Support Specialist It

AMITA PANDEY

Chantilly, Virginia

Cell: 703-***-**** Email: *****.**********@*****.***

IT Support Specialist

Professional Summary

Dedicated IT Support Specialist with over 3 years of experience delivering exceptional assistance to small and mid-sized businesses. Skilled in effective communication, problem-solving, and time management. Known for building strong relationships, remaining calm under pressure, and exhibiting empathy. Adept at managing high support volumes and ensuring positive user experiences through proactive issue resolution and continuous support. Core Competencies

• Technical Support: Remote & Onsite Assistance.

• Office 365 Administration: User Management, Exchange, Outlook, SSPR, MFA, OneDrive and SSO.

• Network Troubleshooting: Wi-Fi, TCP/IP, LAN, DHCP, DNS, and User VPN Setup.

• Active Directory: User & Group Management, Group Policy Configuration, Map Drive.

• Ticketing Systems: Prioritization, Escalation, SLA Compliance.

• ChatGPT and Copilot: "Utilized AI tools like ChatGPT and Copilot to optimize workflows, improve content creation, and accelerate coding efficiency."

• PC Imaging & Hardware Setup: Accelerated Deployments and Inventory Management.

• Mobile Device Management: Intune Setup & Compliance.

• VoIP Systems: Cisco VoIP, Microsoft Teams Phone Configuration.

• Data Backup & Recovery: Symantec, Veeam Solutions,

• Remote Access Tools: Quick Assist, Microsoft Teams, Team Viewer and RDP. Professional Experience

IT Support Specialist

Silverhill December 2021 – Present

• Resolved on average 20 daily support tickets, achieving 95% SLA compliance.

• Diagnosed and fixed network issues, including LAN/WAN, TCP/IP conflicts, Wi-Fi, DHCP, and User VPN.

• Configured Office 365 accounts with SSO, MFA, and SSPR to enhance security.

• Reduced deployment time by 30% through streamlined PC imaging and hardware workflows.

• Set up and maintained Cisco VoIP and Microsoft Teams Phone systems.

• Managed mobile devices and ensured compliance using Intune.

• Successfully onboarded 100+ new employees with comprehensive system setups and training within one year.

• Administered Windows Server environments, including File Shares, Map drives, DHCP, DNS, and web servers.

• Performed Active Directory tasks like user setups, password resets, and group policy updates, Joined Pc to Domain.

AMITA PANDEY

Chantilly, Virginia

Cell: 703-***-**** Email: *****.**********@*****.***

• Ensured data integrity with regular backups and recoveries using Symantec tools.

• Remotely Supported Users using Remote tools RDP, Teams, Quick Assist, and TeamViewer.

• Boosted first-call resolution rate by 25% through better troubleshooting techniques and user education.

Education

• Bachelor of Business Administration, Tribhuvan University. Certifications

• CompTIA Network+ N10 009.

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