Customer Service It Technician

Steven Barna Kashala

**** **** ****** ***, **** NC 27502 984-***-**** ************@*****.***

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EDUCATION

Bachelor of Science, Cyber Security

ECPI University Raleigh, NC Expected July 2023 Relevant Coursework: Networking, Routers and Switches, Microsoft Windows 10, Linux, Cybersecurity, Active directory

Bachelor of Science, Economics

University Technologies Bel Campus Kinshasa, Democratic Republic of Congo Graduated 2011 OBJECTIVE

An aspiring Network and Cybersecurity professional pursuing a bachelor’s degree in both Network and Cybersecurity, looking to secure a full-time entry-level position.

PROFESSIONAL EXPERIENCE

IT Technician; University of North Carolina School of Medicine June 2022 Chapel hill North Carolina (Contract Position) Present

• Answer inbound technical support chats and emails related to SOM IT and UNC Healthcare

• Provide service oriented technical support and training to UNC School of Medicine faculty, staff, and students for a variety of hardware, software, operating systems, and networks. Principal duties working knowledge, technical aptitude, and analytical skills in diagnosing and resolving customer problems.

• Provide Computer technical support and troubleshooting.

• Provide hardware, software, networking and services support to staff and affiliates within the Department of School of Medicine

• Track and record each chat and provide a detailed description of the chat IT Technician; TEKsystems August 2021- Raleigh, North Carolina (Contract position) January 2022

● Answer inbound technical support phone calls, chats and emails related to NRTC’s ISP partners.

● Consult with customers and provide additional solutions in the form of up-selling NRTC’s products and services.

● Troubleshoot voice, data, video and connection issues for customers.

● Identify, troubleshoot and assist customers with voice, data, video and connection issues

● Answer customer service-related questions

● Track and record each phone call and provide a detailed description of the call

● Provide backup assistance for other Technical Support Representatives

● Assisting customers and staff with configuring hardware and software components to ensure usability ● Upgrading the entire system to enable compatible software on all device

● Conducting daily backup operations

● Managing technical documentation

Teacher; KinderCare

Raleigh, North Carolina April 2015- June 2022

● Manage building facilities and technology to maximize educational opportunity, including networking and electrical issues

● Direct a classroom of twenty-four (24) students aged four (4) throughout a day of learning ensuring safety, education standards, and positive experiences

● Teach annual curriculum using cutting-edge pedagogy techniques and technology, including structured activities that foster social skills and iPads

● Lead educational group activities that help the students learn how to write letters and numbers, socialize, and draw to practice fine motor skills

● Speak with parents about their child’s progress, milestones, strengths, and weaknesses to discuss their child’s possibility of entering kindergarten the following year

● Develop personalized action plans to help children strengthen specific areas to ensure they move on to kindergarten Cashier; Panera Bread

South Riding, Virginia August 2013 – December 2014

● Processed purchases and orders for thirty to fifty (30-50) customers per day at cash register, as well as received morning deliveries and stocked kitchen

● Maintained kitchen and restaurant cleanliness by washing dishes, cleaning carpets, and sanitizing tables and chairs • Troubleshoot issues with kitchen machinery and soda dispensers to ensure seamless customer service and customer flow Tech & Media Ministry Leader; Yahweh Shammah Church Leesburg, Virginia Sept 2011 – August 2017

● Inspect and clean devices. Kept and updated records of all equipment’s use.

● Analyzed and planned network updates. Provide troubleshoot support for all church PC’s.

● Develop training material for new Tech & Media hires. Train new members and create assessments to determine understanding.

● Maintain a reliable system for providing technical support for all worship services and events.

● Initiate successful communication with pastors, Director of Music & Worship, ministry leaders, and event coordinators in order to help facilitate a/v needs. Assist in stage changes and stage set change-outs

● Recruit, train, develop and maintain a team of volunteers for service production, church events, weddings and funerals. Cashier; Moe’s Southwest Grill

Leesburg, Virginia November 2013 – April 2014

Associate; Target

Leesburg, Virginia June 2013 – September 2013

Cashier; Target

Leesburg, Virginia June 2013 – September 2013

SKILLS

Computer: Linux, Windows 10, CMDB, Networking, Microsoft Office Suite, Routing and Switches, Calix Cloud, Dynamic Host Configuration Protocol

Language: Fluent French, Conversational Swahili, Fluent Tshiluba, Fluent Lingala CERTIFICATIONS

Certificate of Completion: Troubleshooting IT Remote Administration, Windows 10 for IT Support: Troubleshooting Basics, IT Help Desk for Beginners

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