Suman Devkota Email & Phone Number

Sydney, New South Wales, Australia

• Diagnosing technical issues through phone, email, and OS Ticketing System, ensuring prompt resolution.• Communicating clearly and effectively with end users, colleagues, and management to quickly resolve issues.• Installing and maintaining hardware, software, and equipment to meet client requirements effectively.• Onboarding and offboarding users, creating their network login, email, and permissions, and guiding users through step-by-step solutions following company policy during the process, ensuring customer satisfaction.• Utilizing remote support tools such as Anydesk, Quick Assist, and Remote Desktop Connection for efficient troubleshooting of issues on remote machines.• Escalating complex technical issues to Level 2 support or appropriate departments as required.• Strong understanding of network connectivity, TCP/IP protocols, and LAN/WAN configurations.• Assisting users with Microsoft 365 account setup, password management, and account synchronization.• Establishing Active Directory (AD) infrastructure, focusing on user management and administration.• Implementing Group Policy Objects (GPOs) according to company SLAs and ITIL framework.• Managing dedicated file servers, delegating file system access, and mapping shared drives and printer management.• Managing user accounts and access control on cloud-based file-sharing platforms such as Microsoft SharePoint, Google Drive, OneDrive, or Dropbox for efficient collaboration.• Experience with Cloud platforms such as AWS, Azure platform, and its core services, such as virtual machines, storage accounts, and networking.

North Strathfield , Sydney, New South Wales, Australia

• Provided Level 1 and 2 Help Desk Support to approximately 50 internal and more than 1000 customers across the world.• Performed computer configuration, installation, assembly, disassembly, upgrade, and maintenance.• Performed Windows OS and MacOS installation, upgrade, and deployment.• Worked on network issues including routers, access points, and LAN problems.• Performed troubleshooting remotely using TeamViewer, RMM Tools, RDP.• Installed software applications and hardware on users' workstations via remote access connection.• Managed and coordinated ticketing systems such as OS Ticketing, Zendesk, and Freshdesk.• Managed users and devices as well as users' permissions on Windows Servers.• Provided support for M365 and Managed active directory users using Microsoft Azure portal.• Administered accounts, set up mailboxes, distribution lists, and new User accounts using Active Directory protocols.• Monitored and maintained onsite and regular cloud backups of the Windows servers.

Bondi Beach, Sydney, New South Wales, Australia

• Assigned tasks, provided guidance and support, and ensured that work was completed efficiently and accurately.• Created and implemented departmental procedures and policies for efficient operations.• Set strategic goals and evaluated outcomes to monitor overall departmental success.• Trained employees according to company procedures and policies, including teaching job-specific skills and promoting a positive work culture and customer service ethos.• Ensured that all team members followed company policies, procedures, and standards.• Assisted customers with inquiries, resolved complaints or issues, and ensured that customers had a positive shopping experience.• Monitored and evaluated the performance of team members.• Motivated and inspired employees, driving them to achieve departmental goals effectively.• Communicated with team members, other department leads, and management to ensure that everyone was informed and aligned on goals and priorities.• Promoted the values and culture of Woolworths by encouraging a positive work environment, promoting teamwork and collaboration, and demonstrating a commitment to customer satisfaction.• Maintained high productivity within the department, optimizing operational efficiency. Assistant Manager – Part time

Bondi Junction, New South Wales, Australia

• Supervised day-to-day tasks, provided support and guidance to team members.• Provided excellent customer service and addressed customer concerns in a professional manner.• Standardized recipes and procedures to maintain price margins and productivity.• Researched product availability, price, and quality issues.• Assisted customers in making optimal purchases through advice and excellent service.• Handled a high volume of incoming calls, delivering exceptional customer service.• Conducted recruitment and retention efforts to build a strong team and promoted communication in the kitchen that led to productive, safe work.• Prepared kitchen operations for future growth and new ideas.• Set kitchen priorities, production goals, scheduled production, and observed health and safety regulations for production, holding, handling, and labelling.• Maintained reports of department waste.• Developed and maintained purchasing relationships with local businesses.• Visited other stores for price comparisons, product, and merchandising ideas.• Developed and implemented comprehensive training plans for team members' growth.• Promptly responded to customer complaints and requests, ensuring effective resolution.

Sydney, New South Wales, Australia

• Checked site issues daily to ensure smooth operations and resolved any issues.• Streamlined daily operations and implemented new procedures to enhance efficiency.• Evaluated supplies and product inventory, returning unacceptable materials to vendors as needed.• Boosted sales by reducing customer waiting time and providing superior service.• Trained new hires, prepared orders, and addressed customer queries effectively.• Handled daily operations, ensuring quality and efficiency in customer service delivery.• Stayed updated on Fishbowl's product updates, new features, and industry trends to better serve our customers and provide informed assistance.• Promoted products and services and upheld positive relationships with customers.

Bachelor'S Degree, Information Technology, Competency

Advanced Diploma, Network Security, Competency

Diploma Of Education, Information Technology, Competency