Desktop Support Analyst

Christian M. Kaba

**** ******* ***** *** *************, GA 30046 770-***-**** (M) *******@*****.***

OBJECTIVE

Resourceful and diligent IT Professional with deep exposure to performing deskside, troubleshooting and phone support for customers. Well-versed in handling installation and operation of different operating systems including Microsoft Windows, Mac OS and Linux.

WORK EXPERIENCE

Atlanta Public Schools Atlanta, GA

Field Tech (Desk Side) Support Analyst November 2019 – Present

●Proactively check the status of computer labs & media center computers daily.

●Maintain and update Chrome carts for student use.

●Checking Interactive Whiteboards (and Projectors) to ensure that they are functional.

●Troubleshoot and/or replace Kronos hardware.

●Troubleshoot and resolve minor wireless and network issues.

●Desktop and laptop deployment, imaging, software installation, and data migration.

●Install and configure printing devices.

●Process new hire and move requests.

●Maintain accurate asset assignment in Nimbus.

●Track hardware inventory through the Gigatrak system.

●Maintain work areas and workspaces, including MDF/IDF closets.

●Check monitoring tools for any school outages (wireless AP, switches, Kronos clocks).

●Provide support for IT projects and AV events in the assigned schools.

●Assist with deployment of new equipment.

●Document all work performed (and steps to resolve issues) within the ticketing system for audit or knowledgebase purposes.

Coretelligent (MSP) Duluth, GA

Remote Technical Engineer April 2021 – December 2022

●Responsible for provisioning, deprovisioning, and updating user access for key operating systems, applications, etc.

●AD, Azure AD, and Office 365/Exchange Provisioning – Maintaining users, groups, and DLs.

●Creating, maintaining, and removing user IDs across key systems.

●Perform account management in Adobe, Okta, G-Suite, Idaptive (CyberArk), DUO, Egnyte, BOX, Slack, Zoom, etc.

●Providing hardware, software, and network support for mostly Windows and Mac devices including Clear Kiosks support.

●Perform a variety of technical tasks to complete requested work or remediate incidents.

Atlanta Public Schools Atlanta, GA

Service Desk Analyst

August 2019 – November 2019

●Monitor telephone systems and take calls from APS users.

●Reset passwords, unlock users accounts, and provide Bitlocker keys through AD.

●Log all reported incidents, Fulfillment Requests (Service Requests) and attempt to resolve issues at 1st contact in accordance with established SLA.

●Escalate incidents to level 2 or level 3 support according to established processes and procedures.

●Remotely connect to user computers and assist with resolving issues, as necessary.

●Provide support for APS IT projects (as needed).

Computer Generated Solutions Inc (Lenovo) Peachtree Corners, GA

Technical Support Representative, Bilingual

June 2018 – August 2019

●Respond to customer’s requests for IT technical services.

●Apply understanding and knowledge of information systems and services to assist customers on technical matters.

●Recognize research, isolate and resolve information system problems.

●Recognize customer’s problems that should be escalated to the next level for resolution following established protocols.

●Demonstrate quality communications skills and exhibit a high level of professionalism with extreme sensitivity to customer satisfaction.

●Use courtesy, tact and discretion in all communications with customers.

●Maintain appropriate records and prepare reports as required.

Ames Taping Tools Suwanee, GA

Production Team Lead

February 2012 – Mai 2018

●Monitor workers on site during production activities to ensure adherence to ethics and safety procedures.

●Ensure that products and goods manufactured meet quality standards.

●Check finished products to ensure quality, and that company standards are met before they are declared ready for use

●Keep records of equipment, deliveries and supplies, and make them available to management for evaluation.

●Work as a middleman between workers and management to create healthy communication.

●Develop production schedule for the execution of projects in a timely manner.

Spherion Staffing (NCR) Suwanee, GA

Technician

March 2011 – February 2012

●Refreshed cash register, installed software, and replaced parts (hard drives, memories, screens, power supplies, and keyboards).

●Refreshed ATM or Redbox.

●Installed software, modified, and repaired hardware and resolved technical issues.

EDUCATION

Gwinnett Technical College Lawrenceville, GA

Associate Degree in Networking Specialist, GPA: 3.73/4.0 July 2017

Georgia Gwinnett College Lawrenceville, GA

Bachelor of Science in Information System and Security In progress

CERTIFICATIONS

CCENT – Cisco Certified Entry Networking Technician 2018

SKILLS

●Installed and maintained small Splunk enterprise environment.

●Created alerts, dashboards, and reports from Splunk data.

●Onboarded new data sources for Splunk environment.

●Cisco Routers: Basic security, static routing, and dynamic routing protocols, DHCP server, NAT and PAT.

●Cisco Switches: Basic security, port security, VLAN, Ether channel, and Spanning Tree Protocol.

●Ticketing System: Autotask, Calegro, Nimbus, ServiceNow, and Zendesk

●Remote administration tools: BigFix, Dameware, Kaseya, LogMeIn, Microsoft Teams, Quick Assist, SCCM, TeamViewer, Zoom

●Windows Server 2012 R2: Installing and configuring servers, configuring IPv4 and IPv6 addressing, configuring Domain and Forest, creating and managing Group Policy Objects, installing Domain Controllers, creating and managing Active Directory Users and Computers, maintaining Active Directory, deploying and configuring the DHCP service, and Deploying and maintaining the DNS service.

●SCCM (System Center Configuration Manager): Deployed packages and applications, used SCCM remote desktop, created users and devices collections

●Operating Systems: Windows XP, vista, 7, 8, and 10, Windows server 2012 R2, Unix/Linux.

●Networking: WAN technologies, LAN, TCP/IP, IP addressing and subnetting. Proficient with layer1, layer2 and layer3 troubleshooting.

●Ability to identify and resolve problems in software installation and functioning.

●Ability to set up local network, install new internet WIFI, Ethernet and DSL connections.

●Ability to install relevant software when installing a new hardware device.

●Familiar with android tablets, downloading and managing applications.

●Ability to format PCs and recover the system.

●Ability to diagnose and correct equipment malfunctions and software glitches

●Ability to analyze and solve problems.

●Ability to work with others collaboratively

Contact this candidate