SNSelina Niroula
@selinaniroula
Customer-focused IT Helpdesk specialist delivering Tier I–III support, systems administration, and cybersecurity.
United StatesWhat I'm looking for
I am a driven Customer Support Specialist with 10 years of experience providing Tier I–III technical support, systems administration, and cybersecurity services, grounded in a Bachelor of Science in Geology. I excel at troubleshooting, incident response, and maintaining secure, compliant environments using tools like Office 365 Admin Center, Azure AD, Intune, Active Directory, OKTA, and Mimecast.
At Children and Family Futures I deliver timely, personalized support, contribute to internal knowledge bases, monitor security alerts, and lead initiatives such as Google Ads, WordPress updates, and SharePoint configuration to improve user experience and efficiency. Previously, I supported 500+ users as a Service Desk Analyst, managing accounts, VPN and remote access, and partnering on system upgrades and cybersecurity efforts.
I am resourceful, collaborative, and growth-minded, committed to empowering users with clear documentation, onboarding support, and self-service resources while continuously expanding my technical and domain expertise in remote and hybrid environments.
Experience
Work history, roles, and key accomplishments
IT Helpdesk II
Children and Family Futures
Jan 2022 - Present (3 years 11 months)
Provide Tier I–III support and systems administration remotely, improving user experience and security posture by resolving incidents, maintaining documentation, and implementing workflow improvements. Led WordPress and SharePoint updates and supported onboarding and cybersecurity initiatives.
Service Desk Analyst II
MDRC
Jan 2017 - Jan 2022 (5 years)
Delivered Tier I–II support to 500+ users, managing accounts and permissions in Active Directory and Office 365 while supporting VPN/remote access and contributing to cybersecurity and upgrade projects. Documented procedures and expanded the internal knowledge base.
Technical Support Intern
Teachers College, Columbia University
Jan 2016 - Jan 2017 (1 year)
Provided hands-on campus IT support for equipment and labs, troubleshooting technical issues for students and staff and assisting with maintenance of lab systems.
Education
Degrees, certifications, and relevant coursework
Tri-Chandra Multiple Campus
Bachelor of Science, Geology
Completed a Bachelor of Science in Geology at Tri-Chandra Multiple Campus, focusing on geosciences fundamentals and field methods.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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