Rajiv Shrestha

adxhuj@r.postjobfree.com

+1-562-***-****

*** *** ******

Seal Beach, California

Summary

Highly organized person with over 4+ years of professional experience in the information technology sector is looking for a challenging job in a reputed organization that will provide an ample opportunity to learn and grow by utilizing my experiences, knowledge, and qualifications. Experience

Technical Support Analyst

Optum • Signal Hill, CA

03/2023 - Present

• Respond to support tickets within established timeframe to improve customer service.

• Upgrade laptops/desktops, improving speed and performance.

• Network connectivity support (Internet, Vpn, shared drives.)

• Active directory user and group management.

• Office 365 Basic management.

• Provides Tier II support and ensures all work is handled according to established SLA.

• Use remote login tools (Bomgar) to assist clients with technical and product questions.

• Set up new desktop systems and configured laptops for new onboarding employees and load required software and server permission and assign to the correct OU in AD.

• Maintain inventory of IT supplies by checking and documenting levels regularly.

• Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Managing a daily schedule and setting up appointments.

• Responsible for client support, computer images, PC software installation, Windows 7 & 10.

• Hands-on Hardware troubleshooting and repairs at a desktop level, network support environments for PC and printers.

• Documenting and ticketing system when closing tickets.

• Experienced in ticketing system Service Now.

Desktop Support II

Southern California Edison • Rosemead, California

05/2022 - 02/2023

• Respond to support tickets within established timeframe to improve customer service.

• Upgrade laptops/desktops, improving speed and performance.

• Proficient in network protocols, DHCP, DNS and SMPT.

• Active directory user and group management.

• Office 365 Basic management.

• Keep customers informed about issue resolution progress and provide updated estimated times of resolution on an ongoing basis.

• Provides Tier II support and ensures all work is handled according to established SLA.

• Use remote login tools to assist clients with technical and product questions.

• Set up new desktop systems and configured laptops for new onboarding employees and load required software and server permissions.

• Configure Okta for MFA to end user.

• Train new employees in support processes, procedures and knowledge base. Maintain inventory of IT supplies by checking and documenting levels regularly.

• Follow up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

• Experienced in ticketing system Remedy.

IT Support Specialist

Garda World • Bell Gardens, California

12/2021 - 04/2022

• Responsible for providing technical support, solution to user ticket on software and network on daily basis.

• Basic network support (Internet, Network Drives, VPN).

• Office 365 basic management.

• Active directory user and group management.

• Exchange mailbox management and end user outlook support.

• Installing network printers and troubleshooting issues with printer.

• Remotely access user's pc via TeamViewer and assist with troubleshooting.

• Software installation and patching.

• Responds to request for technical assistance via phone and email.

• Customize desktop/laptop application to meet user requirement for efficiency of operation.

• Diagnosing and troubleshooting software faults.

• Working with ticketing system Alloy.

IT Administrator

Karmath Group of IT Solution • Kathmandu, Bagmati Province 04/2016 - 12/2020

• Provided hardware support, software support, user support.

• Installation of organization's system application, and upgrade of all application and software.

• Maintained confidentiality of all sensitive documents, data and information ensuring prevention of all possible points of leakage.

• Installed and configured computer hardware, software, operating system, applications, printers and scanners.

• Responsible for IT security across the organization.

• Configuration and Troubleshooting Cisco 2600, 2800 series routers.

• Configuration and Troubleshooting Cisco 3750 series catalyst switches.

• coordinated with the vendor for the IT equipment.

• Received, tested and installed server, desktop, laptops and other IT equipment documentation.

• End user outlook support.

• Provided hands-on monthly training to new employees as well as existing employee about new updated technology.

Skills

Azure VMs, LAN, DNS, DHCP, VPN, Computer Networking, Active Directory, DHCP, Microsoft Windows Server, Technical Support, Microsoft Exchange, Operating System, Software Troubleshooting, Customer Service, VMWare, TCP/IP, Microsoft Office, Microsoft Teams, Network Support, WAN Education

Bachelor of Science in Information Technology

Punjab Technical University • Kapurthala, Punjab

04/2016

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