Managed Services & IT Support Specialist

KUCHINA S

******@*****.*** +1-314-***-****

PROFESSIONAL SUMMARY

• Managed Services and infrastructure support specialist with 2+ years of experience delivering deskside and remote support, system deployments, and environment upkeep for business users in fast-paced, service-focused organizations.

• Hands-on experience with remote monitoring tools, centralized antivirus and backup solutions, Office 365 deployments, and basic virtualization and firewall troubleshooting to keep client environments secure and available.

• Strong customer service mindset with clear, patient communication skills, able to explain technical issues in plain language, document solutions, and coordinate with vendors to ensure timely resolution of client problems.

• Adaptable and eager learner who stays current with new technologies, enjoys researching solutions for unique issues, and contributes ideas to improve Managed Services processes and documentation. EDUCATION

Saint Louis University — Saint Louis, Missouri

MS in Information Systems, GPA 3.83 Aug 2023 – May 2025 CERTIFICATIONS

• CompTIA A+ Certification (in progress)

• Google IT Support Professional Certificate (in progress) TECHNICAL SKILLS

Managed Services & Remote Monitoring: RMM Platform Management, Remote Diagnostics & Monitoring, Ticketing Systems

(ServiceNow, Jira Service Management), Client Documentation & Knowledge Base Maintenance Virtualization & Infrastructure: Hyper-V, VMWare, Azure Virtual Machines, Windows Server Administration, Infrastructure Deployment & Configuration, Server Health Monitoring Networking & Security: Firewall Setup & Troubleshooting (WatchGuard and similar), DNS, DHCP, vLAN Management, VPN Configuration & Troubleshooting, Cisco Networking Concepts, Meraki Wireless, IP Addressing & Routing Security & Protection Software: Centralized Antivirus Deployment, Anti-Spam Configuration, Web Filtering, Endpoint Protection/EDR, MFA Support, Patch Management

Office 365 & Business Applications: Office 365 Setup & Deployment (Exchange Online, Teams, OneDrive, SharePoint), Email & Calendar Support, License Administration, Microsoft 365 Application Support Backup & Recovery: Backup Software Deployment, Data Protection Configuration, Device Imaging & Deployment, System Recovery

& Restoration

PROFESSIONAL EXPERIENCE

IT Infrastructure End User Support Specialist

Vistal Tech — Saint Louis, MO Jan 2025 – Present

• Deploy and manage remote monitoring agents on Windows 10/11 desktops and laptops, using RMM tools to track performance, disk health, and connectivity so potential issues can be addressed before they affect users.

• Set up and maintain centralized antivirus and web protection on user devices, applying policies, monitoring detections, and coordinating remediation to keep endpoints aligned with company security standards.

• Assist with Office 365 user setup and support, including mailbox creation, Teams and OneDrive configuration, and basic troubleshooting of email, calendar, and collaboration issues for internal staff.

• Maintain accurate documentation of user devices, software versions, and support procedures in shared knowledge bases, helping the team respond consistently to recurring issues and new employee onboardings. Systems Support Technician

Infosys — India (supporting multiple clients in financial and technology domains) Nov 2022 – Aug 2023

• Installed and configured Windows laptops and peripherals for client employees, applying standard images, joining devices to the network, and validating email and Office 365 access so new users could start work smoothly.

• Used ticketing tools like Jira Service Management to log and track incidents, update clients on progress, and document final resolutions for future reference and continuous improvement of support quality.

• Troubleshot connectivity issues by checking DNS, DHCP, IP addressing, and VPN configurations on client machines, helping office and remote staff regain access to business applications and shared resources.

• Deployed and updated company-approved software and security tools on client systems, following established change procedures and recording installations in asset records to support inventory and license tracking.

Contact this candidate