Rabin Shahi
IT Support Engineer
Email:shahi.rabin@yahoo.co.uk
www.linkedin.com/in/rabin-shahi-643121b4/
Contact:+447535479477
Introduction
Analytical and results-driven IT professional with a strong background in technical support, system management, and cloud computing. Proficient in managing Microsoft Azure, Active Directory, and networking infrastructure, with a proven ability to adapt quickly to new technologies. Skilled in automating processes, optimizing system performance, and delivering exceptional end-user support. Certified in Microsoft Azure Fundamentals and ITIL V3, with a continuous learning mindset and a passion for leveraging technology to drive business success
Core Competencies
- Technical Support: Troubleshooting hardware, software, and network issues.
- Cloud Computing: Microsoft Azure (Virtual Machines, Active Directory, Storage), Microsoft 365 (Exchange Online, SharePoint, Teams).
- System Administration: Windows Server, Active Directory, Group Policy, DNS, VMware, SCCM.
- Networking: Cisco Meraki, routers, switches, firewalls, VLAN, WAN/LAN.
- Automation: PowerShell, Bash scripting for process optimization.
- IT Service Management: Incident management, ticketing systems (ServiceNow, Salesforce), knowledge base development.
Professional Experience
Senior IT Service Desk Analyst, Entain Group, Stratford, London Nov 2013 - Oct 2023
- Led first-line IT support operations, resolving end-user issues via phone, email, and chat, ensuring high customer satisfaction.
- Automated key processes using PowerShell and Bash, improving system efficiency and reducing manual workload.
- Managed IT infrastructure, including Windows Servers, VMware virtualization, and network storage.
- Configured and optimized Cisco Meraki networks, including firewalls, switches, and access points.
- Deployed operating systems using SCCM and maintained robust Active Directory services across multiple domains.
- Documented IT incidents in Salesforce/ServiceNow and developed a comprehensive knowledge base for troubleshooting.
- Administered Microsoft Azure services, including Azure Virtual Machines, Azure Active Directory, and Azure Storage.
- Configured and supported Microsoft 365 services, such as Exchange Online, SharePoint, OneDrive, and Teams.
- Monitored and resolved support tickets within SLAs, ensuring timely and accurate incident resolution.
IT Technician, PC and Laptop Networking LTD, Perivale, London Aug 2010 - Oct 2013
- Troubleshot PCs, laptops, printers, and mobile devices, resolving software and hardware issues.
- Maintained system integrity through regular backups and managed IT projects, including new system builds.
- Supported Windows XP/Vista/7, Office 2003/2007, server configurations, Active Directory, and Exchange services.
- Managed Ethernet and wireless routers, ensuring network reliability and security
Education
- Diploma Business Management, Victoria College of Technology and E-Commerce, London, UK
- Diploma English Language, Victoria College of Technology and E-Commerce, London, UK
- Intermediate in Business Management, Intensive International Academy, Kathmandu, Nepal
Certifications
- ITIL V3 Foundation Certification in IT Service Management (2019)
- Windows 10: Administration Certification (2020)
- Network Engineering Level 3 Certification (2022)
- Microsoft Azure Fundamentals (2023)
Languages
- English (Fluent)
- Nepali (Fluent)
- Hindi (Fluent)
Key Achievements
- Reduced incident resolution time by 20% through automation and process optimization.
- Migrated 100+ users to Microsoft 365, improving collaboration and productivity.
- Developed a detailed knowledge base, reducing recurring incidents by 30%.
- Optimized Cisco Meraki network configurations, enhancing connectivity and security.
Let us Connect!
I am always open to new opportunities and collaborations. Feel free to reach out, I would love to discuss how I can contribute to your teams success!