Profile
Dedicated IT engineer excelling in various IT domains from end-user, system, network, cloud service support and DevOps knowledge. I bring the best ITIL practices, broad knowledge, effective troubleshooting, a customer-centric approach, and a passion for technology. Some of my career highlights are migrating 600 plus devices from win7 to win10, scripted bulk tasks needed for Active Directory using PowerShell, implementing OKTA in an organization with 7k users across the globe and being involved in a project to install Corelight devices at various client's site.
Experience
IT Support Engineer (Part-Time), Axiom Technologies | Sydney, NSW | Jun 2023 - Present
- Delivered hands-on technical support and acted as a liaison for resolving escalated issues with the remote team.
- Utilized Microsoft Intune for Windows and software deployment on end-user devices: Deployed and managed Windows OS, applications, and security policies using Microsoft Intune.
- Troubleshot policy issues to ensure compliance and seamless operations: Investigated device configuration and compliance issues to maintain device performance and standards.
- Managed desktop and printing devices: Oversaw configuration, troubleshooting, and lifecycle management of desktops, laptops, and printers.
- Performed data centre activities such as racking, stacking, and basic network device configuration. Installed and configured servers and network devices, ensuring proper connectivity and organization.
- Supported offshore infrastructure team: Collaborated with offshore teams to resolve complex IT issues requiring onsite support.
- Liaised with vendors to facilitate support: Managed vendor relationships for procurement, maintenance, and technical support resolutions.
- Managed meeting rooms with Zoom and Teams audio-video setups: Configured and maintained AV systems for hybrid collaboration using Zoom and Teams.
- Server management: Performed server installation on BareMetal devices or on Hyper-V.
- Conducted IT asset management across the office onsite: Maintained asset inventory, lifecycle tracking, and procurement to optimize IT resource use.
- Supported network printers, follow-me printers, label printers, and RF guns: Provided configuration, troubleshooting, and maintenance for printing and logistics devices.
System Engineer, COTIVITI Inc. | Kathmandu, Nepal | Dec 2019 – Feb 2023
- Managed Active Directory: Created, deleted, reset passwords, unlocked accounts, and managed user group memberships for AD users.
- Granted, edited, and removed access to shared drives and folders for users.
- Implemented group policies and handled associated tickets efficiently.
- OKTA administration: Ensured synchronization with Active Directory, resolved sync conflicts, created bulk user accounts, assigned apps within OKTA, managed groups, handled MFA registration, and performed alpha-beta testing for new implementations.
- Office 365 Admin Centre: Managed user access, sign-ins, password resets, MFA, licenses, and support.
- Exchange admin: Created DL, shared mail, configured email flow, resource mailboxes, and archiving. Investigated email issues using email tracing, litigation hold, restoring email, and configuring policies.
- Teams admin: Managed team memberships, permissions, templates, and policy packages. Configured app availability, external access, and meeting policies, while investigating call quality issues.
- Managed end-user systems with VMware Workspace ONE, diagnosing software deployment and profile/policies.
- Azure support: Managed users and groups on Azure AD, rolled out and managed MFA, RBAC roles, and performed Azure resource monitoring and disaster recovery planning.
- Oversaw onboarding, offboarding, and application requests while publishing knowledge articles and video tutorials.
- Conducted bridge calls with stakeholders to address and prioritize critical issues.
Desktop Support Engineer, Standard Chartered Bank | Kathmandu, Nepal | Apr 2019 – Nov 2019
- Regularly updated systems with the latest patches, security updates, and antivirus software to protect against vulnerabilities and maintain performance.
- Set up and imaged desktop computers, laptops, and other end-user devices: Prepared and deployed devices with standardized images tailored to organizational requirements.
- Performed Windows 10 migration for HO and branch offices in Nepal: Successfully coordinated migration with minimal disruption, managed data backups, and provided post-migration support.
- Configured network printers by connecting them to the organization's network and managed user accounts for secure and seamless printing.
- Monitored and executed daily backup operations for on-premises Windows servers, ensuring rapid recovery in case of data loss or system failure.
- Maintained an up-to-date inventory of IT assets, including hardware and software. Managed procurement to meet organizational needs within budget constraints.