Work Experience

Seneca Polytechnic – Toronto, ON | Sept 2023 – Sept 2024

Delivered real-time classroom support for instructors and students in hybrid (Hyflex) learning environments.
Resolved AV issues, network interruptions, and login problems quickly and calmly under time-sensitive conditions.
Guided users through remote tools, projector setups, printing errors, and hardware configurations.
Maintained professional and approachable communication with both technical and non-technical users.

Tech Exposure

Directory Services: Active Directory, Azure AD (user provisioning & access)
Ticketing & VoIP: Salesforce CRM (ticket lifecycle management), CISCO Finesse:Jabber VoIP
Endpoint Management: WebCheckout MDM (device tracking, loaner setup), MS Intune
AV Support: Crestron DMPS, projectors, wireless clickers, HDMI switchers
Collaboration: Microsoft Teams, Outlook 365, Zoom
Networking: IP/DNS, LAN, WAN, VLAN, HTTP/S, Switching/Routing, printer mapping, Wi-Fi diagnostics
Hardware Support: Laptops, desktops, scanners, printers, AV gear
Documentation: Asset checklists, SOPs, resolution logs

“Technical support isn’t just about knowing the answer — it’s about making someone feel supported while they find it.”

Seneca Polytechnic – Toronto, ON | April 2023 – Sept 2023

Managed and resolved 50+ weekly support tickets through ServiceNow, ensuring timely and documented solutions.
Administered Active Directory: account creation, password resets, group assignments, and deprovisioning.
Reimaged desktops and laptops, including BIOS configuration and OS deployment using internal SOPs.
Supported Flex classrooms and eLabs by inspecting and maintaining AV systems powered by Crestron DMPS.
Ensured communication between Tier I and Tier II teams via Microsoft Teams for streamlined escalation.
Onboarded/offboarded student loaner devices through WebCheckout MDM, ensuring smooth transitions.
Developed and updated equipment checklists and asset tracking for over 100 devices across multiple departments.

“I wasn’t just solving tickets — I was restoring productivity, one user at a time.”

WorldLink Communications – Butwal, Nepal | Jan 2021 – Dec 2022

“Where I learned to solve real-world connectivity problems — and think beyond the manual.”

Provided front-line technical support to residential and business broadband customers.
Diagnosed and resolved issues related to internet connectivity, router configurations, LAN setups, and signal loss.
Performed remote troubleshooting using network monitoring tools and guided users through step-by-step solutions.
Assisted in setting up fiber connections, Wi-Fi routers, and home networking solutions on-site when required.
Managed service requests, complaints, and escalations using the Salesforce CRM system.
Educated customers on safe browsing practices, proper device configurations, and routine network maintenance.

Tech Exposure

“It wasn’t just about fixing Wi-Fi — it was about building user confidence, one connection at a time.”