DKDipa Khadka
Available for IT Support & Service Desk roles

Keeping People Connected, Supported, and Productive Through Technology

Dipa Khadka

IT Support  |  Service Desk  |  Systems Administration

IT Support Technician with hands-on experience supporting Microsoft 365 environments, Active Directory, Windows devices, service desk operations, ticket management, remote troubleshooting, asset management, and end-user support.

I enjoy solving technical problems, supporting users, and helping organisations keep their systems running smoothly.

Download Resume View LinkedIn Contact Me
Dipa Khadka, IT Support Technician
Microsoft 365
Active Directory
Service Desk
Windows 10/11
Entra ID · MFA
0+

Users Supported

0+

Years IT Support Experience

0

Industry Certifications

Level 1 & Level 2

Technical Support

What I Do

Core areas of IT support I deliver

User Support

Resolving Microsoft 365 access issues, password resets, device troubleshooting, software problems, and user requests.

Service Desk Operations

Managing tickets, prioritising incidents, documenting resolutions, following up with users, and escalating issues when required.

Systems Administration

Supporting Active Directory, user provisioning, permissions, Microsoft 365 administration, device deployment, and system maintenance.

Asset Management

Tracking IT equipment, maintaining asset records, supporting onboarding, workstation setup, and device lifecycle activities.

About

About Dipa

I am an IT Support Technician with experience supporting staff and users across a multi-campus environment. My work includes Microsoft 365 administration, Active Directory user management, Windows support, ticket management, remote troubleshooting, asset management, device deployment, and technical documentation.

Before moving into IT, I built strong customer service and communication skills through customer-facing roles. This helps me support users with patience, clarity, and professionalism.

I am based in Merrylands NSW and open to relocation for the right IT opportunity.

Career Journey

  1. 2021 – 2024

    Customer Service & Operations

    Built strong communication, problem-solving, customer service, and time management skills in fast-paced environments.

  2. 2024 – Present

    ICT Support Technician

    Transitioned into IT support: Level 1/2 support across Microsoft 365, Active Directory, Windows devices, service desk requests, remote troubleshooting, asset management, and user support.

Technical Skills

Tools, platforms and capabilities

Service Desk & End User Support

  • Level 1 & 2 Technical Support
  • Service Desk Operations
  • Ticket Management
  • Incident Management
  • Service Request Management
  • End User Support
  • Remote Troubleshooting
  • Technical Documentation
  • Knowledge Base
  • Customer Service
  • On/Offboarding
  • Asset Management

Microsoft Technologies

  • Microsoft 365 Admin
  • Exchange Online
  • Microsoft Teams
  • SharePoint Online
  • OneDrive
  • Outlook
  • Microsoft Entra ID
  • Multi-Factor Authentication

Systems Administration

  • Active Directory
  • User Provisioning
  • Password Resets
  • Group Management
  • Access Control
  • Windows 10 & 11
  • Windows Server Fundamentals
  • Device Deployment
  • Software Installation
  • System Maintenance

Networking

  • TCP/IP
  • DNS
  • DHCP
  • LAN/WAN Fundamentals
  • Wi-Fi Troubleshooting
  • VPN Connectivity

Experience

Professional experience

ICT Support Technician

TKL College & NAPS College · Sydney NSW

2024 – Present

Responsibilities

  • Provide Level 1 and Level 2 technical support to staff across multiple campuses.
  • Deliver support via phone, email, remote access, and face-to-face.
  • Manage and update support tickets and service requests.
  • Remote troubleshooting for Microsoft 365, Windows, hardware, software, connectivity, and account issues.
  • Administer Microsoft 365: Exchange Online, Teams, SharePoint, OneDrive, and user access.
  • Manage Active Directory accounts, password resets, permissions, and group memberships.
  • Support Windows 10 and 11 desktop and laptop environments.
  • Troubleshoot Android/iOS devices, email configuration, and connectivity.
  • Asset management, device deployment, onboarding, workstation setup, and documentation.

Key Achievements

  • Supported more than 300 staff and users.
  • Resolved technical requests across Microsoft 365, Active Directory, Windows, and mobile platforms.
  • Helped maintain reliable Microsoft 365 and Active Directory environments.
  • Contributed to efficient service delivery through ticket management and remote support.

