It Support Engineer

SUJAN GHIMIRE

IT Engineer

Travis Ln, Gaithersburg, Maryland

Phone: +1-240-***-****

E-mail: ***************@*****.***

Skilled IT Engineer with a robust track record at Cedar Gate Technologies, adept in network infrastructure troubleshooting and IT support. Excelled in implementing security measures and system performance optimization. Demonstrates strong problem-solving abilities and a commitment to enhancing organizational IT operations. Proficient in cybersecurity and incident management. Adaptable professional with five years of work experience and proven knowledge of leadership, problem-solving, and prioritization. I aim to leverage my abilities to successfully fill your company's IT Engineer role.

WORK EXPERIENCE

Cedargate Technologies April 2022- Jan 2024

IT Engineer

● Provided technical support to local users, resolving hardware and software issues on Windows and macOS platforms.

● Administered Active Directory, creating user accounts and groups

● Conducted hardware upgrades, installations, and preventive maintenance for desktop systems, ensuring minimal downtime.

● Installed and configured software applications, ensuring compliance with licensing policies and organizational standards.

● Maintained asset management records for hardware and software, managing licenses and tracking asset usage.

● Provided end-user support through in-person, phone, email, and remote assistance, ensuring a high level of customer satisfaction.

● Troubleshoot hardware, software, and network issues related to desktops, laptops, and peripherals.

● Implementing and administrating Mobile Device Management solutions

● Managed software and hardware assets, including regular patch monitoring, reporting, and analyzing logs.

● Assisted with onboarding and off-boarding tasks, ensuring a smooth transition for new hires and existing employees.

● Utilized KACE and JIRA for ticketing incident tracking and resolution, maintaininhigh first-call resolution rate.

● Use Tanium (Endpoint management tool) for end user system’s monitoring, patching, and reporting

● Utilizing scripting and automation using PowerShell for routine tasks and system administration.

● Use Absolute software for endpoint security and asset management, enabling tracking, management, and remote control of devices to ensure data security and compliance.

● Use Cylance Software Console for advanced endpoint security, leveraging AI-based threat detection to proactively identify and prevent malware, ransomware, and other cyber threats.

ACCESSWORLD TECH PVT.

ASSISTANT, Network Operator Center (NOC) July 2020 – Apr 2022

Provide General IT support via a ticketing system and Remote assistance

Installing and configuring hardware, software components, and application support across the organization

Internal IT support (Internet issues, printer repair, access AP and others)

Working Experience in Administrator, Teams, Active Directories, and ticket system

Experience with MFA and SSO

Proper Documentation

Ability to implement, administer, and troubleshoot network infrastructure devices, including wireless access points, firewalls, routers, switches, and controllers.

Collaborated with engineers and software developers to select appropriate design solutions and ensured compatibility of system components.

Used manual and automated tools to analyze and predict system performance under different operating conditions.

Documented design specifications and installation instructions for company-wide use.

Implemented security measures to protect the company's data from unauthorized access.

Maintained server availability by performing regular patching activities on both operating systems and applications.

Proficient at following/tracking issues that are appearing on the NOC. Vianet Communication Pvt.Ltd

Technical Support Executive March 2018 — May 2019

Primary responsibilities in first-level support to clients and network monitoring as well as data center operations.

Involved in testing and deployment of network monitoring systems and tools. Also responsible for handling c-Panel hosting and server troubleshooting

Deploying and inspecting IT network systems

Monitoring the performance and capacity of computer systems

Tracking and documenting network issues and compiling incident reports with the Nagios Monitoring System

Optical Fiber Internet Connectivity

VLAN Configuration Wireless ONU configuration Nonwireless ONU conguration

Thoroughly documented upgrade requests and maintained asset assignments and inventory.

Backup Solutions

Aptech Computer Education

Repair and Maintain Assistant June 2014 - Dec 2014

Technical Support

Installed, configured, and troubleshooting Windows OS, Microsoft Office suites, and internet browsers, adhering to company policies.

