Available for opportunities

Susal Rajbhandari

Network Security Specialist & IT Professional

Master's in Information Technology with expertise in network security, smart home systems, and product documentation. Passionate about building secure, sustainable technology solutions.

About

Location

Kathmandu, Nepal

Phone

9818390590

Email

susal.rajbhandari1995@gmail.com

Professional Experience

Business & Product Associate

Techtonne Solution, Kathmandu

December 2024 - Present
  • •Created and managed a centralized product knowledge repository to keep feature details and functionality consistent and accessible for all teams
  • •Maintained detailed records of feature evolution, decisions, and updates, increasing visibility and minimizing redundant efforts across engineering, product, QA, and compliance
  • •Strengthened cross-functional alignment by introducing standardized documentation formats and clear workflows, helping teams collaborate more effectively
  • •Contributed to product roadmap discussions by organizing feature data, dependencies, and historical context to support informed prioritization
  • •Improved onboarding efficiency for new team members through well-structured product documentation, user guides, and system overviews
  • •Supported compliance and audit activities by ensuring product changes, approvals, and requirements were clearly documented and traceable
  • •Worked closely with product managers, engineers, designers, and compliance partners to ensure documentation accuracy and consistent adoption

Customer Support Officer (TECH)

Techtonne Solution, Kathmandu

April 2024 - November 2024
  • •Provided technical support and guidance to clients, ensuring timely resolution of issues and queries
  • •Developed and maintained comprehensive documentation on common issues and resolutions to enhance knowledge sharing within the team
  • •Prepared software user manual and provided training to clients
  • •Monitored and analyzed application performance and worked closely with the development team to suggest improvements or modifications to enhance stability and functionality
  • •Conducted thorough testing of applications to identify potential issues before release
  • •Provided feedback to the development team on recurring issues or patterns identified during support activities to inform future product enhancements
  • •Followed through on promises and commitments, ensuring that clients received timely updates and resolutions

Guest Service Agent (GSA)

APX Hotels and Apartments, World Square, Sydney

January 2023 - September 2023
  • •Served as the first point of contact for guests and the public, providing a high level of Service Excellence
  • •Allocated rooms to all arriving guests
  • •Greeted guests and responded to queries professionally
  • •Addressed and escalated guest complaints and concerns in an efficient and timely manner
  • •Maintained guest room key storage and supervised access to safe deposit boxes

Admin/Call Center

Crossmark Asia Pacific Holdings LTD, St Leonards, Sydney

October 2022 - January 2023
  • •Handled customer inquiries both over the phone and by email
  • •Entered new customer information into system
  • •Processed orders, forms and applications
  • •Documented all call information according to standard operating procedures
  • •Followed up customer calls where necessary
  • •Provided customers with product and service information
  • •Managed and resolved customer complaints
  • •Produced call reports

Graduate Intern - Professional Internship Program

AZ Invest, Rhodes, Sydney

BSBIND201 Work effectively in a business environment

March 2020 - June 2020
  • •Engaged in a work integrated learning experience
  • •Established workplace relationships and habits
  • •Participated in business meetings and teamwork
  • •Built professional workplace communication skills

Manager

STAX ON Canterbury, Sydney

February 2022 - October 2022
  • •Provided data analytics of sales, distributors, and partners to relevant management teams
  • •Supported customer-facing operations, including sales, marketing, and public relations
  • •Worked with team leader to develop long-term strategic initiatives
  • •Supervised employee productivity and provided internal processes for improved efficiency while adhering to legal guidelines
  • •Created staff rosters based on employee flexibility
  • •Managed employee activities, providing suitable resources

Team Leader

STAX ON Canterbury, Sydney

April 2018 - February 2022
  • •Led a team of 5 employees during shifts and managed all day-to-day activities including customer service, assisting customers with queries, and providing support and guidance as required
  • •Conducted stock takes on daily and weekly basis, restocking products on FIFO basis and accepting deliveries from different stakeholders
  • •Performed reconciliation of cash register at beginning and end of shifts as required

Cleaner Coordinator - Casual

Specialist AAA PTY LTD, Mascot, Sydney

June 2018 - July 2019
  • •Coordinated a team of 10 people during shifts
  • •Operated power equipment such as pile brush vacuum for carpet cleaning
  • •Ensured all cleaning procedures were completed as required, providing excellent customer service
  • •Demonstrated self-discipline, strong work ethic, and organizational skills
  • •Maintained knowledge of different maintenance equipment and tools

Academic Projects

The SMART Home Control Panel

Charles Sturt University, Sydney, Australia

Built a simple and easy-to-use design interface for smart home control panel targeting middle-income homeowners for both new and existing homes using Balsamiq Mock-ups 3.

The individual project allows users to control home access, lighting, Wi-Fi, electronic locks, air conditioning, surveillance, and media through web browsers on smart PC/Tablet. The control panel enables users to add additional smart devices as required. Achieved Credit grade through peer review process and iterative improvement.

UI/UX DesignBalsamiq Mock-upsSmart Home IoTWeb Interface

Iris Recognition Security System

Master's Thesis Project

Thesis: Implementation of Iris Recognition using Gabor wavelet for verification and security purpose

Dissertation: Emerging Technology and Innovation - Research focused on biometric authentication systems and advanced security implementations using cutting-edge recognition technology.

Biometric SecurityGabor WaveletIris RecognitionResearch

Education

Master of Information Technology

Charles Sturt University, Sydney, Australia

February 2018 - December 2019

GPA: 4.92

Major: Network Security

Professional Development: Completed in Network Security

Dissertation: Emerging Technology and Innovation

Thesis: Implementation of Iris Recognition using Gabor wavelet for verification and security purpose

Bachelor in B.Sc. IT

Softwarica College of IT and E-Commerce, Dillibazaar, Kathmandu, Nepal

2014 - 2017

High School / +2 Level

National School of Science, Lainchour, Kathmandu, Nepal

2011 - 2013

Skills & Strengths

Professional Skills

Product Documentation & Knowledge ManagementExpert
Cross-Functional CollaborationAdvanced
Network SecurityAdvanced
Roadmap Planning & PrioritizationProficient
Compliance & Audit ReadinessProficient

Core Competencies

Clear CommunicationCustomer CareConflict ResolutionTeamworkTime ManagementResult OrientedQuick LearnerUp-selling

Languages

EnglishFluent
NepaliNative
HindiFluent

Strong written and verbal communication skills in all languages

Key Strengths

  • •Responsible, consistent and hardworking with keen interest to continue learning and developing skills
  • •High level of verbal and written communication skills, capable in preparing and undertaking public speaking assignments and presentations
  • •Excellent time management skills, work within deadlines and able to function effectively under pressure
  • •Foster best practice and effective performance by staff in an environment which encourages learning and development
  • •Demonstrate excellence in customer service always