TANKA POKHAREL
Meadowbank
Summary
Results-driven IT Operations Analyst with a proven track record in technical support for hospitality customers. Skilled in understanding complex platform workflows and business life cycles, I excel at independently gathering information, analyzing issues, and resolving technical production problems efficiently. Seeking a role to leverage my expertise in collaborating with cross-functional teams, designing support procedures, and maintaining ownership of technical issues through resolution. With more than two years of experience, I enhance operations by transforming business goals into new system designs and recommending innovative technologies. Enthusiastic and adept at optimizing systems to meet dynamic needs, improve collaboration, and strengthen security.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Operation Analyst
Crown Sydney
06.2022 - Current
- Providing dedicated technical support to platform customers, addressing and resolving a wide range of production issues, queries, and support requests
- Strong understanding of ITSM environment, ITIL process and practices
- Proactive incident management in synchronisation with frontline services and Incidents Response Team
- Independently gathering information, conducting thorough research, and providing in-depth analysis to resolve complex production issues promptly
- Working closely with technology teams, product managers, and business teams to collaboratively resolve and close support requests
- Facilitating effective communication between technical and non-technical stakeholders
- Conducting detailed severity and scope analysis of issues, inquiries, and requests, ensuring prioritisation based on criticality and impact on business operations
- Evaluating the production support process, identifying areas for improvement, and providing constructive feedback to enhance efficiency and effectiveness
- Optimized IT operations by implementing effective monitoring and incident management processes
- Improved system performance through proactive identification and resolution of technical issues.
Desktop Support Specialist
Organon Pharmacuticles
01.2022 - 06.2022
- Provided first level support for onsite and remote users
- Actioned all the requests logged in ServiceNow and maintained the parameters accordingly
- Streamlined technical support process for improved end-user resolution times
- Provided administrative support on Office365
- Manage and configured mobile devices with the use of Intune company portal
- Created and maintained procedural and technical documentation for related tasks and procedures
- Implemented preventative measures to minimize security risks in desktop environments.
Education
Masters of Information Technology Computer Networking and Business Analysis -
Charles Sturt University
08.2020
Masters of Computer Information System Real Time System, Artificial Intelligence, Database System, Data Mining, Image Processing, Information technology ethics. -
Pokhara University, Nepal
06.2017
Skills
- Windows OS Server
- MySQL
- Command line with PowerShell and Linux shell
- Python, shell scripting
- Incident Management
- ITIL Framework
- IT Asset Management
- System performance
- Network Troubleshooting
- Azure
- ServiceNow, Cherwell, Jira /Confluence
- Configuration Management
- Business Intelligence
- Disaster Recovery
Certification
- Microsoft Azure Fundamentals, 994286622
- AWS Certified Cloud Practitiner, 2023
- Shell Scripting for Beginners, Kodekloud 2023
- Linkedln Certificate, Microsoft 365 domain and directories
- Udemy Certificate, The Complete SQL Bootcamp
References
Available Upon Request
Timeline
IT Operation Analyst
Crown Sydney
06.2022 - Current
Desktop Support Specialist
Organon Pharmacuticles
01.2022 - 06.2022
Masters of Information Technology Computer Networking and Business Analysis -
Charles Sturt University
Masters of Computer Information System Real Time System, Artificial Intelligence, Database System, Data Mining, Image Processing, Information technology ethics. -
Pokhara University, Nepal
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