# Sandeep Sapota - IT Support Specialist
Source: https://hello.cv/sandeepsapkota
Sydney

## Links
- LinkedIn | https://www.linkedin.com/in/sandeep-sapota-a7a7b8222/

## About
Highly effective IT Support Specialist with over 3 years of hands-on experience in Level 1 and Level 2 support, specializing in optimizing IT operations and enhancing user productivity. Proven ability to resolve complex technical issues, streamline onboarding processes, and implement robust security solutions in fast-paced enterprise environments, consistently achieving high user satisfaction.

## Work
### IT Field Tech Associate | Citi Bank
https://www.citibank.com.au/
Currently serving as an IT Field Tech Associate at Citi Bank, providing advanced Level 2 support to over 300 end-users, ensuring high resolution rates and operational efficiency within a dynamic financial environment.
- Delivered Level 2 IT support to over 300 end users, resolving 95% of tickets within SLA timeframes, significantly minimizing downtime.
- Led IT onboarding and offboarding for an average of over 7 staff members per month, managing accounts and access using Active Directory, Azure AD, and MS O365, which reduced user setup time by 30%.
- Resolved 95% of user-reported software, hardware, and network issues independently, enhancing user productivity and achieving high satisfaction ratings.
- Managed and supported Virtual Desktop Infrastructure (VDI) environments, assisting users with virtual desktop login, application access, and performance issues.
- Configured and maintained MS O365, VPNs, endpoint security tools, SharePoint, and Exchange Online, strengthening system security and accessibility.
- Created comprehensive documentation and user guides, reducing repetitive tickets by 20%, and coordinated with vendors to troubleshoot hardware replacements.
### IT Support Officer | Total IT Global
https://
Served as an IT Support Officer at Total IT Global, responsible for comprehensive IT infrastructure setup, maintenance, and end-user support across multiple office locations.
- Installed and configured over 100 PCs and peripherals across multiple office locations, contributing to seamless user setup and reduced downtime.
- Maintained user accounts and group policies through Azure Active Directory, managing routine tasks including password resets and account creation for efficient user management.
- Troubleshot and resolved technical issues efficiently, escalating complex problems to senior staff to ensure timely resolution and minimal disruption.
- Performed critical data backups using OneDrive and created standardized system images, enhancing data integrity and facilitating rapid system deployments.
- Ensured high levels of end-user satisfaction by delivering effective and responsive support, contributing to improved operational continuity.

## Education
### Kings Own Institute | Information Technology
https://koi.edu.au/

## Certificates
### Cisco Certified Network Associate (CCNA)
Cisco | https://
### CompTIA Security+
CompTIA | https://

## Skills
### Support Tools
Proficient
- ServiceNow
- Remote Desktop
- Datto RMM
- SCCM
### Systems and OS
Proficient
- Windows 11
- macOS
- Microsoft 365
- Azure AD
### Networking
Proficient
- TCP/IP
- DNS
- DHCP
- VPN Support
### Asset Management
Proficient
- IT Hardware/Software Inventory
- Stock Lifecycle
- Audits
### Security
Proficient
- MFA
- Endpoint Security
- Access Control
- VPN
- Remote Desktop Tools
### General IT Support
Proficient
- Printer/Scanner Support
- Mobile Device Configuration
- IT Onboarding/Offboarding
- Virtual Desktop Infrastructure (VDI)
- SharePoint Setup
- Exchange Online
- Documentation
- Vendor Coordination

## Source
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