Roshmi Shrestha
Redmond,WA
Summary
Skilled Technologist with experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing. Devoted troubleshooter with deep understanding of system architecture and diagnostics.
Overview
4
4
years of professional experience
Work History
IT Services Support Specialist
Ubank
Wynyard, NSW
01.2022 - Current
- Testing and analyzing new and upgraded software and/or hardware
- Responding to end-user service requests via slack, call, Zoom in a timely manner.
- Assisted with updating technical support best practices for use by team.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Used ticketing systems to manage and process support actions and requests.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Configured hardware and granted system permissions to new employees.
- Documented support interactions for future reference.
- Involve in autopiloting devices, onboarding and offboarding user.
- Working knowledge of a wide range of computer equipment and software, including PCs and MACs, smart devices, printers.
- Work with different vendors such as Cuscal, Data Action, Yodlee, Loanworks, LoanApp
IT Helpdesk
Cass Training International College
Sydney, NSW
07.2020 - 12.2021
- Logging all tickets as well as service request and collecting required information through an effective incident management system.
- Escalating incidents and requests beyond scope of L1/L2 to Level 3 support teams in timeline manner.
Providing application support by installing operating systems, Microsoft 365. - Unlocking user accounts and resetting passwords, performing troubleshooting duties for end users.
- Troubleshooted any issues related to Microsoft 365 Application like outlook, OneDrive and Exchange Online.
Provisioning new-hire accounts as well as preparing workstation and desktops. - Monitoring, Troubleshooting, and ensuring timely completion of internal and external help desk tickets.
Responded to clients request through phone and visiting site if required. - Worked with mobile device management (Intune) by organizing company owned and client owned devices.
- Demonstrating the customer service skills such as actively listening to customers to understand each issues and situation, providing proper follow-up and status update.
- Providing support for employees across the company.
Troubleshooting printers, network and computer issues.
Provide on-site and remote end-user services, including helpdesk and technical support services.
Security Engineer Intern
Call Journey
Sydney, NSW
01.2021 - 06.2021
- Review and update documentation for policies, procedures, standards and guidelines.
- Provide first level compliance monitoring and investigations.
- Record and track IT security incidents, including but not limited to copyright violations, compromised accounts, e-mail threats, and abuse reports from various sources.
- Research and evaluate applications and services for use by institution. Provide a matrix when possible, detailing features within each different application or service.
- Assist with applications/tools including but not limited to SIEM.
- Other duties as assigned.
Customer Service Assistant
Woolworths Group
Sydney, NSW
10.2019 - 12.2020
- Provide excellent customer service by answering incoming customer calls regarding billing issues, product problems, service questions and general client concerns.
- Responsible for maintaining high level of professionalism with clients and working to establish positive rapport with every caller.
- Excellent written, verbal communication skills and strong problem-solving skills.
- Create and maintain good working relationships with colleagues to enhance and encourage collaboration at workplace.
- Quickly and accurately answered customer questions, suggested effective solutions and resolved issues to increase customer satisfaction.
Education
Bachelor's Degree - Information Technology
Kings Own Institute
Sydney07.2021
Diploma - Information Technology
Pacific College of Technology
Sydney12.2018
Skills
- Remote Monitoring Tools: Solar Winds N Central, TeamViewer
- IT Ticketing System: Jira
- Communication System: Microsoft Team, VOIP (3CX), Slack, Zoom
- Cloud Solutions: Microsoft Azure
- Mobile Device Management: Cisco Meraki, Endpoint Manager /Microsoft Intune
- Antivirus and E-mail Security: TrendMicro,Kaspersky, Macafee
- Programming Languages: PowerShell scripting
- Platform: Microsoft Exchange/Office 365 \Microsoft Active Directory
- Backup Software: Veeam Backup for Office 365, Veeam Backup and replication, windows server backup
- Server Management: Azure Active Directory, Microsoft Active Directory
- Operating System: Windows, Android, Apple, Mac
- Servers: File Server, Print Server, Application Server, DNS Server, Virtual Server, Microsoft Exchange Server, Monitoring and Management Server, Cloud Server
- Phone Server: 3CX
- Hardware: Routers, Switch, Server
- Virtual Desktop infrastructure: Terminal server
Certifications
Azure 900 (AZ-900) | Azure 104 (AZ-104) | CCNA | -Certifications in progress.
References
Available on request.
Timeline
IT Services Support Specialist
Ubank
01.2022 - Current
Security Engineer Intern
Call Journey
01.2021 - 06.2021
IT Helpdesk
Cass Training International College
07.2020 - 12.2021
Customer Service Assistant
Woolworths Group
10.2019 - 12.2020
Bachelor's Degree - Information Technology
Kings Own Institute
Diploma - Information Technology
Pacific College of Technology