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Helpdesk support

Hyattsville, Maryland, United States
December 29, 2017

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**th August ****, USA

Address: **** ********** ******

Apt.104 Hyattsville MD 20781 Mobile: 240-***-****


Helpdesk Support with over 2 years of Helpdesk/Customer Service, both technically focused

and customer oriented. I am looking for a carrier that is both challenging and rewarding.


Bits Ink 17th Apr 16 to 05th Nov 17

Job Title: Tier 1

• Troubleshooting issues within Windows 10

• Deploy window 10

• Troubleshoot various Hardware, Software issues with desktops, printers and other peripheral devices • Troubleshoot local and network printers in coordination with various teams

• Resolve network related issues by troubleshooting connectivity, checking network cable, MAC Card, conducting loop back testing, checking IP addresses

• Reimaging computers, laptops and desktops using Norton Ghost

• Install/upgrade Windows Operating Systems when the computer is defective, had a blue screen of death and became inoperable

• Managing and maintaining users databases (Workstation names associated with users, location and type of device, etc)

• Manages Windows network (users, computers, printers, etc.) with Active Directory \Installing and configuring new equipment and software on the network and for customers

• Provide support (on site/through email and over the phone)

• Migrate users data from old PC to new when requested

• Backup users data before conducting migration

• Conduct regular patching and windows updates manually when clients failed to update from the Windows Update Service (WUS)

• Write Standard Operating Procedures on some step by step troubleshooting techniques maintenance agreements.

• Utilized a remedy ticketing system and service now to ensure all tickets were documented correctly

• Help users and clients identify and resolve issues on a regular basis

• Ensured that anti-virus software and security patches are routinely updated and functioning.

• Active directory management and maintenance to create accounts and reset passwords

• Assist user in resolving their technical issues via the phone, email and in person accordingly

• Conduct bi-weekly inventory of IT assets and report to management. Verify the proper label/barcode has been placed on each IT gadget for tracking purpose

• Document anomalies and issues.

• Provide application instructions for users.

• Perform reviews, walkthroughs, or inspections.

Fly International Company Ltd 8th Jan 14 to 12th Mar 16

Job Title: Costumer Support

Deliver service and support to end-users using and operating automated call distribution phone software, via remote connection or over the Internet.

Assist the end user community by recording, resolving, and responding to issues.

Support Windows 7, Microsoft Office products (Word, Excel, PowerPoint, Outlook), network connectivity, VPN connectivity, office telephone and voicemail usage.

Follow prescribed guidelines and procedures and seek guidance from technical lead as appropriate

Function as a single point of contact for problems referred by other individuals and departments by providing close loop on routine queries.

Ability to accurately interpret and fulfill customer requirements to achieve customer satisfaction.

Understand team and organizational support structures.

Gather client's information and determine the issue by evaluating and analyzing the symptoms.

Research required information using available resources.

Identify and escalate priority issues per Client specifications.

Organize ideas and communicate oral messages appropriate to listeners and situations

Cyber Soft 14 Aug 2013 to 17 Dec 2013

Help desk Support (Internship)


2:1 - Geology (BSc.) University of Buea, Cameroon Year completed: 2014

4 - A level

Computer Science - C

Physics - E

Mathematics - E

Biology - C

Government High School Buea Year completed: 2011

9 - O level grades B - C Government Secondary school Year completed: 2009


Comptia A+

CPR trainer


Keen interest in the environment, leadership, Teamwork and changing trend in technology.

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