IT Helpdesk Technician with 3+ Years Experience

Hemanta Adhikari

Harrisburg PA

717-***-**** **********@*****.***

www.linkedin.com/in/hemanta-adhikari-a2766239b

IT Helpdesk

Professional Summary

IT Helpdesk Technician with 3+ years of experience providing technical support in fast- paced MSP environments. Skilled in troubleshooting hardware, software, and network issues across Windows and macOS. Proficient in Office 365, Active Directory, and Windows Server administration. Successfully manages 15–25 tickets daily while maintaining SLA compliance and delivering clear communication to non-technical users. Core Competencies

• End User Technical Support (Onsite & Remote)

• PC & MAC Support, Network Drive, Domain Join, Application Deployment

• Office 365 & Microsoft Exchange Basic Administration

• Windows Server Management

• Internet Troubleshooting (Wi-Fi, DHCP, IP Address)

• Active Directory (Users, Groups, Group Policy)

• Printer Setup & Network Print Server Configuration

• Cisco Router Basic Administration

• Cisco & Microsoft Teams VoIP Setup

• DHCP & LAN/WAN Configuration (SonicWall, Untangle)

• PC Imaging & Basic Hardware Support

• Ticketing System Experience, Escalation & Prioritization

• Communication with Non-Technical Users

• Mobile Device Management (Intune)

• Password, MFA, Account Lockout Resolution

• Server Backup & Restore (Symantec, Veeam)

• Basic Azure VM & Hyper-V Management

• Intra ID, AD Sync, Self-Service Password Reset

• ChatGPT and Copilot

• RMM, Remote monitoring & troubleshooting

• Patch Management, System updates & security

• ChatGPT & Copilot, AI-driven automation

Professional Experience

IT Helpdesk Technician – Tier II

Core Trust IT (Coretrustit.com) Jan 2024 – Present

• Provide daily remote and onsite technical support for over 100 users across multiple clients.

• Troubleshoot and resolve issues related to internet connectivity, VPN, MFA, Outlook, application errors, PC performance, and BSOD.

• Administer Office 365, Exchange, and Active Directory including user creation, group policy updates, and password resets.

• Configure and manage Cisco routers, SonicWall firewalls, and LAN/WAN setups.

• Set up and maintain VoIP systems using Cisco IP Phones and Microsoft Teams Phone. Hemanta Adhikari

Harrisburg PA

717-***-**** **********@*****.***

www.linkedin.com/in/hemanta-adhikari-a2766239b

• Perform PC imaging, hardware diagnostics, and onboarding/offboarding processes.

• Close 20–25 tickets per day using a ticketing system, ensuring SLA compliance and high user satisfaction.

• Implemented a streamlined onboarding checklist that reduced setup time by 30%.

• Enhanced end-user productivity by reducing average ticket resolution time by 25%. IT Helpdesk Technician – Tier I

Nexus Shields (Nexusshields.com) - MSP Jan 2023 – Dec 2023

• Delivered technical support for desktops, laptops, mobile devices, and printers across Windows and macOS environments.

• Managed DHCP configurations, router setups, and basic Windows Server tasks.

• Supported Office 365 administration, including license assignment and mailbox troubleshooting.

• Provided remote support using RMM tools and resolved 15–20 tickets daily.

• Assisted with Azure VM monitoring and basic Hyper-V virtual machine management.

• Handled mobile device management via Intune and ensured compliance with company policies.

• Set up network printers and integrate them with print servers.

• Improved ticket triage process, increasing first-response efficiency by 40%.

• Developed user-friendly documentation for common issues, reducing repeat tickets by 20%.

Certifications

• CompTIA Network

• Microsoft-900

• CCNA in Progress

Education

• High School Diploma

Reference will be available upon request.

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