Jul 2024 – Dec 2025 · 1 yr 5 mos · Melbourne, Victoria, Australia

• . Provide comprehensive Level 2 support across multiple technology streams, including hardware, OS, software, networks, and servers, ensuring swift resolution of incidents within agreed SLAs.
• . Perform maintenance, deployment, and decommissioning of physical infrastructure, including desktops, peripherals, telephony, print devices, and audiovisual equipment, while ensuring data integrity.
• . Manage customer expectations through timely updates and accurate logging of all interactions in the client ITSM tool.
• . Escalate operational issues promptly and ensure all activities adhere to WHS policies and company processes.
• . Accurately record and submit timesheets and project efforts on time, following company requirements.
• . Develop and maintain up-to-date technical documentation, including troubleshooting guides, and identify opportunities for process improvement.
• . Provide training and support to service desk staff and end users, enhancing their ability to utilize IT resources effectively.
• . Implement and manage device enrollment processes using advanced tools like Microsoft Intune and UEM, ensuring compliance with industry standards.
• . Collaborate with cross-functional teams to address complex technical challenges and support project activities as needed.
• . Ensure the secure and reliable management of IT assets, inventory, and remote connections, while maintaining current knowledge of industry-specific software and technologies.

Jun 2022 – Jul 2024 · 2 yrs 1 mo · Melbourne, Victoria, Australia

• Providing end-to-end technical support to a diverse range of customers. Ensuring prompt
• resolution of IT incidents and Requests by resolving them or escalate when needed.
• Resolving IT issues to meet all agreed upon Service Level Agreements, Operational Level
• agreements and Key Performance Indicators, individually and as part of a wider team.
• Support of end users, infrastructure, and services across multiple technology streams including,
• Hardware, OS, Software, Networks, Servers, Printers, and many more.
• All customer interactions and activities are logged and maintained in the correct client ITSM
• tool i.e., ServiceNow, and manage customer expectations by keeping them updated as their
• case progresses and notifying of any delays.
• Managed hardware and network device updates, data backups via OneDrive, and security
• measures, ensuring uninterrupted operations.
• Support various technologies, including Microsoft Azure, Citrix, and network security solutions.
• Administer Microsoft Windows, Active Directory, Azure AD, Intune, and Group Policies for efficient operations.
• Manage assets, resolve Active Directory issues, and stay updated on emerging technologies.
• Deliver technical expertise for infrastructure management, including Windows Server, Office 365, and network troubleshooting.
• Skills: Microsoft Azure, Citrix Products, Virtualization, VPN, Network Security, Networking, Cloud Computing, Microsoft Office, ITIL, Computer Networking

Jan 2020 – Feb 2020 · 1 mo · Greater Melbourne Area

• Actively interacted with customers face to face for guiding and resolving their issues
• Data entry of passenger number, bus details and timing- Using Pax Count Application
• Maintained a positive, empathetic, and professional attitude toward customers always.
• Responded promptly to customer inquiries and acknowledged and resolved customer
• complaints.
• Communicated and coordinated with colleagues, as necessary.
• Ensured customer satisfaction and provide professional customer support.

Jun 2018 – Jun 2019 · 1 yr · Kathmandu, Nepal

• Actively interacted with customers and solved their problems related to network devices and
• PCs via face to face, phone/calls, and email.
• Provided word processing support by typing reports, notes, proposal, and other materials,
• including meeting agenda and minutes.
• Worked with international and national procurement staff at both data center and disaster
• recovery of the telecommunication project at Nepal Telecom
• Installed wide range of network equipment of Cisco, Juniper, Dell, Oracle, FortiGate, F5-
• BigIP and so on.
• Kept the network device up to date, back up data as well as secured.
• Maintained all network documentation of hardware details, licensing, updating and
• configuration.

May 2017 – Jul 2017 · 2 mos · Kathmandu, Nepal

• Duties and Responsibilities:
• Created Dynamic Website using html, css, php, javascript
• Done Quality Assurance (QA) of different websites
• Done Data Entry in word and excel

Jan 2014 – Apr 2014 · 3 mos · Kathmandu, Nepal

• Nepali Children’s Education Project’s (NCEP) provides poor and orphaned children with the financial means to access and complete primary and secondary education in Kathmandu, Nepal, facilitated through fundraising initiatives in Canada and leadership development in Nepal. I worked as Senior Volunteer and awarded as Senior Volunteer award at 1st April 2014, demonstrated as leadership, responsibility and compassion in guiding our young scholars in the pursuit of education in Nepali Children’s Education Project’s Red Seal of Excellence

Sep 2012 – Jun 2019 · 6 yrs 9 mos · Kathmandu, Nepal

• Co-founder and executive member of Give Hands Together For Change (GHTFC), which is an officially registered Non-Governmental Organisation. It was established on 6th September 2012 A.D. with a motive of encouraging youths to do something for betterment of the society. I worked in ‘Media and Publishing’ section utilized my communication skills by sharing innovative ideas and donating adequate hours.