Santosh Kunwar
Erie,United States
Summary
Detail-oriented IT Support and Endpoint Administrator with experience in managing enterprise endpoints within Managed Service Provider and field service environments. Currently serving as a Dell Certified IT Field Technician at Barrister Global Services Network, proficient in Microsoft Intune, Entra ID (Azure AD), device management, and troubleshooting Windows systems. Microsoft Certified Endpoint Administrator (MD-102) and CompTIA A+ Core 1 certified, with plans to complete Core 2 by February 2026 and actively pursuing CCNA certification.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Dell Certified IT Field Technician
Barrister Global Services Network, Inc.
United States
01.2026 - Current
- Provide onsite and remote end-user support by completing an average of 5 Dell OEM warranty service work orders per day (25–30 per week), resolving hardware, operating system, and peripheral issues.
- Executed break/fix troubleshooting and hardware replacements on Dell desktops and laptops, including motherboards, RAM, SSD/HDD, and LCD components.
- Executed installation, configuration, and support of enterprise endpoints, docking stations, and peripherals in corporate environments.
- Assist users in restoring system access following hardware replacements or BIOS changes when BitLocker encryption is triggered, ensuring secure device functionality.
- Diagnosed and resolved network connectivity issues utilizing TCP/IP, DNS, and IP configuration protocols.
- Document service activities, diagnostics, and resolutions in work orders, ensuring accurate service tracking and compliance with Dell OEM support standards.
Endpoint / Microsoft 365 Administrator (Part-Time)
Extra Tech MSP Company
Remote
10.2025 - Current
- Provide Tier 1 and Tier 2 onsite and remote IT support for 100+ users across hybrid Windows and Mac environments via phone, email, and ServiceNow ticketing system.
- Monitor, manage, and resolve service tickets in ServiceNow, ensuring accurate documentation and resolution within SLA timelines.
- Administer Microsoft Entra ID and Active Directory, managing user accounts, MFA, license assignment, group membership, and access permissions.
- Administer Microsoft Intune, enrolling and managing endpoint devices, enforcing compliance policies, and deploying applications across enterprise environments.
- Provide remote support using RDP, TeamViewer, AnyDesk, Zoom, and Microsoft Teams, troubleshooting hardware, software, and network issues.
- Troubleshoot Microsoft 365 services, including Exchange Online, Outlook, Teams, SharePoint, OneDrive, and VPN connectivity issues.
- Support Microsoft Teams VoIP services, including user provisioning, device configuration, and troubleshooting call connectivity and voicemail issues.
- Support endpoint provisioning, Windows 10/11 deployment, system configuration, and user onboarding and offboarding processes.
- Troubleshoot printers, network connectivity, and endpoint devices using TCP/IP, DNS, VPN, and remote access tools, restoring system functionality and minimizing downtime.
IT Helpdesk
Khem Enterprise Inc.
United States
02.2025 - Current
- Delivered on-call and on-site IT helpdesk support to ensure uninterrupted daily business operations.
- Troubleshot and resolved LAN, Wi-Fi, and internet connectivity issues for end users and business systems.
- Install, configure, and support 8+ printers, scanners, and POS systems, ensuring reliable device performance in production environments.
- Diagnose and resolve hardware and software issues, including print spooler errors, driver conflicts, peripheral failures, and network printer connectivity issues.
- Assisted with day-to-day operations, working efficiently and productively with all team members.
- Demonstrated respect, friendliness, and willingness to help wherever needed.
Sales Representative / Shift Supervisor
University of Colorado Boulder
Boulder, United States
08.2018 - 01.2024
- Provided frontline operational and technical support in a high-volume retail environment, ensuring smooth daily business operations.
- Supported and troubleshot POS systems, resolving hardware and software issues and coordinating with IT support teams when needed..
- Utilized Microsoft 365 and business systems for documentation, reporting, and operational tracking.
- Generated and analyzed operational reports using Oracle systems to support business and operational decisions.
- Developed strong customer service, troubleshooting, and communication skills while supporting end users and training new staff.
Education
High School Diploma -
Isc. Agriculture
Nepal03-2006
Skills
- Network troubleshooting
- Remote support
- IT asset management
- Endpoint security
- Help desk support
- Desktop support
- VPN configuration
- Wireless networking
- Hardware installation
- IT documentation
- Hardware diagnostics
- Software configuration
- VoIP systems
- Patch management
- Mobile device management
- Active directory
- Ticketing systems
- Virtualization technologies
- Printer maintenance
- Operating systems
- Network configuration
- Incident management
- Software deployment
- Teamwork
- Teamwork and collaboration
- Customer service
- Problem-solving
- Multitasking
- Verbal and written communication
- Remote technical support
- Relationship building
- Professionalism
- Multitasking Abilities
Certification
- Microsoft Certified: Endpoint Administrator Associate (MD-102) Completed
- CompTIA A+ Core 1 (220-1201) Passed
- CompTIA A+ Core 2 (220-1202) Scheduled February 2026
- ITIL 4 Foundation — LinkedIn Learning (Certificate of Completion)
- Cisco Certified Network Associate (CCNA 200-301) In Progress
LAB EXPERIENCE
- ServiceNow Developer Instance Lab
- Created and managed incident tickets using ServiceNow developer for instance.
- Practiced incident lifecycle including incident creation, assignment, resolution, and closure following ITIL workflow.
- Microsoft Intune Lab
- Enrolled devices and configured compliance policies and security baselines.
- Practiced endpoint configuration and device management.
- Active Directory and Windows Server Lab
- Configured Active Directory Domain Services, DNS, DHCP, and Group Policy using Windows Server 2019/2022.
- Networking Lab
- Built network labs using Cisco Packet Tracer and GNS3.
- Configured VLANs, DHCP, NAT, OSPF, ACLs, and DNS.
Timeline
Dell Certified IT Field Technician
Barrister Global Services Network, Inc.
01.2026 - Current
Endpoint / Microsoft 365 Administrator (Part-Time)
Extra Tech MSP Company
10.2025 - Current
IT Helpdesk
Khem Enterprise Inc.
02.2025 - Current
Sales Representative / Shift Supervisor
University of Colorado Boulder
08.2018 - 01.2024
High School Diploma -
Isc. Agriculture