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Customer Service Manager

Fargo, North Dakota, United States
September 15, 2018

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Nilan Tha Shrestha

**** *** *** *** *#*** Fargo, ND 58103 218-***-****


Bachelor of Science in Computer Science

Minnesota State University Moorhead (MSUM), Moorhead, MN, May 2014

GPA 3.75; Dean’s List all semesters (10 times)

Upper Class Scholarship for 3 years (2011-2014)

Microsoft Scholarship for the 2013-2014


Introduction to Computers & Programming I & II, Foundation of Computing, Ethics in Information Age,

Databases, Computer Architecture, Graphical User Interface, C# .Net Programming, Software Engineering, Advanced Concepts in Programming, Networks and Data Communications, Programming Languages, Operating System, Linux Programming, Compiler


InfoNero Inc, Fargo, April 2015-Present

System Analyst

• Responsible with meeting clients SLAs for supported application with prompt availability and immediate responses for incident management, issue resolution and work requests.

• Administered and supported internally customized AOTS Remedy Ticketing systems which runs on UNIX and Windows platforms.

• Performed system related changes like deployments, patch installation, user account maintenance, backup & recovery procedures.

• Supported network administrator with new application installation and testing.

• Investigated and resolved specific application functionality related issues by providing details and first level support.

• Amended scripts for periodic system backups and Cron jobs.

• Initiated and participated in TRIAGE and SWAT processes to address application issues.

• Monitored and Analyzed application server processes, queues and logs.

• Implemented and verified changes as per Change Management plan.

• Performed root cause analysis and problem resolution of system issues involving server, database, Operating system and firmwares.

• Produced technical procedures and documentation for new and existing applications including operations, user guide, etc.

Noridian Healthcare Solutions, Fargo, June 2014-May 2015

Audit Support Specialist

• Accepted Medicare Cost Reports using Health Financial Systems (HFS) cost report software and recorded all the cost reports received from providers in Access Database.

• Recorded payment and collection information for Medicare providers into Healthcare Integrated General Ledger Accounting System (HIGLAS).

• Gathered current and prior year cost reports from network, loaded cost reports into HFS to calculate and print accurate reports for the Auditors.

• Worked on Fiscal Intermediary Standard System (FISS) mainframe system to inquire about beneficiary eligibility, status claim and to answer the providers inquires.

• Issued Final Settlement Letters per direction from management or audit internal guidelines.

• Issued Tentative Settlement Letters.

Information Technology Department, MSUM, August 2013-May 2014

Student Computer Technician

• Logged, Tracked and Managed all incidents, problems and support requests using Kayako Help Desk Software

• Configured, imaged and deployed laptop and desktop computers to faculty, staff and students.

• Performed equipment inventory management using SharePoint.

• Discovered and eliminated problems resulting from installation, user or system malfunctions in computer labs under the guidance of mentor

• Expedited imaging all labs computers using Ghost Software.

Sodexo Inc., MSUM, August 2010-May 2014

Student Manager

• Supported the daily work of professional and student staff

• Developed leadership and managerial skills by supporting work of professional and student staff, ensuring duty completion, training new student staff.

• Displayed ability to follow instructions well and make decisions without supervision

• Developed effective communication skills by working as moderator between staffs and management

• Enhanced customer service skills by providing food service, directing customers to amenities, and answering customers’ questions

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