Customer Service Active Directory

Professional Summary:

IT Helpdesk professional with over 3 years of experience in end-user support and troubleshooting. Skilled in remote and onsite tech support, PC/Mac support, networking, application deployment, and cloud services. Excellent at prioritizing tasks to meet SLAs and enhance operational efficiency. Proficient in addressing network connectivity, server management, and user account issues. Possess effective communication skills for user interaction across all levels.

Technical Skills:

Operating System: Windows 10/11, Windows Server, MacOS

Networking & Connectivity: LAN/WAN, VPN, DNS, DHCP, Router

End-User Support: Software configuration, Remote Support, Email configuration

Software & Application Support: Office 365, Microsoft Exchange, Active Directory Teams, Printers

Security & Data Protection: Password Management, Backup & Restore

Ticketing & Issue Resolution: Spiceworks, ServiceNow, Escalation, SLA Management

Virtualization: VMware, Hyper-V

Communication & Customer Service: Verbal, Written, Problem Solving

Managing Intra ID, Users Sync with Active Directory

Inventory Management: MS Excel

Cloud PC and Windows Autopilot

Work Experience:

Care All IT, Chicago IL June 2022- Present

Delivered technical support to small and medium-sized business clients, resolving network, software, and hardware issues via remote assistance and onsite visits.

Managed Active Directory, user accounts, and group policies, ensuring seamless user access to resources across the network.

Performed Office 365 administration, user onboarding/offboarding, and account management in Microsoft Exchange and Active Directory.

Resolve internet issues such as connectivity, Wi-Fi, and IP address conflicts, ensuring minimal user downtime.

Provided support for VPN configurations, ensuring secure and reliable access to company resources remotely.

Configured and deployed new hardware setups for employees by assisting with PC imaging efficiently.

Supported the setup and configuration of Cisco and Microsoft Teams VoIP phones, facilitating efficient communication for businesses.

Troubleshot issues related to Office 365, Microsoft Exchange, and Outlook, as well as general application-related problems, providing effective solutions.

Closed an average of 15–20 tickets daily, consistently meeting SLA targets and ensuring high-quality customer service.

Assisted in maintaining accurate inventory records for Hardware, Laptop, Desktop, including monitoring usage, repairs and returns.

Collaborate with other IT team members to escalate complex issues as necessary while maintaining a high level of customer service.

Certifications:

Certified CompTIA Network+

Certified Microsoft 365 Fundamentals

Certified Microsoft Azure Fundamentals

Education:

Bachelor’s Degree – Tribhuvan University, Nepal

Reference will be provided upon request.

Contact this candidate