Tharendra Shrestha

Phone: 562-***-**** ad0w2w@r.postjobfree.com

Ontario CA 91761

IT Support Specialist Desktop Support Technician End User Support Service Desk Remote Support Field Technical Support

Certified IT professional (MCP, MCSA) with a BA in Business Administration. 6+ years' expertise in Dell, HP, Lenovo, MAC, desktop support, Office 365, Windows Servers, and networking. Proficient in software/hardware repair, detail-oriented troubleshooting. Adept at problem-solving under pressure, individually or collaboratively. Consistently prioritizes efficient, cost-effective task completion. Committed to continuous learning and reliable performance.

PROFESSIONAL EXPERIENCE

Oportun Jan 2022 – Till Date

IT Support Specialist

Configured, installed, and maintained desktop software and hardware for IT users, encompassing Windows, Mac, and MS Office products.

Processed incident and request tickets, addressing computer issues, software setups, VPN and network installations, domain account access, and network drive/printer mappings.

Assisted in troubleshooting and resolving technical problems for Windows/Mac, iPhone, iPad, and desktop applications via phone, remote, and onsite support.

Supported multiple clients with Active Directory, Exchange, and Network administration, as well as software and hardware technical assistance.

Utilized Kaseya SAML remote control tools to diagnose and resolve issues.

Deployed new systems using MDM and Provisioning Tools, including Mac and Windows PCs through JAMF and autopilot tools, assigning YubiKey for admin access.

Monitored network status via VeloCloud, troubleshooting WAN interface, DNS, DHCP, bandwidth, VLAN setups, and SD-WAN.

Proactively monitored and escalated network alerts and ticket queues, ensuring timely responses.

Collaborated on both individual and team projects.

Demonstrated advanced proficiency in Windows/Mac OS, exhibiting strong expertise in Wi-Fi and VPN network connectivity.

Documented incident details and request information in the ticket system (Service-Now) after receiving calls, chats, and emails from end users.

Provided technical support for clients using various videoconferencing technologies, primarily Zoom.

Efficiently managed individual queue, prioritizing tasks to meet SLAs.

Heraeus Aug 2019- Dec 2021

Desktop Support Analyst

Provided comprehensive support to multiple clients for Active Directory, Exchange, and basic Network administration, encompassing software and hardware technical assistance.

Installed, diagnosed, repaired, maintained, and upgraded equipment, ensuring optimal performance across various technologies.

Offered technical assistance in person, via phone, and remote channels for Windows-based endpoints, Tablets & Smartphones (iOS & Android), and Microsoft Office applications.

Assisted in maintaining technical and procedural documentation for desktop hardware and software.

Troubleshot and resolved issues related to Active Directory, Group Policy Objects (GPO), and password/identity management systems.

Executed laptop and desktop imaging using Matrix42 software and COE management's Push software, ensuring standardized configurations.

Performed basic troubleshooting for Sample Manager and PMC server.

Configured and networked HP, DELL, and ZEBRA Label printers, as well as scales and handheld devices.

Demonstrated expertise in Active Directory, Exchange, Fileservers, and Office 365 cloud administration support.

Provided technical support in diverse conference rooms, atriums, and meeting halls.

Resolved A/V and Videoconference equipment issues, facilitating Laptop and PC connectivity to the network.

Set up Audiovisual Equipment including LCD projectors, TVs, video monitors, and cameras.

Established functional conference rooms utilizing Creston Flex B series, Yealink MVC 800, and Logitech Smart Dock Microsoft Teams room devices.

Configured audio code VoIP Phone Skype/Teams, Polycom Trio, and Yealink CP 960 conference phones.

Worldwide Tech Services Jan 2017 – Sep 2019

Field Technical Support

Provided comprehensive hardware, software, and computer-related support to multiple customers.

Ensured high-level customer satisfaction by understanding and addressing customer requirements.

Demonstrated a strong commitment to meeting service level agreements and ensuring customer satisfaction.

Proficiently completed administrative tasks and real-time reporting.

Troubleshot printer issues and performed hardware replacements, including Print Heads, Fuser Units, Rollers, Toner or Ink Cartridges, Sensors, Power Supply, Network Cards, Memory Modules, and Logic Boards. Additionally, installed firmware via USB and replaced Hard Drives.

Contributed valuable insights about customers' businesses and industry trends to enhance account support plans.

Set up new printers in network and workstations, install and configure printers for both home and office environments.

Implemented backup and restoration procedures.

Custom-assembled desktop computers based on customer requirements.

Conducted regular maintenance for laptops and desktops following scheduled routines.

Generated hard drive images for standalone computers using Norton Ghost.

Proficient in troubleshooting and resolving break-fix issues on HP, Dell, Lenovo laptops, desktops, and printers. Skilled in conducting post-motherboard replacement procedures, including running EPSA diagnostic tools and applying branding via specialized tools.

Efficiently managed multiple tasks within a single day, minimizing frustration and setbacks during extended service calls.

Demonstrated excellent customer service skills and the ability to diagnose issues based on non-technical customer descriptions.

Maintained knowledge of safety policies and guidelines.

Adhered to established policies and guidelines for service delivery.

Excelled in asset and inventory control.

CERTIFICATIONS AND TRAINING:

•Microsoft Certified Professional - Microsoft

•MCSA: Office 365 - Certified 2017 - Microsoft

•CCNA – Cisco

Dell EMC Service Basics (Cert ID: 3237)

DCSE 1000 Client Q3 Assessment 2017 (Cert ID: 3240)

DCSE 1000 Client Foundations 2017 (Cert ID: 3236)

DCSE 2000 Client 2016 (Cert ID: 3211)

Tech Basics (RWSW 1000)

Lenovo Service (RWSW200)

Think Station P720 (RTSW1050)

Lenovo Resources (RWSW202)

Solution Awareness Training for Field Service Technicians Rev A

HP PC Hardware Diagnostics UEFI – WBT

Servicing HP Desktops, Workstations, and Notebooks for Service Technicians

ACADEMICS:

Bachelor of B.A., Business Minor in Sociology

Tribhuvan university Kathmandu, Nepal.

Contact this candidate