UTSAV KHATIWADA
UTSAV KHATIWADA
UTSAV KHATIWADA
IT Service Desk Engineer carrying the majority of a healthcare MSP service desk, close to 50 tickets a week across hardware, software, network and identity for 230+ clinical and corporate staff. I build the systems as well as support them: a multi tenant point of sale platform running in production for my family's shop in Nepal, the homelab that hosts it, an independent watchdog that monitors it, and a local AI server. Bachelor of IT (Network & System Computing), Victoria University. ACS Professional Year in ICT.
3+ years in IT, currently at Interfuse Technologies, Sydney, primary assignee on 7 in 10 tickets across 4 healthcare clients, 460+ endpoints and 230+ staff
L1/L2 support for four healthcare clients, aged care, two radiology groups and a diagnostic practice, real patient facing systems where downtime actually matters.
- Most tickets land on my desk first, close to 50 a week across 230+ staff and 460+ endpoints
- Got tired of solving the same problem twice, so I built the client knowledge base from scratch. 67 entries and counting
- Keeping a mixed Windows 10 and 11 fleet current, checking upgrade readiness and vendor compatibility device by device
- The one people call when Practice Management, RIS/PACS or dictation software falls over, plus the vendor escalations that come with it
User account management and on/offboarding in Windows Server environments. Group policies, NTFS permissions, security audits. Freshdesk support, Intune device management, Veeam backups.
POS system setup and configuration across outlets, collaborating with IT and Finance on system synchronisation and troubleshooting.