Mussie Gada **** Trillium Fields Drive, Charlotte, NC 28269

704-***-**** adi72y@r.postjobfree.com

IT SUPPORT TECHNICIAN

-Technical Support - Network Support - User Training - Software/PC/LAN Troubleshooting

Support professional with Bachelor’s Degree in IT combined with multiple IT Certificates providing software, hardware, and client/server networking technical support.

Manager with over 10 years of experience in managing 3-5 employee, performing multiple non IT related and some IT related daily tasks.

Provides outstanding customer service and a strong ability to communicate technical concepts in a non-technical manner. Known for patience in dealing with frustrated users.

KEY SKILLS

Technical Troubleshooting

Hardware Configurations

Windows XP

7/8/8.1/10x

IT Management

Active Directory User Mgmt.

Software Installs

LAN Connectivity

Problem Diagnosis

Imaging

Backups/Recovery

Phone, Online,

Desktop support

Mac OS & Windows

iPhone and iPad

Network Switches/Routers

User Training

Documentation

Cisco/ Wireless

Switches/Routers

TCP/IP

TECHNOLOGY PROFICIENCIES

Server Applications

User Administration, Active Directory – Group policy, Users and Computers, DHCP, DNS Windows 2008/2012 Server

Applications

MS Office 98-2016 (Word, Excel, PowerPoint, Outlook, Access)

Calling Tools

Skype, Spark, Zoom, VoIP

Hardware

Installing RAM, Hard Drives, Audio/Video cards, Network Interface Cards, Power-supply, Motherboards and Processors. Dell, HP, IBM/Lenovo desktop, laptops and servers. Some Mac. iPad Android, Printers, Routers, Modems, Wireless Routers, Printers, Scanners, Faxes

Networking

TCP/IP, DNS, DHCP, LAN/WAN, VPN/Remote, Cisco Secure VPN, Microsoft Virtual PC, PC Anywhere, Linksys, Basic Cisco, Firewall, Ports, Wireless technology

Platforms

Windows XP/Vista/7/8/8.1/10, MAC OS, some Linux, Some Chrome OS

Cloud

Services Microsoft Azure, ICloud, One Drive, Google Drive, Third party VPN Services

Education

Sep 2016 CPCC Charlotte, NC

MTA Networking Fundamentals,

MTA Security Fundamentals,

Ms. Server 2012

Sep 96 - Aug 2000 London Guildhall University (London Metropolitan University)

BSc. Business information Technology,

Related coursework: Computer Hardware and Software Architectures, Computing, Information Systems, Logic and Mathematical Techniques, Programming, Database, Network and OS, Application Development, Artificial Intelligence, Management Support Systems

Sep 1994 - June 1996 City and Islington College

BTEC Nat. Diploma Computer Studies.

1990 - 1994 St. Thomas Moore School, London N22

GCSE in Math, English, Science, IT, Economics, Geography

Experience

2019 Technical Support Apple Support Senior Advisor

Working with customers and employees to identify computer problems and advising on solution

Logging and keeping customer/ employee queries

Working with customers and team members if the problem is more serious

Testing and fixing equipment’s

Walk a customer through the process of installing software’s on their device

Assume remote control over customers devices when necessary to resolve the issues

Provide Support, including produce documentation and relevant report

Track and manage open cases at one time

Training more junior staff member

Manage call flow and responded to technical support needs of clients

Ensure proper installation of cables operating systems and software

Escalate unsolved issues to appropriate level

Remained up-to-date on the latest devise and solution to company products

Working remotely

Mobile Device Management

2005- 2018 Manager/Owner Beny’s Mart Inc.

Responsible for operations, financials and asset management. Ordered, managed supplies built a statement of financial transactions and keep track of all inventory connected to POS system. Oversaw cleanliness organized stock and security. Staff scheduling and established relationships with the local community.

2003-2005 IT Support Technician, National Health Service, London UK

Responsible for maintaining computer services and equipment’s. Work at site, help get software, hardware and operating system installed and configured. Monitor the computer systems and networks of the organization. Diagnosing hardware and software faults and solve technical and application problems, either over the phone or in person.

2000 – 2002 F/T Supervisor J. Sainsbury, Finchley Road London, UK

1996 – 2000 P/T Casher J. Sainsbury Finchley Road, London UK

1991-1992 Sales Assistant Woolworth, crouch End, London UK

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