Navneel Chand

About Navneel Chand

For the past 7 years I have solved technical issues for healthcare recruitment, gaming, and consulting industries in the USA. I am driven to fix user problems, utilizing innovative troubleshooting, root cause analysis and diagnostics techniques to find pain points and find best in class solutions. I am a Certified IT Help Desk Technician and hold multiple certifications and qualifications:• Bachelor of Science in Cloud Computing (incomplete)• Associate Degree in Network Administration & Security • Diploma in Computing, Level 7• Certificate in Computer Servicing Technician, Level 5 • National Diploma in Computing Support, Level 5• CompTIA Cloud+ ce • CompTIA Cloud Essentials+ • ITIL Foundation CPD • CompTIA Network+ ce • MSCA: Windows Server 2012 • CompTIA A+ ce Specialist in resolving issues in Windows 7/8/10 environments and bring a customer-centric focus, apply excellent communication skills and demonstrate empathy when dealing with frustrated customers. I have an intuitive ability to identify problems and explain complex technical concepts in an easy to understand way. I enjoy working collaboratively as part of a high performing team, bring a positive attitude to the workplace and work hard to help businesses thrive and stay ahead of the curve by providing fast, effective and world class customer service. On a personal level, I am a lifelong learner, enjoy travelling and exploring new countries and cultures, meeting people and trying local cuisine. When not travelling I enjoy fishing and learning about new and emerging technologies.

Experience

1. Help Desk Analyst Ii

   Robert Half

   Apr 2024 — Present · Sacramento, CA, US

   Provided IT support to a large user base of approximately 1,200 users in a Windows 10/11 and VMWare based virtual desktop environment, ensuring efficient resolution of inquiries and issues- Handled incoming calls and emails to the IT helpdesk, providing prompt assistance to users including judges, CEOs, Directors, deputies in courtrooms, etc- Remotely troubleshooted and resolved technical incidents using VMWare Horizon and Microsoft Endpoint Configuration Manager (MECM)- Provided technical support for Windows 10/11 OS, Office Programs like Outlook. Word, printers, scanners, Wyse thin clients, etc- Provided basic troubleshooting of Court-specific applications and escalating if necessary, to appropriate tier support- Triage incoming support tickets that required physical presence, to the field technicians based at different court locations- Utilize the Epicor ITSM ticketing system for tracking and resolving issues- Ensured the IT call center is operational from 7a.m. to 5 p.m, Monday through Friday, including monitoring the IT Emergency Hotline and providing prompt assistance to calls coming through it- Demonstrated ability to manage multiple tasks in a fast-paced environment- Averaged 15-25 tickets per day, depending on workload.

Education

• Western Governors University

  Bachelor of Science - BS, Cloud Computing (Incomplete)

• MTI College

  Associate of Arts and Sciences (AAS), Information Technology

  2016 — 2017

• MTI College

  Associate’s Degree, Network Administration and Security

  2015 — 2018

Skills

• Management
• Operations Management
• Warehousing
• Customer Service
• Sales
• Microsoft Office
• Project Management
• Security
• Microsoft Excel
• Account Management
• Windows Server
• Windows 7
• Windows 8
• Windows 8.1
• Windows 10
• Microsoft Exchange
• Active Directory Experience
• Active Directory
• Group Policy
• Remote Desktop
• Office 365
• Servers
• Technical Support
• Network Administration
• Windows
• Networking