Help Desk Customer Service

Sarmila Thapa

Queens, NY, United States +1-347-***-**** ****************@*****.*** LinkedIn

Career Objective

Motivated IT professional with certification and expertise in troubleshooting Microsoft applications, PCs, and network-connected devices. Looking for a challenging position in an IT help desk role where my skills can be used in resolving technical issues and providing exceptional support within and outside the organization.

Technical Skills

● Experienced in providing Help Desk support through the ticketing system for Microsoft Office and Microsoft 365 applications, including Exchange, Teams, OneDrive, and Forms.

● Experienced in administering user accounts, groups, passwords, Multi-Factor Authentication

(MFA), and Self-Service Password Reset (SSPR) through Active Directory and Microsoft Admin Center.

● Skilled in configuring and troubleshooting more than 100 VPN connections for remote access.

● Competent in managing and supporting various operating systems like Windows 7, Windows 10, and Windows 11.

● Proficient in deploying and managing Microsoft technologies, including Hyper-V virtual PCs, Azure VMs, Microsoft Cloud PCs, and PowerShell scripting for automation and tasks management.

● Experienced in configuration and support for CISCO, Sonicwall, and Arist routers.

● Exchange servers and email configurations in Outlook.

● Proficient in deployment of office applications and required support user issues.

● Excellent communicator and problem solver.

● Experienced in 100 cloud PC Imaging and router configuration.

● Skilled in Cloud Services such as Azure Active Directory and Active Directory Federation Services(ADFS).

Work Experience

Contract IT Support 03/2022 - Current

Orion IT- Remote

● Provided Help Desk support for all Microsoft Office and Microsoft 365 applications used within the organization, including Exchange, Teams, OneDrive, and Forms.

● Supported 30 clients, each client had approx. 25-100 users including law firms, schools, and small community hospitals.

● Configured 20 routers, switches, firewalls, VPNs, and other related network devices.

● Assisting 10-15 users with problems using TeamViewer, Quick Assist, and Teams remotely. Sarmila Thapa

Queens, NY, United States +1-347-***-**** ****************@*****.*** LinkedIn

● Set up and maintained file servers and network map drives for 20-30 users.

● Helping 20-25 end users with both desktops and laptops, including MAC models from various brands like Dell, HP, and others.

● Configured and troubleshooted VPN connections for more than 100 remote employees.

● Managing user accounts in Active Directory and handling Exchange Mailboxes, along with providing support for end users using Outlook.

● Deployed Microsoft Office applications and provided support for 50 plus user issues.

● Migration of 100 plus users and database from on premises to cloud using Powershell command.

● Hyper-V virtual PCs management

IT Support (L1) 03/2021 - 02/2022

Delta Global IT- Remote

● Installation and management of MS Office 2019 in 200 plus users.

● Documented 15-20 requests in detail and keep track of equipment assignments and inventory.

● PC Imaging, printers, and printer servers of more than 200 organizations

● Supported 100 users for PC-related issues including Imaging, upgrade, BSOD, etc.

● Handled Exchange servers and mailbox configurations.

● Configured DHCP.

● Supported 50 plus users with Outlook and other MS application issues. Certifications

● CompTIA Network + Certified

● Microsoft O365 Fundamental(MS-900)

Education

BACHELOR IN BUSINESS STUDIES TRIBHUVAN UNIVERSITY, KATHMANDU, NEPAL References

Available upon request

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