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nrscertifications/README.md

Narinder Sharma | IT Support & Service Desk Analyst

Information Technology professional focused on IT infrastructure support, service desk operations, endpoint troubleshooting, Linux fundamentals, and technical documentation. I specialize in building structured support environments and knowledge base documentation to support efficient ticket triage, SLA tracking and awareness workflows, remote troubleshooting, and clear technical handoffs.

Professional Focus

  • Service Desk Operations: Experience with ITSM lifecycle management using Jira Service Management, including SLA tracking, custom JQL queue organization, ticket triage, and documented escalation paths.
  • End-User & Hardware Support: Proficient in supporting Windows 10/11 workstations, mobile device support and management, printer/peripheral troubleshooting, account access resolution, and on-site hardware triage.
  • Systems Administration Fundamentals: Competent in Windows Server basics, Active Directory fundamentals, Entra ID concepts, BIOS/UEFI configuration, antivirus deployment, and endpoint patching.
  • Linux, Networking & Cloud Support: Hands-on experience with Ubuntu/Linux command-line usage, Bash fundamentals, SSH, file permissions, system navigation, TCP/IP, DNS/DHCP, Wi-Fi/Ethernet connectivity, VPN troubleshooting, and AWS Cloud Practitioner-level cloud support concepts.
  • Remote Support & Technical Documentation: Comfortable documenting remote troubleshooting steps, writing standardized incident reports, creating troubleshooting runbooks, and producing root-cause analysis (RCA) documentation to improve support consistency and reduce recurring issues.

Featured Repositories

jira-service-management-itsm-lab

Jira Service Management ITSM configuration lab focused on structured intake, agent-side ticket triage, JQL-based queue segmentation, SLA tracking, and escalation workflow documentation for service desk operations.

it-support-knowledge-base

An active Knowledge Base (KB) containing standardized incident reports, troubleshooting runbooks, and root-cause analysis for common end-user, mobile device, hardware, and account synchronization issues.

linux-fundamentals-and-security-labs

Linux lab repository documenting command-line exercises focused on SSH, file permissions, shell navigation, secure file handling, text processing, and foundational security concepts via OverTheWire Bandit Framework.

Technical Certifications

  • AWS Certified Cloud Practitioner
  • LPI Linux Essentials | NDG Linux Essentials

Career Direction

Currently pursuing Technical Support Analyst, Help Desk Analyst, Service Desk Analyst, IT Support Technician, and junior Tier 1.5 / Tier 2 support roles.

My focus is on building practical capability in ITSM operations, Microsoft 365 / Entra ID administration, Linux/Ubuntu support, remote troubleshooting, and infrastructure support. I am focused on applying my structured troubleshooting and technical documentation skills to efficient, high-performing IT support teams. Longer term, I plan to grow toward cloud infrastructure and security operations after gaining more production-level support experience.

Popular repositories Loading

  1. linux-fundamentals-and-security-labs linux-fundamentals-and-security-labs Public

    Linux command-line notes from OverTheWire Bandit, focusing on SSH, file navigation, permissions, searching, encoding, troubleshooting, and technical documentation.

  2. nrscertifications nrscertifications Public

  3. it-support-knowledge-base it-support-knowledge-base Public

    IT support notes covering Windows troubleshooting, internet connectivity issues, antivirus updates, system patching, and user support scenarios.

  4. jira-service-management-itsm-lab jira-service-management-itsm-lab Public

    Jira Service Management ITSM configuration designed to optimize ticket lifecycles using structured intake forms, custom JQL queues, and automated SLA tracking.