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

Sushant Napit

Ripley,QLD

Summary

High-performing IT Support Officer with integrity and leadership skills. Applies knowledge and abilities to positively impact on IT principles and a passion for resolving customer’s technical challenges. Flexible in different situations and dynamic conditions. Works great under extreme stress and deadlines. I am qualified a professional that possess experience in offering technical support, overseeing day-to-day IT tasks, and supporting customers with extensive technical support. Competent in executing cutting-edge customer support and enhance productiveness by improving various applications and operating system by implementing security updates, installing and configuring end-devices. Eager to leverage the transferable skills in problem solving and communication to provide ongoing customer support. Proven ability to align my skillset to meet the needs of an end-user with long term solutions to intricate IT challenges.

Overview

4
4
years of professional experience
1
1
Certification

Work History

L1 IT Support Officer

Company
03.2024 - Current
  • Assist and troubleshoot operating system and basic network problems using Microsoft support and recovery assistant
  • Managed user and devices on-boarding, resetting passwords and assigning to different organizational 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 tool 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 systems
  • Configuring and understanding of functionality of different servers such as DHCP, FTP, Print, DC, WDS in windows server
  • Managed and maintained incremental backups regularly according to the company policy using Shadow Protect
  • Utilized ticketing system to streamline user incident management, ensuring efficient logging, tracking, resolution, and categorization of the issues
  • Configured desktops, mobile devices and printers with software installations and ensured performance through updates and maintenance
  • Leveraged remote and on-site diagnostics to troubleshoot end-user device issues, ensuring optimal user experience using remote desktop connection tools and phone
  • Developed and maintained user guides and troubleshooting documentation for various technologies and applications
  • Ensured user success by providing clear and concise documentation for the efficient problem-solving of frequently raised issues
  • Managed user access controls to ensure secure and compliant access to IT resources based on individual roles and permission executing group policy management such as password policy, software restrictions
  • Implemented and maintained comprehensive security protocols, including up-to-date anti-virus and definitions, to safe guard IT infrastructure with the help windows defender and firewalls
  • Routine maintenance i.e
  • Swipe-card terminals, monitor cost recovery system and printer settings, replacing toners, keeping paper stocked
  • Maintained optimal inventory levels of office supplies (paper, toner) and hardware, ensuring timely orders to minimize operational disruptions.

Café Manager / chef

Coffee Central
Moe
11.2020 - 03.2024
  • Oversaw the day-to-day operations of the café, ensuring smooth customer service, efficient workflow, and adherence to quality standards
  • Motivated and guided a team through effective communication, fostering a collaborative environment that ensured smooth business operations
  • Coached staff on effective client issue resolution strategies, fostering a customer-centric approach to service delivery
  • Holding team meetings, where problems are addressed, praising MVPs of the month and presenting plans and proceedings for the future
  • Developed and delivered training programs for employees, ensuring mastery of coffee equipment operation and crafting high-quality beverages
  • Maintained composure and productivity during high-volume periods, ensuring efficient service delivery
  • Implemented efficient inventory control practices to optimize stock levels, ensuring product availability and minimizing waste
  • Maintained efficient supply chain operations by coordinating with vendors and placing timely orders for essential cafe supplies (takeaway cups, coffee, milk, etc.)
  • Cultivated positive customer relationships through engaging interactions, fostering brand loyalty and a strong reputation for exceptional service.

Education

Bachelors - Information Systems Management

Victoria University

Cert IV and Diploma - Business Administration

Zenith Business Academy

Skills

  • Troubleshooting– Operating Systems Windows 10/11, MacOS, MS Office applications, Outlook, Teams, software, hardware and networking issues
  • Windows Server – ADDS, DHCP, DNS, GP management, WDS, Print Server
  • Remote Access – RDP, TeamViewer, AnyDesk
  • Microsoft AZURE – Azure AD, Azure Policies, VM installation, user on-boarding and off-boarding, setup MFA, MS Entra self-service password reset
  • MS 365– Email setup, Shared drive, account creation and allocation of subscription/license
  • One Drive– Desktop and Cloud setup and sync
  • Ticketing tools– Freshdesk, ServiceNow
  • Microsoft Intune– MDM & MAM, Device enrolment, retire, wipe, delete, restart, sync, diagnostics
  • Basic networking – Cisco Router Configuration, LAN/WAN, Sub-netting, VLAN
  • Virtualization– MS Hyper-V, VMware workstation
  • SharePoint– creating and managing sites, policies for sharing and access control
  • Backup– incremental data backup, Shadow Protect

Certification

  • Microsoft Azure Fundamentals AZ-900
  • LinkedIn Learning ITIL
  • ACS IT Professional Year
  • CCNA (In process)

Websites

Soft Skills

  • Ability to lead a team - Natural leadership capabilities and equally cooperative team player. Encouraging others through my motivation and ethics. Assisting fellow team members when in need.
  • Problem-solving - Making quick and effective decisions while working under pressure, critical thinking thinking challenges with team and adapting solutions accordingly and quickly.
  • Professionalism – Accomplishing given task with high standard, communicating, and interacting with team members and customers in a polite and professional manner at all times. Understanding code of conduct that represents the company and can help build customer loyalty.
  • Adaptability – Embraced change learning new skills, technology quickly and effectively.

References

References available upon request.

Timeline

L1 IT Support Officer

Company
03.2024 - Current

Café Manager / chef

Coffee Central
11.2020 - 03.2024

Bachelors - Information Systems Management

Victoria University

Cert IV and Diploma - Business Administration

Zenith Business Academy

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Sushant Napit