DKDipa Khadka
Available for IT Support & Service Desk roles

Keeping People Connected, Supported, and Productive Through Technology

✅ACS Skills Assessed | 485 Visa | Full Work Rights Until October 2027 | Open to 482 Sponsorship Pathways

Dipa Khadka

System Administrator  |  IT Support  |  Service Desk

System Administrator with experience managing IT infrastructure, identity and access, and Microsoft 365 environments across multi-campus education settings. Skilled in service desk operations, endpoint monitoring, incident management, and user support for 300+ users.

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

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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

System Administrator with experience managing IT infrastructure and user access within a multi-campus higher education environment. Experienced in Identity and Access Management (IAM), providing technical administration for student portals, Student Management Systems, and Microsoft 365 environments for 300+ users. Proficient in remote monitoring via N-able RMM and structured incident management through Jira Service Management. Skilled in endpoint deployment, network connectivity support, and technical documentation. ACS Skills Assessed with full work rights until October 2027.

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 – 2026

    System Administrator

    Administered IT infrastructure, identity and access management, Microsoft 365, student portals, and service desk operations across multi-campus environments.

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
  • VMware (Foundational Knowledge – Virtual Machine Concepts & Snapshots)

Networking

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

ITSM & Monitoring Tools

  • N-able RMM (Endpoint Monitoring & Remote Management)
  • Jira Service Management (Incident & SLA Tracking)

Experience

Professional experience

System Administrator

TKL College & NAPS College · Sydney NSW

2024 – 2026

Responsibilities

  • Acted as the primary administrator for the College Student Portal and Student Management Systems, ensuring reliable access for 300+ students and staff.
  • Managed user lifecycles within Active Directory and Microsoft 365, including account provisioning, permissions, and credential security.
  • Utilised N-able RMM to monitor campus endpoint health and perform proactive maintenance across multi-site environments.
  • Managed the Jira ticket queue, resolving Level 1 and Level 2 issues related to application access, connectivity, and hardware.
  • Troubleshot client-side networking issues including Wi-Fi authentication, DHCP conflicts, DNS resolution, and VPN connectivity.
  • Managed the imaging and deployment of new workstations, ensuring all devices were domain-joined and configured correctly.
  • Developed user-facing self-service guides for the student portal and MFA setup, reducing repeat support requests.

Key Achievements

  • Administered IT infrastructure and identity management for 300+ users across multiple campuses.
  • Maintained reliable access to student portals and Microsoft 365 environments through proactive monitoring and structured incident management.
  • Contributed to improved service efficiency through knowledge base documentation and self-service user guides.

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

Professional Development

Continuous Learning

I am committed to continuous professional development and continuously expanding my technical knowledge to stay current with industry technologies and best practices.

Currently Learning

Cisco CCNA Networking ConceptsFortinet Security FundamentalsRouting and SwitchingVLANs and Network SegmentationTCP/IP, DNS and DHCPFirewall Policies and Security ConceptsVPN FundamentalsNetwork Troubleshooting and Diagnostics

Actively developing networking and cybersecurity skills through study of Cisco CCNA and Fortinet security concepts, with a focus on network administration, troubleshooting, infrastructure support, and security best practices.

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.

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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

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

Let's connect.

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