Nice to meet you! I am Dinesh Pun.

Based in Australia, I’m an IT Support Specialist passionate about providing top-notch technical support and solutions that ensure seamless user experiences. I enjoy resolving complex issues and improving systems to help users work more efficiently and effectively.

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About me

I am an IT Support Specialist with a degree in Information Technology. I have worked on various tasks, including managing user accounts, troubleshooting network issues, and providing remote and on-site technical support. I am skilled in diagnosing and resolving hardware and software problems, ensuring systems run efficiently, and supporting end-users. In my free time, I enjoy staying up-to-date with the latest IT support technologies and participating in technical forums. My goal is to continue growing as an IT professional and work on projects that positively impact users by improving their technology experience.

MyPhoto

Certificate

➤ Microsoft 365 Certified: Fundamentals

Technical Skills

  • Ticketing System: Freshdesk
  • Operating System: Windows Server 2012-2021, Windows 7-11, MacOS
  • Virtualization: VMware workstation
  • Networking: LAN, WAN, DNS, DHCP, Router, Server, Switch
  • Windows Server: Group Policy, Active Directory, File Server, Printer Server, OU
  • Hardware/Software: Desktop, Printer, Laptops, Mobile devices, Server
  • Remote Desktop Support: TeamViewer, Microsoft Remote Desktop
  • Microsoft 365: Microsoft 365 Admin Center (Microsoft Exchange, OneDrive, Teams, SharePoint, Defender)
  • Endpoint Management: Microsoft Intune
  • VOIP Systems: 3CX Phone System
  • VPN: Sophos VPN
  • Backup and Recovery: Veeam backup

    • Soft Skills

    • Communication Skills
    • Teamwork and Collaboration
    • Attention to detail
    • Pressure Handling
    • Professionalism
    • Problem Solving
    • Time Management
    • Compliant Handling
    • Adaptability

    Professional Experience

    IT Support, International Institution of Education, Sydney Australia

    October 2023 - September 2024


    Responsibilities

  • Provided first-level technical support to end users via phone, email, and chat.
  • Supported the installation and maintenance of hardware, including desktops, laptops, printers, and peripherals.
  • Managed user's accounts, passwords, and access controls using Active Directory.
  • Managing user's accounts, device management, and email configuration using the Microsoft ecosystem.
  • Recovered deleted files, folders, and emails using the Veeam Backup and Replication Console and Veeam Backup for Microsoft 365, ensuring minimal downtime and data loss for end users.
  • Prioritized and managed high volumes of support tickets, consistently meeting or exceeding service level agreements (SLAs)
  • Escalating unresolved issues to Level 2 or higher IT support teams.
  • Documented common technical issues and created user guides for repetitive tasks to streamline the support process.

    • Get in Touch

    Feel free to reach out to me with any questions or opportunities. I am always happy to connect and discuss how we can work together.

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