Paras Thapa Email & Phone Number

Gorokan, Nsw, Au

Sydney, New South Wales, Australia

• Provide technical product knowledge and support to the Support Services client base.• Maintained and stayed on top of personal ticket queues while building strong client relationships.• Have a good grounding in support products and an ability to talk with knowledge and confidence to clients.• Follow troubleshooting methodologies, providing feedback to internal resources where necessary.• Research and identify resolutions to clients’ technical problems once escalated to us by… Show more • Provide technical product knowledge and support to the Support Services client base.• Maintained and stayed on top of personal ticket queues while building strong client relationships.• Have a good grounding in support products and an ability to talk with knowledge and confidence to clients.• Follow troubleshooting methodologies, providing feedback to internal resources where necessary.• Research and identify resolutions to clients’ technical problems once escalated to us by their level 2 engineers.• Perform and complete system health reports as per departmental guidelines.• Ensure the assigned work queue is managed in a timely manner.• Ensure SLA compliance and delivery are within company guidelines.• Create/Maintain client technical documentation Show less

• Handling end-users account creation, security groups, password resets, and troubleshooting.• Enhanced helpdesk ticketing system using Zendesk, resulting in a 20% reduction in a support calls.• Setup Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync.• Escalated difficult issues to the next level as required to maximize resolution at the first call.

Bachelor'S Degree, Network And System Administration/Administrator, Distinction

Professional Year Internship Program, Information Technology