Summary
Overview
Work History
Education
Skills
Timeline
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Prakash Ghimire

Blacklick,Ohio

Summary

IT Support Analyst with 4 years of proven experience in supporting Corporate users, Distribution center, and Vendors. Excellent reputation for resolving problems and improving customer satisfaction. Eager to contribute to team success through hard work, attention to detail and excellent organizational skills. Motivated to learn, grow and excel in Cyber security.

Overview

3
3
years of professional experience

Work History

IT SUPPORT ANALYST

Ascena Retail
Etna, Ohio
04.2019 - Current
  • Responsible for managing call ques for daily operation support.
  • Answered customer support inquiries via specialized ticket tracking platforms
  • Supported users with software, hardware and network issues
  • Active directory user support
  • Met performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback
  • Managed P1/P2 conference bridge calls
  • Provided support to DC and Corporate users on daily basis
  • Managed I.T Notification process
  • Provided 0365 support to end users
  • Responsible for pushing software to endpoints
  • Responsible for keeping knowledgebase updated
  • Supported users with VMware issues
  • Supported PKMS system for Distribution center
  • Supported users with printer issues
  • Trained new IT support analyst for operation support
  • Responsible for running overnight IT Operations solo.
  • Supported users with Cisco WebEx Meeting, Teams, and Cisco Jabber
  • Experienced with BMC Remedy and Ivanti Ticketing system
  • Created user accounts and managed access control
  • Monitored systems in operation and quickly troubleshot errors
  • Patched software and installed new versions to eliminate security problems and protect data
  • Configured hardware, devices and software to set up work stations for employees
  • Performed troubleshooting of network connectivity for BYOD (Bring Your Own Device) participants, confirming successful connectivity and BYOD policy compliance
  • Managed service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone

Education

Some College (No Degree) - Information Technology

Thomas Nelson Community College
Hampton Virginia

Skills

  • Vulnerability scanning (Nessus)
  • SIEM (Splunk)
  • Network troubleshooting
  • Wireshark packet capture and Analysis
  • Security Onion alert monitoring, threat hunting, and log management
  • Firewall rules
  • Cryptography
  • Network security
  • TCP/IP
  • Defense in Depth techniques
  • Identifying threat actors and attack types
  • Endpoint protection
  • Data protection
  • Malware analysis
  • Risk Analysis
  • Disaster recovery
  • Incident response
  • Cloud security concepts
  • Active directory
  • Helpdesk Support
  • 0365 Suite
  • Customer service
  • Knowledge of IDS,IPS, HIDS,HIPS, and NIPS
  • Knowledge of Risk mitigation techniques, Security Controls, and Basic Digital Forensics
  • Familiar with PKI( Public Key Infrastructure)
  • Familiar with NIST Risk management Frameworks
  • Familiar with MITRE ATT&CK Framework

Timeline

IT SUPPORT ANALYST

Ascena Retail
04.2019 - Current

Some College (No Degree) - Information Technology

Thomas Nelson Community College

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Prakash Ghimire