EDLOM KANDJA

Mobile: 240-***-****• E-mail: ad3njk@r.postjobfree.com

U.S. Citizen

PROFESSIONAL SUMMARY

A recent graduate with entry-level work experience, specializing in information technology, system administration, troubleshooting, and technical support. Adept at collaborating with diverse IT teams to identify solutions for complex technical issues. Expertise in interfacing with customers and providing end-user support. EDUCATION

High School Diploma Bowie High School, May 2020

CERTIFICATIONS

Google IT Tech Support December 2022

PROFESSIONAL EXPERIENCE

IT Helpdesk Technician/Data Entry Technician January 2022- April 2023 QAI Fulton, MD

• Recorded and compiled data reflecting client behavior, utilizing Excel's functionalities for comprehensive tracking and enhanced visibility.

• Troubleshoot Tier I technical issues for 20-30 customers per day, field inquiries, diagnose problems, perform root-cause analysis, and identify solutions.

• Attended meetings with IT to discuss recurring technical issues and integrate solutions into the knowledgebase to improve resolution times by 15%.

• Facilitated training sessions for team members on best practices in data entry, Excel usage, and maintaining data integrity within IT systems.

• Employed data entry techniques to update and maintain inventory records for computer hardware, software licenses, and other IT equipment.

• Oversaw computer configuration, troubleshoot software and hardware issues, and provide training to end-users.

• Proficiently scanned various documents and meticulously entered data into Microsoft Excel spreadsheets, ensuring accuracy and completeness.

• Collaborated with IT and other departments to extract relevant data, perform analysis, and create reports or presentations for management review and decision-making processes.

• Maintained the security as of client computers and data by ensuring operating systems updates and virus protection software are installed as well as finding and eliminating malicious applications.

• Established a systematic approach to track and manage all records, facilitating easy retrieval and analysis of information when needed.

• Oversaw queue’s and assigned tickets to other employees based on work load

• Assisted in resolving technical problems with Local Area Network (LAN), Wide Area Network (WAN), and other systems

• Worked from ticket queue to complete work orders in a timely manner to meet department and customer service objectives

• Managed Identity and Access Management provisioning, supporting, and disabling user accounts and profiles

• Participated in establishing rotating on-call schedule, providing 24/7 support on a periodic basis.

• Verified and cross-referenced data entries for consistency and precision, maintaining a high standard of quality control.

• Diligently documented every reported issue, promptly resolving them and maintaining an organized log of problem-solving actions taken.

IT HELPDESK TECHNICIAN JANUARY 2021 – JANUARY 2022 Prime Elite Management Arlington, VA

• Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance

• Deployed, maintained, and operated multiple devices such as PCs, data projectors, iPads, smartphones, and sound systems

• Assisted in installing and maintenance of the networking infrastructure Edlom Kandja

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• Helped transition wireless network from hot spots to 100% signal coverage by installing upgrade switches, Aps, and routing Cat5 cable

• Provided customers of client that manufactured electro-mechanical devices

• Responded to inbound calls and e-mails

• Consistently demonstrated comprehensive product knowledge and represented the customer enthusiastically and professionally

• Earned a reputation for genuine desire to provide outstanding customer services to callers and for exercising great patience, always demonstrating empathy for the problem callers were facing, and the ability to effectively diffuse situations involving callers under pressure

• Assisted with physical PC workstation moves (Pc’s, monitors, phones)

• Oversaw queue’s and assigned tickets to other employees based on work load

• Managed Identity and Access Management; provisioned, supported, and disabled user accounts and profiles

• Installed workstations, laptops, printers, and other desktop related equipment directed by service request tickets, including asset tracking and systems monitoring

• Collaborated cohesively with fellow team members, management, escalation points, and vendors to ensure right solutions are implemented and sustained.

Program Management:

Jira, Office 365 (Word, Excel, PowerPoint, SharePoint) Languages

French

ANALYTICAL SKILLS

- Strong critical thinking/analytic skills, creativity, and a proven drive for quality

- Strong consultative skills, ability to interface effectively with technical and non-technical leaders

- Strong organizational skills and ability to stay focused while managing multiple tasks concurrently

- Strong attention to details

- Excellent written and oral skills with ability to deliver and drive to closure

- Strong relationship building skills and ability to collaborate with multiple stakeholders at various levels across the organization

- Strong analytical skills with the ability to manage complex categories with minimal supervision and developing collaborative partnerships

- Strong analytical skills that show the ability to define, collect, analyze data, establish facts, draw valid conclusions, and make fact-based decisions

- Basic knowledge of collaborating with Python, Java, Ubuntu, and other programming languages

- Windows OS, Mc OS

- Customer support

- Remote Access Software

- Software Installation and Maintenance

- Expert knowledge in Microsoft Office

- Service Now

- Installed Security Onion 2

- Initiative-taking and able to demonstrate excellent time management and organizational skills

- Information Technology

- Troubleshooting

- Team Leadership

- Client relations

- Root-cause Analysis

- Identity Management

- Access Control

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Edlom Kandja

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Edlom Kandja

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