Service Representative It Infrastructure

SEDJRO KEVIN KOAKANOU

*** ***** ******** ******, **********, PA 17109

(Cell) 717-***-****

**************@*****.***

LinkedIn profile URL: www.linkedin.com/in/sedjro-koakanou-b857b4a4

mailto:**************@*****.***

mailto:**************@*****.***

Professional Expertise:

Experienced IT professional with over 17 years of comprehensive expertise in technology, specializing in designing, deploying, and managing advanced Cisco Meraki-based network solutions. Known for optimizing wireless networks, implementing robust security measures, and adeptly troubleshooting complex network issues to ensure peak performance and security in distributed environments.

Proven track record in configuring and managing Cisco ASA 5500-X Series firewalls, particularly the ASA 5512-X model, integrated with FireSIGHT Management Center (now Cisco Firepower Management Center). Skilled in implementing top-tier security solutions, optimizing firewall performance, and conducting thorough threat analyses to safeguard critical networks against cyber threats.

Actively seeking an opportunity to bring this wealth of knowledge, proven skills, and successful track record to drive innovation and contribute to the success of your esteemed organization. Ready to take on a new and challenging role that leverages my expertise and passion for technology advancement.

Technical experience:

•Microsoft desktop operating systems

•Network cabling and standards

•Microsoft network operating systems (Windows Server)

•Linux Command line

•Linux operating systems (Red Hat, Ubuntu, Fedora, Mint, Debian)

•Network technology integration

•Database development

•Linux System Administration

•Spiceworks ticketing system for IT support

•Computer reimaging and software installations

•Remote and on-site user support

•Data backup and recovery

•Hardware replacement and repair

•Network security planning and implementation

•Email application and virus protection configuration

•Group Policies (GPO) and Active Directory Policies (ADP)

•Printer software installation and support (HP, Xerox, Dell, Lexmark, Kodak, Brother)

•SD-WAN technology familiarity

•Equipment performance analysis and repair

•System and network optimization recommendations

•User training on computer systems

•Network function logs and maintenance records

•WAN technology and applications

•Networking application services and security

•VMWare and Hyper-V virtualization

•Security camera installation

•Anti-Virus, Malware, Trojan, Spyware security

•Software upgrades and troubleshooting

•Windows OS (XP, 7, 8, 8.1, 10, 10S)

•ITIL practices

•Microsoft Office suite (2010, 2007, 2016, 365) and Office 365 support

•Microsoft Windows Server (2008, 2010, 2012, 2016) administration

•Microsoft Exchange (MS Exchange) management

•Cisco ASA 5500-X Series Firewalls (5512-X) configuration

•Cisco Firepower Threat Defense (FTD) deployment

•FireSIGHT Management Center (Firepower Management Center) administration

•Firewall policy management and access control

•Intrusion Prevention Systems (IPS) configuration

•VPN configuration and troubleshooting

•Network security best practices (NIST, CIS)

•Security incident response and forensic analysis

•Network monitoring tools (Wireshark, SolarWinds)

•Operating Systems:

oProficient in Microsoft desktop operating systems (XP, 7, 8, 8.1, 10, 10S).

oLinux operating systems (Red Hat, Ubuntu, Fedora, Mint, Debian).

oLinux command line

Network Technologies:

oExpertise in network cabling, standards, and protocols.

oIn-depth knowledge of Microsoft network operating systems (1&2).

oSD-WAN and WAN technology applications.

oImplementation and maintenance of network security.

oNetworking application services/security.

oCCNP work and SD-WAN experience.

oCisco Meraki Firewall administration.

Security Technologies:

oSecurity camera installation.

oAnti-Virus, Malware, Trojan & Spyware security.

oExperience in implementing NIST guidelines for cybersecurity.

Identity and Access Management:

oProficient in Group Policies object (GPO) and Active Directory policy (ADP).

oEstablishing role definitions within Identity and Access Management systems.

oDuo Factor Authentication implementation.

Database and Application Development:

oDatabase development and administration.

oApplication development concepts.

oMicrosoft Exchange (MS Exchange) administration.

oVMWare product/Hyper-V.

