It Support Specialist

Bhim Prasad Sharma

*** ******** ***, ***********, ** 21228

*************@*****.***

Education

Degree

Area of Study

University

Location

Degree Rewarded

Date

Bachelor of Business Management

Accounting

North Bengal UniversityUniversity

India

Yes

May 2000

Associate Degree

Information in Computer Science

Sathyabama University

Chennai, Tamil Nadu

Yes

May 2006

Associate Degree

Networking Administration

ITT Tech InstituteInstitute

Carmel, IN

Yes

Jan 2016

Professional Summary

Seasoned IT professional with 23 years of experience in IT support and network maintenance. Proficient in configuration management, mainframe operations, software updates, server applications, and migrations. Seeking a role as an IT Operations Support Specialist to leverage expertise in system performance optimization.

Professional Experience

IT Support Specialist, Under Armour, Baltimore, MD Jul 2009 – Present

Deliver comprehensive IT support to resolve technical issues promptly and maintain user satisfaction.

Implement IT solutions that enhanced system performance and reduced downtime, including a custom software patch that cuts system downtime by 30%.

Perform regular system checks to maintain an operational efficiency of 99% and streamline software update processes through team collaboration.

Delivered expert support for both web and client-server applications, conducting thorough diagnostics and resolving technical challenges. Streamlined support processes that reduced ticket resolution time by 25%, improving overall operational efficiency.

Utilized the Microsoft Office Application Suite to enhance productivity and streamline workflows, expertly creating complex spreadsheets in Excel and dynamic presentations in PowerPoint that effectively communicated key business insights to stakeholders.

Championed the development of advanced configuration management protocols, ensuring precise tracking of system changes and fostering a culture of accountability. Implemented automated solutions to enhance deployment accuracy and mitigate risks associated with configuration drift.

Led the end-to-end startup of production applications and systems, implementing agile methodologies to streamline processes. Collaborated closely with engineering, client-server applications, and QA teams to enhance system performance, resulting in a significant reduction in time-to-market.

Leveraged Microsoft SQL Management Studio and Oracle SQL Developer for database administration and performance tuning. Implemented best practices for data integrity and security, resulting in a robust system architecture that supports high-volume transactions.

Directed comprehensive software migration initiatives, facilitating the shift from outdated applications to cloud-based solutions. This effort not only enhanced system performance but also streamlined workflows, resulting in a 25% increase in productivity across departments.

IT Ops SS/Computer Network Support Specialist Caritas Nepal, Damak Jhapa May 2000 – Mar 2008

Delivered comprehensive technical support, enhancing system functionality and end-user productivity.

Provided comprehensive support for web and client-server applications, troubleshooting complex issues and ensuring optimal performance. Collaborated with development teams to implement enhancements, resulting in a 30% increase in user satisfaction.

Orchestrated a comprehensive overhaul of configuration management processes, integrating modern tools that improved system stability and facilitated rapid recovery from failures. Collaborated with development and operations teams to streamline workflows and enhance communication across projects.

Utilized Microsoft SQL Management Studio and Oracle SQL Developer to design, implement, and optimize complex database solutions. Developed advanced queries and scripts that improved data retrieval times by 50%, significantly enhancing application performance.

Leveraged the Microsoft Office Application Suite to develop comprehensive reports and data analyses, utilizing advanced Excel functions and pivot tables. Created visually engaging documents in Word and polished presentations in PowerPoint, driving impactful decision-making.

Managed the installation and routine maintenance of computer systems, ensuring optimized operational performance.

Successfully led the software migration process, overseeing the transition from legacy systems to modern platforms, which improved operational efficiency and reduced downtime by 30%. Collaborated with cross-functional teams to ensure seamless integration and user adoption.

Collaborated in maintaining network infrastructure, contributing to the establishment of stable network connections.

Spearheaded the launch of production applications and systems, successfully coordinating cross-functional teams to establish robust infrastructures. This initiative improved operational efficiency by 40%, ensuring seamless functionality from day one.

Technical Skills

Network Infrastructure and Protocols

System Performance Optimization

Custom Software Development

IT Training Program Development

IT Project Management

SQL Management

Cross-Functional Collaboration

Technical Support Escalation

Technical Writing

Microsoft Office Suite

System Administration

Critical Thinking

Problem-Solving

Production Applications

Software Migration Process

SQL

Data Analysis

Project Management

Collaboration

Oracle SQL Developer

Communication

Desktop Support

Phone Support

Ticketing System

Customer Service Support

Office 365

Technical Experience

Multitasking

MS Office 2013

Configuration Management

Microsoft Excel

Information Security

Problem Solving

Business Intelligence Tools

Microsoft SQL

Oracle SQL

Web Applications

Printer setup and Maintenance

Printer Troubleshooting

Network Printing Solutions.

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