Certifications

Certifications & credentials

Microsoft 365 Fundamentals (MS-900)

Microsoft Azure Fundamentals (AZ-900)

CompTIA A+

CompTIA Network+

ITIL 4 Foundation

Google IT Support Professional Certificate

Projects & Case Studies

Practical, real-world experience

Microsoft 365 User Support & Administration

Challenge
Staff needed reliable access to email, Teams, SharePoint, and OneDrive across multiple campuses.
Actions
Managed accounts, licences, MFA, and permissions; resolved sign-in and mailbox issues; supported Teams and SharePoint requests.
Tech
Microsoft 365 Admin, Entra ID, Exchange Online, Teams, SharePoint
Outcome
Smooth, secure access to collaboration tools and reduced repeat tickets.

Service Desk Ticket Management

Challenge
Incoming requests needed to be logged, prioritised and resolved without losing visibility.
Actions
Triaged tickets by impact and urgency, kept users informed, documented resolutions, escalated when needed.
Tech
Ticketing System, ITIL Practices, Knowledge Base
Outcome
Faster response times and accurate records supporting reporting and SLAs.

Device Deployment & Asset Management

Challenge
New staff onboarding required ready-to-use, well-tracked devices.
Actions
Imaged and configured laptops/desktops, joined devices to AD, installed required software, tracked assets in the register.
Tech
Windows 10/11, Active Directory, Asset Register
Outcome
Audit-ready inventory and consistent onboarding experience.

Active Directory User Management

Challenge
Accounts, permissions and group memberships needed to stay accurate as staff changed roles.
Actions
Provisioned and disabled accounts, reset passwords, managed groups and access control, audited memberships.
Tech
Active Directory, Group Policy Basics, Entra ID
Outcome
Cleaner identity environment with appropriate access for each user.

End User Troubleshooting & Customer Support

Challenge
Users with mixed technical knowledge needed clear, patient support.
Actions
Diagnosed hardware, software, printing and connectivity issues over phone, remote, and in person; explained fixes in plain language.
Tech
Remote Support Tools, Windows, Microsoft 365, Printers
Outcome
Confident users, fewer recurring issues, strong service experience.

Roles I Am Targeting

Where I can add value

IT Support Technician

Direct fit — Level 1/2 support across Microsoft 365, Windows and devices.

Service Desk Officer

Ticket triage, incident and request handling, clear user communication.

ICT Support Officer

Multi-campus ICT support, end-user assistance and documentation.

Desktop Support Technician

Windows 10/11, hardware, software, peripherals and remote assistance.

Junior Systems Administrator

Active Directory, Entra ID, user lifecycle and Microsoft 365 administration.

Technical Support Analyst

Troubleshooting, root-cause analysis, and ITIL-aligned service delivery.

Why Employers Hire Me

What I bring to your team

Customer Focused

Clear communication with technical and non-technical users.

Practical Problem Solver

Troubleshooting across Microsoft 365, Windows, devices, accounts and connectivity.

Reliable Support

Focused on timely response, accurate documentation and professional follow-up.

Microsoft 365 Experience

Hands-on across Outlook, Teams, SharePoint, OneDrive, Exchange Online, and user access.

Service Desk Mindset

Comfortable managing tickets, prioritising requests, and escalating when needed.

Continuous Learner

Committed to certifications, hands-on practice, and new technologies.

Resume

Download my resume

Dipa Khadka — Resume

View or download a copy of my resume for IT Support, Service Desk, ICT Support, Desktop Support, and Junior Systems Administration opportunities.

View Resume Download Resume

Contact

Get in touch

Location

Merrylands NSW — Open to Relocation Australia-Wide

Email

dipakhadka735@gmail.com

LinkedIn

linkedin.com/in/dipa-khadka-47a7382b9

Availability

Open to Full-Time IT Opportunities

Email Me Connect on LinkedIn

Looking for an IT Support, Service Desk, or Junior Systems Administration professional?

Let's connect.

View LinkedIn Contact Me