Annu Shrestha
Miami,FL
Summary
Successful at completing new installations, updates and configuration of network components. Experienced in setting up devices, troubleshooting issues and optimizing settings. Strong communication and troubleshooting skills.
Overview
6
6
years of professional experience
Work History
Online Support Associate
Florida International University
05.2023 - 04.2024
- Played active role in testing and implementing new LMS tools, providing valuable insights to enhance efficiency and user experience
- Ensured efficient resolution of escalated issues requiring specialized knowledge or access by documenting and routing them to appropriate team or individual
- Setup and maintained technology equipment for faculty and staff, ensuring optimal functionality and user satisfaction
- Utilized help desk ticketing system Salesforce to manage and prioritize average of 50 user inquiries daily regarding accounts and technical issues
Network Analyst
CloudFactory Nepal
06.2020 - 06.2022
- Administered and prepared programs for over 500 IP addresses, ensuring efficient allocation and management.
- Developed network resources and trained support personnel, enhancing Tier I support capabilities for end users.
- Monitored network performance and uptime, achieving 99.9% uptime and promptly responding to over 50 incidents monthly.
- Implemented effective backup strategies, safeguarding over 10 TB of data and ensuring 100% data integrity during system failures or disasters.
- Troubleshot and maintained networking devices and infrastructure across enterprise, managing 100+ devices and ensuring seamless operations.
IT Support Representative
WorldLink Communications Nepal
02.2018 - 12.2019
- Provided technical support to over 500 customers, resolving connectivity issues, hardware malfunctions, and software errors with a 90% resolution rate.
- Installed and configured network equipment, including routers, modems, and switches, for 50 residential and 20 SME clients, boosting network performance and reliability by 30% on average.
- Documented 50 technical issues and solutions weekly to maintain accurate records and facilitate knowledge sharing among 10 team members, enhancing operational efficiency and elevating customer service standards.
Education
Master of Science - Telecommunications And Networking
Florida International University
Miami, United States04.2024
Skills
- Network Troubleshooting
- Network protocols
- System monitoring
- Network Security
- VPN Configuration
- Firewall Administration
- Software Installation
- Cybersecurity awareness
- Server maintenance
- ITIL Knowledge
- Virtualization Technologies
- Network configuration
Timeline
Online Support Associate
Florida International University
05.2023 - 04.2024
Network Analyst
CloudFactory Nepal
06.2020 - 06.2022
IT Support Representative
WorldLink Communications Nepal
02.2018 - 12.2019
Master of Science - Telecommunications And Networking
Florida International University