Rochak Bikram K C Email & Phone Number

Sydney, New South Wales, Australia

Australia

1. Managed and maintained CRM systems to ensure seamless customer relationship processes.2. Administered Azure Active Directory, adding and managing user accounts efficiently.3. Oversaw the security camera systems and facilitated video retrieval for security purposes.4. Updated and maintained the organization's website, ensuring up-to-date content and optimal functionality.5. Managed the organization's social media accounts, creating content, and monitoring engagement.6. Administered Office 365 packages, providing support and training to users on various applications.7. Managed various SaaS applications to streamline business processes.

SITA is the world's leading specialist in air transport communications and information technology.1. Managing incidents and conducting RCA (Root Cause Analysis) of the issue to avoid future occurrence and handling Change Orders with the correct escalation process.2. Reporting on the monthly performance by generating reports on KPIs based on Incidents, Changes, infrastructure availability and providing feedback to the Site Manager.3. Administer network infrastructures including Cisco routers, switches by monitoring customer links proactively for their router/switch availability, bandwidth utilization, port status, network logs using monitoring tools (NGOSS, MRTG) and applications.4. Installing, configuring, testing, and administering infrastructures, including desktop support(local/remote), server, router, switch, wireless access point, Handheld Terminals, antivirus, malware protection software, SOTI terminals and SOTI MobiControl applications and other processes including reviewing system, server & application logs. 5. Experience in Windows Active Directory Domain Service and setting up Group Policy, WSUS server to patch workstation, DNS, DHCP, Remote OS Installation, and installing airlines application in Windows Server 2008/2012/2016.6. Working knowledge of Mac OS X, iPhone iOS, android systems, virtualization (VMware, VirtualBox), and Linux system (Red hat, Kali, Ubuntu).7. Creating technical documentation regarding the IT processes as a Knowledge Base (KB) for future use.8. Coach junior co-workers on operational processes, relying on strong working knowledge of the activities in the group.9. Knowledge of ITIL and Service Management practices and procedures.

1. Ensuring the highest level of customer services by resolving incidents within the prescribed SLA using “ServiceNow" application with priority.2. Working out all desktop and laptops issues (both hardware and software) for instance, Windows software and general applications, MFD (printers and scanners), Office 365 and share point.3. Setting up new desktop, laptop along with the installation of Windows 7/10/11 operating system, drivers, outlook, teams, and other software applications.4. Understanding of network services such as DNS and DHCP, LAN/WAN environments, and TCP/IP network protocols.5. Handling asset management along with replacing faulty equipment using spares and carrying out repairs of faulty machines locally with highest standard.6. Carry out preventive and proactive maintenance of equipment and to provide onsite support to Users during the cutover of the services.7. Ensure shortest restoral times possible, initiating the timely escalations to specialized resolver groups inside and outside SITA, according to the customer contracts, SLAs, and monitoring requirements.

Master Of Networking (Major In Cyber Security)

Masters Degree Of Computer Science

Bachelors Degree In Electronics And Communication Engineering