Software and Tools:

oProficient knowledge of Microsoft Suite (Office 2010, 2007, 2016, 365).

oWorking knowledge of Microsoft Teams and SharePoint.

oSCCM administration.

Soft Skills:

Exceptional communication skills, both written and spoken.

Proven ability to identify, engage, and coordinate escalation teams to resolve issues.

Demonstrated ability to challenge the status quo, identify issues

Strong analytical skills to analyze complex information.

High level of integrity and ethics.

Effective time management, organization, and prioritization skills.

Demonstrated ability to accept personal accountability and ownership.

Education:

Associate in Specialized Technology, Computer Network Systems, GPA: 3.67, Alpha Beta Kappa (National Honor Society).

Certifications Obtained:

Cybersecurity Micro Masters:

oIntroduction to OpenStack (Certification Date October 2018).

oCybersecurity Fundamentals (Certification Date October 2018).

Microsoft Certified: Azure Administrator Associate (01/2024).

Microsoft Certified: Azure Solutions Architect Expert (01/2024).

CompTIA Security+ CE (02/2024).

Certifications in Progress:

CompTIA Network+.

CompTIA Cloud+.

CCNA

CCNP

CompTIA CYSA.

CompTIA CASP.

Certified Associate in Python Programming.

Languages:

English, French (Native speaker), Fon (Native speaker).

Work History:

Pennsylvania DOC: IT System support G1(System Administrator) June 21, 2021 to May 17,2024

Provided frontline technical support to end-users, resolving hardware and software issues promptly to minimize downtime.

Implemented and managed software deployments and updates using automated tools to streamline IT operations.

Group policy

Remote access

Windows 11 desktops and laptop support

WIFI access troubleshooting

Created, organized, and delivered training sessions on complex technical topics

Trained new team member

ability to create detailed reports and audits.

Enforced IT security policies and procedures, including access controls, antivirus management, and vulnerability assessments.

Conducted user training sessions and created documentation to promote IT best practices and improve end-user proficiency.

Network connection access

System setup

User support and printer support trough Microsoft Windows Server

Strong experience managing IT asset lifecycles

desktop and laptop computers, printers, scanners, support and setup

multi-factor authentication

Asset management

Proficiency in MS Office, SharePoint, and asset management tools

Service now

VPN Setup

Antivirus, vulnerability monitoring

Asset management

Auditing and compliance review

Proficiency with vulnerability management tools

ensuring compliance with software licensing.

experience in enterprise asset management tools, IT operations, contract management, or compliance.

Network Connectivity setup

Provided help desk support and diagnose issues for end users

IT Asset management

Collaborated with cross-functional teams to plan and execute IT projects, such as system upgrades and migrations.

Zebra RF equipment

VMWARE Horizon

Mobile device (Phones and tablets) Support and setup

Software and Microsoft office product Training and management

Printer support

Email configuration

Audio Video PolyCom technology

TEAMS meetings

board room support

Microsoft 365 Administration

Printer configuration and setup

Designed and produced effective training and promotional materials

Implemented distance training methods, including conference calls and webinars

Showcased proficiency in Microsoft Office Suite, including Access, Excel, PowerPoint, and Word

Laptop and desktop support

Provided technical assistance to clients, diagnosing and resolving hardware and software issues remotely and on-site.

Installed, configured, and maintained IT systems, including servers, workstations, and peripherals.

Assisted in network administration tasks, such as setting up and troubleshooting network devices and protocols.

Conducted regular system backups and disaster recovery tests to ensure data integrity and business continuity.

VPN Connection Access

Contributed to IT documentation efforts, creating user guides and knowledge base articles for internal and external use.

Conference room(s) Audio Video Support technician

RESPONSIBILITIES/TASKS

Randstad (CPCHEM): (Remote) IT Desk Analyst: August 2020 to June 18 2021

Provided frontline technical support to employees, addressing hardware, software, and network-related issues via phone, email, or ticketing system.

Diagnosed and resolved Level 1 and Level 2 support requests promptly to minimize downtime and ensure operational efficiency.

