Sujan Dhungana Email & Phone Number

Melbourne, Victoria, Australia

• Delivering technical assistance and solutions at the tech bar for various end users, ensuring secure remote work capabilities using Global Protect VPN.• Installing, upgrading, and relocating unified communications equipment, laptops, operating systems, and video conferencing setups.• Ensuring seamless operation and troubleshooting issues with meeting room equipment, providing dedicated support to VIP users, and utilizing SCCM for software and hardware configurations.• Supporting desktop services, including hardware, operating systems, software, and monitoring, while managing the upkeep of desktops, laptops, mobile devices, printers, and video conferencing equipment.• Performing basic staging, desktop setup, cabling, configuration tasks, and imaging laptops to ensure readiness for end users, including managing and troubleshooting macOS devices using JAMF.• Tracking and managing inventory and assets to ensure the availability of necessary equipment and maintain physical infrastructure.• Helping customers with device and application setups, providing tailored solutions and addressing software and hardware-related inquiries and issues.• Implementing and maintaining security measures with Zscaler, ensuring the security of all systems and data.• Providing secure access using DUO for multi-factor authentication (MFA).• Administrating Microsoft Exchange, including creating distribution lists (DL) and shared mailboxes.

Richmond, Victoria, Australia

· Provided swift and efficient IT support by addressing user requests through calls, emails, and ServiceNow ticketing.· Efficiently enrolled corporate mobile devices in Apple Business Manager and Intune, securing them before user distribution.· Offered specialized technical support for VGCCC's gambling software suite - GLS, Gammon, Lagis, Trim and aiding LCV staff with Ialarm, Ialarm Finance, and Dynamic Connect.· Coordinated IT communication for outages and upgrades, editing templates, and targeting specific divisions or all staff as required in a service desk role.· Maintained a detailed IT hardware asset register, ensuring accurate management, tracking, and prevention of misplacement or loss of valuable company equipment.· Liaised with vendors for mobile phone SIM activations, troubleshot meeting room AV equipment, and oversee maintenance of leased printers in IT support role.· Imaged and configured newly received laptops using PXE boot, ensuring they are fully prepared and operational for user deployment in an IT support role.· Provided expert user support and troubleshooting for Office 365 applications, including Outlook, Word, and Teams, enhancing organizational productivity.. Efficiently supported remote users via Citrix VPN and Storefront, ensuring secure and seamless access for home-based work.

Melbourne, Victoria, Australia

· Provided Tier 1 IT support to Southern Phone and AGL internet users.· Worked on NBN multi-technology such as FTTP, HFC, FTTC, FTTN/B, Fixed wireless, and NBN Sky Muster Plus.· Troubleshot Internet issues such as no internet, dropouts, and slow speeds.· Used Radius Desk and MobaXterm to search out the online session sessions of modems.· Accessed the NBN portal to perform technology checks and escalate faults with NBN as necessary.· Followed the company's internal learning software, Yoda and Kit (Knowledge Information System), to troubleshoot issues.· Logged into Southern Phone's VoIP software to troubleshoot customer VoIP issues.· Utilized Cisco Finesse to make calls and analyze call statistics.· Accessed the company's internal CRM, Wookie, to raise Service Delivery Assurance (SDA) tickets and log PSTN faults of customer landlines to Telstra.· Used the company's internal ACS software to log into customer modems and configure settings.· Utilized MS Teams, Outlook, and SharePoint for internal communication within the organization.