Technical Support Tier 2

Ajit Khanal

Desktop Support

Tier *+ Experienced IT Specialist with over 7 years of hands-on experience in technical support and Microsoft 365 administration, including 5+ years in escalated (Tier 2+) support roles and 3+ years working in an MSP-style environment. Proven ability to resolve complex issues in Exchange Online, Intune, Entra ID, and SharePoint while maintaining strong customer relationships and mentoring junior staff. Adept at implementing security measures, maintaining documentation, and providing user training to ensure optimal system performance and compliance. Seeking a long-term opportunity where I can contribute my Microsoft 365 expertise, grow with evolving technologies, and support clients in solving meaningful technical challenges. Experienced in fast-paced, multi-department environments that mirror MSP dynamics.

Core Competencies

Office 365 Administration & Licensing

User Account Provisioning & Maintenance

Microsoft Exchange & OneDrive Support

Microsoft Intune and Mobile Device Management

Microsoft Teams & SharePoint Management

Security & Compliance (MFA, Access Controls)

System Updates, Patches & Enhancements

Root Cause Analysis and resolution

End-User Training & Documentation

Technical Support & Customer Service

PowerShell Scripting & Automation

Professional Experience

FHI 360 – Washington DC

Desktop Engineer / IT Systems Specialist - DEA

09/2022 – 05/2025

Provide Tier 2+ support over 5000 users for Microsoft 365 services, including Exchange Online, Intune, SharePoint Online, Teams, OneDrive, and Entra ID (Azure AD), ensuring timely root cause resolution for escalated technical issues.

Manage user lifecycle operations: provision accounts, assign Office 365 licenses, perform onboarding/offboarding, and enforce access policies and permissions.

Troubleshoot complex system and user issues involving mail flow, compliance policies, Intune application deployment, and group-based licensing, ensuring minimal downtime and high client satisfaction.

Lead deployment of Microsoft Intune, Windows Autopilot, and Windows Update for Business, supporting compliance goals and enhancing endpoint management capabilities across the enterprise.

Collaborate with Tier 1 support teams, providing mentorship, escalation support, and contributing to knowledge base documentation to elevate team effectiveness.

Administer Active Directory, Entra ID (Azure AD), and Microsoft Exchange Online, including group policies, mailbox permissions, and access troubleshooting.

Support and maintain collaboration tools including Microsoft Teams and SharePoint, ensuring optimal user experience and security compliance.

Drive PowerShell automation initiatives to streamline reporting, policy deployment, and endpoint compliance monitoring.

Deliver empathetic, phone-based support, effectively translating technical issues to non-technical users and fostering long-term client relationships.

Troubleshoot and support basic networking issues, including DNS, DHCP, VPNs, TCP/IP, and firewall configurations, enhancing infrastructure reliability.

Monitor and secure OneDrive and M365 services with MFA, conditional access, and data protection policies.

Maintain up-to-date system documentation, standard operating procedures, and security configurations for Office 365 and Windows environments.

Supported geographically dispersed teams and departments—mirroring MSP-level diversity, urgency, and accountability.

Hold responsibility for ensuring all M365 activities align with security best practices, legal standards, and internal policies.

User Support Associate III - Service Desk 02/2020 – 09/2022

Deployed, configured, and managed Office 365, Exchange, and related applications for end-users.

Performed periodic maintenance, updates, and license management for M365 applications.

Assisted with SharePoint and OneDrive migrations, ensuring data integrity and user access.

Troubleshot and resolved end-user issues with M365 applications, including email, Teams, and SharePoint permissions.

User Support Associate II- Service Desk

09/2016 – 02/2020

Provided technical support for hardware, software, and network issues, including Office 365 and Exchange.

Assisted with Imaging, configuration, and deployment of new devices and user accounts.

Assisted with Meeting Setup and AV room support.

New Laptop provision for users installing OS and required software.

Provided technical support for printing issues.

Supported user account creation, including assistance with password and lockout issues.

Education

Master of Science in Information Technology

Punjab Technical University, Jalandhar, India – Nov 2014

Bachelor of Business Studies

Tribhuvan University, Kathmandu, Nepal – Aug 2007

Certifications

Microsoft Certified: Identity and Access Administrator Associate, SC-300, May 2025

Collaboration Communications Systems Engineer Associate, MS-721, Oct 2024

Microsoft Azure Administrator, AZ-104, Dec 2022

Managing Microsoft Teams, MS-700, Dec 2021

Microsoft 365 Fundamentals, MS-900, Jul 2020

Certified Nexthink Associate, Apr 2024

Technical Skills

Microsoft 365: Exchange Online, Intune, SharePoint, Teams, OneDrive, Entra ID, Microsoft Dynamics

Endpoint Management: Windows Autopilot, Windows Update for Business, Compliance & policy management

Networking: DNS, DHCP, TCP/IP, VPN, firewalls

Scripting & Automation: PowerShell scripting for automation, reporting, and compliance

Collaboration Tools: Microsoft Teams, SharePoint Online

Security & Compliance: MFA, conditional access, data protection policies

Other Tools: Active Directory, Azure AD, Cherwell, Jira, Windows Server

Training

Communication and Interpersonal Skills for Technical Professionals (AMA)

HDI Support Center Analyst (HDI)

Win10 Troubleshooting (Global Knowledge)

1884 Serviceberry Rd, Dumfries, VA 22026

Cell: 571-***-**** Email: *******@*****.***

LinkedIn: https://www.linkedin.com/in/ajit-khanal-95035612a

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