Trilok Lama

Trilok Lama- |-| [LinkedIn](https://www.linkedin.com/in/triloklama07) Professional Summary Detail-oriented IT Professional with a Bachelor’s in Information Technology (Southern Cross University) and hands-on experience in IT support, network administration, and system troubleshooting. Proven expertise in managing Active Directory, resolving DNS/DHCP issues, and deploying Microsoft 365 solutions. Adept at delivering high-quality technical support across diverse environments, with certifications in progress (Professional Year Program). Strong communicator skilled in bridging technical and non-technical stakeholders to optimize IT operations. Technical Skills Programming & Scripting: JavaScript, Java, Python, SQL, HTML/CSS, C++ Operating Systems:Windows Server 2016/2019/2022, Windows 10/11, Linux, macOS Networking & Security:TCP/IP, DNS, DHCP, Firewalls (Config & Troubleshooting), VPN, Cloudflare Tools & Platforms:Microsoft 365 Suite (OneDrive, SharePoint, Teams), Zoho, ServiceNow, Freshdesk, Active Directory, Group Policy, MySQL Certifications:Professional Year Program (Expected Completion: Dec 2024) Professional Experience IT Support Intern | Rashays, NSW (Nov 2023 – Feb 2024) - Resolved 50+ weekly technical issues via ticketing systems (Zoho, Freshdesk), achieving a positive first-contact resolution rate. - Deployed and configured Windows Server 2019 environments, reducing network downtime by providing through proactive DNS/DHCP troubleshooting. - Streamlined user onboarding by automating Active Directory account creation and Group Policy enforcement for 200+ employees. - Migrated 15+ departments to Microsoft 365, resolving cloud-service issues (OneDrive, Teams) and improving collaboration efficiency. IT Support Specialist | Easy Finance and Mortgage, NSW (Feb 2023 – Feb 2024) - Reduced ticket resolution time by diagnosing hardware/software faults and implementing standardized troubleshooting protocols. - Configured and secured network infrastructure (routers, switches, firewalls), enhancing data protection compliance by good margin. - Spearheaded a device deployment project for 50+ endpoints (PCs, printers, mobile devices), ensuring 100% operational readiness. - Trained with staff on Microsoft Office Suite best practices, reducing recurring software-related queries by huge margin. Team Member | Hungry Jack’s, NSW (May 2018 – Oct 2019) - Delivered exceptional customer service in a fast-paced environment, recognized as “Employee of the Month” twice. - Collaborated with 10+ team members to maintain seamless operations during peak hours. Education Bachelor of Information Technology | Southern Cross University, Sydney (Feb 2020 – Dec 2022) - Key Subjects: Cybersecurity, Data Communications & Networks, Web Development - Project: Developed a Java-based game using Greenfoot, achieving god results in class for functionality and design. Professional Year Program | Performance Education, Sydney (Mar 2024 –March 2025) Key Subjects: Australian Workplace Skills, Business Communication, Career Development Projects Game Development Southern Cross University - Built a Java-based game using Greenfoot, incorporating NPC AI and power-up mechanics. Soft Skills - Problem-Solving & Critical Thinking | Cross-Functional Collaboration - Client-Focused Communication | Adaptability in Fast-Paced Environments References: Available upon request