Prabesh Ghimire

Experience

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  Coles Group

  Jun 2018 - Dec 2021

  Customer Service
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  GJK Facility Services

  Jan 2022 - Jul 2022

  Information Technology Support Technician
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  APCD Pty Ltd

  Jul 2022 - Sept 2023

  Supporting the Commonwealth Bank of AustraliaTroubleshooting: Investigating and diagnosing complex hardware, software, and network issues reported by end-users.Incident Resolution: Taking ownership of support tickets and providing timely and effective solutions to technical problems to minimize downtime and disruptions.System Administration: Performing system administration tasks such as user management, software installations, configuration changes, and server maintenance.Documentation: Maintaining accurate and up-to-date documentation of IT infrastructure, configurations, and support processes. Show less Supporting DXC technologies and Ausgrid * Provided end-user support for hardware, software, and network-related issues.• Resolved tickets via ServiceNow using telephone or Microsoft Teams calls, ensuring user convenience in ticket closure.• Managed user profiles, new device imaging, group assignments, policy updates, license allocation, and patch deployment using Active Directory and SCCM.• Supported various Microsoft software (Outlook, OneNote, Teams, Project, etc.) and other applications like SAP, Oracle, AutoCAD, Citrix, PSSE, Hprm, Adobe, etc.• Travelled to different sites in NSW to upgrade PCs, delivering face-to-face and remote support with utmost professionalism.• Developed and maintained documentation for standard operating procedures and troubleshooting guidelines.• Conducted user training sessions on new software and hardware systems. Show less 1. Provided first-level technical support to end-users, resolving hardwareand software issues in a timely manner.2. Installed and configured desktops, laptops, printers, and otherperipherals.3. Assisted with network connectivity issues, ensuring seamless access toshared resources and internet services.4. Responded to user inquiries through phone, email, or in-person,delivering exceptional customer service.5. Conducted training sessions to educate users on new systems, software,and IT policies.6. Maintained and updated user accounts in Active Directory, ensuringaccurate permissions and access rights.7. Collaborated with the IT team to develop and implement standardoperating procedures and best practices.8. Documented support activities and solutions in the ticketing system,ensuring accurate record-keeping.9. Assisted in the procurement of IT equipment and software, conductingvendor evaluations and recommending cost-effective solutions. Show less

  • Information Technology Support Engineer

    Jul 2023 - Sept 2023

  • Desktop Support Engineer

    Dec 2022 - Aug 2023

  • Information Technology Support Technician

    Jul 2022 - Dec 2022
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  Slick Networks Pty Ltd

  Sept 2023 - now

  Desktop Support Engineer