Ujjwal Maharjan
Mortdale,State
Summary
Technical Support Representative keen to help client maximize product effectiveness and usability. Amiably replies to all customer queries and consistently resolves client issues. Hopeful to use technical expertise and passion for problem solving in an challenging IT role.
Overview
2
2
years of professional experience
1
1
Certification
Work History
IT Support Officer
Falcha
Hurstville, NSW
02.2024 - Current
- Resolving clients problems via phone, email, and chat, ensuring timely and effective solutions for windows OS, Office 365 apps installed, and tracking progress of service requests using Freshdesk ticketing system while providing timely updates to customer, monitoring and responding quickly to requests received, consistently meeting KPIs
- Addressing issue related to BSOD, updating and upgrading Windows O.S, Windows backup by creating a restore point, using third party tools, and cloud-backup, and creating bootable USB.
- Running the integrated Windows Update Troubleshooter tool to automatically identify and resolve common Windows update-related problems (SARA), and manually making PCs run faster by deleting
- Managing user account, password and login details with the use of active directory and create a local account in all workstation, and creating different types of groups, OU, Folders, and granting NTFS permission to different groups.
- Creating a group policy, mapping the folder, deploying new software to all the company devices, deploying desktop wall paper, lock screen, disable function such as control panel, update or upgrade, company devices , and writing new policy in firewall including blocking http website.
- Troubleshooting printer related problems such as physical connection, Ip addressing, paper replacement, reinstalling and updating drivers, and tonner replacement.
- Using remote login tools such as RDP, Quick assist to assist clients with technical issues
- Configuring DNS, creating reverse lookup zones, AA, PTR, AAA, and CNAME records, addressing DHCP, assigning ip, reserving Ip addresses and solving network issues related to DHCP.
- Enabling and disabling MFA for Azure users, providing self-service password reset, adding devices and roles to user, in Azure AD.
- Microsoft 365 troubleshooting like application errors for outlook, onedrive, creating users and adding license to users, adding zoom plugin on outlook, creating signature and automatic email reply for clients on holiday.
- Diagnosing physical cable connection, tiding cables, installing network printers and troubleshooting network errors
- Configuring and enrolling new company mobile devices and retiring out dated devices, installing application to new devices with Mobile Device Management (MDM) and Mobile Application Management (MAM)
Sales Associate
Tk Maxx
Hurstville, NSW
10.2022 - 02.2024
- Providing excellent customer service support to customers on daily basis,
- Performed cashier duties such as accepting payments, issuing receipts and counting money back change,
- Attended daily team meetings to review performance goals and objectives,
- Maintained up-to-date knowledge of store merchandise and policies,
- Built and maintained relationships with peers and upper management to drive team success,
- Arranged new merchandise with signage and appealing displays to encourage customer sales and move overstock items,
- Trained new team members in cash register operation, stock procedures, and customer services,
- Answered incoming telephone calls to provide store, products and services information,
- Received and displayed product shipments on store retail shelves upon delivery,
- Participating in stock taking activities, scanning stock.
Education
Bachelor in Information Technology - Network Design and Management
University Of Wollongong
Wollongong, NSW04-2024
Skills
- Windows Troubleshooting: BOSD, System Configuration, Service Lookup
- Server Installing: Windows Server 2019, 2022
- Software or Apps: Application troubleshooting, Software Installation, Upgrade or Update
- Office 365: Microsoft Teams, Word, One Drive, Outlook
- Azure: Microsoft Enterprise ID, Microsoft 365, Intune
- Basic Networking: DNS, DHCP, TCP/IP, Routing, Switching
- Ticketing System: Freshdesk, Zendesk
- Remote support tools: TeamViever, Remote Desktop Protocol, Quick Assist
- Printer: Printer management using server
- Backup and Restore: RAID 0, RAID 1, RAID 5, RAID 10
- Virtualization: VMware, Hyper-V Manager
- Windows Rollout and Imaging: OS deployment, Azure AD, WDS
Certification
- AZ-900
- ITLv4 Foundation - Ongoing
- CCST - Ongoing
Personal Attributes
- Ability to adjust to new situations and challeges (Adaptability)
- Clear and effective verbal and written communication skills (Communication)
- Skill in identifying issues and finding effective solutions (Problem Solving Skills)
- Consistently meet project deadlines and balance priorities effectively (Time Management)
- Effective collaboration with diverse teams (Strong Communication)
- Analyzing, identifying, and making rational decision in difficult situation (Team Player)
- Ability to build strong relationships, resolve issues effectively (Customer Relations)
Accomplishments
- Winner of Mini Trade Show 2023, University of Wollongong Final Year Project
Refrence
- Reference will be provided upon request
Timeline
IT Support Officer
Falcha
02.2024 - Current
Sales Associate
Tk Maxx
10.2022 - 02.2024
Bachelor in Information Technology - Network Design and Management
University Of Wollongong
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