Assisted end-users remotely using TeamViewer and Teams

Address service-related inquiries and escalate calls as needed. EDUCATION

Level Institution Name Year Division (with%)

Master University of the Potomac 2023 Running

Bachelor Kathmandu BernHardt College 2018 70.40%

+2 Pinnacle Academy 2014 67.25%

S.L.C Dhading Boarding Higher

Secondary School

2012 84.25%

Soft Skills

● Excellent communication and interpersonal skills, with the ability to interact effectively with end-users and team members.

● Strong problem-solving and analytical skills allow efficient troubleshooting and issue resolution.

● Proven ability to work collaboratively in team environments, as well as independently with minimal supervision.

● Adaptability and willingness to learn new technologies and processes to stay updated with industry trends.

TRAINING / CERTIFICATIONS

Workshop on Network Monitoring 2018

IT Nepal

Attended a 5-day workshop on Network Monitoring, Management, and Automation. Topics included different Network

Monitoring tools as well as the use of Automation technologies for large-scale deployments.

Career opportunities as a network administrator, and technical support engineer.

CCNA Training in Nepal, 2019

Technical Skills

● Extensive knowledge of operating systems, including Windows, and macOS distributions.

● Strong understanding of computer hardware components, mobile devices, printers, networks, and peripherals.

● Proficiency in software installation and configuration, including Office 365, Jira, and other productivity and collaboration tools.

● Familiarity with scripting for task automation using languages like PowerShell.

● Solid grasp of networking concepts, including LANs, WANs, Wi-Fi, and VPNs.

● Experience with Absolute software for endpoint security and asset management.

● Experience with Cylance Software Console for endpoint security, utilizing AI-based threat detection.

● Basic knowledge of Active Directory (AD), CCNA (ROUTING AND SWITCHING), and VMware.

● Formatting and resetting Windows OS & Mac Devices.

● Desktop and laptop hardware components maintenance

● Technical issues addressed and troubleshoot

Technical Skills

● Extensive knowledge of operating systems, including Windows, and macOS distributions.

● Strong understanding of computer hardware components, mobile devices, printers, networks, and peripherals.

● Proficiency in software installation and configuration, including Office 365, Jira, and other productivity and collaboration tools.

● Familiarity with scripting for task automation using languages like PowerShell.

● Solid grasp of networking concepts, including LANs, WANs, Wi-Fi, and VPNs.

● Experience with Absolute software for endpoint security and asset management.

● Experience with Cylance Software Console for endpoint security, utilizing AI-based threat detection.

● Basic knowledge of Active Directory (AD), CCNA (ROUTING AND SWITCHING) and VMware.

● Formatting and resetting Windows OS & Mac Devices.

● MS Office package installation

● Desktop and laptop hardware components maintenance

● Technical issues addressed and troubleshoot

● Upgrade software and installations of applications as per client need Activities and Achievements

● Completed training in MS Power Automate, creating a Microsoft automation app for onboarding new hires to track assigned inventory and send alerts/emails to team members.

● Prepared documentation related to multi-factor authentication (MFA) users for safety and security.

● Attended Microsoft Azure Fundamentals (AZ-900) certification prep course via LinkedIn.

● Participated in workshops and seminars on cybersecurity and IT security.

● Contributed to internal knowledge-sharing sessions to improve team expertise and efficiency in resolving technical issues.

● Participated in “Transformation Leadership Boot Camp, 2016”, which encouraged me to grow as a better person and delivered a clear vision about life, inner peace, career, relationships, and many more.

● Attended “Android Application Development” held at Prime College for 2 weeks. With the use of the Android studio, I learned the basics of developing Android applications.

● Participated in “Visual Studio Training” and learned features of Visual Studio while developing a simple content-based web application named “FOODLAND”. REFERENCES

Regina Tuladhar

Senior IT Manager

Cedargate Technologies.

Address: Balaju

Email: ******.********@*********.***

Contact: 986*******

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