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Detail-oriented and results-driven IT professional with 6+ years of experience in desktop support, system administration, service desk technician and customer service. Proven track record of providing frontline technical support, troubleshooting complex issues, and ensuring stable operation of network and infrastructure systems. Proficient in a hybrid work environment, delivering 24/7 monitoring and support for mission-critical systems. Highly skilled in using monitoring tools, diagnosing issues, and providing end-user support with a focus on continuous system availability. Familiar with ServiceNow and experienced in the installation, configuration, and support of hardware/software systems. Advanced
 6+ years
Extensive experience using various Help Desk systems such as ServiceNow, Jira, ManageEnginePlus, Twilio, Freshdesk,HEAT etc.
Technical Support & Troubleshooting
Advanced
6+ years
Proficient in resolving technical issues on Windows, macOS, and network environments.
Ticketing Systems Management
Advanced
6+ years
Experienced in managing and resolving tickets efficiently.
Remote Desktop Support
Advanced
7+ years
Skilled in providing remote support and troubleshooting for both hardware and software.
System Administration
Advanced
6+ years
Expertise in managing Windows Server, Active Directory, Linux administration.
Networking (TCP/IP, DNS, VPN)
Advanced
6+ years
Deep knowledge of networking protocols, configuration, and troubleshooting VPN and DNS issues.
Application Support
Advanced
6+ years
Experience supporting multiple applications including MS Office, O365, Citrix, and VPN systems.
Security (Antivirus, Firewalls, IDS)
Intermediate
6+ years
Hands-on experience with IT security tools like firewalls, IDS, and antivirus solutions.
Documentation & Knowledge Base Management
Advanced
6+ years
Proficient in documenting processes, creating user guides, and maintaining knowledge bases.
End-User Training & Support
Advanced
6+ years
Delivered technical training and support for users, ensuring smooth IT operations.
VPN Configuration & Remote Access
Advanced
6+ years
Configured and managed VPN access for remote users, improving connectivity and security.
Hardware Setup & Maintenance
Advanced
6+ years
Experience in system imaging, hardware installation, and managing hardware upgrades.
Customer Service & Communication
Advanced
4+ years
Strong client-facing communication skills, ensuring high levels of user satisfaction.
ITIL Framework & Service Delivery
Intermediate
3+ years
Familiar with ITIL processes, ensuring compliance in IT service management.
MDM (Mobile Device Management)
Advanced
6+ years
Worked on MDM device migrations and supported mobile device setups and security.
Microsoft Office 365 Administration
Advanced
5+ years
Expert in managing Office 365 environments, user accounts, and troubleshooting.
Project Management (IT Projects)
Intermediate
2+ years
Led several IT projects including system rollouts, migrations, and upgrades.

Experienced Technical Support Associate with hands-on technical troubleshooting and problem-solving experience. Highly skilled at resolving technical issues. Deep knowledge base and critical-thinking skills proven to consistently deliver effective first-call resolutions.

Results-driven IT Support Specialist with hands-on experience supporting enterprise and legacy POS environments in hospitality and retail industries. Skilled in diagnosing complex hardware, software, and network issues while maintaining PCI compliance and strong security practices. Experienced in payment terminal deployment, networking troubleshooting, remote technical support, and system recovery procedures. Adept at resolving high-priority incidents and collaborating with engineering teams to restore critical systems quickly.
Offering a solid foundation in technical troubleshooting and customer service, ready to learn and grow in atechnical support environment. Brings aptitude for developing solutions to hardware and software issues that employers seek. Ready to use and develop problem-solving and communication skills in a Tech role.

My career objective is to work in an organization where I can use my knowledge and skills to contribute to the growth of the company while passionately leveraging my expertise in WLAN technology to fulfil organizational goals.
3.8 years of professional experience in WLAN testing – 802.11 technologies. Good experience in 802.11 n/ac/ax testing both performance and functionality. Good hands-on experience in owning the project and test plan development for the new features and enhancements of existing features. Extensive experience in system testing, stress, stability and functionality on WLAN products. Extensive experience in developing Scrum test plans/sanity test plan and complete feature test plans. Good understanding in WLAN security protocols such as WEP, WPA, WPA2, and WPA3. Familiar with Wi-Fi technologies like roaming, OFDMA, MU-MIMO, and Beamforming/BSS coloring. Good understanding in WLAN STA Legacy power save, PS-Poll, QoS, WMM-PS, and TWT. Good understanding on MAC and PHY layer flow on data packets. Very good hands-on experience in 802.11 MC/11r/11k and all types of roaming concepts (PMK/OKC/FT/SubnetRoam/gradual Roam/Extreme roam/Abrupt Roaming). Good experience with packet sniffer tool: Wireshark and analysing the MAC frames. Hands-on experience in manual testing, including test plan development, test case execution, and comprehensive test data collection and log analysis (logcat, dmesg, cnss_logs, sniffer, and tcpdump logs). Actively involved in executing test cases and sending reports. Familiarity with bug tracking system - JIRA. Flexible and versatile to adapt to any new environment and work on any project. Excellent communication ability to coordinate with other project teams. Good presentation skills, quick learning and excellent team player having ability to meet deadlines.

Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Expert Service now and Remote user. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues.

Namita Ojha

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Technical Support Associate

Technical Support Associate

Education

Master of Computer Applications -

Bachelor of Science - Computer Science

Higher Secondary Education -

Secondary Education -

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Custom

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Technical Support Associate

Technical Support Associate

Master of Computer Applications -

Bachelor of Science - Computer Science

Higher Secondary Education -

Secondary Education -

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