Technical Support Desktop

Olivier Mukendi Tshieja Mpoy

**** ********** **, *** ***, Baltimore, MD 21237

Tel: 404-***-**** (C) – Email: ********@*****.*** ● LinkedIn

SUMMARY OF SKILLS

Detail-oriented professional with more than 7 years of increasing IT responsibility in a global and financial organization, supporting global IT desktop services, including implementing, configuring, patching, diagnosing, and troubleshooting windows based computers (laptops, desktops and servers; operational support for Windows Server and Networking, management for Microsoft Active Directory contents, and Backup software. Resolving local area networking issues to ensure connectivity to the Corporate network. Providing Level 2/3 technical support to end users, including software deployment using SCCM, Operating Systems configuration, update, and upgrade. Troubleshooting on site and remotely using Citrix and Remote Desktop. Extensive and comprehensive experience with Windows XP, 7, 8, 10, and Windows Server 2003/2008, hardware installation and configuration, including workstation, printers, scanners, POS, mobile computing, communication devices, and video conferencing systems. Self-starter, self-motivated, and initiatives taker in performing tasks. Basic Linux commands. Ability to quickly learn and apply new technologies. Bilingual in English and French. Excellent time management, task prioritization, and organizational skills with experience managing multiple assignments. Effectively interact with executive senior management.

TECHNICAL SKILLS

Certifications: CompTIA A+, DELL Certified Systems Expert (DCSE), ITIL Foundation.

Platforms: Windows XP, 7, 8, Windows Server 2003/2008/2012, MS Exchange Server, SQL Server.

Hardware: Desktops, Laptops, Printers, Print server, POS, Cat5 cabling, motherboards, modems, network cards, memories, circuit boards, mobile devices.

Applications: Microsoft Office Suite, Microsoft System Center Configuration Management (SCCM), Symantec Ghost, Service Now ticketing system.

Networking:

Active Directory, DNS, DHCP, Remote Access, IIS, DFS, Group Policy, TCP/IP, LAN/WAN, Wireless, Ethernet, VPN, Cabling.

Analyze, design, install, configure, and implement Local Area Networks, including servers, and related hardware and software.

PROFESSIONAL EXPERIENCE

NSC Global, Newport, DE November 28, 2016 – December 9, 2016

Desktop Support Technician

Assigned at BASF, Newport, DE.

Perform PCs Roll-out.

Image new computers (Laptops and Desktops).

Install and deploy at users’ desks.

Inventory and stack old equipment.

CTI, Hunt Valley, MD November 14-18, 2016

Window 10 Deployment Tech

Assigned at Catholic Relief Services (CRS), Baltimore, MD.

Perform Windows 7 upgrade to Windows 10 for all employees.

Check and update installed programs for compatibility, then proceed to Window upgrade.

Install custom applications, upgrade Microsoft Office 2010/2013 to 2016, update and configure Airwatch.

Modis, Baltimore, MD March 2016 – November 2016

Desktop Support Specialist

Assigned at Under Armour, Global HQ Baltimore, MD, on behalf of HPE.

Responsible for working closely with UA Employees, and team members to assist with technical support for new hires deployments and IT issues troubleshooting, including laptops, desktop computers, applications, and related technologies.

Install and deploy new hire computers, including laptops, PCs and MACs, and Cisco phones.

Perform problem identification, escalation and resolution.

Accurately testing, identifying, repairing, resolving, and documenting end user technical issues regarding basic network/desktop support, and printers.

Perform remote standard troubleshooting and installations of software and software upgrades using LogmeIn, or Remote Desktop.

Imaging new computers and reimaging old PCs using SCCM.

Prioritize end user support requests and service requests by utilizing SNOW (Service Now) ticketing system to track tickets and provide up-to-date status and information.

Move equipment associated with escalated help desk incidents and service requests.

Performing asset inventory activities as needed.

Independent Field Service Technician November 2015 – Present

Accepting calls/ticket from Work Market, Onforce, and Field Nation

Install and troubleshoot POS and other IT equipment.

Maintain, analyze, troubleshoot, and repair computer systems, hardware and computer peripherals.

Document, maintain, upgrade or replace hardware and software systems, including system board, hard drive, memory, CPU, cards on desktop and laptop.

Manage returns on warranted parts and systems.

Package and ship replacement and used parts to vendor.

TekPartners, Orlando, FL August 2015 – October 2015

Technical Support Analyst

Working on POS project at Walt Disney World, Orlando, FL.

Responsible for working closely with customers, technical analysts, and team members to help manage and perform tasks associated with the installation of tablet hardware and peripherals in the POS environment.

