Desktop Support Tech, Help Desk Support, End User Support, IT Support
Resume:
Madhu Thapa
Alhambra CA, *****
ad5tzj@r.postjobfree.com
TECHNICAL SKILLS AND CORE STRENGTHS
• Operating System: Windows, MAC
• Network Management: TCP/IP, Subnet and IP Calculation
• Cloud Computing: Azure, Google Cloud
• Security: Firewall, Antivirus, VPN
• Others: Microsoft Office, RDP, VMware
• Strong analytical and problem-solving skills with an ability to translate business requirements into technical solutions.
• Effective communication and interpersonal skills, fostering teamwork and collaboration with colleagues and stakeholders.
• Proactive and adaptable with excellent time management and work ethic, capable of performing shift work in a 24/7 environment.
• Demonstrated leadership and empathy, committed to continuous learning and process improvement.
EDUCATION & CREDENTIALS
• Undergraduate degree in Computer Science, Tribhuvan University, Nepal 2006
• CompTIA A + 2018
• Microsoft Certified Professional (MCP) 2018
• Microsoft Certified Solution Associate (MCSA) 2018
• Dell Certifications:
• Dell 1000 Client Foundation 2017 (Auth ID: 3236) May 2019
• Dell EMC service Call Basics 2017 (Auth ID: 3237) May 2019
• Dell 2000 Client 2018 (Auth ID: 3245) May 2019
• Dell 2000 Client Q2 Assessment 2018 (Auth ID: 3249) May 2019
• Dell 2000 Client Q4 Assessment 2018 (Auth ID: 3254) May 2019
• Dell 1000 Client Q2 Foundations 2019 (Auth ID: 3245) May 2019 Helpdesk Support Engineer
CNAT IT Los Angeles CA, 01/2023- Present
• Resolved technical issues, swiftly and accurately using ticketing software (Service Now), ensuring minimal disruption to operations.
• Troubleshoot hardware problems (Printer/Desktop/Network); support requests remotely
(LogMeIn) and at the internal customer’s workplace.
• Assist users via telephone in a call center environment using Avaya softphone, Email, and chat using Teams.
• Administered and supported VPN clients. (Palo Alto Global Project, Fortinet)
• Manage user security in Active Directory- Adding, disabling, and changing.
• Onboard new users into the network system.
• Image Devices (Laptop/Desktop) Dell Using SCCM
• Consistently praised for communicating effectively with both technical and non-technical users.
• Known for Excellent problem-solving skills and patience in dealing with frustrated users.
• Provided remote user support in different locations, resolving issues through phone calls and emails.
Users Support Engineer
Delta Global IT Artesia CA, 07/2021-12/2022
• Deploy Windows 10 laptops and desktops to multiple customer sites.
• Diagnose Software and hardware errors and compatibility issues to provide post- deployment support as needed.
• Basic network connectivity support (Internet, Intranet, Network Drivers, and VPN)
• Hardware maintenance support (Dell, Lenovo HP)
• Respond to questions and concerns about service and escalate calls appropriately.
• Manage the company’s network infrastructure, including routers and servers, ensuring optimal performance.
• Troubleshoot software and hardware issues on Windows 7/Windows 10 onsite.
• Office 365 basic Administration (Outlook, Skype, and OneDrive)
• Basic MAC Support for Outlook, Skype, Network setup/WIFI, and Office 2016 install.
• Install printer via IP address.
• Remote users via Team Viewer, Microsoft Remote Desktop Protocol.
• Track and resolve tickets via Zendesk.
• Installed Cisco AnyConnect VPN client.
PC Support Technician
Pyramid Technology Solutions County of Los Angeles Public Health 10/2019-02/2020
• Image PCs and Laptops via Microsoft SCCM
• Set up and deploy PCs to end users for various locations (Hospitals Schools etc.)
• Perform asset management.
Field Service Engineer
Lehigh Technical Service HCL EXPERIAN Costa Mesa CA, 04/2019- 08/2019
• Set up and deploy PCs end users.
• Image PCs via Microsoft SCCM.
• Encrypt PCs with McAfee Drive Encryption.
• Install Microsoft Office 365 on Windows 7 Windows 10.
• Install copiers from print servers.
• Perform data migration via User State Migration tool, Dell Migration tool, and manual.
• Install the Cisco AnyConnect VPN client.
• Install applications for users from the Software Center and network share.
• Unlock account and reset passwords from Microsoft Active Directory.
• Tract tickets via Service now.
• Perform asset management using Microsoft Excel.
Desktop Support Specialist
Kforce Inc Keck Hospital of USC CA, 01/2019-03/2019
• Moved 180 plus workstations from USC Los Angeles to Alhambra’s new location.
• Disconnect complete workstations (e.g., PCs, Monitors, Printers, Keyboards, etc.) and reconnect at a second location.
Desktop Support Technician
Gigabyte Computer Support San Gabriel CA, 09/2018-12/2018
• Troubleshoot software and hardware issues on Windows 7 and Windows 10
• Install and troubleshoot Microsoft Office 2016 (Outlook and Skype)
• Install Server on the server rack in the data center.
• Assist residential clients with the installation of wireless routers. Reference will be provided upon request.
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