TITUS C SHUNGWA

** ******* ******, *** *, Lynn, MA 01902 • H: 781-***-**** • C: 781-***-**** •

adn8t8@r.postjobfree.com

SYSTEM ADMINISTRATOR/ IT SUPPORT SPECIALIST/OFFICE COMPUTER USER SUPPORT SPECIALIST

PROFESSIONAL SUMMARY

• Prominent office system administrator, analyst, IT support specialist, computer user support specialist, with over four years of successful experience in computer Information systems and technology.

• Recognized consistently for performance excellence and contributions to success in IT office and administrative-related duties. Strengths in administrative system and management backed by training in Computer skills.

• Second Year Computer Science student at Post University and enthusiastic IT computer support specialist and Office System Administrative analyst, eager to contribute to team success through hard work, attention to detail, and excellent organizational skills.

• A clear understanding of IT and system administration and training in the computer information system.

• Motivated to learn, grow and excel in the computer information system.

• Experienced IT support specialist with over 4 years of experience in the general IT industry.

• Excellent reputation for resolving problems and improving customer satisfaction. TOP SKILLS

• Technical Support

• Computer Hardware

• Data Science

• Active Directory

• Windows Server

• Analytical skills

• Project Management

• Customer-service skills

• Problem-solving skills

• Good Interpersonal skills/Communication

• Troubleshooting

• MS Office 365

• Good time management skills

• Networking

• Windows 7,8,10. Networking

• Windows. Software Installation

• Verbal and written communication

• Network Administration

• Speaking & writing skills

• Good Organizational skills

WORK HISTORY

Administrative IT Support Specialist

Essendant Co - Woburn, MA 01/2017 – Present

• Assist administrative officers and other employees with daily work duties.

• Play a major role in communication, maintenance, and organization of technical records and files.

• Review technical data and address customer’s technical concerns.

• Provide technical assistance with the internal site for the company.

• Help to maintain the structure and content of the site, support administrators, and maintain groups in the company user community.

• Recommend areas for client support/process improvement.

• Assist in the development of training materials and user documentation and conduct training classes on basic technology.

• Assist in identifying, analyzing, developing, implementing, enhancing, and maintaining tools and services to improve information sharing, communication, and collaboration across the company.

• Assist in concept development, planning, speaker engagement, and hosting of user forums (semi- annual conference hosted for the department and other company top managing members.

• Assist personnel with the use, management, setup, and instruction of the use of company-furnished wireless, mobile, and telework devices.

• Assisting and supporting the command security manager and the information assurance manager

(IAM) as necessary.

• Assist in transferring existing or creating new user accounts for company-new personnel.

• Assist in providing a company-approved brief on their security responsibilities to the company staff.

• Assist in determining and ordering new equipment and service requirements for new personnel.

• Provide first-level technical support for program personnel in various locations who have company asserts and peripherals.

• Produce documents, presentations, reports, and other deliverables to address the client’s needs.

• Develops, interprets, plans, and applies policy, procedure, process, and strategy in the delivery of multi-discipline IT services required to achieve data and system integration/interoperability supporting.

• Worked with different cultural backgrounds customers to understand needs and provide excellent service.

Office Computer User Support Specialist

Riverside Community Care - North Reading, MA 01/2015 - 12/2017

• Provide technical assistance to computer users in the company

• Answer questions or resolve computer problems for clients in person, via telephone, or electronically.

• May assist in the use of computer hardware and software including printing, installation, word processing, electronic mail, and operating systems.

• Inspect equipment and read order sheets to prepare for delivery to users

• Modify and customized commercial programs for internal needs.

• Prepare evaluations of software and hardware, and recommend improvements or upgrades.

• Answer user's inquires regarding computer software or hardware operation to solve problems.

• Oversee the daily performance of computer systems.

• Enter commands and observe system functioning to verify correct operations and detect errors.

• Install and perform minor repairs to hardware, software, or peripheral equipment, following design or installation specifications.

• Set up equipment for employee use, performing or ensuring proper installation of cables, operating systems, or appropriate software.

• Maintaining records of daily data communication transactions, problems and remedial actions taken, or installation activities.

• Read technical manuals, confer with users or conduct computer diagnostics to investigate and resolved problems or to provide technical assistance and support as needed.

