Suraj Adhikari Email & Phone Number

Australia

Key Responsibilities1. Respond to customer inquiries and provide technical support via email, phone and live chat.2. Diagnose and resolve customer issues related to domain registration, Web hosting, DNS, email hosting, website management and various other products including Microsoft 365.3. Document all customer interactions and resolutions in Salesforce, ensuring accurate and up-to-date records.4. Conduct regular follow-ups with customers to ensure their issues were resolved to their satisfaction.5. Work closely with cross-functional teams to resolve complex issues and to ensure optimal performance and reliability of the hosting servers.6. Implement and monitor website security measures, proactively identifying vulnerabilities and implementing best practices to safeguard customer data and organizational assests.7. Utilize visualization tools to track and analyze key performance indicators (KPIs), improving insights into personal operational efficiency and customer satisfaction.8. Create technical documentation/Knowledge base for users and internal teams, offering insights into troubleshooting procedures, and best practices.9. Liaise with vendors when required to address specific customer issues or obtain necessary solutions or components.

Melbourne, Victoria, Australia

Serve as the first point of contact for any technical difficulties, resolve all level 1 issues, and report to the IT Support Team Leader. Provide comprehensive IT support to various organizations, utilizing the ServiceNow (ITSM) ticketing system for ticket management and travel to different locations when physical presence is necessary.Key Responsibilities 1. Acting as the primary contact for addressing technical problems through phone, email, remote access, and on-site assistance.2. Executing Level 1 support activities adhering to the established Incident, Service Request, Problem, and Change Management protocols and refering unresolved issues to the appropriate teams.3. Monitoring and managing customer requests utilizing the Service Now ticketing system.4. Setting up and arranging computer hardware, software, and applications while also helping in deploying new applications and hardware.5. Managing the user onboarding and offboarding process,ensuring a smooth transition for all parties.6. Offering assistance and support with O365 Services(Exchange Online, Sharepoint online,Ms teams).7. Configuring, overseeing, and tracking mobile devices using Intune.8. Managing user accounts, security groups, and resources within Active Directory, including creating and modifying accounts, assigning permissions and troubleshooting issues.9. Collaborating with vendors, as necessary, to achieve issue resolution.10. Creating user manuals for simple problems and revising the knowledge base.11. Delivering efficient IT support for Windows operating systems, encompassing troubleshooting, configuration, system administration, and ensuring optimal performance and security.

Melbourne, Victoria, Australia

• Responded to user inquiries and provided technical assistance via phone, email, or in-person.• Recorded and tracked user issues using a fresh service ticketing system.• Provided Level 1 technical support by resolving basic technical problems and escalating complex issues to senior team members.• Installed, configured, and maintained computer hardware, software, and peripherals.• Assisted with software and hardware upgrades and rollouts.• Collaborated with other IT staff to troubleshoot and resolve complex technical issues.• Provided support for mobile devices, including setup and configuration.• Assisted users in mapping network drives and printers.

Professional Year, Professional Year

Bachelor'S Degree, Information Technology