Prabin Thapa

Resolved over 20 technical support tickets daily, ensuring 98% SLA compliance.

Administered Active Directory for user and group management, configuring Group Policies.

Troubleshot Microsoft Office 365 applications, including Exchange, Teams, SharePoint, and OneDrive.

Managed Windows Server tasks such as file shares, DHCP, and DNS administration.

Conducted onboarding and offboarding of users in Active Directory with proper configurations.

Developed documentation for repetitive processes, reducing troubleshooting time by 30%.

Troubleshot LAN/WAN, and DNS issues to guarantee seamless network access.

Escalated cases to Level 2 with comprehensive case notes, clear descriptions of issues, replication steps carried out, and investigating notes with attached screen recordings if necessary.

Achieved 98% user satisfaction based on feedback from post-service surveys.

• Provided technical support to clients via phone, live chat, and email through ticketing system.
• Configured exceptions in Windows Defender firewall and third-party antivirus.
• Assisted in troubleshooting network problems, system issues, and operating system updates.
• Conducted thorough troubleshooting for operating systems, antivirus, Adobe products, Outlook, Word, and Excel.
• Documented issues and created detailed case notes after the issue is resolved, increasing team efficiency by 15%.
• Escalated cases to Level 2 with comprehensive case notes and clear descriptions of issues, replication steps carried out, investigating notes with attached screen recording if necessary.
• Analyzed reliability history and event viewer data to identify root causes of issues.
• Achieved 98% customer satisfaction through effective communication and prompt resolution of issues.