IT Help Desk Technician with Strong Service Mindset

Vijeta Dhamankar

Colonia, NJ 732-***-**** ******.*********@*****.*** LinkedIn

PROFESSIONAL SUMMARY

IT Support Specialist with 4+ years of experience delivering Tier 1–2 technical support across Windows, macOS, and Microsoft 365 environments, combined with 10+ years of customer service and operations leadership experience. Proven ability to manage high-volume support queues, troubleshoot complex technical issues, and support onboarding/offboarding processes while leading operational workflows, vendor coordination, and process improvements. Experienced in working across multiple stakeholders and environments, supporting escalations, and ensuring efficient issue resolution. Recognized for strong communication, ownership, and the ability to bridge technical support with operational leadership, contributing to service improvements and team efficiency. TECHNICAL SKILLS

Operating Systems Windows 10/11, Windows Server, macOS, iOS/Android device support Microsoft & Cloud

Microsoft 365, Office apps, Outlook, Teams, SharePoint, OneDrive, cloud-based business applications

Identity & Access

Active Directory, user provisioning, permissions, password resets, MFA/SSO, basic Group Policy

Troubleshooting

Hardware, software, printers, scanners, email, application access, connectivity, VPN, Wi-Fi

Networking TCP/IP, DNS, DHCP, VPN connectivity troubleshooting, LAN/WAN support Tools & Workflow

ServiceNow, Jira, Zendesk (ticketing systems), Remote Desktop, TeamViewer, AnyDesk, documentation, vendor coordination, process improvement PROFESSIONAL EXPERIENCE

NJA Remodeling and Home Improvement 12/2023 - 05/2025 IT Support Specialist / Office Coordinator South Amboy, NJ

● Delivered Tier 1–2 technical support for Microsoft 365, Windows environments, and business applications, supporting both onsite and remote users.

● Diagnosed and resolved hardware, software, login, and network issues, reducing user downtime and improving response efficiency.

● Utilized remote support tools (Remote Desktop, TeamViewer, AnyDesk) to troubleshoot and resolve user issues.

● Managed 20–40+ support tickets weekly, resolving intermediate issues independently and handling escalations with detailed documentation and follow-through.

● Administered Active Directory including user provisioning, password resets, and permissions management, and supported onboarding/offboarding processes.

● Prepared and deployed desktops, laptops, and mobile devices, ensuring user readiness and compliance with company standards.

● Collaborated with internal teams and external IT vendors to resolve escalated technical issues and improve system reliability across multiple environments.

● Owned ticket queue and maintained timely follow-ups, ensuring full resolution of all assigned issues.

● Supported communication tools and VoIP systems while assisting end users with troubleshooting and best practices.

● Provided guidance and support to users and team members, improving troubleshooting efficiency and overall service delivery.

● Documented troubleshooting steps, workflows, and best practices to support knowledge sharing and process consistency.

● Contributed to process improvements by supporting documentation, coordination, and workflow consistency across technical and administrative operations.

Atlas Evaluation & Inspection Services (AEIS) 11/2018 - 09/2023 Dispatch Manager South Plainfield, NJ

● Led dispatch operations and supervised team coordination, ensuring efficient scheduling, communication, and service delivery across multiple job sites.

● Acted as primary support lead for field inspectors and office staff, resolving application access, login, and device-related issues.

● Coordinated with internal IT teams and external vendors to troubleshoot recurring technical issues and maintain system reliability.

● Led onboarding and access management processes, including account setup, permission changes, and maintaining accurate user records.

● Trained and supported team members, improving workflow efficiency and maintaining high service standards across operations.

● Managed high-volume support requests (30+ daily), ensuring timely resolution and effective communication in a fast-paced environment.

● Maintained detailed documentation of support activities, improving tracking, reporting, and operational visibility.

● Led IMTE (Inspection, Measurement & Test Equipment) lifecycle management, coordinating with multiple vendors for procurement, maintenance, and calibration, ensuring equipment readiness and compliance.

● Supported dispatch operations and team coordination, ensuring efficient scheduling, communication, and service delivery across multiple job sites.

● Improved operational workflows by developing documentation and processes that enhanced tracking, communication, and overall service delivery.

Tallen Technology Rental 01/2018 - 06/2018

Project & Logistics Coordinator Iselin, NJ

● Supported technical event operations by troubleshooting hardware, software, and device issues during active projects.

● Coordinated with vendors and internal teams to resolve system-related challenges and maintain service continuity.

● Documented service issues and resolutions to improve operational consistency and support future troubleshooting.

CERTIFICATIONS

● CompTIA Security+ (SY0-701) 2026 - 2029

● AWS Certified Cloud Practitioner 2026 - 2029

● Google Workspace Certification Google Cloud

● Public Notary State of New Jersey

EDUCATION

New Jersey Institute of Technology, Newark, NJ

Cybersecurity Certificate 02/2025 - 11/2025

Berkeley College, Woodland Park, NJ

Bachelor of Business Administration 04/2012 - 09/2016

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