Chetan Pokhrel
Columbus,OH
Summary
Dedicated IT professional with hands-on experience in technical support, network troubleshooting, and customer service. Skilled in problem-solving and system maintenance to optimize user satisfaction and operational stability. Looking to expand expertise in IT administration, user support, and network management roles. Fluent in Nepali, and Hindi.
Overview
2
2
years of professional experience
Work History
IT Support Specialist
Amazon Web Services (AWS)
12.2023 - 05.2024
- Resolved over 50 high-severity AWS server tickets weekly, achieving a 98% server uptime rate and enhancing user satisfaction through consistent issue resolution.
- Conducted proactive analysis on recurring issues, implementing process improvements that reduced ticket volume by 15% and minimized user disruptions.
- Performed remote troubleshooting and configured network security protocols, safeguarding system integrity and maintaining network reliability.
- Conducted in depth diagnostics and troubleshooting to resolve technical issues, ensuring high server performance and minimal downtime for critical operations across multiple systems.
- Collaborated with IT and cross-functional teams to maintain scalable server environments and ensure compliance with security policies, documenting SOPs to improve team efficiency.
Customer Support Specialist Internship
LK Grocery
05.2022 - 11.2023
- Provided technical support to customers, resolving up to 50 issues daily using remote troubleshooting techniques and ticketing systems (Zendesk, ServiceNow).
- Maintained IT infrastructure by performing software updates and troubleshooting, resulting in a 30% reduction in downtime and increased system reliability.
- Created a customer-facing website, enhancing online engagement and boosting satisfaction by 15%.
- Assisted in implementing a digital order processing system, achieving 100% order accuracy and high customer satisfaction scores.
Education
Computer Science
Columbus State Community College
05-2025
Skills
- Comptia A Certified
- Network Troubleshooting
- Active Directory / Azure AD Administration
- Helpdesk & IT Support
- Linux & Windows OS Troubleshooting
- DHCP & Port Security Configuration
- Cloud Management (AWS, M365)
- Security Management & Network Configuration
Volunteer IT Consultant
Bhutanese Community of Columbus
- Managed website and social media updates to enhance community outreach.
- Provided IT support during events, ensuring smooth operations through technical setup and troubleshooting.
Timeline
IT Support Specialist
Amazon Web Services (AWS)
12.2023 - 05.2024
Customer Support Specialist Internship
LK Grocery
05.2022 - 11.2023
Computer Science
Columbus State Community College
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