IT Helpdesk & MSP Support Specialist

Durga Kadel

Phone:737-***-**** E-mail: -************@*****.***

Austin Texas

IT support Specialist

Professional Summary:

Detail-oriented and customer-focused IT Helpdesk technician with over 3 years of experience supporting end users in fast-paced MSP environments. Proven ability to troubleshoot hardware, software, and network issues, manage Office 365 and Windows Server environments, and deliver remote and onsite support. Adept at prioritizing tickets, communicating with non-technical users, and ensuring minimal downtime for clients.

Core Competencies:

• End user technical support (Onsite and Remote)

• PC and MAC Support, network drive, domain join, application deployment, etc.

• Microsoft365 Administration (Exchange, Teams, OneDrive, SharePoint)

• Windows Server management

• Troubleshooting internet issues (connectivity, Wi-Fi, DHCP, IP address, etc.)

• Active Directory basic administration (users, groups, group policy)

• Printer setup and network print server connection

• Cisco router basic administration

• Cisco and Microsoft Teams VoIP and telephone setup

• DHCP and Router LAN/WAN configuration (SonicWall, Untangle)

• PC Imaging and Basic Hardware support

• Ticketing system experience, escalation and prioritization

• Clear communication with non-technical users

• Communicate calmly with frustrated users

• Basic Mobile Device Management using Intune

• Quick resolution for Password, MFA, Account lockout issues

• Server Backup and Restore (Symantec, Veeam)

• Basic Azure VM, Hyper-V experience and Vmware

• Managing Entra ID, AD Sync, Self Service password reset

• Remote Monitoring & Management (RMM) Tools

• Patch Management Solution (Automated Updates, Compliance)

• Basic knowledge of copilot AI and automation

• Adaptability in fast-changing environments

Professional Experience

IT Support Specialist – Tier II

Nexus Shields (Nexusshields.com) - MSP Jan 2024 - Present

• Provided remote and onsite support for small to mid-sized business clients.

• Managed Microsoft365, Exchange mailbox, and Windows Server environments.

• Configured LAN/WAN, SonicWall routers, Untangle firewalls.

• Supported printer setup, network drives, and domain joins.

• Handled Active Directory administration for users, groups, group policies and basic Azure VM tasks.

• Closed 10-15 tickets daily, prioritizing based on urgency, high impact and SLA compliance and also escalation as needed

• Reduced average resolution time by 10%.

• Resolved email login and sync issues.

• Diagnosed and resolved user Issues remotely using Remote Desktop, TeamViewer, and Quick Assist.

• Troubleshot internet connectivity issues (Wi-Fi, DHCP, IP Configurations) and resolve password MFA.VPN,Outlook,application,PC performance, and BSOD issues, reducing recurring incident by 25%. Durga Kadel

Phone:737-***-**** E-mail: -************@*****.*** Austin Texas

• Basic Configured and Managed Mobile Device Management (MDM) policies using Microsoft Intune for secure access and device compliance.

• Used Microsoft Copilot AI to speed up troubleshooting by generating quick diagnostic steps for Windows, Microsoft 365, Azure, and network issues.

• Executed backup and restore operations using Symantec and Veeam, safeguarding critical data and minimizing downtime

• Managed VOIP for Phone (Teams Phone and Cisco Call Manager). IT Helpdesk Technician - Tier I

Core Trust IT (Coretrustit.com) - MSP Jan 2023 – Dec 2023

• Presented comprehensive technical support for PC and MAC systems, ensuring optimal functionality and user satisfaction.

• Supported Microsoft 365 environment, including share point, Outlook and Teams access Improved SLA by 30%

• Diagnosed and resolved complex network issues such as DHCP conflicts, IP address problems, and Wi-Fi connectivity challenges.

• Managed Basic Active Directory Accounts, including account lockouts, group policy updates.

• Performed PC imaging, application deployment and basic hardware troubleshooting to maintain operational efficiency.

• Delivered rapid solutions for password resets, MFA issues, VPN connectivity and BSOD incidents.

• Consistently closed 15-20 tickets daily, adhering to SLA requirements and maintaining high customer satisfaction levels.

• Implemented process improvements that reduced resolution time by 15% and streamlined onboarding/offboarding procedures by 20%.

• Managed printer installations and network print server configurations to support business operations.

• Flexible and adaptable in fast-paced environments Education

• Bachelor’s degree in accounting and business management Certifications

• CompTIA Network+

• Microsoft 360 Fundamentals: MS-900

• Microsoft Azure Fundamentals: AZ-900

• CCNA In progress

Reference will be provided upon request.

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