Summary
Overview
Work History
Education
Skills
Certification
Soft Skills
References
Timeline
Generic

Surakshya Sapkota

Granville,New South Wales

Summary

A highly self-motivated IT support analyst experienced in providing technical support, managing IT operations and customer service with a wide range of technical issues. Possessing a diverse skill set in troubleshooting hardware network configurations, windows operating system troubleshooting and providing technical support for Microsoft 365 application. Equipped with strong communication skills to effectively interact with users at all levels and deliver technical assistance in a clear and understandable manner.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Support Analyst

Infinite care
Sydney, Australia
10.2023 - Current
  • Provided technical support to end-users, troubleshooting issues related to Windows including Blue Screen of Death (BSOD) errors, update/upgrade problems, password resets, and application installations.
  • Provided technical support to clients via phone, email, in person and ticketing system, escalated complex issues to higher teams when necessary for prompt resolution.
  • Managed Windows Server roles such as Active Directory Domain Services (ADDS), DHCP, DNS, printer server, group policy management, and software deployment for smooth operation of network infrastructure.
  • Managed and implemented Multi-Factor Authentication (MFA), assigning roles, creating user accounts, password reset, Self-Service Password Reset (SSPR), adding domain names in Microsoft EntraID.
  • Managed cloud technologies including Microsoft 365, Azure, SharePoint, and Intune, assisting users with account management and device enrolment.
  • Managed user accounts, creating user and groups, permissions, managing shared mailboxes and email configurations within the Office 365
  • Managed Outlook account, which involved setting up and managing user accounts, configuring email signatures, enabling automatic replies, adding external accounts, delegating access permissions, creating PST backup files.
  • Conducted basic networking tasks such as TCP/IP configuration, DHCP, DNS setup and tested the network performance by using commands like ping, ipconfig, tracert, nslookup.
  • Managed IT support requests logged, documented, and resolved utilising the Freshdesk ticketing system, resulting in timely resolution and documentation of issues.
  • Efficiently troubleshooted and resolved printer and hardware issues, minimizing downtime for end-users.
  • Assisted in Windows rollout and imaging processes, deploying operating systems across multiple devices while following company standards
  • Executed backup and restore procedures utilizing RAID and Veeam backup to safeguard critical data.
  • Provided remote support to users using RDP tools like TeamViewer, Remote Desktop Connection, Quick assist and AnyDesk, ensuring seamless assistance regardless of location.
  • Provided Level 1 IT support for virtualization technologies, including VMware ESXi and Hyper-V, which included VM provisioning, setup, and troubleshooting.
  • Maintained knowledge of ITIL framework updates and industry best practices, implementing new processes and techniques into daily support operations to improve service performance and customer satisfaction.

Customer Service Team Leader

Hungry Jack's
Greenacre, Australia
04.2020 - 11.2022
  • Provided excellent customer service by welcoming customers respectfully, answering enquiries, and resolving problems in a professional and respectful way.
  • Trained and supervised a team of customer service representatives in providing quality service to customers.
  • Service problems by clarifying customer's complaint, determining cause of problem, and selecting best solution to solve problem.
  • Supervised and led a team, providing guidance, training, and support to ensure smooth operations and efficient task completion
  • Cash handling and POS operation.
  • Coordinated with other departments, to facilitate effective communication and seamless workflow.
  • Continuously staying updated on industry safety standards and best practices, proactively implementing improvements to enhance the overall safety culture within the team.
  • Cooperated between frontline staff and upper management, conveying valuable feedback, suggestions, and concerns to improve operational efficiency and enhance the overall customer experience.

Education

Bachelor of Information Technology (Network and System Computing) -

Victoria University
11.2023

Skills

  • Operating Systems: Windows 10/11
  • Windows Troubleshooting: BSOD, update/upgrade, password reset, app installation
  • Window Server 2016/19: ADDS, DHCP, DNS, printer server, group policy, role assignment and software deployment
  • Microsoft EntraID: Single Sign-on (SSO), Onboarding and offboarding, Multi Factor Authentication (MFA), Application management, Identity protection, Password reset
  • Cloud Technologies: MS365, Azure, SharePoint, Intune, Outlook
  • Basic Networking: TCP/IP, DHCP, DNS, Router, Switches
  • Ticketing System: Fresh desk ticketing system
  • Printer and Hardware Troubleshooting
  • Windows rollout and Imaging: Windows Deployment Services (WDS)
  • Backup and restore: RAID, Veeam backup
  • Remote supports tools: Team Viewer, Remote desktop connection, AnyDesk
  • Virtualization: VMware workstation, Hyper-V, VMware ESXi

Certification

  • AZ-900 (on going)
  • ITIL V4 Foundation (Linkedin)

Soft Skills

  • Effective communication and writing skills through daily face-to-face interactions with customers.
  • Able to multi-task and prioritize tasks accordingly.
  • Passionate about new technology
  • Eager to learn new skills
  • Strong analytical and troubleshooting skills.
  • Organizational skills, making strict schedules and check lists to ensure deadlines are met.
  • Ability to work within a team and contribute to tasks to achieve organizational objectives.
  • Ability to work under pressure.

References

Provided upon request.

Timeline

IT Support Analyst

Infinite care
10.2023 - Current

Customer Service Team Leader

Hungry Jack's
04.2020 - 11.2022

Bachelor of Information Technology (Network and System Computing) -

Victoria University

Similar Profiles

CREATE PROFILE
Surakshya Sapkota