Julie Shrestha
McKinney,TX
Summary
Experienced with diagnosing and resolving technical issues in timely manner. Utilizes excellent communication skills to understand user needs and provide effective solutions. Knowledge of various IT systems and track record of maintaining high user satisfaction.
Overview
24
24
years of professional experience
Work History
Service Desk Analyst II
SRS Distribution
07.2023 - 03.2025
- Provided Tier 1-2 support across branch locations using ServiceNow, ensuring SLA compliance and accurate documentation of requests and resolutions, while diagnosing and resolving hardware, software, and mobile issues.
- Managed Active Directory (AD) for user authentication, access control, and group policies; administered Azure AD, integrated cloud apps, and enabled SSO for enhanced security.
- Deployed and configured Microsoft Intune Company Portal for MDM, ensuring secure remote access and policy compliance, and worked with MECM for software deployments.
- Implemented Okta for identity management and MFA, and configured VPN services for secure remote access.
- Participated in after-hours On-Call rotation for ongoing support and issue resolution, including imaging new and repurposed desktops and laptops.
Help Desk Support specialist
Statefarm (HCL America)
11.2022 - 07.2023
- Managed and resolved help desk tickets related to system lockouts, permissions, and program errors, escalating unresolved issues as needed
- Utilized CRM Service to track customer interactions, providing timely solutions and ensuring high customer satisfaction
- Processed payments and managed transactions through Necho,SFPP, and SF Billing Systems, ensuring accurate billing and compliance
- Created and managed ServiceNow tickets for service requests, technical issues, and escalations, collaborating with cross-functional teams to ensure timely resolution within SLAs
Help desk support Intern
Kehr Technologies
01.2021 - 03.2021
- Understanding of IT support ticketing systems
- Provided SharePoint and OneDrive file sharing and sync support for clients
- Experience working in a support role for a Managed Service Provider (MSP) Toolsets: ConnectWise, IT Glue, Proofpoint, Microsoft Office 365
Cyber Security Analyst Intern
Cyber Defense Center/Blackswan
07.2020 - 12.2020
- Installed and configured VirtualBox, Kali Linux, Ubuntu and Remnux for malware analysis and testing
- Collaborated with a team of three people to design and implement a sandboxing environment for malware analysis
- Set up and configured pfSense to create a secure firewall for malware analysis systems
- Utilized burp suite to analyze network traffic generated by malware, identifying vulnerabilities and attack patterns
Quality Assurance Agent
Asher Group
02.2014 - 12.2017
- Identified, saved, and reported exceptional calls for use in coaching and development
- Performed regular and recurring assignments in accordance with established procedures and with minimal supervision
Third Party Verification
Voice log LLC
01.2006 - 11.2015
- Monitored calls, evaluating the detailed communication and quality of the service being provided to customers by the agent
- Developed and implemented effective quality monitoring processes, which are linked to continuous improvements and training
Administrative Assistant
Maccaferri Gabions
01.2001 - 12.2005
- Performed various administrative duties that included handling calls, making quotations, creating purchase orders, scheduling meetings, preparing presentations using MS Office tools like Excel, Word, PowerPoint, MS Outlook
- Arranged procurement of required office equipment, like materials from vendors after properly evaluating quotation and quality of product
Education
Bachelor of Science - Cyber Security
Collin College
Frisco, TX03-2026
Skills
- Escalation management
- Ticketing systems
- Customer service
- Teamwork and collaboration
- Technical troubleshooting
- Organizational skills
- Active listening
Timeline
Service Desk Analyst II
SRS Distribution
07.2023 - 03.2025
Help Desk Support specialist
Statefarm (HCL America)
11.2022 - 07.2023
Help desk support Intern
Kehr Technologies
01.2021 - 03.2021
Cyber Security Analyst Intern
Cyber Defense Center/Blackswan
07.2020 - 12.2020
Quality Assurance Agent
Asher Group
02.2014 - 12.2017
Third Party Verification
Voice log LLC
01.2006 - 11.2015
Administrative Assistant
Maccaferri Gabions
01.2001 - 12.2005
Bachelor of Science - Cyber Security
Collin College
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