It Support Specialist
Resume:
Shiva Lamichhane
Harrisonburg, VA
Phone: 347-***-****
IT Support Specialist (Networking, cloud and user support) Summary:
Experienced IT Support Specialist with 3+ years in technical assistance, troubleshooting, and system maintenance. Skilled in resolving complex IT issues, guiding non-technical users, good communication skills and enhancing user satisfaction. Looking to contribute technical skills and customer service expertise to a dynamic IT team. Committed to learning and growth. Technical Skills:
Experienced managing Active Directory (users, group, Group Policy).
Experienced managing printer and print service.
Skilled in Networks, Router LAN/WAN, and VPN setup.
Proficient in DHCP management on Router and Windows Server.
Experienced with Windows Server, Windows 11, and MacOS.
Managed mobile devices with Intune.
Proficient in Exchange, Microsoft 365, Teams, OneDrive, and SharePoint.
Excellent ticketing systems for issue management.
Experienced in PC imaging, inventory management, onboarding/offboarding.
Strong communication, soft skills, and good customer service support.
Remote support tools (Remote Desktop, TeamViewer, Quick Assist).
Skilled in PC support (virus malware, ransomware, BSOD, Upgrade).
Intra ID Management and Active Directory Synchronization
Basic experience with virtual server infrastructure (Hyper-V, VMware, Azure).
Proficient managing server backup, and data restoration using (Veritas, Veeam).
Efficient use of ChatGPT and Copilot AI for user support.
Basic experience with PowerShell command.
Work Experience:
IT Support Specialist - Remote/Contract
Elite ITFix March 2023 – Current
Conducting daily end user IT support operations for 10 to 12 customers, including user management, workstation domain join, Outlook Setup, and creating, modifying, and deleting users and their mailboxes, including Teams
Providing user support for Network, Internet, and VPN-related issues
Managing and resolving end-user’s issues remotely using remote tools for both Mac and Windows, supporting day-to-day activities.
Providing onsite support for PC Imaging and workstation setup.
Managed mobile devices with Intune.
Proficient in Exchange, Microsoft 365, Teams, OneDrive, and SharePoint.
Setting up VOIP configuration for Cisco and Microsoft Teams Phones. Shiva Lamichhane
Harrisonburg, VA
Phone: 347-***-****
IT Support Specialist Tier1- Remote/Contract
Nexus Shields July 2021 – March 2023
Conducting daily end user IT support operations for my 15 to 20 customers, including user password resets, user management and workstation domain join, and creating, modifying, and deleting users and their mailboxes.
Providing user support for Network, Internet and VPN-related issues in Windows and Mac.
Providing onsite support for PC Imaging and workstation setup
Monitoring and maintaining computer systems and networks to ensure optimal performance.
By implementing a new tracking system, I increased our SLA compliance rate from 85% to 95%.
Providing technical support across the company (in person or over the phone.
Repairing and replacing equipment as necessary (Laptops, PCs, Macs).
Setup printer and printer related issued.
Certified:
CompTIA Network+
Certified Microsoft Fundamentals
Education:
Bachelor’s in commerce – From Pokhara University, Nepal Reference will be provided upon request.
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