Desktop Support

Jaga Koirala

Cincinnati, OH 513-***-**** *******@*****.***

EDUCATION

University of Cincinnati, Cincinnati, OH Apr 2024 Bachelor of Science in Information Technology Concentration: Cybersecurity

KNOWLEDGE & SKILLS

? Caregiver Recruitment & Onboarding ? Hiring, screening, and onboarding home care aides and support staff.

? Employee Relations & Support ? Handling staff concerns, conflict resolution, and retention.

? Compliance & Labor Law Knowledge ? Familiarity with healthcare regulations, labor laws, and licensing requirements.

? Scheduling & Workforce Coordination ? Managing shifts, coverage, and staffing needs in a 24/7 care environment.

? Training & Development ? Coordinating caregiver training, orientation, and performance improvement.

? Time Management & Productivity ? Meeting fast-paced performance and rate targets.

? Safety & OSHA Compliance ? Following warehouse safety procedures and proper equipment use.

? Teamwork & Communication ? Collaborating with team members to meet daily operational goals.

? Computer System Admin: Install/administer network services with command line, directory services, server management etc.

? Customer Service: End-user assistance, troubleshooting, debugging, Assisting users and Flex/DSP drivers by identifying problems and

providing timely, effective solutions.

WORK EXPERIENCE & CERTIFICATIONS

OASIS HOME CARE - HUMAN RESOURCES SEP 2025 - PRESENT

? Managed recruitment, onboarding of caregivers and administrative staff, ensuring compliance with state and federal home care regulations.

? Maintained employee records, credentialing, and background checks in accordance with HIPAA and labor law requirements.

? Served as a point of contact for employee relations, resolving workplace concerns and supporting retention of caregiving staff.

? Coordinated payroll, benefits enrollment, timekeeping, and leave administration for home care employees.

? Supported performance management, training compliance, and policy implementation to promote quality patient care and workforce

accountability.

Cincinnati Insurance Company ? IT Desktop Incident Nov 2023 ? July 2025

? Technical support, and Remote assistance via Teams, email, and RDP.

? Manage appropriate groups and policy for user access.

? Managed devices utilizing Microsoft Azure Active Directory and Intune, Appropriate access, group and policy.

? Identify devices that have not been enrolled in Intune and provide a Solution/Report.

? Collaborated with various IT Teams - Networking, Security, System Admin, and Developers etc.

? Documentation for various department IT solutions, system, application and configuration.

? Imaged and configured over hundreds of workstation and software applications.

? Utilized Active Directory, SCCM, Cisco, Remedy, Microsoft Deployment Tool, Office 365, Windows 10/11.

Amazon Fulfilment Center - Springdale, OH Jan 2021 - April 2024

? Pick and pack and prepare orders for amazon delivery drivers.

? Above and beyond the daily/hourly objectives for multiple tasks such as picking, packing, stow, and stage etc.

? Trained new hires on performing the task and ensuring safety.

? Assisted Process assistance and Area manager with scheduling, assigning roles and communication with drivers.

Google - IT Support Professional Certificate.

? Technical Support Fundamentals ? Gained hands-on experience troubleshooting hardware, software, and network issues

? Operating Systems Knowledge ? Worked with Windows, Linux, and basic system administration tasks

? Networking Basics ? Learned TCP/IP, DNS, DHCP, and how networks operate

? Customer Service & Ticketing ? Practiced resolving user issues using help desk tools and professional communication

? Security & Best Practices ? Understanding of cybersecurity fundamentals, access control, and data protection

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