Customer Service Support

Malachie Joannis

Trenton, NJ 754-***-**** ***************@*****.*** linkedin.com/in/malachy22

SUMMARY

Experienced IT Specialist in configuring networked computing devices, diagnosing, installing and maintaining software and hardware.

KEY SKILLS

Train & support End Users IT Asset User accounts monitoring & management IT Helpdesk tickets Computer maintenance Collaborative problem-solving Customer service Google Workplace Video-conferencing tools MS-Office Multiple operating systems platforms Self-directed work Working in teams Multitasking capability Strong work ethics Organizational leadership Multicultural competence Multilingual (French, Creole and English) …

TECHNICAL COMPETENCIES

Basic Active Directory SOHO network Deployment tools Network connectivity, TCP/IP diagnostics LAN, MAN, WLAN, PAN Ethernet OS (Operating System) Break Fix PCs, Laptops, Printer, Print devices, Scanners, Network equipment … Windows & Mac Softwares & applications Hardware (Motherboards, CPU, DIMM/DDR, HDD, SSD, PSU, Screen/monitor) CMOS/BIOS/UEFI Troubleshooting Backup/restore …

WORK EXPERIENCE

Welcoming Center, Philadelphia, PA Classroom Assistant, ESOL & Digital skills (Feb., 2024 to present)

Basic digital skills instruction Technical assistance to Instructor and participants

Welcoming Center, Philadelphia, PA Volunteer (Oct, 2021 to current date)

Front desk Advisory council Evaluator Computer skills co-trainer PC configuration and maintenance.

Owens & Minor, Bordentown, NJ Equipment Operator (Dec., 2023 to current date)

Amazon, Robbinsville, NJ Sortation Associate (Sept., 2023 to Jan., 2024)

Radio Tele Wisdom, Haiti / Trenton, NJ IT Technician / Technical Advisor (March, 2021 to current date)

System security Staff’s training Remote PC/Laptop repair & maintenance Customer support.

E-Tech, Haiti Administrative IT Manager (July, 2015 to March, 2021)

Planning troubleshooting System security Staff’s training Inventory Customer support.

Marie-Anne High School, Haiti IT Systems Technician and Trainer (Sept, 1999 to June, 2015)

Training Network administration Troubleshooting Software Installation Security Inventory.

EDUCAbTION

Udemy / SkillsBuild Network+ / Security+ (Sept. 2023 to current date)

Per Scholas, Philadelphia, PA. IT/Desktop Support - A+ Certification (Oct. 2022 to Jan. 2023)

Haiti State University Law Degree (Oct. 2012 to Aug. 2016)

American University of Modern Sciences of Haiti (UNASMOH) Computer Science (Oct. 2000 to Jan. 2005)

Julien CRAAN Business School Accounting and Business Math (Oct. 1993 to Sept. 1995)

TRAINING & PROFESSIONAL DEVELOPMENT

The Welcoming Center, Philadelphia, PA (Sep. 2021 to Sep. 2022)

Immigrant Leadership Institute (50 hours of community work) Demonstrating Leadership Growth and Inspiration (Special Mention Award) Beyond Culture Shock: Next Steps to Success Social Connections Leading Through Language Collective Leadership Citizen Immigrant Rights Economic Inclusion.

ITEC / Research and Information System, RIS, INDIA (2019)

Brigham Young University, BYU Pathway Connect Certificate - Pathway Worldwide (2019)

Rotary International Leadership Institute, Sunshine Division (2017)

China Ministry of Commerce / Chambers of International Commerce Belt & Road Economic & Trade (2017)

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