Summary
Overview
Work History
Education
Accomplishments
Timeline
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Ujjwol Mani Bajracharya

Melbourne,Australia

Summary

IT Support with more than one years of experience with a diagnosed path record of efficiently resolving computer-related challenges in dynamic and high-pressure environments. Proficient in troubleshooting hardware and software issues, executing seamless system updates, and ensuring optimal operational functionality. Skilled in prioritizing and escalating complex problems to higher-level support, while maintaining comprehensive records of issue resolution. Demonstrates strong communication skills, excelling in articulating technical concepts and delivering valuable guidance. Committed to adhering to industry best practices in IT and staying along with of emerging technologies. Customer Service: Helping users with a friendly and patient attitude, even in tough situations. Time Management: Managing time well to get tasks done on time and solve issues promptly. Team Collaboration and Communication Working with the team, listening to users, and sharing solutions to create a supportive environment. Problem-Solving: Figuring out problems, finding practical solutions, and adapting to changes in technology. Adaptability: Quickly adapting to changes in technology, procedures, and user needs to ensure seamless IT support. Conflict Resolution: Handling user concerns and complaints professionally, finding mutually satisfactory solutions to maintain positive relationships.

Overview

6
6
years of professional experience

Work History

Technical Support

03.2024 - Current
  • Australian Private Network (Activ8me)
  • Resolved 10+ trouble tickets daily, ensuring efficient issue resolution and escalation to higher-level support as needed
  • Enhanced user experience by providing prompt phone and email support to both internal and external clients
  • Streamlined onboarding and offboarding processes by managing Active Directory, assigning roles and licenses, and configuring user devices
  • Optimized group policy creation and software deployment to improve system functionality and user access
  • Troubleshoot and configured DHCP and resolved basic internet and printer-related issues.

IT Support Officer

Independence Australia
02.2023 - 03.2024
  • Managing and processing technical support requests raised by end-users in Fresh Service ticketing system, determining the complexity, and escalating tickets to levels 2/3 with relevant information
  • Resolve issues related to Windows 10/11 such as networking problems, BSOD, device not recognized, drivers/login issues and other hardware/software issues
  • Providing phone and email support to all internal and external users to efficiently address issues and technical requests (including problems with PCs, mobile devices, and system software)
  • Windows Server 2019 Administration (Create and update group policy, deploy software and patches, Providing NTFS permissions to the user to access the file and folders
  • Onboarding and off-boarding users in Active Directories, assigning appropriate role as per company policy, their device set up, assigning/removing license, disabling account
  • Provide Remote assistance to users via RDP, Quick Assist, Team Viewer and Microsoft Teams
  • Creating and managing Azure resources such as virtual machines (VMs) and storage accounts, generating/ assigning shared access signatures, and assigning subscriptions, IAM, locks and tags
  • Mobile Device Management (Device enrolment, application packaging and deployment, recover and unlock BitLocker encrypted devices using Intune)
  • Recovery using Aure backup and different backup tools
  • VoIP service 3CX for a cloud base communication solution and troubleshoot related issues
  • Using Office356 admin side to manage user account, license, and password
  • Adding Microsoft Outlook accounts, creating signatures, configuring autoreplies, troubleshooting Outlook web and Outlook application issues, importing, and exporting Outlook data files(.OST)
  • Troubleshoot and configure DHCP, create IP address pool and list of reserved IP addresses
  • Resolve Print server-related issues such as printer not responding or not executing
  • Create detailed requirement documents and collaborate with teams to ensure accurate implementation
  • Document support processes and maintain accurate records of issues and resolutions SharePoint or company shared folder
  • Undertake various Teams-related tasks, such as creating communication channels, creating groups, adding, and removing users from groups, troubleshooting issues related to Teams, SharePoint, and OneDrive.

Customer Service

Zouki Café
11.2018 - 02.2023
  • Delivered exceptional customer service by addressing inquiries professionally and courteously.
  • Provided exceptional customer service, resolving client issues efficiently and effectively.
  • Improved store reputation by consistently offering exceptional customer service experiences.

Education

Bachelor of Information Technology -

Federation University
2021

Accomplishments

  • Azure Fundamentals (AZ900) – Microsoft Certified
  • Administrating office 365 and Intune fundamentals – LinkedIn Learning
  • ITIL Fundamentals – LinkedIn Learning
  • Cisco Certified Network Associate (CCNA 200-301) – Ongoing


Skills

  • Operating Systems: Windows OS, Windows Server 2016 and 2019
  • Microsoft Office 365: Office 365 Exchange server, Mail tracing and Shared Mailbox, SharePoint, OneDrive, Teams, and Outlook
  • Azure Cloud Services: Azure AD, Multi-Factor Authentication (MFA), storage account
  • Endpoint Management: Intune, VOIP service using 8X8
  • Remote Support: Remote Support via RDP (Quick Assist and Microsoft Teams, ConnectWise
  • Backup and Recovery: Azure Backup, System Backup and Recovery using Ease US
  • Hardware and Software Configuration: Software and Hardware Setup and Configuration
  • Virtualisation: Virtualisation using VMware
  • Disk Partition using RAID technology
  • IT Service Management: Ticketing System – Fresh Service / Zendesk
  • ITIL Frameworks for IT service Management
  • IT Security: Basic IT security knowledge (Firewalls, AV software), security Protocols
  • Network Configuration: DHCP, TCP/IP, DNS, LAN/WAN connectivity

Timeline

Technical Support

03.2024 - Current

IT Support Officer

Independence Australia
02.2023 - 03.2024

Customer Service

Zouki Café
11.2018 - 02.2023

Bachelor of Information Technology -

Federation University

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Ujjwol Mani Bajracharya