Resume

Puru Pokharel

IT Analyst | Tech Support Specialist

Dynamic IT Analyst and Tech Support Specialist with 15+ years of expertise in optimizing IT operations and resolving complex technical challenges. Proficient in advanced remote support tools, ensuring operational continuity and exceptional user satisfaction. Specialized in firewall management, virtualization, secure network architecture, and disaster recovery, with a proven history of enhancing system reliability and adaptability. Skilled in leveraging AI-driven solutions to innovate processes and maximize efficiency. Seeking to deliver strategic IT expertise in infrastructure, backend optimization, and device management to drive organizational success.

CORE COMPETENCIES

  • Remote IT Support
    • Adept at using TeamViewer, JumpDesktop, GoToConnect, and in-house remote management tools for efficient remote issue resolution.
  • Network & Security
    • Expertise in firewall management, DNS configuration, and IP troubleshooting in macOS, Windows or hybrid environments.
    • Proficient in data encryption, backup, restore, and disaster recovery solutions.
  • Web Hosting & Backend Management
    • Experienced in cPanel/WHM configurations, WordPress theme/plugin support, SSL, and hosting services.
    • Skilled in domain registration, DNS setup, and backend optimization.
  • Application Support & Device Management
    • Advanced troubleshooting of software applications and systems for optimal performance including virtualization tools and apps.
    • Extensive experience with Apple MDM tools (JAMF NOW/PRO) for seamless device integration and management.
  • System Administration & Hardware Management
    • Comprehensive experience in macOS, iOS, Windows, and Linux OS deployment, configuration, and troubleshooting.
    • Proficient in hardware upgrades, component diagnostics, and evaluation to provide repair recommendations, ensuring system reliability and preventing critical failures.

PROFESSIONAL EXPERIENCE

Manager – Apple Repair Club, Inc. — New York, NY | 2015 – Present

  • Artificial Intelligence Applications: Experienced in leveraging AI tools to research, write, generate content, implement solutions, and deliver productive outcomes efficiently with minimal time and effort.
  • Technical Consultation and Troubleshooting: Provide advanced technical consultation and troubleshooting for macOS/iOS, Windows and Android devices, ensuring system reliability and enhanced user experiences.
  • Secure SOHO Network Implementation: Design and implement secure SOHO networks with robust IP/DNS resolution and advanced authentication for primary and guest networks, ensuring seamless connectivity and security.
  • Data Recovery Expertise: Skilled in utilizing advanced analysis and restoration tools to recover critical data while ensuring minimal data loss.
  • Firewall and Virtualization Management: Proficient in configuring firewalls and deploying virtualization technologies such as UTM, VMware, VirtualBox, and Parallels to enhance platform adaptability.
  • Remote Support Expertise: Deliver efficient remote technical support using advanced tools such as Jump Desktop, AnyDesk, TeamViewer, GoToConnect, and LogMeIn Rescue to swiftly resolve client issues and ensure seamless operations.
  • Streamlined Device Management:  Creative in streamlining device management processes using MDM tools securely, improving operational efficiency across organizational environments:
    • Expertise in Cross-Platform Compatibility: Proficient in supporting and managing diverse operating systems, including Windows, macOS, Linux, iOS, and Android.
    • Secure Connections Management: Skilled in implementing encryption protocols (e.g., TLS, AES) to ensure data protection and maintain session integrity.
    • Unattended Access Capabilities: Experienced in remotely managing and troubleshooting systems without requiring user presence utilizing chat, video conferencing, and shared session features to enhance team coordination.
    • Real-Time Diagnostics Expertise: Skilled in monitoring system health, analyzing performance, and resolving issues efficiently.
    • Session Recording and Auditing: Competent in leveraging recording and audit tools for compliance, documentation, and training purposes.

EDUCATION

Bachelor of Science in Cybersecurity and Information Assurance (Ongoing): Western Governors University (WGU)

CERTIFICATIONS

— CompTIA A+       — ITIL-4 — ACMT

— Blockchain & Beyond — Ethics in Technology

TECHNICAL SKILLS

  • Operating Systems: Skilled in deploying, configuring, and troubleshooting macOS, iOS, Windows, and Linux environments for optimal performance.
  • Hosting Management: Proficient in managing cPanel/WHM, configuring DNS and SSL, and handling domain/sub-domain setups for reliable hosting solutions.
  • Data Recovery Tools: Experienced in using Terminal, Data Rescue, Target Disk Mode, and DFU to recover critical data efficiently.
  • Virtualization: Adept at leveraging VMware, VirtualBox, and Parallels for creating and managing virtual environments tailored to business needs.
  • Remote Support Tools: Proficient in using TeamViewer, JumpDesktop, and GoToConnect to provide efficient and secure remote support.
  • Programming & Scripting: Proficient in HTML for web customization and UX/UI enhancements, with basic knowledge of PHP and JavaScript for task automation and process optimization.
  • Remote Support: Skilled in diagnosing and resolving technical issues remotely using advanced tools to ensure minimal downtime and seamless user experiences.
  • Website Design: Design and manage simple, fast, secure and modern website based on WordPress content management system. Full backend and frontend support.

PROFESSIONAL REFERENCES

  • Ben Lee
    CEO at MTC Global
    • “He is a helpful and hardworking professional who excels in his field. I highly recommend him.”
  • Angela Keary
    Strategic Alliances, DriveSavers Data Recovery
  • “A quick, resourceful, and collaborative team player with deep technical insights.”