Hardware Configuration Support Specialist

CHIDERA OBASI

************.***@*****.*** 240-***-**** Upper Marlboro, MD 20774

Summary

Results-oriented professional with 5+ years of experience and a proven knowledge of customer satisfaction. Aiming to leverage my skills to successfully fill the System Administrator role at your company.

Skills

ServiceNow

Strong technical knowledge of operating systems including Windows Server and Windows 10

Experience with backup and recovery procedures for enterprise systems.

Service desk support

Application installations

Hardware configuration

Windows XP/Vista

LAN/WAN

Computer maintenance

Hardware upgrades

Microsoft Office

Experience

American Electric Power, Tata Consumer Services Landover, MD

Service Management Specialist

01/2022 - Current

Serving as the first point of contact for employees seeking technical assistance.

Troubleshoot, resolve, or escalate tickets that have been assigned

Installing, making changes, and repairing computer hardware and software.

Image 5-7 computers weekly and deploy them according to standard procedures.

Creating and managing users and permissions.

Provided an outstanding customer service experience in a variety of circumstances across all organizational levels

Following up with customers to ensure issues are resolved.

Anticipate and analyze complex situations and take corrective action to prevent problems from occurring.

Analyze and determine the applicability of Information Technology to conclude and make appropriate recommendations.ation.

NTT DATA Services Washington, DC

Windows Systems Administrator

01/2020 - 11/2021

Perform on-site analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including off-site repair for remote users as needed

Windows 10 Migration and refresh/imaging between 15-21 computers weekly according to specifications and requests.

Worked with Exchange, Server 2012/2016, and Azure

Install, configure, test, maintain, monitor, and troubleshoot end user and network hardware, peripheral devices, printing/scanning devices, presentation equipment, software, and other products in order to deliver required desktop service levels

Install and set up Windows systems and servers

Provide technical support and guidance to users and other administrators

Work closely with IT departments and professionals to answer technical questions or resolve issues with server performance and access

Directly install and maintain Windows-based programs for end users and help debug these applications so that it work with Windows servers

Diagnosed, troubleshooted and resolved hardware, software and other network and system problems

Loaded data and installed software and peripherals

Performed routine network startup and shutdown procedures and maintained control records

Tested computer hardware, networking software and operating system software

Configured email applications or virus protection software

Conferred with network users to resolve existing system problems

Dell Services Washington, DC

Tier 2 Technical Support Specialist

03/2018 - 01/2021

Understood customer support, likes to work with people, and can ensure that user is satisfied

Addressed and resolved basic and complex incidents and requests; enter quality

Imaged and deployed solely Dell computers for end users

Information into tickets and appropriately capture data; Complete follow-up and follow-through on all tickets

Managed all incidents and requests to ensure that work is completed to users' satisfaction

Built strong relationships within CSI by working across

Organizational boundaries to resolve customer incidents and requests

Contributed to self-help knowledge bases and documents typical requests and incidents, resolutions, and work-around procedures

Installed and performed minor repairs to hardware, software and peripheral equipment, following design and installation specifications

Prepared evaluations of software and hardware and recommended improvements and upgrades

Configured hardware, devices and software to set up work stations for employees

Actively listened to customers, handled concerns quickly and escalated major issues to supervisor

Dispatched field service technicians to correct issues requiring in-person technical assistance

Troubleshot minor problems and reported larger technical issues

Experienced with social media and communications platforms

Collaborated with departmental leaders to establish organizational goals, strategic plans and objectives.

Acceptance Now Laurel, MD

Assistant Manager

05/2017 - 06/2019

Coordinated employee schedules according to staff availability and processed time-off requests

Provide premier customer service to all customers to ensure all their customer needs have been addressed in timely manner

Close sales cycle by converting referred customers to rent-to-own agreements

Educate referred customers on price options, features, and/or benefits of lease agreement

Complete appropriate paperwork to ensure customer receives merchandise and partnership store receives payment

Review expired accounts and communicate with customers to promote timely payments

Network with partnership store personnel to gain referrals and educate partnership store staff on rental process

Work as cooperative member of partnership store team and Acceptance Now team in all operational aspects

Developed loyal and highly satisfied customer base through proactive management of team customer service strategies

Implemented comprehensive business procedures to promote compliance with industry standards and rules

Maintained hands-on knowledge of job roles and regularly stepped in to perform business duties

Assisted with new employee training and conducted performance reviews to track overall progress

Interviewed potential job candidates and made hiring recommendations to general manager.

Binman Hi-Tech Upper Marlboro, MD

Desktop Support Technician Intern

08/2014 - 07/2017

Set up equipment for employee use, performed and ensured proper installation of cables, operating systems and appropriate software

Maintained records of daily data communication transactions, problems and remedial actions taken and installation activities

Installed and performed minor repairs to hardware, software and peripheral equipment, following design and installation specifications

Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation

Removed malware, ransomware and other threats from laptops and desktop systems

Maintained servers and systems to keep networks fully operational during peak periods

Education and Training

UNIVERSITY OF THE POTOMAC Washington Dc, DC

Bachelor of Science in Cyber Security and Policy

03/2022

GPA: 3.76, Honors 3 Times Employee of, followed by Company paid 2 weeks all in Vacation

NORTHWESTERN HIGH SCHOOL Hyattsville, MD

High School Diploma

05/2013

Certifications

Security+ ITIL V4, and PSM 1

Accomplishments

Recognized as Employee of the month twice in a roll for outstanding performance and team contributions.

Promoted from Field Technician to Windows Systems Administrator, in less than 4-months at NTT Data Services.

Exceeded sales goals by average of 1% in 2018 at Acceptance Now.

Got rewarded a 2 week vacation for excelling beyond expectation, which earned me Assistant Manager position at Acceptance Now.

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