Ugyen Tshomo
Application Engineer
Joondanna,WA
Summary
Detail-oriented ICT professional with 13 years of broad experience across government and industry sectors, successfully serving in a range of roles including ICT Officer, Network Engineer, Network Administrator, Web Administrator, and Application Support Specialist. Expert in managing and maintaining complex information systems, communication networks, web platforms, and enterprise applications. A highly motivated and adaptable individual with a strong work ethic and exceptional interpersonal skills. Proficient at working independently with minimal supervision while excelling in collaborative, team-driven environments. Quick to learn and implement new technologies and processes, with a consistent commitment to delivering high-quality technical solutions and driving organizational success.
Overview
13
13
years of professional experience
Work History
Applications Support
WSP APAC
01.2024 - Current
- Manage and resolve tickets escalated by the Helpdesk and Onsite IT teams, providing expert-level support for complex application-related queries and ensuring timely and effective issue resolution.
- Deliver comprehensive technical support for the installation, configuration, maintenance, and troubleshooting of IT hardware, including workstations, laptops, CADD stations, and a wide range of communication devices.
- Coordinate with vendors for license renewals, apply critical security patches, and deploy software updates to maintain system security, functionality, and stability.
- Proactively monitor the performance and health of key applications, identifying and escalating critical issues to vendors and development teams for prompt resolution.
- Provide technical evaluations, pilot programs, and testing of new products, tools, and methodologies to ensure alignment with business requirements, licensing standards, and application packaging needs.
- Demonstrate advanced expertise in key technologies, including Active Directory, SCCM, ServiceNow, event log analysis, SOE imaging, backup solutions, VPN configurations, Mobile Device Management (MDM), Exchange/Office 365 environments, and Single Sign-On (SSO) integrations.
- Monitor and support the performance and integration of Windows 11 and Office 365 products, including Microsoft Teams, Outlook, Excel, SharePoint, and OneDrive, ensuring optimal user experience and system reliability.
- Maintain comprehensive documentation of technical procedures, troubleshooting steps, and configuration standards to support knowledge sharing and continuous improvement initiatives.
- Collaborate closely with cross-functional teams to drive IT system enhancements, support cybersecurity initiatives, and contribute to overall IT service delivery excellence.
ICT Officer
City of Armadale
09.2023 - 01.2024
- Company Overview: Western Australia
- Monitor ServiceDesk tickets and provide timely, on-site support to users, either face-to-face or remotely, ensuring issues are resolved efficiently and effectively.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, including networked peripheral devices (printers, scanners, etc.) and networking hardware products (routers, switches, etc.), ensuring smooth functionality.
- Perform detailed level 1-3 analysis, diagnosis, and resolution of complex PC issues for a wide range of end-users, providing technical support, troubleshooting, and recommending solutions. Implement corrective actions including off-site hardware repairs when necessary.
- Monitor hardware equipment operations and identify any irregularities or performance issues. Make necessary alterations and adjustments to ensure that hardware meets system requirements and continues to operate optimally.
- Map network drives and ensures access to required audio files for users, ensuring seamless connectivity and file availability for work-related tasks.
- Provision and manage Autopilot deployment, OneDrive, and Company Portal for users, ensuring proper setup and functionality of these systems for a smooth, efficient user experience.
- Western Australia
ICT Support
Secure Data destruction
07.2020 - 08.2023
- Company Overview: A small company that works for Government Agencies such as the Department of Justice, Department of Communities, Education, and Health to Erase data from servers, laptops, Desktops and Network equipment using Blanco software.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Communicated with customers to provide up-to-date information on incident response progress and resolution timeframe estimates.
- Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
- Performing checks to ensure proper equipment performance to meet company standards and customer expectations and resolving routine malfunctions where cause and correction are readily identifiable.
- Performing preventative maintenance and repair service on demand and/or to agreed schedules.
- Rendering technical support in conformity with the manufacturer/company procedures, specifications when required, and reviewing the performance of equipment being tested/serviced.
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Download the ISO file, make USB bootable and Use Blancco software to erase data according to customer’s requirement.
- Factory reset routers and switches to delete the customer’s configuration for refurbishment.
- Deployed operating system, and necessary application software and performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.
- Monitored ongoing service requests to verify timely and satisfactory completion, supporting exceptional satisfaction ratings.
- A small company that works for Government Agencies such as the Department of Justice, Department of Communities, Education, and Health to Erase data from servers, laptops, Desktops and Network equipment using Blanco software.
ICT Officer
Bhutan Power Corporation
01.2012 - 01.2020
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstation hardware, networked peripheral devices, and networking hardware products.
- Perform on-site analysis, diagnosis, and resolution of complex PC problems for various end-users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
- Design and maintain the website by updating daily news and tenders.
- Receive and respond to incoming e-mails/requests regarding hardware, software, and network problems.
- Observing the operations of hardware equipment and enforcing the required alterations to make sure that the hardware programs run and work as per the system requirements.
- Configure and administer mail server, Active directory, and my file servers like domain connection, managing privilege, and password reset.
- SAP(ERP) configurations and modification team.
- Developed strategies to assess applications designed to client standards while eliminating security risks.
- Created and monitored performance metrics to keep databases functioning at optimal capacity.
- Analyzed database applications and made necessary adjustments to parameters and architecture to improve performance.
- Analyzed and developed technical and functional specifications for databases.
- Solved complex analytical problems using statistical models from data.
- Configured routers, switches, firewalls, and other hardware to deploy and manage LAN, WAN, and wireless networks, especially Cisco devices.
- Perform network maintenance and system upgrades including service packs, patches, hotfixes, and security configurations.
- Monitor performance and ensure system availability, and reliability, and implement, test, validate, and maintain networking services according to solution designs.
- Monitor system resource utilization, trending, and capacity planning.
- Employed firewalls and VPNs to safeguard network security and block unauthorized access.
Education
Bachelors - computer applications
Royal Thimphu College
TAFE - Hardware and Networking
Rangjung Technical Institute
Artificial Intelligence - undefined
Tafe
Skills
Event planning support
Special Achievements Trainings
- Certificate of Merit in National Skill Competition, 2009, Bhutan
- CCNA (Corporate Training), 2019, India
- CCENT Training, 2017, Thailand
- Specialized Training Programmed in 3D Animation, 2016, India
- Geographical Information System (Database), 2014, Philippines
- SAP ERP Project Training, 2014, Bhutan
- Networking, Hardware, Web design, Linux refreshment training, 2012, Bhutan
- SAP (Material management Training), 2011, Bhutan
Timeline
Applications Support
WSP APAC
01.2024 - Current
ICT Officer
City of Armadale
09.2023 - 01.2024
ICT Support
Secure Data destruction
07.2020 - 08.2023
ICT Officer
Bhutan Power Corporation
01.2012 - 01.2020
TAFE - Hardware and Networking
Rangjung Technical Institute
Artificial Intelligence - undefined
Tafe
Bachelors - computer applications
Royal Thimphu College
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