Pramod Koirala
IT Support Specialist | Microsoft 365 | Active Directory | Networking | CompTIA Network+ | Customer Service | Technical Troubleshooting | PC Imaging
- Role
- IT Support Specialist at Nexus Shields
- Location
- Columbus, OH, US
- LinkedIn followers
- 500 followers
About Pramod Koirala
IT Support Specialist with over 3+ years of experience in MSP environments, known for delivering outstanding customer service and clear communication. Skilled in troubleshooting, problem-solving, and guiding non-technical users with patience and clarity. Highly adaptable and detail-oriented, ensuring reliable IT operations and optimal system performance. Committed to continuous growth, technical excellence, and contributing to a collaborative team environment.
Experience
IT Support Specialist
Jan 2024 — Present · San Antonio, TX, US
Resolved 10–15 escalated tickets daily with timely SLA compliance and strong customer focus.Supported Microsoft 365 apps (Teams, OneDrive, Outlook, SharePoint) for smooth user productivity.Managed Active Directory users, groups, and Group Policies for onboarding and offboarding.Maintained Entra ID sync, MFA, and Conditional Access configurations.Configured and troubleshooted shared mailboxes, permissions, and mail flow in Exchange Online.Assisted with Intune and Autopilot device enrollment and management.Handled Windows Server tasks: DNS, DHCP, file sharing, and RDP setup.Performed server backups and recovery using Veeam and Symantec Backup Exec.Handled Tier 1 escalations, providing advanced troubleshooting and mentoring junior technicians.Created clear technical documentation and guides, cutting repeat tickets by 20%.Collaborated across teams to streamline workflows, achieving 15% faster resolution and 98% user satisfaction.
Education
University of Louisiana Monroe
Bachelor of Science, Applied Mathematics
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