Shanti Rokka
@shantirokka
Experienced IT Support Engineer specializing in network and infrastructure.
United StatesWhat I'm looking for
I am an experienced IT Support Engineer with a strong background in providing technical support for networks, infrastructure, and Office 365 services. My journey in IT began with a passion for helping users resolve their technical issues, and I have honed my skills in troubleshooting hardware and software problems, managing Active Directory, and providing exceptional end-user support.
Throughout my career, I have successfully managed high-volume support calls, demonstrating patience and excellent problem-solving abilities. My experience includes working with various ticketing systems and tools, such as ServiceNow and TeamViewer, and I have a proven track record of ensuring user satisfaction through effective communication and technical expertise. I am also a Microsoft Certified Solutions Associate (MCSA), which underscores my commitment to professional development in the IT field.
Experience
Work history, roles, and key accomplishments
IT Support Engineer
Southern California Edison
Feb 2022 - Present (3 years 4 months)
Provided desktop support including software troubleshooting, Teams and email technical support, and remote assistance. Managed ticket dispatching, re-imaging laptops, and upgrading workstation RAM. Ensured effective project lifecycle management and user data backup to OneDrive.
PC Technician
Kaiser Permanente
Nov 2021 - Feb 2022 (3 months)
Set up and maintained hardware and software for technological equipment. Ensured data protection and privacy while configuring PC hardware and installing docking stations with multiple monitors.
Helpdesk I
LA COUNTY - Department of Public Social Services
Mar 2021 - Sep 2021 (6 months)
Provided technical support by upgrading RAM, re-imaging laptops, and configuring Cisco Communicator. Assisted users during deployment and managed data backup to OneDrive.
Desktop Support Technician
Los Angeles County
Oct 2020 - Nov 2020 (1 month)
Responded to technical queries and provided support for computer systems, software, and hardware. Managed user accounts and printer installations while dispatching tickets to appropriate groups.
IT Helpdesk Support
Pacific Global Shipping
Nov 2019 - Mar 2020 (4 months)
Managed user support and provided basic Active Directory and Exchange management. Handled Office 365 management, printer maintenance, and remote troubleshooting.
Desktop Support
Delta Global IT
Jul 2018 - Oct 2019 (1 year 3 months)
Provided desktop support for clients, including Active Directory and Exchange administration. Supported network connectivity and hardware maintenance for various clients.
Education
Degrees, certifications, and relevant coursework
USUniversity of Sunderland
Bachelor of Business Management, Business Management
Graduated in bachelor’s in business management.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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