Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

PRABIN OSTI

Harrisburg,PA

Summary

IT Support Specialist with 3+ years of experience in technical support, system administration, and troubleshooting. Proficient in Office 365, Windows Servers, Active Directory, networking, and mobile device management. Skilled in resolving IT issues, configuring routers and VPNs, and managing backups. Known for efficiency and exceptional customer service.

Overview

4
4
years of professional experience
1
1
Certification

Work History

IT Support Specialist

ELITEITFIX
02.2023 - Current
  • Resolved 10-15 daily support tickets for small and mid-sized businesses, maintaining a 98% SLA compliance rate through efficient troubleshooting and streamlined issue resolution
  • Configured and managed Office 365, Teams, and OneDrive, improving collaboration and user satisfaction
  • Administered Windows Servers, DHCP, DNS, and file shares, ensuring 99.9% uptime and security
  • Managed Active Directory, including users, groups, and group policies, maintaining compliance
  • Supported Cisco and SonicWall routers, LAN/WAN setups, DHCP pools, and VPN configurations, reducing network downtime by 30%
  • Deployed and managed VoIP systems, including Cisco and Teams Phones, enhancing communication
  • Utilized Intune for mobile device management, enforcing security policies, and enabling remote wipes
  • Performed PC imaging, hardware maintenance, and upgrades, reducing downtime by 20%
  • Prioritized and resolved critical issues like VPN failures, BSOD, and lockouts within 2-hour response times
  • Managed server backups and restores using Veeam, ensuring 99.8% data recovery success rates
  • Supported Azure virtual machines and Hyper-V, optimizing resource usage and performance by 15%
  • Simplified technical concepts for non-technical users, achieving a 97% satisfaction rating

Remote It Support Level -1

CAREALLIT
07.2021 - 01.2023
  • Provided technical support for hardware, software, and network issues, resolving 20-25 tickets daily
  • Troubleshoot internet connectivity problems (DHCP, Wi-Fi, IP conflicts) and configured Windows Servers (file shares, Remote Desktop, DNS)
  • Set up and maintained printers, print servers, Cisco routers, SonicWall appliances, and VPN configurations
  • Assisted with onboarding/offboarding, deploying applications, and managing user accounts
  • Resolved Office 365 and Outlook issues, including password resets, MFA, and mailbox setups
  • Monitored and prioritized tickets, ensuring timely resolutions and escalations
  • Managed server backups with Symantec tools, ensuring data protection and recovery
  • Delivered excellent customer service and end-user support

Education

Bachelor of Science - Electrical Engineering

Tribhuvan University, Advanced College of Engineering And Management
Kathmandu, Nepal

Skills

  • End-User Technical Support – Onsite and remote assistance for Windows and macOS
  • PC and MAC Support – Domain joins, network drives, and application deployment
  • Network Troubleshooting – Internet connectivity, Wi-Fi, DHCP, and IP address issues
  • Office 365 Administration – Microsoft Exchange, Teams, SharePoint, and OneDrive management
  • Windows Server Management – File shares, DNS, DHCP, web servers, and Remote Desktop
  • Active Directory Administration – User management, groups, and Group Policy configuration
  • Printer Setup – Network printer installation and print server configuration
  • Router Administration – Arista, Cisco, and SonicWall configuration
  • VPN Configuration – Site-to-Site and Point-to-Site VPN setups
  • LAN/WAN Setup – DHCP configuration and router setups (SonicWall, Untangle)
  • VoIP Systems – Cisco and Microsoft Teams VoIP and telephone setup
  • PC Imaging and Hardware Support – Deployment and maintenance
  • Helpdesk Management – Ticketing systems, issue escalation, and prioritization
  • Mobile Device Management – Intune configuration and troubleshooting
  • Account Management – Password resets, MFA setups, and lockout resolutions
  • Server Backup and Restore – Symantec and Veeam solutions
  • Virtualization – Azure VMs and Hyper-V virtual machine management
  • Directory Sync Management – Intra ID and Active Directory sync administration

Certification

  • CompTIA Network+
  • Microsoft 365 Fundamentals
  • Microsoft Azure Fundamentals

References

References will be provided upon request

Timeline

IT Support Specialist

ELITEITFIX
02.2023 - Current

Remote It Support Level -1

CAREALLIT
07.2021 - 01.2023

Bachelor of Science - Electrical Engineering

Tribhuvan University, Advanced College of Engineering And Management

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PRABIN OSTI