Dheeraj Bista

Experience

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  AlternativeTechnology Nepal

  Mar 2013 - Mar 2014

  Technical Officer

  • Deployed and maintained Jira - issue management system to manage issues of different applications and websites; assigned projects in the system and defined roles; tracked project status, managed tickets database and trained employees on using the system• Provided client support using email and telephone to address issues; supported clients over Skype and TeamViewer sessions to maximize client satisfaction• Created and edited software-user documentation and tutorial videos, to train the clients how to use the software; managed official YouTube channel used for software training• Installed and updated operating systems and other essential software; formatted and partitioned hard drives; scheduled PC/Laptop maintenance and upgraded or replaced hardware components, such as RAM, Hard drive• Configured IP PBX (VOIP) system to be used with smartphones• Serviced clients at Yantra 3.0 Science, Art-Tech exhibition to promote software products Show less

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  Alternative Technology

  Mar 2014 - Jan 2018

  System Administrator

  • Installed new or rebuilt existing servers and configured hardware, services, settings, storage in accordance with best practices and operational requirements• Performed Network Administration duties, including installing and configuring switches and routers; supported and maintained network hardware and configuration• Developed and maintained installation and configuration documentation• Researched and recommended innovative and automated approaches for system administration tasks• Provided second level support for the helpdesk team to improve client support• Helped internal departments retrieve data and systems as required to generate reports• Worked with 3rd party vendors to support existing infrastructure• Tested and supported applications on multiple operating systems, using VMWare virtual machines • Maintained system efficiency and made recommendations for future upgrades• Provided end-user support for technical queries and supported all windows and MAC operating systems• Performed Manual Testing of Galaincha Product Software• Tested and monitored performance of company websites by researching on test tools, such as Telerik Test Studio and JMeter Show less

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  Jolera Inc.

  Sept 2018 - Mar 2021

  System Support Professional

  * Provide remote service assistance through the use of various web-based remote support tools.* Receive and respond to service requests for assistance via telephone and email in accordance with each client’s Service Level Agreement (SLA).* Process service tickets and assign to appropriate Jolera onsite technicians, or customer-specific internal service resources, as necessary.* Maintain service ticket ownership throughout the life of the support incident.* Escalate high profile issues to the Service Desk Manager for appropriate handling and routing.* Actively monitor all customer systems and services and respond to device-down scenarios.* Develop knowledge of multiple systems and processes in order to troubleshoot problems.* Perform server updates and reboots during customer-designated service windows.* React to onsite outage scenarios as necessary or as assigned by the Service Desk Manager.* Monitor, record and troubleshoot customer backup status.* Follow all other processes and quality standards as assigned by the Service Desk Manager. Show less

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  The Salvation Army in Canada

  Mar 2021 - May 2024

  Infrastructure Design and Planning:Assess the organization's IT needs and design or upgrade infrastructure components accordingly.Plan for scalability and future technology requirements.Recommend hardware and software solutions to meet business objectives.Infrastructure Deployment:Install, configure, and maintain servers, networking equipment, and other hardware.Deploy and update operating systems, applications, and software patches.Set up and manage servers in hyperconverged environments.Infrastructure Administration:Monitor network performance and ensure optimal connectivity.Troubleshoot and resolve network issues promptly.Manage server infrastructure, including Windows, Linux operating systems.Monitor server health, performance, and resource utilization.Perform regular backups and disaster recovery planning.Perform routine maintenance tasks and system updates during off-peak hours.Security Managemen, Compliance and Reporting:Monitor and respond to security incidents and vulnerabilities.Install and update security software and firewalls.Ensure infrastructure compliance with relevant regulations and industry standards.Generate reports on system performance, security, and compliance.Collaboration and Documentation:Work closely with IT teams and other departments to ensure technology aligns with business needs.Participate in IT projects and initiatives.Provide technical support to end-users, including troubleshooting hardware and software issues.Assist with user account management and access control.Maintain detailed documentation of system configurations, procedures, and troubleshooting steps.Keep records of hardware and software inventory. Show less *Drive end-user productivity by efficiently resolving technical issues, procuring software and hardware requests, and proactively researching solutions and industry best practices.*Assist Level 1 technicians with advanced technical matters and handles all desktopmanagement activities including configuration, deployment, reporting, and procurement.*Assist in software releases and rollouts according to change management best practices*Deploy pre-packaged solutions using device management tools, i.e., Microsoft InTune*Act as an escalation point for Level 1 technicians and assist with advanced or complex helprequests Show less

  • Infrastructure Administrator

    Oct 2022 - May 2024

  • Senior Service Desk Analyst

    Dec 2021 - Nov 2022

  • Service Desk

    Mar 2021 - Dec 2021
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  Serco

  Aug 2024 - Sept 2024

  IT Service Desk Lead Analyst
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  Arctic Wolf

  Oct 2024 - now

  Concierge Security Engineer 2