Technical Support Customer Service

AMSHU SHARMA

Fairfax, VA ***** • 571-***-**** • *******@*****.***

A dedicated, tech-savvy IT professional aspirant with a strong team-oriented approach. Recently graduated with an Associate of Applied Science Degree, majoring in Information Systems Technology with a specialization in Cloud Computing. Experienced in integrating customer service principles with IT to improve user experiences for clients, employees, and administrators. EDUCATION

Northern Virginia Community College – Annandale, VA 12/2023 Associate of Applied Science Degree, Major in IST, specialization in Cloud computing Coursework:

Personal computer hardware and troubleshooting; Window 10/11; Linux / Windows Server 2019; Cloud Computing; Infrastructure and Services; Administration of Network Resources; Information Storage and Management; Network Security; Software Design

Tribhuvan University – Nepal 2005

Bachelor’s Degree – Bachelor in Business Administration (BBS) PROFESSIONAL CERTIFICATIONS

CompTIA A+ 07/2024

AWS Certified Cloud Practitioner certification 09/2022 Certificate in Administrative Support 03/2019

Training Futures – Vienna, VA

• Six-month administrative training program in office setting with focus on data entry, records management, and professional office skills development EXPERIENCE

Parkside Middle School – Manassas, VA 03/2024 – 06/2024 Technical Support Specialist (Intern)

• Provided technical support and resolved tickets for a campus of approximately 1650 users

• Configured, repaired, installed, and upgraded laptop hardware, peripherals, and software in a predominantly Windows environment to ensure optimal functionality

• Deployed systems using PXE-initiated OS deployment with Microsoft Configuration Manager

• Configured and managed network printers and print server operations, ensuring uninterrupted access to printing resources for faculty and staff members

• Collaborated effectively with colleagues and school staff to address technical issues promptly and efficiently, contributing to the smooth operation of educational activities

• Demonstrated strong problem-solving skills by diagnosing and resolving a diverse range of technical issues including software glitches, hardware malfunctions, and network connectivity issues

• Recognized by supervisor for exceptional performance and dedication, receiving commendation for consistently delivering high-quality technical support services IT-on-Call Volunteer Solutions – Fairfax, VA 07/2024 -Present

• Assist community members, as assigned by the Fairfax county, in resolving technology- related issues

• Troubleshoot software problems,reinstall hardware, and configure printers

• Educate community members about computer operation and cybersecurity K12 (Online School) – Herndon, VA 07/2019 – 10/2020 Document Processor (Seasonal Contractor)

• Processed and verified documents associated with prospective students in accordance with school and state requirements for enrollment into K12 program while working remotely as well as onsite

• Reviewed and processed an average of 160 documents from Salesforce database per day and over 15 multi-page faxes per hour from a fax server

• Maintained high attention to detail while updating student files, appreciated by supervisor for zero defect work

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