Customer Support & Salesforce Admin Technician

Sai Dheeraj Suresh Kumar US Citizen Salesforce Admin Certified CompTIA Security+ ce

Customer Support / Helpdesk Technician

Email: **********@*****.*** 571-***-**** (M)

LinkedIn: https://www.linkedin.com/in/sdheeraj95/

Clearance: Public Trust Security Clearance – Active Professional Skills

Dynamic IT professional with extensive experience in Customer Support and Help Desk Technician with more than Five plus years of experience in technical support, hardware, software troubleshooting, network administration and customer service. Excelled in managing diverse call types and generating detailed reports, enhancing operational efficiency. Possesses strong problem-solving, documentation, communication, and training skills. Specializes in leveraging IT expertise to optimize processes and train new hires, ensuring high standards in service delivery. Technical Support

• Troubleshoot hardware, software, and network connectivity issues

• Support Windows and macOS operating systems

• Install, configure, and maintain desktop applications

• Provide remote support using tools such as TeamViewer, AnyDesk, and RDP

• Manage user accounts, permissions, and passwords (Active Directory, Office 365)

• Log, track, and resolve tickets using ServiceNow, Zendesk, or similar systems Customer Service & Communication

• Deliver professional phone, email, and chat support

• Translate technical issues into clear, user-friendly explanations

• Practice active listening to identify user needs quickly

• Handle high-volume support requests while maintaining customer satisfaction Problem Solving & Organization

• Diagnose issues and perform root cause analysis

• Prioritize and manage multiple tickets in a fast-paced environment

• Document solutions and create knowledge base articles

• Follow SLAs, escalation procedures, and IT support policies Teamwork & Professionalism

• Collaborate with IT teams to resolve complex issues

• Adapt quickly to new technologies and systems

• Maintain confidentiality and follow security best practices

• Resolved 30+ support tickets per day with a 95% satisfaction rating

• Reduced repeat issues by documenting solutions in the knowledge base Technical Skills –

Salesforce Azure NSPIRE Windows OS UNIX macOS Technical Support Data Analysis Customer Service Hardware Configuration Problem-Solving Software Configuration Team Collaboration ServiceNow Zendesk Remedy Jira Service Desk ITIL standards TCP/IP IP Addresses Subnetting DNS DHCP LAN/WAN VPN PC Assembly PC Troubleshooting Microsoft Office Suite Antivirus Software Education: Associates in Science Degree in Information Technology (A.S. IT), NOVA College, VA Status: US Citizen

Certifications: CompTIA Security+ ce Certification, Microsoft 365 Suite Certified, Salesforce Admin Certified, CAD Certified, Avaya Certified

Work Experience:

United Service Organizations (USO), VA April’ 2026-Present Customer Support /Helpdesk Technician

• Monitor, maintain and provide primary support for IT systems located in assigned region including but not limited to hardware, software, applications and telephony.

• Manage helpdesk requests and reporting for assigned region.

• Provide first-level contact and problem resolution, escalating critical issues in a timely manner as needed.

• Serve as facilitator for staff in assigned region with subject matter expertise, which includes vendors and staff in HQ offices, to resolve IT Support issues.

• Assist with IT life-cycle management.

• Provide technical guidance in coordination of upgrades, rollouts and other related projects.

• Organize and maintain regional IT inventory and assist with creation and management of regional IT budget.

• Train, assist and advise USO Center staff in assigned region with optimizing use and capabilities of IT assets in accordance with established policies, procedures and processes. Create, update and maintain support documentation as needed.

• Monitor/maintain internet services and network services in assigned region and work with satellite/fiber vendors to support/troubleshoot outages or other related issues.

• Responsible for reviewing and analyzing wireless and internet behaviors using supplied reports and make recommendations and configure settings to ensure network and internet services are optimized across all centers.

US Department of Housing and Urban Development (HUD), DC(ICUBE) Nov’ 2023-March’ 2026 Customer Support /Helpdesk Technician

• Managed diverse call types for non-technical and executive users.

• Generated daily, monthly, and quarterly reports in Salesforce.

• Delegated tickets across the team, aligning with subject matter experts.

• Collaborated with departments for multi-stage operations with HUD TAC team.

• Leveraged IT skills for preventive maintenance on hardware and software, minimizing downtime.

• Investigated data sets using Quality Assurance to uphold operational standards.

• Trained new hires on secure system operations and advanced NSPIRE software Global Alliant, Inc., MD Oct’ 2021 to Oct 2023

IT Specialist /Inventory Manager/Helpdesk Technician

• Configured hardware and software for employee laptops and desktops.

• Managed inventory counts and documented device conditions.

• Collaborated in shareholder meetings to allocate resources effectively.

• Conducted on-site repairs for operating systems and devices.

• Delivered configured devices to employees.

• Maintained accurate inventory records.

• Participated in resource delegation during meetings.

• Provided timely repairs on-site.

Calvary Hospital (Nxgen Infotech, Inc.,) VA Aug’2018 to Sept’2020 Front Desk Customer Service Representative.

• Managed front desk operations, providing comprehensive support to patients and visitors. Scheduled appointments and maintained accurate patient records.

• Responded to emergency helpline calls and documented requests efficiently.

• Assisted patients in understanding proper dosage instructions.

• Streamlined appointment scheduling, enhancing patient flow.

• Documented helpline requests, ensuring prompt follow-up.

• Supported inventory management to optimize operational efficiency. Battlefy, Inc. Jun’2014 to Feb’2017

Customer Support /Manual Tester

• Monitored and organized several official tournaments on the platform.

• Helped with customer concerns due to UI confusion and organization.

• Cleared out help tickets regarding the online store and in-store credits.

• Gave feedback and tested out new features that were in beta.

• Finalized the UI layout and graphics on the website.

• Tested the login process and two factor authentication.

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