Escalated complex issues to appropriate IT teams and followed up on tickets to ensure timely resolution and user satisfaction.

Managed user accounts and permissions in Active Directory, including password resets and access requests.

Network access

Email configuration

System configuration

Antivirus monitoring

ITIL and ITSM concept application

Remedy

Asset management

ability to create detailed reports and audits.

Proficiency with vulnerability management tools

Proficiency in MS Office, SharePoint

Mobile device (Phones and tablets) Support and setup

WIFI access troubleshooting

ensuring compliance with software licensing.

Audio Video Support

Salesforce admin

User support and printer support trough Microsoft Windows Server

Strong experience managing IT asset lifecycles

Provide help desk support and diagnose issues for end users

Assisted in the setup and configuration of new workstations, laptops, and mobile devices for employees.

Auditing and compliance review

experience in enterprise asset management tools, IT operations, contract management, or compliance.

Asset management

desktop and laptop computers, printers, scanners, support and setup

Software and Microsoft office product Training and management

Network Connectivity setup

Microsoft MECM management tool

Documented solutions, troubleshooting steps, and IT procedures to maintain an updated knowledge base for reference.

multi-factor authentication

Collaborated with IT team members and vendors to deploy software updates and patches across the organization.

Service now

VPN Setup

Asset management

Audio Video PolyCom technology

TEAMS meetings

board room remote support

Group policy

VMWARE Horizon

Office 365 support

Printer support

Created, organize, and deliver training sessions on complex technical topics to diverse audiences.

Citrix receiver

Crafted and developed effective training and promotional materials

Utilized distance training methods, such as conference calls and webinars

Exhibited proficiency in Microsoft Office Suite, including Access, Excel, PowerPoint, and Word

Company Asset Management

Provided technical assistance to clients, troubleshooting hardware and software issues, and performing system diagnostics.

Installed, configured, and maintained desktops, laptops, printers, and peripheral devices.

Conducted user training sessions on basic IT operations and software applications.

Assisted in network troubleshooting and connectivity issues, including VPN setup and wireless configurations.

Remote control

VPN access

Slack team chat

Strong problem-solving and analytical skills with a methodical approach to issue resolution.

Excellent interpersonal and communication skills, with the ability to convey technical information clearly to non-technical users.

Ability to prioritize tasks effectively and work well under pressure in a fast-paced environment.

Proactive learner with a passion for staying updated with emerging technologies and industry best practices.

Contributed to IT documentation efforts, updating user manuals and knowledge base articles.

Help Desk Support (Level 1 and Level 2)

Ticketing Systems (ServiceNow, Zendesk)

Hardware and Software Troubleshooting

Windows and macOS Operating Systems

Microsoft Office Suite

Active Directory User Administration

Network Connectivity and VPN Setup

Mobile Device Support (iOS, Android)

Remote Desktop Services

IT Documentation and Knowledge Base Management

Essintial enterprise solutions: Help desk service management

January 13 2020, to February 11,2020

Technical Call management support agent

Technical Service Level Agreement admin

Field Technician support using SouthWare Field Nation and other systems

Using ticketing systems to get issues arising within our client’s sites

Making some document for the areas that needed support attention and coverage

Working closely with my manager to see what needed to be done do fix the field technicians downtime

Supporting multiple client’s sites

Help desk support

Main Frame system

Audio Video PolyCom technology

TEAMS meetings

Email configuration

Strong experience managing IT asset lifecycles

Proficiency in MS Office, SharePoint, and asset management tools

board room support

desktop and laptop computers, printers, scanners, support and setup

Software and Microsoft office product Training and management

Asset management

multi-factor authentication

ensuring compliance with software licensing.

Provide help desk support and diagnose issues for end users

experience in enterprise asset management tools, IT operations, contract management, or compliance.

Printer support

ACCLAIM SYSTEMS (VERIZON PROJECT): (Remote and in office) IT consultant (Engineer)

June 2018 to July 19, 2019

Conduct comprehensive IT assessments and audits, identifying areas for improvement and recommending strategic initiatives.

