Customer Service Engineer

Abu Kamara

*** ********* ***, ****** ******, NY *0303 347-***-**** *******@*******.***

SUMMARY OF QUALIFICATIONS

• Comp TIA A+, MCP, MCSA, MCSE, CCNA Certified Professional with extensive

experience in IT support, consistently recognized for technical troubleshooting skills used to

rapidly and cost-effectively resolve challenging technical issues.

• Proficient in building, installing and assisting in the configuration of hardware, software,

peripherals, router, switches, firewalls, servers and network equipment; assisting in

troubleshooting and resolving all network related issues.

• Strong experience in installing, upgrading, diagnosing, testing and troubleshooting hardware

and software issues and performing computer and peripheral equipment repair.

• Expertise in providing networking/desktop support and installing software/hardware;

updating and patch management, configuring and maintaining user accounts with Active

Directory on Win2012, 2008R2, and Win2003 servers.

• Excellent experience assisting in security monitoring; performing fixes on broken PCs,

laptops, tablets, printers, scanners and other devices; assisting in performing cable and wire

drops, inventory management and asset tracking and disposition; HTML/Web site

development.

• Skilled in responding to and resolving support requests for the end users like Networking

Essentials and Introduction to Computers and Microsoft Office suite (Access, Word, Excel,

PowerPoint, Publisher, FrontPage and Outlook).

• Hands on experience in assisting/training users on different types of technology to resolve

computer related problems on supported software and hardware.

• Proven ability in providing technical support for problems with audio, video and network

cards, modems, hard drives, hard disk controller and PCI bridges and setting up network

using Ethernet topology, sliced and laid cables, installed computers and computer imaging.

• Excellent verbal/written communication, customer support and interpersonal skills

Skills

Certified in Desktop and Laptop software and hardware support, Microsoft Windows XP, Vista, Win 7 & 8

installation/upgrade, Laptop, PC hardware and Software troubleshooting, Peripheral installation, Cisco systems router,

switches, network cabling skills, servers firmware and hardware installations, LAN and WAN protocols, Windows,

Mac OS, Linux, Unix, Fiber optics, IP networks and Cisco network environment, network troubleshooting, TCP/IP,

DHCP, DNS, Microsoft Office and Customer support

Education

• Bachelor of Engineering, Fourah Bay College, University of Sierra Leone, Freetown

• Comp TIA A+ Certified Professional

• Certification in Microsoft, MCP, MCSA 2000, MCSE 2000, MCSA 2012, MCSE2012, and

Cisco CCNA

• Microsoft Certified Systems Engineer (MCSE) Certified Programs

• Windows Server 2012, Red Hat Linux and Cisco Hybrid networks

• Microsoft Certified Solution Expert (MCSE) 2012 Desktop Infrastructure – (Certified 2014

-2017)

• Microsoft Certified Solution Associate (MCSA) Server 2012 - Certified

• Cisco CCNA (recertified 2014 – 2017)

• Cisco CCNP routers and switches (Certified 2000 – 2008)

• CCNA – CISCO Routers and Switches ( Certified 2000 – 2008)

• Microsoft Certified systems Engineer 2000 (MCSE) – Certified

• Bachelor of Engineering in Electrical Engineering

PROFESSIONAL EXPERIENCE

11/ 2013 - present Desktop/Network Support Tech/ Lab Assistant Compu21 Tech School, NYC

Responsibilities:

• Respond to and resolving support requests for the end users.

• Perform hardware and software system configuration, maintenance, upgrades and

troubleshooting of workstations, laptops, mobile devices and printers.

• Created new students accounts, and assist in the training and orientation of new students in

the use of hardware and software and peripheral devices and helping students/staff scan

documents and handouts

• Supported network, PC and telephony adds, moves and changes as required.

• Assisted teachers by providing Audio/Video Conference support for presentations and

meetings.

• Configured iPhone, iPad, Black Berry and Android devices for staff/faculty and students to

utilize network resources.

09/ 05 – 8/13 Desktop Support /Network Technology Coordinator Jewish Educational Center, NJ

Responsibilities:

• Administered and supported the corporate domain and AD infrastructure, Installed Application software, updated and

patched servers, configure and maintained user accounts with Active Directory on Win2012, 2008R2 and Win 2003

Servers.

• Built, installed and assisted in the configuration of hardware, software, peripherals, servers,

workstations, and network equipment. Taught new Computer Technology to end users and

students.

• Troubleshoot and resolving all network related issues and assisted in security monitoring.

• Perform fixes on broken PCs, laptops, tablets, printers, mobile devices and peripherals.

• Assisted in performing cable and wire drops, inventorying management and asset tracking

and disposition.

• Respond to end-user support issues, scan handouts/document for teachers and students and

assisted Liberian in cataloging with Info Center. Setup Audio/Video conferencing with

Polycom, smart boards, projectors and other equipment for classroom and ballroom

presentations.

• Participate in daily and weekly backup and after hour’s production support maintenance

events.

• Assist in managing the VoIP phone, door access and contact center system.

• Provided technical support for problems with sound cards, video card, network card,

modems, hard drive, hard disk controller and PCI bridges and setting up network using

Ethernet topology, sliced and laid cables and performed computer imaging and rollouts.

• Updated Web Server with publication of student weekly newsletter and blog posts.

• Assisted in incident response, disaster recovery and business continuity.

• Administered and support Microsoft Exchange, SQL, Web, and Application servers.

• Administered corporate Citrix, VMware and EMC SAN infrastructure.

• Perform Cisco switch and router configuration and administration.

• Administered and support corporate Firewalls.

09/ 96 – 08/ 05 Network Technician/Adjunct Professor Interboro Institute, NYC

Responsibilities:

• Responsible for OS installation or upgrades, OS troubleshooting and other services

• Perform PC repair, upgrades, and service on a variety of Windows computers involving

system level diagnostics.

• Taught HTML/Web design, Microsoft Office, Networking Essentials and Introduction to

Computers.

06/ 86 – 08/ 96 Sr. Radio & Telecommunication Engineer Sierra Leone Airports Authority, Freetown

Responsibilities:

• Maintained Radio/Telecommunication Navigational and Landing aids (DVOR, ILS & Glide

Path)

• Responsible for OS installation or upgrades, OS troubleshooting and other services.

• Performed PC repairs, upgrades, and service on a variety of Windows computers involving

system level diagnostics

• Maintained Airport Security Equipment (hand held and walkthrough) and install VHF radios

on vehicles.

References: Available upon request

Contact this candidate