Customer Service Management
Resume:
STEED KIBONEKA
*.*****@*****.***
Objective
As a dynamic and “new technologies” enthusiast, I am seeking a challenging career in an IT and
Computer Network environment for the position of a Lead RDC Technical Support Rep, which
offers development and career growth opportunities. I am by nature and through experience very
innovative, a team player and a leader. I am confident I will bring good value to the organization
and positively contributing to its growth and success.
Education
2002–2006 FLORIDA ATLANTIC UNIVERSITY Boca Raton,
FL
• B.Sc. Management Information Systems (4 yrs) with emphasis in Information Security.
•
Technical Support Role experience
• Exceptional interpersonal and communication skills with strong emphasis on excellent customer service.
• Planning, scheduling and executing various IT projects as well as day to day management and
monitoring of the incident ticket queue.
• Working knowledge of Desktop virtualization using VMware.
• Hands on troubleshooting, installation and support for printers, computers, VOIP phones, handheld
mobile devices, video conferencing equipment, servers, LAN/WAN.
• Coordinating all the necessary aspects of testing, recommending hardware equipment and upgrading all
end user IT systems to Windows 7.
• Installing and supporting various hardware and software components for end users.
• Updating and maintaining training material of IT systems and end user documentation used for training.
• Understanding and utilizing ITIL best practices on service desk processes.
• Acting as a desktop Lead on various IT projects, mentoring and providing guidance to a team of desktop
engineers.
• Recommending new corporate IT strategies, successfully consolidating multiple enterprise AV servers to
a unified platform reducing maintenance contracts by about 20%.
• Asset management of desktop computers, laptops, printers and mobile devices.
•
•
IT Support and Hands on Computer Networking Experience
Technical Skills Summary:
Microsoft Windows 7/Vista/XP, VMware,Windows Server 2003/2008, MS Exchange
2008, SQL, BSD/Linux, MS Office Suite 2003/2007/2010, ServiceNow, Dell, HP,
IBM, TCP/IP, LAN/WAN, PXE, WDS, VPN, POINTSEC, Active Directory.
SCCM, Trend Micro Enterprise Antivirus, Symantec Enterprise Antivirus.
STEED KIBONEKA
3490 Quantum Lakes Dr.
*.*****@*****.***
Boynton Beach, FL 33426.
WILSHIRE ASSOCIATES Inc. 8/2009 –
Present
Associate, Technology Support.
• Leading various projects in deploying and supporting desktops/laptops, phone systems, video
conferencing and various wireless devices.
• Providing day to day computer and phone support addressing technical support issues.
• Updating and maintaining SLA documentation.
• Responsible for managing all aspects of antivirus deployment which entails testing, patching
and updating systems within the IT environment.
• Active Directory (AD) management, which includes account creation and removal, access
control groups as required by management.
• Asset management and allocation of computing devices as needed by IT.
• Performing security audits of systems, writing and recommending security policies and
ensuring compliance to security standards.
• Management of the enterprise blackberry server that includes account setup and removal as
well access restrictions through policy management.
• Acts as a resource for direction, training and guidance for the end users.
• Timely management of security and other related incidents using Service Desk Enterprise
(SDE, which is a BMC product).
• Management of the Trend Micro Enterprise Antivirus server.
J. GELLER & ASSOCIATES Inc. 9/2006 –
6/2009
Desktop Support Analyst (Consultant at 21st Century Insurance)
• Provided end user support and training to more than 3500 users in the company’s corporate
and satellite offices on IT related systems.
• Installed, configured and supported desktop/laptop computers, printers, phones and other
network devices; working directly with vendors if any repairs were required.
• Ensured that current software and antivirus updates were in place on desktop/laptops onsite
and at remote clients.
• Analyzed, logged, and tracked complex software and hardware matters pertaining to
networking issues that included printers, desktops and laptops .
• Planned, coordinated, and implemented operating system upgrades from Windows 2000 to
XP.
• Utilized tools like SMS and VPN to resolve software issues for remote clients.
• Coordinated resolution of escalated technical incidents with the Help Desk as well as
assisting the Help Desk team with technical phone support as needed.
• Utilized standard corporate tools (MAGIC and HEAT ticketing systems) to record changes,
service requests and problem activities for tracking purposes.
• Performed user moves and network peripheral re-allocation.
• Set up and support for AVAYA phone systems.
• Virtual Desktop Infrastructure deployments (VDI) set up and support using VMware.
• Support for Blackberry mobile devices.
• Setup and support for network and local printers.
• Support for Microsoft office suite products. (Office 2000 and 2003).
STEED KIBONEKA
*.*****@*****.***
Boca Networks, LLC Boca Raton, FL 11/2004 – 6/2006
IT Support Technician / Jr. NW Administrator
• Performed desktop support for windows XP, recommended and installed software and
hardware upgrades.
• Performed in-house maintenance and repairs for desktop computers and laptops.
• Provided technical assistance and desktop support for Dell and HP onsite and remote
locations.
• Threat monitoring using Symantec Antivirus and ensured current updates on all desktop and
servers.
• Created customized reports using Microsoft Excel.
• Edited and modified SQL query scripts to retrieve customer data from databases.
• Provided technical assistance to computer system users. Answered questions or resolve computer
problems for clients in person, via telephone or from remote location.
• Analyzed and observed the network to ensure network availability to all system users and perform
necessary maintenance to support network availability using GFILanguard Network Security Scanner.
• Planned, coordinated, and implemented security measures for information systems to regulate access to
computer data files and prevented unauthorized modification, destruction, or disclosure of information.
• Installed and troubleshot Windows 2000, XP and BSD operating systems.
• Monitored and ensured system integrity between hardware and operating systems.
• Tracked and removed computer viruses using Symantec Antivirus and ensure current updates on all
desktop computers.
• Recommended and installed hardware and software upgrades.
Contact this candidate