• Confer with staff, users, and management to establish requirements for new systems or modifications

• Develop training materials and procedures or train users in the proper use of hardware or software.

• Refer major hardware or software problems or defective products to vendors or technicians for services need.

• Read trade magazines and technical manuals, or attend conferences and seminars to maintain knowledge of hardware and software.

• Conduct office automation feasibility studies, including workflow analysis, space design, or cost comparison analysis.

• Assist in the hire, supervise, and direct workers engaged in special project work, problem-solving, monitoring, and installing data communication equipment and software. EDUCATION

• Bachelor of Science: Computer Information System Post University Expected in 10/2024

• Professional Certificates: Computer and Information Systems & Security Coursera Learning Institution

• Certificates of Completion: IT Technology, Networking Skills, General computer, and Security

CISCO Networking Academy & Coursera Learning Institution

• High School Diploma

PROFESSIONAL CERTIFICATES

• Google IT Support Specialist Professional Certificate

• Google IT Automation with Python Professional Certificate

• IBM Data Science Professional Certificate

• AWS Fundamentals Professional Certificate

• Negotiation, Mediation, and Conflict Resolution work Professional Certificate All the above IT programs developed by Google, Cisco, Coursera, and Post University that covers Troubleshooting, Office 365, Computing, Computer information system, Customer service, Networking, internet of things, Bridging, Linux, Operating Systems, System Administration, Cybersecurity, Internet of things, Data science, Workplace conflict resolution, Security technology, Project management, Client support, Technology procurement and includes Hand-on Labs. TECHNICAL & COMPUTER PROFICIENCIES:

• Operating systems: Windows 10, Vista (32/64 bits), windows 7&8 (32/64bits) windows services, and Mac

• Networking: LAN, WAN, Wi-Fi, TCP/IP, VPN, DHCR, DNS, ETCS.

• Patch management: Desktop central, Laptops, Komodo one

• Security /vulnerability to scammers: windows firewall, Symantec Antivirus

• Remote/shadowing: Zoom, VPN, ZOHO assistant, SCCM.

• Desktop Apps: MS Word, MS Excel, MS PowerPoint, Outlook, MS Office AREAS OF EXPERTISE & IT HANDS-ON TRAINING (POST UNIVERSITY, CISCO NETWORKING ACADEMY, AND COURSERA LEARNING INSTITUTION

• Administrative IT support specialist

• Office computer user support specialist

• Help Desk Specialist Level I, II & III

• Office 365 management & Administration

• IT Ticketing System management

• Tier 1 level of Troubleshooting

• Active Directory user management

• Test out PC Pro

• Client and server Technology

• Build/manage virtual machines

Additional Skills:

• In possession of more than 25 Certificates of complete IT related courses from CISCO & Coursera and Post University

• Proficient in English and French Languages (Oral and written)

• A creative writer and moderator of several writing forums

• High skills in formulating problems solving solutions with outstanding results Key Achievements:

• Maintained an outstanding record of technical support service, resolving 86% of all tickets within 24 hours. Closed an average of 120 tickets/month in addition to supporting other department projects. Decreased time-to-close tickets by 45% YTD.

• Implemented and managed an internal online wiki to document technical procedures and provide internal user training, thus reducing required IT resources.

• 14 Badges of recognition for great performance in the following IT domains: Introduction to Cybersecurity(CISCO), Introduction to IoT(CISCO), Google IT support certificate(Google&Coursera), Google IT Automation certificate(Google&Coursera), Data Science Methodology(IBM&Coursera), Data Science Orientation(IBM&Coursera), Databases and SQL for Data Science(IBM&Coursera), Python for Data Science and AI(IBM&Coursera), Data Visualization with Python(IBM&Coursera), Data Analysis with Python(IBM&Coursera), Tools for Data Science(IBM&Coursera), Machine Learning with Python(IBM&Coursera), Data Science Professional Certificate(IBM&Coursera), Applied Data Science Capstone(IBM&Coursera).

• Post University Honor roll student since 2020 till date with enrollment with the University honor programs

Volunteer activities:

• since December 2015, I have been fully engaged with volunteer activities with GBTPC in Lynn Massachusetts, where we visit shelters homes monthly and distribute clothes and food items to the homeless in my community.

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