Suraj Dhakal
Sunnyvale,CA
Summary
Skilled IT professional with 9+ years of experience in providing technical assistance and resolving diverse IT challenges. Proficient in managing user accounts, troubleshooting hardware and software issues, and ensuring seamless network connectivity. Specialized in Active Directory and Office 365 administration, with expertise in efficient help desk support. Known for strong problem-solving skills and effective communication, always maintaining a customer-focused approach. Versatile Technical Support Representative offering clients easy-to-understand guidance and actionable advice. Positively impacts customer interactions and engineering efforts for supported products.
Overview
11
11
years of professional experience
1
1
Certification
Work History
IT Support Engineer
Orion IT Support
11.2021 - Current
- Managed Active Directory user and group management to ensure streamlined user access and permissions
- Delivered comprehensive end-user support for computers and applications, promptly addressing and resolving issues
- Operated in high-volume help desk environments, specializing in PC/Laptop support, Office 365 Admin support, and technical troubleshooting for both software and hardware
- Utilized ServiceNow for efficient tracking and resolution of IT service requests
- Administered Active Directory, Exchange server, Office 365 services, G Suite, One Drive, and Teams
- Resolved Mac-specific issues related to software compatibility, network connectivity, and hardware malfunctions
- Employed System Center Configuration Manager (SCCM) for managing software deployments, updates, and configurations
- Provided dedicated end-user support for desktops and laptops from brands like Dell, HP, and others
- Recognized for maintaining efficiency and delivering effective solutions under pressure
- Skilled in Windows 10 imaging, creating, and deploying customized system images for efficient system setup and deployment
- Noted for exceptional communication skills, effectively bridging the gap between technical and non-technical users, and praised for outstanding problem-solving abilities
IT Support Specialist
Delta IT Support
05.2019 - 10.2021
- Conducted daily IT support operations for end users, including user management, workstation setup, and group configurations
- Managed Exchange mailboxes and provided comprehensive support for Outlook-related issues
- Proficiently troubleshot Windows 10/11 problems ensuring seamless system functionality
- Utilized imaging tools and software for standardized PC and laptop image creation and deployment
- Managed VoIP phones, including setup, firmware upgrades, and maintenance for Poly, Yealink, and Audio Codes devices
- Configured and maintained routers (Sonicwall, Cisco), managed switch connectivity, and set up wireless access points
- Utilized Freshdesk ticketing system for efficient online ticket management
System Engineer
Nepal Army
01.2014 - 03.2019
- Diagnosed software errors and compatibility issues to provide post-deployment support as needed
- Supported multiple clients for Active Directory, Exchange, software, and technical support
- Collaborated with IT professionals and departments to meet organizational goals
- Implemented and maintained advanced security measures, including firewalls and intrusion detection systems
- Provided prompt and effective support to end-users, resolving IT issues and minimizing disruptions
- Identified and resolved performance bottlenecks in servers and network infrastructure
- Developed comprehensive documentation for system configurations, procedures, and troubleshooting steps
- Addressed network connectivity issues related to internet, network drives, and VPN
IT Technician
United Nations Peacekeeping Operations
06.2014 - 07.2015
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
Education
Bachelor’s Degree -
Tribhuvan University
01.2011
Skills
- Active Directory & Office 365 Administration
- Windows & Mac OS Troubleshooting
- Help Desk Support
- SCCM & Imaging Tools
- VoIP Phone Systems (Poly, Yealink, Audio Codes)
- Router & Switch Configuration (Sonicwall, Cisco)
- Network Connectivity & VPN
- ServiceNow & Freshdesk Ticketing Systems
- Excellent Communication & Customer Service
- Strong Problem-Solving Skills
- Remote Desktop Support
- Network Troubleshooting
Certification
- CompTIA Network+
- Microsoft Certified Professional (MCP)
- Microsoft Certified Associate (MCA)
- Microsoft Certified Systems Engineer (MCSE) - Redstone IT Academy
- Linux Operations and Administration - San Jose City College, California
Timeline
IT Support Engineer
Orion IT Support
11.2021 - Current
IT Support Specialist
Delta IT Support
05.2019 - 10.2021
IT Technician
United Nations Peacekeeping Operations
06.2014 - 07.2015
System Engineer
Nepal Army
01.2014 - 03.2019
Bachelor’s Degree -
Tribhuvan University
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