It Support Specialist

Bhanu Nepal

Cincinnati, Ohio

*************@*****.*** 513-***-**** linkedin.com/in/bhanu-nepal-b9a1a234a/ IT Support Specialist

PROFESSIONAL SUMMARY

Highly motivated IT Support Specialist with 3+ years of experience in providing technical assistance, troubleshooting, and system maintenance. Adept at resolving complex IT issues, enhancing user satisfaction, and ensuring optimal system performance. Seeking to leverage technical skills and customer service expertise to contribute to a dynamic IT team. TECHNICAL SKILLS

Managing networks (LAN/WAN) and user VPN setup

Router configuration (Cisco, Arista) and DHCP management

Endpoint security, Internet/Intranet support, and network troubleshooting

Managing Azure Active Directory (MFA, Conditional Access, Intune), Azure VMs, Cloud PCs, and Windows Autopilot

Microsoft 365 (Exchange Online, Teams, OneDrive, SharePoint, Teams Phone, VoIP)

Supporting cloud applications (Zoom) and collaboration tools

Expertise in supporting Windows Server, Windows 11, MacOS, and mobile devices.

Proficient in PC imaging, backup, restore, and system upgrades.

Using remote support tools (Remote Desktop, TeamViewer, Quick Assist)

Managing Group Policy, and user accounts

Experienced with ticketing systems (Spiceworks)

I am skilled in inventory management, onboarding/offboarding, and IT asset management

Providing endpoint protection (viruses, malware, ransomware), backup, and system monitoring

Excellent communication, problem-solving, and customer service skills

Experienced using ChatGPT and Copilot to figure out the solution effectively.

Capable of handling frustrated users with patience and clear troubleshooting instructions WORK EXPERIENCE

EliteITFix

IT Support Specialist Tier 2 Boston, MA August 2023 – Present

Provided daily end-user IT support for three key customers, managing user accounts.

Domain joins, Outlook setup, and mailbox creation/modification, including Teams integration.

Troubleshot and resolved issues related to network, Internet, and VPN connectivity.

Managed Azure VMs, VOIP (Cisco Call Manager, Teams Phone), and Azure AD security (MFA, Conditional Access, Intune).

Supporting Windows Server, Windows 11, MacOS, and mobile devices.

PC imaging, backup, restore, and system upgrades.

Handled Cloud PCs and Windows Autopilot, ensuring smooth remote user experiences.

Offered onsite support for PC imaging, workstation setup, and system maintenance.

Configured Printers and troubleshooting issues

Monitored and maintained computer systems and networks, responding to service requests in a timely manner to maintain a prominent level of user satisfaction.

Evaluated and configured recent technology such as mobile devices and tablets to ensure compatibility with company systems.

Nexus Shields,

IT Support Specialist Tier 1 San Antonio, TX June 2021 – July 2023

Provided basic IT support to end-users, including troubleshooting hardware and software issues.

Assisted with user account management in Active Directory, including creating and modifying user accounts.

Managed basic network issues such as connectivity problems, Internet access, and VPN troubleshooting.

Supported PC imaging, software installations, and system maintenance.

Delivered remote support for users experiencing issues with workstations, mobile devices, and network drives.

Coordinated with vendors and escalated more complex issues to Tier 2 support when necessary.

CERTIFICATION

CompTIA Network+

Microsoft 365 Fundamentals Certified

EDUCATION

Associate degree, Cincinnati state community college.

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