Provide expertise in IT security, risk management, and compliance to enhance data protection and regulatory adherence.

Develop and deliver technical training sessions and workshops to empower clients with knowledge and best practices.

Establish strong relationships with clients and stakeholders, serving as a trusted advisor on IT matters.

Remedy

ITIL and ITSM concept application

Antivirus, vulnerability testing

Provided ongoing support and maintenance services, resolving complex technical issues and ensuring system stability.

Prepared detailed documentation, reports, and executive summaries for project stakeholders.

ensuring compliance with software licensing.

System Monitoring

User support and printer support trough Microsoft Windows Server

ability to create detailed reports and audits.

Software and Microsoft office product Training and management

WIFI access troubleshooting

Proficiency with vulnerability management tools

Audio Video PolyCom technology

TEAMS meetings

Proficiency in MS Office, SharePoint, and asset management tools

board room support

Strong experience managing IT asset lifecycles

Created and developed effective training and promotional materials

Employed distance training methods, such as conference calls and webinars

Asset management

Demonstrated proficiency in Microsoft Office Suite, including Access, Excel, PowerPoint, and Word

Remote access

Service now

Asset management

Cisco configuration with the Graphical user interface (Routing and Switching)

Email configuration

multi-factor authentication

VPN Setup

Auditing and compliance review

Network Connectivity setup

Asset management

Provide help desk support and diagnose issues for end users

Printer support

Office 365 user administration

Created, organized, and delivered training sessions on complex technical topics

desktop and laptop computers, printers, scanners, support and setup

VPN connection

Mobile device (Phones and tablets) Support and setup

VMWARE Horizon client

Printer setup and configuration

Microsoft MECM management tool

Microsoft Azure

experience in enterprise asset management tools, IT operations, contract management, or compliance.

Freelance IT Contractor (WORKING ON DIFFERENTS PROJECT) IT system consultant

Central PA March 2008 – present

●Troubleshoot and repair computers in person and via remote for user

●Provide technical advice on hardware and software

●Provide technical support on windows and mac computers, IPad and windows (Apple) related systems

●Microsoft team infrastructure

●Independent System consultant for private businesses

●4 years of graphic/ animated design

●Ecommerce site development and programming for clients

●Website builder

●HTML site making

●Trained new teams added to the team

●Managed new team members

●Zebra RF equipment

●HP and SATO printer

●CSS for site color

●PHP for queries

●Building while learning new programming language

●Window 10 computers support

●Apple computers, Apples phones, Apple iPad installation, configurations and issues troubleshooting

●Audio Video Installation support Technician and system lead and installer at the RCCG Living spring Harrisburg French Church

●Maintenance of computer system and others computers equipment’s

●Printer support

●Proficiency in MS Office, SharePoint, and asset management tools

●WIFI Access control

Mobile device (Phones and tablets) Support and setup

●Windows 11 desktops and laptop support

●And more…

MID PENN BANK: IT system network security Analyst May 22 2017 to August 31, 2017

Network Security Protocols (TCP/IP, DNS, DHCP, VPN)

Firewall Configuration and Management (Cisco ASA, Palo Alto)

Configured the router configuration with the graphical user interface

Cisco Switch configuration with the Graphical user interface

Intrusion Detection and Prevention Systems (IDS/IPS)

Vulnerability Assessment and Penetration Testing (VAPT)

Security Information and Event Management (SIEM) Tools (Splunk, QRadar)

Endpoint Security Solutions (Antivirus, EDR)

Network connection

System setup

ensuring compliance with software licensing.

Network Monitoring and Traffic Analysis

Incident Response and Forensic Analysis

Security Best Practices and Compliance (PCI DSS, GDPR)

Cloud Security (AWS, Azure)

Asset management

Proficiency with vulnerability management tools

Office 365 administration

Slack team chat

Salesforce admin

Asset management

Antivirus install and monitoring

ability to create detailed reports and audits.

