Sharon Thomas

Austin, TX, 617-***-****

ad3lvk@r.postjobfree.com

https://www.linkedin.com/in/28061994/

OBJECTIVE

I am seeking a position as a Technical Support Engineer where I can use my technical and customer service skills to help your organization.

EXPERIENCE

Clean Harbors, Boston, MA - Help Desk Technician March 2022 – September 2023

Provide Tier I and Tier II technical support wide range of technical issues.

Supporting Office 365 products and managing accounts in Active Directory.

Solving and handling issues through calls and ServiceNow ticketing systems.

Experience in working with different versions of Windows OS, Linux, and Mac.

Troubleshooting Outlook, Teams, Cisco Jabber, One drive, VPN and Wi-Fi issues through remote desktop support tools such as Dameware remote control and Zoho.

Install and troubleshoot issues related to printers and scanners.

Manages iOS devices via the SOTI management tool for new hires and existing employees.

Assisted employees in setting up the MFA application through Microsoft Azure.

Provided tech support for two major acquisitions in the company.

Troubleshoot issues related to laptops, iPads, iPhones, and peripheral devices.

Created IT documentation and knowledge base articles to improve team performance. Poornam Infovision, India - Technical Support Engineer March 2019 - November 2020

Provided support for client requests by troubleshooting network-related issues.

Troubleshoot and resolve DNS, email, and website related issues.

Experience in Windows and Linux server administration.

Handle website monitoring, website migration, Backup, and Restoration.

Worked on SSL, FTP connections, IIS, Active Directory and RDP.

Worked on WordPress, DNN, cPanel, WHM, and Plesk. AIMS College, India - Computer Lab Instructor August 2018 – November 2018

Support and assist students in the computer lab. SKILLS

Knowledge of network protocols.

Familiar with Powershell and Python.

Knowledge of TCP/IP networking including subnetting, DHCP, and DNS.

RedHat (Certification Id-190-000-331) and cPanel certifications.

Strong Customer service and problem-solving skills.

Strong knowledge of Azure Active Directory and On-prem Active Directory.

Quickly understand and learn new technologies.

EDUCATION

Mar Baselious College of Engineering and Technology, Kerala, India - Bachelor of Technology August 2012 - May 2016

Rajiv Gandhi Institute of Technology, Kerala, India Master of Technology August 2016 - May 2018

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