Perform problem identification, escalation and resolution.

Configuration, installation of POS, receipt/label printer, and scanners.

Communicate status of operations to allow for immediate response to service disruptions.

Assist in coordinating the efforts of supplier teams when needed to develop or sustain the application environment.

Pyramid Consulting, Inc, Chattanooga, TN March 2015 – July 2015

Desktop Support Technician

Working on infrastructure project in CHI Memorial Healthcare Systems, Chattanooga TN.

Install workstations, scanners, and other healthcare devices, including handheld scanners, badge readers...

Provide technical support on operational or maintenance aspects of system equipment.

Diagnose mechanical, hardware, software and systems failures, using established procedures.

Troubleshoot and repair computer systems and computer peripherals, onsite and remotely using Citrix and Remote Desktop.

Document, maintain, upgrade and replace hardware and software systems, including workstations setup and configuration, software and hardware installation and configuration.

Research, analyze, pilot and repair complex computer hardware and software problems

Assist special projects involving workstation software installs and configurations.

Analyze, log, track and resolve software/hardware matters pertaining to network connectivity issues (TCP/IP, Hardware, Operating System, DNS, DHCP, and Active Directory).

Software deployment using SCCM, and Ghost.

NCR Corp, Alpharetta, GA through Global Employment Solutions Feb 2014 – March 2015

Computer Repair Technician

Provide technical support. Respond to hardware issues. Maintain, troubleshoot, and repair various pieces of IT equipment; including computers, laptops, tablets, printers, monitors, POS, and other equipment. Maintain service level agreement (SLA).

Provide technical support. Respond to hardware issues. Maintain, troubleshoot, and repair various pieces of IT equipment; including computers, laptops, tablets, printers, monitors, POS, and other equipment. Maintain service level agreement (SLA).

Troubleshoot, repair and test servers, desktops, POS, and fuel controllers. Replace motherboards and all internal components.

Assemble, and apply Windows 7 image on servers. Install motherboards, modems, network cards, memories, circuit boards and related peripheral devices.

Test Windows 7 image on all standard hardware platforms (computers and POS).

Worldwide TechServices, Atlanta, GA September 2013 – October 2013

Field Service Technician

Assist users resolve diverse hardware and software issues. Ensure quick resolution of user concerns.

Answer calls and provide on-site support for DTS and Legacy systems.

Provide customer break/fix support for designated equipment, including desktops, laptops, and printers.

Perform installation, move, add and change (IMAC) as required.

Perform advanced troubleshooting of software and hardware problems to the DTS, Legacy systems, and interconnectivity problems.

Provide desk side support of software, hardware, and networking issues for desktops, laptops and servers.

Prepare and present performance/incident reports to the customer and Service Delivery Manager.

Control and return of assets and inventory.

Followed-up with customers on scheduled services and escalated problems to senior field service technicians.

Central Bank of Congo, Kinshasa, Congo (DRC) January 2005 – January 2012

Windows Systems Administrator & Desktop Support Specialist

Provided high quality customer service and technical support to 900+ users in a WAN environment (46 sites, 80+ servers, and 1,200+ workstations). Ensured proper maintenance of workstations, printers, and peripherals. Deployed new workstations and printers, installed operating systems, applications, and drivers. Configured network properties and hardware.

Manage server farm (a park of 80+ servers), Active Directory, which includes creating and managing user accounts, defining and configuring Group Policies.

Migrate 800+ workstations from Windows XP to Windows 7 using SCCM (Microsoft System Center Configuration Manager).

Provide PC Hardware and Software installation and troubleshooting, mobile computing and communication devices.

Manage and prioritize incident and request tickets, using Landesk Management System.

Provide PC rollouts, load images, push image out thru SCCM.

Provide technical support, documentation, project implementation management, and design modifications to meet business objectives.

Troubleshoot desktop, laptop, and connectivity problems onsite and remotely using Citrix and Remote Desktop.

Research, analyze, pilot and repair complex computer hardware and software problems

Assist special projects involving workstation software installs and configurations.

Perform maintenance of PC hardware components, including repair and components replacement (motherboard, CPU, memories, power supply unit, hard drive, etc.)

Install, update, and upgrade software for the business.

Participate in the continuous assessment and improvement of the quality of services provided.

EDUCATION

Associate’s Degree in Computer Network Systems, December 2014

ITT Technical Institute, Duluth, GA

Bachelor’s Degree in Marketing, July 2005

Institut Superieur de Commerce (Higher School of Commerce), Kinshasa, Congo (DRC)

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