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Technical Support Customer Service

Hyattsville, Maryland, United States
January 25, 2018

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***** ******* ****,



IT Support Technician Computer Technician User Training Software/PC/Mac/LAN Troubleshooting

CompTIA A + Certified Professional with 8 years of IT support experience providing software, hardware, client / server and network technical support.

Success experienced in my many contracts linking my own company Jacob’s Co. with companies and organizations in my country Cameroon but also within JMILCO LLC here in the USA where I work part time. Demonstrated strengths in rapid diagnosis, troubleshooting and customer’s problems solving.

Was constantly commended for communicating effectively with both technical and non-technical users. Known for my excellent problem-solving skills and his patience with frustrated users.

Key Skills

Technical Troubleshooting

Hardware Configurations

Offshore Team Collaboration

Software Installs

LAN Connectivity

Problem Diagnosis

CCTV Installation, Monitoring

Printer Troubleshooting

Phone & Online Support

Client/Server Models

Preventive Maintenance

User Training/Support

Customer Service

Complaint Handling


Software: MS Office (Word, Excel, Outlook, PowerPoint, Access); VMware applications; Sales force; anti-virus programs Browsers: Chrome; Safari; Firefox; MS Edge; IE; SeaMonkey Navigator; Opera

Hardware: PCs, Laptops, Telephony Systems, Printers, Routers, Modems Networking: LAN & VPN/Remote Connectivity, TCP/IP

Platforms: Windows, Unix, NetWare Servers, Mac OS, PROFESSIONAL EXPERIENCE

JMILCO, LLC, Hampton Park Blvd, Capitol Heights, MD USA since July 2017 IT Support Technician

- Diagnose and repair desktops, laptops and peripheral devices

- Perform installation, diagnosis and repair of all computers

- Troubleshoot computer hardware and software

- Take apart and re-assemble computer systems as required

- Resolve network issues as and when required

- Manually set up computer systems

- Perform preventive maintenance by installing prudent software and hardware

- Provided technical support for the Windows XP, 7, 8, 8.1, 10 and Microsoft Office rollout

- Collaborated with end users

- Scheduled and upgraded desktops

Jacob’s Co Yaoundé – Cameroon, since July 2009 - June 2017 IT Support Technician

Working for: Small and medium Business Company, Transport company

- Project Manager

- Assembly, maintenance and troubleshooting of computers

- Design, install and configure Networks (LAN)

- sells and provides after-sales service for IT equipments.

“Diagnose, troubleshoot and resolve a range of software, hardware and connectivity issues. Excel in asking probing questions and researching, analyzing and rectifying problems.” Cameroon RED Cross Yaoundé, March 2010 to June 2012 IT Manager, Technical Support Supervisor

- Manage and lead IT Technician in security, network and systems (03 technicians)

- Understanding user needs and transpose to technical expression

- Troubleshooting computer and network issues on clients sites

- Install and De-install software of Legacy System

- Work as Internet Service Provider

GOLBAL TRANS DOUALA CAMEROON, from April 2010 to August 2011 Network Administrator

- Manage and monitor network

- Definition and deployment of security policies for network

- Administration of Windows Servers

LA CENTRALE INFORMATIQUE, YAOUNDE CAMEROON from December 2009 to 2010 Computer Technician

- Linux Systems Administrator

- Creating and configuring VLANS, Access Control List for security purpose

- Microsoft Windows Server 2000/2003/2008 Administrator

- Troubleshoot and upgrade computers


2008 IT Technician Diploma Don Bosco Technical Institut 2005 - 2008 Computer science in University of Yaoundé 1 Cameroun (DEUG) 2005 High School Diploma Government High school Tsinga Yaounde - Cameroon CERTIFICATIONS

2017 CompTIA A+ Certification

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