IT Systems Administrator and Support Specialist

Sandeep Dhakal

041******* ***************@*****.*** CANBERRA,ACT, Australia

IT Administrator/ IT Specialist /IT Support

Technical Support/Consultant Remote Desk Support Troubleshooting

PROFILE SUMMARY

Experienced ICT Systems Administrator and Technical Support professional with 3+ years of experience supporting enterprise users, cloud platforms, infrastructure systems, and operational business environments. Proven capability delivering Level 1 and Level 2 ICT support, administering Microsoft 365 and Active Directory environments, troubleshooting infrastructure issues, and supporting business-critical systems in fast-paced operational settings.

Strong experience managing user requests, access control, system administration, incident resolution, and technical documentation within SLA-driven environments. Skilled in supporting Windows Server environments, cloud technologies, network infrastructure, backup systems, and operational applications.

Currently supporting a 50+ user environment while coordinating technical operations, inventory systems, vendor management, and stakeholder engagement across multiple business units. Experienced working collaboratively with operational teams and technical stakeholders to investigate recurring technical and business issues and implement long-term improvements.

Familiar with healthcare-related digital environments including My Health Record (MHR) concepts, confidentiality requirements, and secure ICT practices aligned with enterprise and government environments.

TECHNICAL COMPETENCIES

Systems Administration & ICT Support

Level 1 & Level 2 ICT Support

Incident & Problem Management

User Onboarding/Offboarding

Technical Troubleshooting

Root Cause Analysis

SLA-based Ticket Management

Technical Documentation

System Administration

Access & Permissions Management

Microsoft & Cloud Technologies

Microsoft 365 Administration

Microsoft Exchange Online

SharePoint Online

Microsoft Teams

Azure Active Directory

MS Intune (basic exposure)

AWS Cloud Exposure

Infrastructure & Networking

Windows Server 2012/2016/2019

Active Directory Administration

Group Policy Management

DNS, DHCP, TCP/IP

VPN & Remote Access Support

VLAN & Firewall Troubleshooting

Routers & Switches

Wi-Fi & Network Connectivity

Backup & Security

CloudAlly Backup Solutions

Barracuda Backup Systems

Office 365 Backup

Data Recovery Support

Access Control & Security Practices

Patch & Update Support

ICT Service Management Tools

Freshservice

ServiceNow

Zendesk

Jira Service Management

SolarWinds

Business & Operational Systems

Business Centre

XchangeFusion

Inventory & Procurement Systems

Vendor & Supplier Coordination

Operational Reporting

PROFESSIONAL EXPERIENCE

Store Inventory & Operations Manager -Full-time October 2023 -Present

Canberra Southern Cross Club-Canberra, ACT

Manage inventory operations, procurement activities, and stock control processes across food and beverage departments within a high-volume hospitality environment.

Coordinate supplier engagement, vendor communication, contract administration, and pricing negotiations to ensure cost-effective purchasing and reliable supply continuity.

Oversee beverage purchasing, stock forecasting, stocktakes, inventory reconciliation, and quality control processes to maintain operational efficiency and minimise wastage.

Support venue operations by coordinating with managers, chefs, operational staff, and external vendors to ensure smooth day-to-day business operations and issue resolution.

Provide Level 1 and Level 2 technical support across Windows, macOS, Android, and iOS environments supporting a 250+ user operational environment.

Deliver technical support via phone, email, remote support tools, and onsite assistance for operational and business-critical systems.

Administer Microsoft 365 services including Exchange Online, SharePoint, Teams, and Azure-based user management.

Manage user onboarding/offboarding, mailbox administration, permissions, and access control processes aligned with operational and security requirements.

Support Active Directory administration including user accounts, password resets, security groups, and basic Group Policy management tasks.

Investigate and resolve hardware, software, networking, and operational system issues impacting business continuity and service delivery.

Monitor and troubleshoot network connectivity issues involving DNS, DHCP, VPN, routers, switches, wireless environments, and operational systems.

Support backup and recovery operations using CloudAlly, Barracuda, and Microsoft 365 backup systems to maintain data integrity and business continuity.

Maintain and support operational systems including Business Centre and XchangeFusion for inventory management, procurement tracking, stock reporting, and operational analysis.

Develop and maintain technical documentation, operational procedures, inventory records, and system-related user guides.

Apply strong analytical and critical-thinking skills to investigate recurring operational or technical issues and implement process improvements.

Coordinate venue maintenance activities and liaise with contractors and suppliers to ensure operational reliability and compliance standards are maintained.

Work collaboratively with operational teams, vendors, suppliers, and technical stakeholders to improve operational efficiency, system reliability, and service delivery outcomes.

IT Support – Full-time (Hybrid) March 2022 – March 2023

TechSkills Pty Ltd. - Sydney, Australia

Delivered Level 1 ICT support and resolved escalated technical issues across enterprise systems and user environments.

Managed service desk requests and incidents using SLA-based prioritisation and escalation procedures.

Supported Windows Server 2012/2016/2019 and Active Directory administration tasks.

Assisted with user account provisioning, password management, and permissions administration.

Monitored and maintained network services including DNS, DHCP, VPN, VLANs, and firewall environments.

Configured and supported routers, switches, remote access services, and endpoint connectivity.

Assisted with backup, disaster recovery, and business continuity processes.

Performed root cause analysis on recurring technical issues and contributed to long-term resolution planning.

Supported IIS servers, VPN gateways, and infrastructure monitoring activities.

Collaborated with technical teams and business users to ensure reliable ICT service delivery.

Retail Team Member June 2020 – March 2022

Coles-Sydney, Australia

Delivered high-quality customer service in a fast-paced retail environment, assisting customers with purchases, product inquiries, and issue resolution

Operated point-of-sale (POS) systems efficiently, processed transactions, refunds, and managed cash handling procedures

Maintained cleanliness, presentation, and stock levels throughout the store, including merchandising and restocking shelves

Adhered to health and safety standards and company policies to ensure a safe and welcoming shopping experience

Worked collaboratively with team members across departments (e.g. checkout, grocery, fresh produce) to meet store goals and service expectations

Trained and mentored new team members, helping them adapt quickly to store operations and customer service protocols

IT Intern Feb. 2020 – August 2020

Fishburners -Sydney, Australia

Assisted with day-to-day IT operations across a busy co-working tech hub, ensuring smooth technical functionality.

Provided timely support for network issues, conference room systems, and general user setup needs throughout the facility.

Managed hardware installations, performed diagnostics, and coordinated equipment allocation to keep resources organized and available.

Troubleshot technical problems for internal teams and helped implement small system improvements to enhance workflow efficiency.

Responded to various IT requests, prioritized tasks effectively, and maintained consistent service quality for all users

EDUCATION

Master of Information Technology (Computer Networking & System Administration) Nov 2016 – Nov 2018

Charles Sturt University, Sydney, Australia

Professional Year Program (ICT) Feb 2019– Jan 2020

SOFT SKILLS

A strong team spirit and ability to lead and work autonomously when required.

Positive attitude Initiative Efficient Ambitious to learn new skills Passionate.

Attention to detail Can-do attitude Flexible.

Excellent customer service skills Organization skills.

Strong communication skills Interpersonal skills Exceptional written skills for documenting support activities.

Problem-solving skills Resolving technical issues Ability to work independently.

References

Available upon request

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