Lok Kumari Thapa
Kathmandu
Summary
Detail-oriented IT Support Specialist with expertise in customer service and technical troubleshooting. Resolves end-user issues in MSP and IT environments, enhancing operational efficiency and user experience. Collaborates effectively in team settings while driving problem-solving initiatives. Proficient in supporting technologies across networking, cloud platforms, and desktop environments.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Nexusshields
03.2024 - Current
- Delivered Level 1/2 technical support for enterprise clients, reducing downtime by 20% and improving SLA compliance.
- Managed ticketing system to prioritize 15-20 daily support tickets, ensuring adherence to SLA targets.
- Provide end-user technical support for PC and Mac systems, including remote and on-site troubleshooting.
- Implemented cybersecurity measures, including endpoint protection, vulnerability scans, and firewall configurations.
- Manage Active Directory, GPO, and domain joins for secure user access and compliance.
- Oversaw endpoint management through RMM tools like ConnectWise, Ninja RMM, or Atera, enabling real-time monitoring of system health and security alerts.
- Streamlined routine administrative tasks with PowerShell scripts, enhancing operational efficiency.
- Configure and troubleshoot Cisco routers, SonicWall, and Untangle for LAN/WAN connectivity.
- Arranged and maintained Office 365, Exchange, and Azure environments for hybrid cloud deployments.
- Performed server backups and disaster recovery planning using Veeam and Arctera Backup solutions.
- Systematized automated alerts, remediation scripts, and device policies to proactively identify and resolve issues before they impact end users.
IT Support Manager
Cyber International Pvt. Ltd.
Kathmandu
08.2020 - 08.2025
- Managed Microsoft 365 and Azure Enterprise environments, ensuring secure and efficient service delivery.
- Configured and maintained LAN/WAN networks, VPNs, Active Directory, and DNS infrastructure.
- Led initiatives to improve system reliability, uptime, and performance, contributing to overall service quality.
- Strengthened network security and contributed to process automation and internal IT documentation.
- Demonstrated proactive leadership and technical expertise in resolving complex IT challenges, ensuring minimal disruption to services.
- Supervised daily IT operations, providing hands-on technical support to enhance departmental productivity.
IT Helpdesk Specialist
Nexusshields
02.2023 - 03.2024
- Provided advanced troubleshooting for Windows Server, VMware, and networking environments.
- Coordinated LAN/WAN, DNS, DHCP, and VPN solutions to enhance network performance using Untangle, SonicWall, and Cisco technologies.
- Managed VoIP systems (Cisco, Microsoft Teams) to facilitate secure communication and integrated secure protocols for improved user experience.
- Oversaw PC imaging, hardware upgrades, and mobile device management via Intune to streamline onboarding process and support user productivity.
- Maintain ticketing workflows in ServiceNow for efficient incident resolution and SLA compliance.
- Supported cybersecurity initiatives, including patch management and risk mitigation strategies, reducing vulnerabilities by 30%.
- Implemented automated patch deployment schedules across all company endpoints, ensuring compliance with internal security policies and industry standards.
- Performed monthly and emergency patch rollouts for Windows Updates, security patches, and third-party applications such as Chrome, Adobe, Zoom, and Java.
- Provided remote support for VPN, Outlook, MFA, and application-related issues.
Education
Bachelor's degree - education
Tribhuvan University
NepalSkills
- Windows Server Administration (2016/2019/2022)
- Active Directory
- Office 365 administration
- Microsoft Office 365
- Group Policy Objects (GPO)
- Azure & Hybrid Cloud Management
- VMware & Hyper-V Virtualization
- Network configuration
- Firewall & Security: SonicWall, Cisco
- Mobile Device Management (Intune)
- Automation & Scripting: PowerShell
- Patch management
- Ticketing systems management
Certification
- CompTIA Network+
- Microsoft Azure Fundamentals: AZ-900
- Microsoft Fundamentals: MS-900
- Cisco CCNA in progress
References
Reference will be available upon request.
Timeline
IT Support Specialist
Nexusshields
03.2024 - Current
IT Helpdesk Specialist
Nexusshields
02.2023 - 03.2024
IT Support Manager
Cyber International Pvt. Ltd.
08.2020 - 08.2025
Bachelor's degree - education
Tribhuvan University