Sujan Shrestha
West Jordan,UT
Summary
Competent IT Support Specialist keen to help clients maximize productivity by supporting exceptional uptimes and consistent performance. Tirelessly tracks and resolves submitted tickets. Positively influences technical operations by combining preventive maintenance with rapid response times.
Overview
6
6
years of professional experience
Work History
IT Support Specialist
Orion IT
09.2019 - Current
- Provide day-to-day IT support for end users with workstations setup, user and mailbox management
- Manage Active Directory users and Exchange mailbox and support end users Outlook concerns
- Support users with network, internet and VPN related issues as needed
- Executed basic Office 365 management tasks including Exchange online, OneDrive and Teams
- Document problems including detection information, diagonistic results and repair information using the ticketing system
- Resolve and close clients technical issues in timely manner with the right resolution and highest customer satisfaction.
IT Helpdesk Specialist
Delta Global IT
05.2018 - 08.2019
- Provided remote assistance to clients using remote support tools like Microsoft Teams, Quick Assist and TeamViewer
- Communicate with user to ensure requests/issues were resolved, and users are satisfied with the resolution, initiating and following up on any additional required action
- Handled incoming communication via phone, e-mail and Teams live chat
- Provided application support to users of Microsoft Office 365 suite applications
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks
- Basic management of Active Directory and Exchange administration tasks
- Provided end user support for both Windows and Mac environments
- Managed PC setup and deployment using standard hardware, images and software
- Assisted end users with basic network connectivity issues such as Network Drive mapping, VPN and internet
- Escalated issues and assign inquiries to management and/or application teams as appropriate, documenting user information and description of problem
Education
Bachelor of Arts - Strategic Studies, Sociology/Anthropology
Nepalese Military Academy (Affil: Tribhuvan Uni.)
Nepal01-2009
Skills
- Experienced in managing Active Directory user accounts, Groups and Group Policies
- Experienced Managing DHCP Server in Active Directory
- Proficient in network protoclos such as TCP/IP, Subnetting and DNS
- Support clients using remote support tools such as TeamViewer, Quick Assist, Remote Desktop connection
- Basic router configuration and management experience (Cisco, Arista, Sonicwall)
- Familiarity with organizational ticketing system such as Freshdesk and ServiceNow
- Experienced in PC Imaging using Windows Deployment Services (WDS) and Windows Autopilot
- Exposure to Microsoft 365, Microsoft Azure and cloud computing (Windows 365)
Professional Certifications
- CompTIA Network+
- Microsoft 365 Fundamentals (MS-900)
- Microsoft Azure Fundamentals (AZ-900)
Timeline
IT Support Specialist
Orion IT
09.2019 - Current
IT Helpdesk Specialist
Delta Global IT
05.2018 - 08.2019
Bachelor of Arts - Strategic Studies, Sociology/Anthropology
Nepalese Military Academy (Affil: Tribhuvan Uni.)
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