Service now

Vulnerability testing

Log monitoring and testing

End point management system Monitoring

Mobile device (Phones and tablets) Support and setup

Email configuration

Software and Microsoft office product Training and management

Network Connectivity setup

Zebra RF equipment

experience in enterprise asset management tools, IT operations, contract management, or compliance.

desktop and laptop computers, printers, scanners, support and setup

WIFI Access control

Asset management

Asset management

Audio Video PolyCom technology

TEAMS meetings

board room support

Strong experience managing IT asset lifecycles

Proficiency in MS Office, SharePoint, and asset management tools

HP and SATO printer

multi-factor authentication

VPN Setup

VMWARE Horizon client

Conduct security assessments and audits to identify vulnerabilities and assess risks to IT systems and networks.

Printer support

Auditing and compliance review

Provide help desk support and diagnose issues for end users

Implement and manage firewall rules, VPN configurations, and access controls to ensure network security and compliance with industry standards.

Monitor security logs and alerts using SIEM tools to detect and respond to security incidents in a timely manner.

Perform regular vulnerability scans and penetration tests to identify and remediate security gaps.

Collaborate with IT teams to implement security policies and procedures, including incident response protocols and disaster recovery plans.

Provide technical guidance and recommendations to improve the overall security posture of the organization.

Network scan and monitoring

Database performance check

Stay informed about emerging threats and security trends, implementing proactive measures to mitigate risks.

Monitored and analyzed network traffic, identifying and investigating security events and anomalies.

Data center monitoring

Servers’ backup

Microsoft MECM management tool

Printer configuration and setup

Implemented and managed intrusion detection/prevention systems (IDS/IPS) to detect and block malicious activities.

Conducted forensic analysis and incident response to mitigate security breaches and minimize impact.

Created, organized, and delivered training sessions on complex technical topics

Assisted in security tool deployment and configuration, ensuring effective threat detection and response capabilities.

Produced security reports and presentations for management and stakeholders, highlighting key findings and recommendations.

Collaborated with external auditors to ensure compliance with regulatory requirements and industry standards.

Equipment/Machines programs and tools used when performing tasks

Automobile, Telephone, Mobile devices, PC/Computer keyboard, Printer, Html5, Css3, PHP, Calculator, Fax machine, Copy machine, Various computer networking equipment, VMware; (Virtual Servers), audio visual home theater, Automated teller machine (ATM), CCTV/ alarm system, copier, Desktop/ Laptop, Fiber cabling, Kiosk, Low voltage cabling, Networking, point of sale(POS), printers, Pro A/V, digital signage, Server( Hardware/Software), Structured Cabling, Telecom/ VOIP, Apple computers, Apples phones, Apple iPad, Apple watch, and many more...

One source/ Geisinger Hospitals / Holy Spirits September 2016 to January 2017

Position Held: IT System network Security Analyst /

Conduct security assessments and audits of IT systems and networks to identify vulnerabilities and assess risks.

Design and implement security solutions including firewalls, VPNs, IDS/IPS, and network access controls.

Datacenter environment Scan and monitoring.

Monitor security events using SIEM tools (Splunk) and perform analysis to detect and respond to security incidents.

Printer configuration

Created, organized, and delivered training sessions on complex technical topics

Network Connection

experience in enterprise asset management tools, IT operations, contract management, or compliance.

Linux Command line

Linux server

Trained and managed new user added to the team

Antivirus, vulnerability monitoring

End point system management

ability to create detailed reports and audits.

Proficiency with vulnerability management tools

ensuring compliance with software licensing.

Lead incident response efforts, conducting forensic investigations, containment, and remediation of security breaches.

Develop and maintain security policies, procedures, and standards to ensure compliance with regulatory requirements (PCI DSS, HIPAA, GDPR).

Microsoft IIS

Remedy

ITIL and ITSM concept application

Asset management

Microsoft MECM management tool

Collaborate with cross-functional teams to implement security best practices and provide security awareness training to employees.

Evaluate new security technologies and tools, making recommendations for enhancements to the security posture.

