Kamal Dhakal
Columbus, OH 43230 • (904) 422-0167 • kdhakal093@gmail.com
Experienced computer technician ready to dive into a full time career with a recognized, diverse
organization. Dedicated team player and always willing to assist co- workers, supervisors, and clients
in a cooperative manner. Hardworking associate with a strong ethical background and exceptional
communication skills.
Motherboard replacement Windows 8/ Windows 10 Printer installations
Imaging Windows XP Memory installations
Windows 7 Windows Server 2003 Hard drive installations
Mac Devices Troubleshooting network LAN, broadband, and VPN
Relevant Experience
Consistently received a 100% rate of customer satisfaction. Excellent writing and editing skills.
Experienced in meeting goals in a results-oriented environment. High proficiency in Excel, Word,
PowerPoint. Excellent presentation skills. Excellent organizational skills and a strong attention to
detail. Ability to effectively manage multiple tasks and projects. Experience with a Service
Management tool, such as HP Service Center or Service Now. Trained 500 hours hands on repair
computers, cell phones, printers, laptops, and Mac.
Experience
Everest Lending Group 03/2021 to Present
Loan Officer
● Evaluated loan applications and determined financial eligibility based on creditworthiness,
income and collateral.
● Guided clients through the loan application process, explaining various loan products and
terms.
● Conducted thorough credit analysis and reviewed financial documents to assess risk and
make informed lending decisions.
● Ensued compliance with regulatory requirements throughout the loan origination process.
● Collaborated with underwriters, appraisers, and title companies to expedite loan approvals.
● Provide ongoing customer support and addressed inquiries regarding loan status and
documentation requirements.
Abercrombie & Fitch 06/2018 to 02/15/2022
IT Service Desk Specialist
● Engaged with Abercrombie associates located throughout the world utilizing phone, email,
chat, and remote communication technologies to provide service.
● Assist corporate associates with Windows 7, Windows 10, the VPN issues, map a network
drives, map a printer, setup a desk phone, troubleshoot Outlook issues, Lotus notes, RMS
application, adobe acrobats, adobe readers, java software, unlock the users account/ reset
passwords, installing, configuring software, hardware and network via SCCM.
● Monitoring system performance and troubleshooting any problems reported by users. Support
stores with their network connectivity issues, phones, registers issues, sigcap devices, eusr
scanners, pricing issues, associate login, Ipad, mobile devices, printers etc.
● Document incidents, comments, and resolutions within the incident management system,
utilizing available knowledge resources.
● Managed Active Directory user, computers, and memberships. Account unlocks and password
resets.
● Troubleshoot printers remotely, reimage the printer via online portal, order supplies via online
portal and escalate problems to vendors when necessary.
● Follow up with the users to make sure everything is working fine on their ends.
● Support Macs troubleshooting, imaging, install apps etc via JAMF
Spectrum 05/2017- 06/2018
Tier-3 Tech Support
● Provide residential customers with high level technical support for Spectrum Internet & Home
Phone.
● Answer phone calls with regards to specific issues on customer accounts.
● Follow escalation procedures to respond to out of service conditions while utilizing great
analytical skills.
● apply advanced product knowledge and problem-solving/troubleshooting skills, including
decision making skills, in such areas as, but not limited to, basic customer service inquiries,
supplying updated product knowledge to customers, matching customer interests to services
available, placing orders and performing data entry in a billing and ticketing system.
● Proactively monitor and identify digital phone and networking issues before they become
customer impacting.
● Support Provisioning and Completion of Digital Phone orders. Manage changes for existing
customer accounts.
● Utilize software to remotely identify and diagnose issues pertaining to digital phone
infrastructure.
● Managed a variety of user accounts, assisted with access permissions, and password resets.
US Together Inc. 10/2016 – 04/2017
Intensive Case Management
● Provide mobile case management services in areas such as, Independent living skills, housing
stabilization, money management, community integration, employment linkage, benefits
establishment, linkage to community providers for substance abuse, primary and mental health
care, and other services needed to assist clients in reaching their treatment plan goals.
● Provide strength-based case management and service coordination services designed to assist
clients in obtaining and maintaining stable housing.
● Collaborate with clients to develop individualized treatment plans that address short and long
term goals.
● Provide on-going case management support to assess progress and ensure treatment plan
outcomes are either met or changed if necessary.
● Recruit 12 volunteers per year, train them and participate in volunteer orientation and provide at
least three hours of services each year.
● Provide crisis intervention services focused on enhancing the clients’ ability to independently
problem solve, utilize effective coping skills, and manage and self-coordinate their own care.
Chase (contract) 01/2016 – 06/2016
Help Desk
● Actively own and resolve ATM incidents that are generated via the standard monitoring tools,
working closely with ATM vendors and other internal or external partners. Provide excellent
customer service.
● Ensure incident documentation is well-written and easily understood and actionable by
vendors and partners.
● Ability to develop extensive knowledge of ATM processes and technology. Utilize a number of
supporting systems; effectively multitask.
● Demonstrate the Shared Values and Behaviors (Service, Collaboration, Innovation, Ownership
and Integrity) when working with customers and fellow employees to create a positive
customer experience and working environment.
● Operates within standard operating procedures and guidelines. Receives and resolves
incoming telephone service calls within SLA.
● Troubleshooting network connectivity, including LAN, broadband and VPN, 802.11 wireless
and cellular-based internet services (such as Verizon MiFi).
● Experience using and troubleshooting email applications, such as Outlook or Lotus Notes.
● Experience using and supporting the use of smart phones for business, including the use of
business email applications such as Good Mobile.
● Experience on using different platforms to troubleshoot the ATM machines. Worked on Base
24 platform to troubleshoot the ATM and used Eagle for the ticketing systems.
Verizon (contract) 03/2015 – 05/2016
Helpdesk
● Assisted users via phone and email to provide timely and accurate case updates and
resolutions.
● Use telephones to reach out to customers and verify account information. Greet customers
warmly and ascertain problems or reason for calling.
● Take payments information and other pertinent information such as addresses and phone
numbers.
● Responsible for acting as a liaison between customers and companies. Assists with
complaints, orders, errors, account questions, billing, cancellations, and other queries. Utilize
computer technology to handle high call volumes.
● Work with customer service managers to ensure proper customer service is being developed
Compile reports on overall customer satisfaction.
● Troubleshooting and using Windows based operating systems in a corporate environment.
● Managed a variety of user accounts, assisted with access permissions, and password resets.
Elford Inc. 06/2014 – 08/2014
System Administrator (Internship)
● Deep experience, positive communication, consistent values, discipline, execution, and a solid
commitment to getting it right or making it right. Working on computers, bills, printers, files, and
Excels.
Limited Brands 10/2013 – 12/2014
● R&R Merchandiser
● Product knowledge, quality focus, customer focus, organization, client relationships,
promotions, reporting skills, attention to details, competitive analysis, and job
knowledge.Printer installation, troubleshooting the PC’s and the network.
● Replaced the motherboard, escalated the customer issues with their log in issues.
Education
Per Scholas – IT Training – Columbus, OH 2015
CompTIA A+ Certified and Networking
Jacksonville University- Early college Program- FL 2012
Course-works & Business MGMT Graduated
Affiliations
● Member of Bhutanese Nepalese Columbus Community (BNCC)
● Member of Bhutanese Association Students Organization (BASO)
● Team leader of sports in our community & I usually help people in our community to help their
troubleshooting for computers, printers, modems, routers, and mobile devices.