Customer Service It Support

Benjamin Mbong

Senior-level IT Support professional

Cybersecurity Professional

Email: *******@*****.*** Phone: 281-***-**** LinkedIn: www.linkedin.com/in/benjamin-mbong-76b0284b

Summary:

Seasoned IT Support Technician; Dedicated and detail-oriented with 15+ years of extensive experience providing IT support, threat analysis, network security, incident response & technical assistance.

Skilled in vulnerability assessment, penetration testing and risk management. Passionate about customer experience, safeguarding digital assets and ensuring data integrity. Well-versed with desktop / mobile device management, ITSM & Service-Now, SCCM, KB Creation, Office 365, Microsoft Windows Management & Migrations, Disk Imaging, Configuration Management, Software & Hardware troubleshooting & diagnosis. Proficient in utilizing industry best practice tools & technologies (NIST).

Education & Certifications:

BSc. Computer / Electronic Engineering Technology

Practice Workflow and Redesign Analyst (HITECH Health IT)

CompTIA A+; CompTIA Security+; MCP / MCDST ***Certified 2023 Nov.

ITIL Foundation; ITSM, Service Now; SCCM ***Certified 2020

VMWare Data Center / VCloud Automation Center (vCAC) ***Certified 2016

Microsoft 365 Fundamentals and Endpoint Administration***Certified 2023 Nov.

FIVE KEYS RECOGNITION AWARD from JP Morgan Chase

Technical Skills:

MS Azure, Exchange & Server 2013 – 16, Office 365, Windows 10/11, SharePoint.

Vulnerability assessment; Incident Response (Log analysis, Threat detection)

System Admin: Active Directory; Quality Assurance, Problem solving (Process Improvement).

Update and write New Knowledge base articles (KB)

Network Security / Configuration: Firewall: IDS/IPS, VPN; TCP/IP, SIEM. LAN/Wifi

Audio / Video Conferencing; Microsoft Intune; iOS, Android phones tablets.

Active Directory, Remote Desktop, Mobile Device management; Deployments.

Customer Relationship management (CRM), AWS Identity and access management (AWS-IAM), Service level agreement (SLA). SNOW Service Delivery. Routers and Switches.

Project, Capacity, and Planning Management. Perform project-based work, execute project plans, and meet deadlines.

Multitask & follow processes / policies.

Troubleshoot IT related issues (Desk Phones, PC, Servers, Printers, Networks, Smartphones,)

Customer support and Communication skills (written & verbal)

Team Building, Client Relations & Presentations,

Reading, execution and creation of comprehensive Engineering drawings as well as interpreting manufacture manuals and schematics. Disk & Media Encryption.

OS image- MS Auto Pilot and asset management (Deploy, maintain and manage end-user assets).

Software installation and Data Synchronization. Configuration and Patch management

IT Procurement and RMA

Professional Experience:

INFRAMARK:

Information Technology Support Engineer : Mar 2020 – Present

Monitor performance of information technology systems to determine cost and productivity levels then make recommendations for improving the IT infrastructure.

Manage company network services: users, permissions, workstations, Single Sign-On, VPNs

Install, configure and maintain company computers, Printers, Phones (Android and IOS)

Resolve network and connectivity issues (LAN, Wi-Fi, VPN)

Monitor security alerts and events from various sources, including security information and event management (SIEM) systems. Use of NGFW to protect against cyber threats. Work closely with incident response teams (IRT) to contain and eradicate security threats.

Install and configure critical & specialized software, related services, tools, and operating systems

Proactively manage and resolve inquiries and requests within the support queue to ensure issues are resolved comprehensively, meeting or exceeding ticket SLA levels

Optimize deployment processes, and keep systems (and users) running happily.

Apply my knowledge in Engineering, IT and business to advance organizational goals

Design and deploy new IT systems and services; SCCM Patch management & Deployment.

INFOSYS: (Contracted to BP / BPX ): Jan 2018 to Mar 2020

Systems Engineer: End User Computer Support

Install, Deploy, provision, configure, upgrade, troubleshoot (Break/Fix) and repair of Dell and HP desktops / laptops, printers and other peripherals.

Provide solutions and support for different software’s used by hundreds of users. Support and maintain user accounts, rights, security and groups (Active Directory).

Provide first call resolution or else coordinate other resources & escalate the issue.

Use of SCCM for software and Asset management to assign, retire and order new assets.

Image computers to be used for deployment.

Communicate with associates to determine the nature of a problem and course of action to resolve all PC, mobile communication device, printer, and LAN/wireless issues. Conduct audits for unlicensed software and assist with in-house projects as needed including image testing.

Setting up conference rooms for use with meetings.

Store and Maintain confidentiality of all legal hold data records.

Support other applications - Auto Desk, MS Teams, Open Wells, Concur, etc.

Android and iOS support

Project leader for Windows migration project and point person for Microsoft during conversion from Skype to Microsoft teams.

Identify and raise quality concerns regarding ticket handling and closure that hinder proper trend analysis. Assist users with technical issues, malware removal and updates.

Conduct regular vulnerability assessments and penetration tests to identify security gaps.

Implement security best practices across the organization & security awareness training for employees. Maintain security documentation.

Collaborate with cross-functional teams to remediate vulnerabilities and improve security posture.

Monitor network traffic and event management (SIEM) for anomalies and respond to incidents promptly.

JP Morgan Chase Bank: Mar 2016 – Nov 2017

Systems / Business analyst.

Installation, Deployment, provisioning, configuring, upgrading, troubleshooting (Break/Fix) and repair of Dell and HP desktops and laptops, printers and other peripherals

Research and resolve technical issues, documenting, tracking and monitoring the problem to ensure a timely resolution. Contact manufacturer if need be for OEM software/parts

Onboarding users into active directory and providing other support issues like password resets

Manage and update patches and updates to OS and all related software

Provide Office 365 email support, Android/IOS mobile/data devices (smart phones and tablets.)

Enable/Disable/Add/Re-claim clusters and LUN’s in vCAC; Product life cycle

Run Workflows and Primes

Onboard new supply in SAMI db., VSI / PSI Tracker / TAMS Inventory

Perform Asset Management duties including inventory of all computers and peripherals, complying with standards for deployment, collection, and disposal of assets

Identify and provide input to problem trends with the goal to stabilize and improve user experience

ANADARKO Petroleum (Longview Systems): June 2013 – Dec 2015

Systems Engineer – EUC Support Lead

Provide effective IT global support across virtual and physical desktop platforms for all computer hardware, software, peripherals, Smart Phones and Tablets. Clarify technical issues and resolve problems. I own the problem through to a resolution!

Support & maintain user accounts, rights, security and groups to provide first call resolution.

Train and mentor junior technicians on increasing efficiency and productivity

Provide a facilitation role between other IT departments and the Global support team, sharing responsibilities and knowledge across all ITS groups and business lines

Support for more than 800 different software’s / applications used in Oil and Gas explorations as determined by LOB while ensuring compliance with licensing terms

Identify and raise quality concerns regarding ticket handling and closure that hinder proper trend analysis

Conduct regular vulnerability assessments and penetration tests to identify security gaps.

Implement security best practices across the organization & security awareness training for employees.

Projects:

-Lead migration from Shoretel phone system to Microsoft Teams phone. Test, assign and deploy new MS Teams numbers to all company employees. Facilitate training on how to use their new phone system.

-Lead in simulated attack on the company’s network to identify weakness and improve defenses. . .leading to the heavy use of Microsoft defender and Crowdstrike software

-Coordinate with vendors and other outside companies for RMA issues, End of Life equipment, and procurement of New Equipment.

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