking, Information Security
Tribhuvan University
Nepal12.2019
Skills
- Operating system proficiency: Mac and Windows
- Microsoft Active Directory management
- Experienced with Fresh Service and Jira
- Communication System: 3CX VOIP, Microsoft Team
- Cloud Solutions: Microsoft Azure, Office 365
- Remote Monitoring Tools: TeamViewer
- Networking: LAN, WANs, TCP, IP, DNS, Wireless/VPN, VoIP
- Programming Languages: PowerShell Scripting
- Server Management: Microsoft Active Directory, Azure Active Directory
- Mobile Device Management: Endpoint Manager/ Microsoft Intune, Cisco Meraki
- Servers: Application Server, File Server, Print Server, DNS Server, Cloud Server, Virtual Server, Monitoring and Management Server
- Backup Software: Cloud ally
- Virtualization: VMware
- Hardware: Routers, Switch, Server
- Virtual Desktop Infrastructure: Terminal Server
Certification
- Fortinet NSE1 and NSE2 – Cybersecurity Fundamentals Oct 2023
- AZ-900 in progress Dec 2024
Affiliations
Australian Computer Society (ACS) - Member ID: 4437979
Key Strengths
- Technical Proficiency: Strong hands-on experience with IT systems, including Windows, macOS, Office 365, Active Directory, Microsoft Intune, Azure, Cisco Meraki, and various server types.
- Problem-Solving Abilities: Proven ability to resolve complex technical issues at the Level 1 and 2 support tiers, ensuring minimal downtime and customer satisfaction.
- Customer-Centric Mindset: Demonstrated excellence in delivering customer support, both remotely and on-site, ensuring issues are resolved efficiently and communication remains clear.
- Leadership & Team Coordination: Led a customer service team of 15, showcasing the ability to manage, train, and motivate teams to achieve operational goals.
- Cloud and Security Awareness: Working knowledge of cloud technologies and security tools; familiar with Azure, endpoint management, and ongoing training in cybersecurity (Fortinet NSE1/NSE2, AZ-900 in progress).
Languages
English
Professional Working
Nepali
Native or Bilingual
Timeline
Grocery Team Member
Woolworths
03.2024 - Current
IT Helpdesk and Support
909IT
09.2023 - Current
Customer Service Team Leader
Oporto
01.2021 - 08.2022
Master of Information Technology - Cyber Security
Kings Own Institute
The ACS Professional Year Program - ICT
QIBA
Bachelor of Information Management - Business Data Communication and Networking, Information Security
Tribhuvan University
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