Software and Microsoft office product Training and management

Audio Video PolyCom technology

TEAMS meetings

Network Connectivity setup

Asset management

Strong experience managing IT asset lifecycles

Proficiency in MS Office, SharePoint, and asset management tools

Cisco routing configuration with the GUI

Cisco Switch configuration with the GUI

board room support

Asset management

Email configuration

Office 365 support

multi-factor authentication

Service now

Auditing and compliance review

VPN Setup

desktop and laptop computers, printers, scanners, support and setup

Asset management

Developed and wrote effective training and promotional materials

Utilized distance training methods, including conference calls and webinar tools

Required proficiency in Microsoft Office Suite, including Access, Excel, PowerPoint, and Word

Printer setup

VMWARE Horizon client

Microsoft Azure

Hoover Rehabilitation Mechanicsburg, PA December 2014 – May 2016

Position Held: System Administrator Security Analyst

French to English, English to French (translator)

Led the design, configuration, and deployment of Cisco ASA 5512-X firewalls with FireSIGHT Management Center to protect enterprise networks spanning multiple locations.

Implemented and optimized firewall policies, access controls, and VPN configurations based on business requirements and security standards.

System Backup

Configured routing with the graphical user interface

Active directory

System Security

Proficiency with vulnerability management tools

WIFI Control

Network Connectivity setup

Data center monitoring

Servers’ backup

Salesforce admin

User support and printer support trough Microsoft Windows Server

Antivirus monitoring

End point system management

Vulnerability testing

Strong experience managing IT asset lifecycles

multi-factor authentication

Email Scans

Microsoft IIS

Asset management

Email configuration

ability to create detailed reports and audits.

ensuring compliance with software licensing.

Proficiency in MS Office, SharePoint, and asset management tools

Asset management

Printer configuration, setup and troubleshooting

Network status and performance check

Conducted regular security assessments using FireSIGHT/Firepower Management Center to identify vulnerabilities, analyze threat intelligence, and mitigate risks.

Collaborated closely with cross-functional teams to respond to security incidents, perform root cause analysis, and implement remediation measures.

Network Access

Software and Microsoft office product Training and management

Linux Command line

Asset management

Audio Video PolyCom technology

TEAMS meetings

board room support

desktop and laptop computers, printers, scanners, support and setup

Office 365 user support and administration

Created, organized, and delivered training sessions

Provide help desk support and diagnose issues for end users

Automated routine firewall management tasks and rule deployments using Python scripts, reducing manual effort and improving efficiency.

Cisco Meraki

Cisco Switch configuration with the graphical user interface

VMware

Remedy

ITIL and ITSM concept application

IT asset management

Microsoft Azure

VPN access

Auditing and compliance review

Configured and maintained Cisco ASA firewall rules, NAT translations, and VPN tunnels to ensure secure and reliable network connectivity for clients and internal users.

Monitored firewall logs and alerts using FireSIGHT/Firepower Management Center, investigated security events, and performed incident triage and escalation as needed.

Assisted in the planning and execution of firewall upgrades, migrations, and expansion projects, ensuring minimal disruption to operations.

Database monitoring

HP and SATO printer

Provided technical guidance and mentoring to junior team members on firewall management best practices and security protocols.

Technical Skills:

Cisco Meraki Devices (MX, MS, MR)

Network Configuration and Troubleshooting

Firewall and VPN Management

Wireless Network Planning and Deployment

Cloud-based Network Management

Security Policies and Intrusion Detection

SD-WAN and WAN Optimization

Network Monitoring and Performance Tuning

Mobile Device Management (MDM)

VoCollect voice devices

Windows 11 desktops and laptop support

Managed and maintained Cisco Meraki-based network infrastructure serving over 500 users across multiple locations.

Configured and optimized Meraki MX security appliances for firewall policies, VPN tunnels, and content filtering.

Deployed and managed Meraki wireless access points (MR series) to ensure seamless connectivity and coverage.

Implemented VLANs and QoS policies to prioritize network traffic and optimize bandwidth usage.

Conducted regular network audits, performance monitoring, and security assessments.

Collaborated with cross-functional teams to troubleshoot network-related issues and implement solutions.

Provided technical guidance and training to junior team members on Meraki network technologies.

Local user desktop support and remote support as needed

Monitored daily backups, antivirus status, shared storage space and network activity

Contact this candidate