YAYA CISSE

*** ********* *** ******

Landover MD 20785

240-***-**** ady6sd@r.postjobfree.com

Profile Summary

Experienced information Technology Help Desk Support technician with over 6 years working assisting with computer issue, Software and Hardware repair and installation seeking the position of IT field Service Technician/ IT Engineer support. And data base, enterprises software systems .

Professional Institute:

Career Technical Institute, Washington DC April 2017-jun 2018 Help Desk Professional Certification (Server hardware including memory –Breakdown & Repair Computers)

Linda online training certificates January 2016

Small office networking to connect, Share, and Print:

Computer Literacy for windows7:

Web Technology Fundamentals:

Computer Security and Internet safety:

Setting Up Your Mobile office to Work from Anywhere:

TECHNICAL SKILLS:

a.Installation of PC, Laptop, and Server hardware including memory, hard drives, motherboards, peripherals and POS systems. Installation of software applications including Microsoft Office Suite, Windows 2000, XP, Vista, 7, 8 and Server 2008. Active Directory, Tier 1 and Tier 2 Support, Office 365, SCCM, BMC Tool, Customer service, printer scrip, cross connect to network.

Languages Spoke

French and English

Clearance:

Public Trust (MSP) Security license Maryland State Police License number: 438 – 96519 Exp. 20/20

WORK EXPERIENCE

Kyndryl/Medstar

Desktop support technicians

Enthusiastically responded to an average of 40 incoming calls daily, providing excellent customer support and effectively resolving customer issues

Feb 2023 - Present

o Delivered high-quality technical support at the network level, including WAN and LAN connectivity, routers, firewalls, and security

o Provided basic remote access solution implementation and support, including VPN,

Remote Desktop Services, and Citrix, to the entire 300-customer database

o Performed regular system documentation maintenance in the ticketing system

o Delivered comprehensive IT support relating to technical issues involving a variety of applications and operating systems to customers and 100 staff members, including senior management

Desktop Admin at inova

Contractor for Apex

Nov 2021- Jan 2023

Assist in the implementation and operational support of the core mission services and network;

- Monitor all EFCC personal computers to ensure that software distributions and updates are being done.

- Deploy and administer Citrix servers and Terminal services.

- Perform 2nd level desktop troubleshooting in conjunction with the Help Desk.

- Provide technical advice to clients when necessary.

- Perform other related duties as required.

- Perform analysis of network loads and capacity to optimize system

performance, and provide statistical reports to the CIT;

- Provide resolution of more complex issues escalated from the support

Helpdesk and provide extra frontline support capacity as directed;

- Support knowledge transfer and training to network operations staff;

- Explore and identify business critical improvement opportunities;

- Ensure all relevant systems documentation is maintained in a current status;

- Test and evaluate new equipment and systems;

- Perform administration, operation, technical support, and monitoring of the

server system.

- Undertake troubleshooting of the server system in coordination with Desktops

Engineers Team in Vienna.

- Liaise with ITS staff to maintain efficient and reliable operations of the server

system.

- Assist in identifying the need for new systems or re-engineering of the existing

systems.

- Respond to requests from users (as Level 2 of the escalation procedures) and

assist in deploying/configuring systems so as to conform to ITS infrastructure standards and EFCC needs. Provide resolution of more complex issues escalated from the support Helpdesk and provide extra frontline support capacity as directed;

- The Infrastructure/Network Team provides service 24 hours a day, 7 days a week for EFCC project. This staff member will possibly be required to work or be on call on rotational basis at different times of the day or night to resolve problems.

- Perform other related duties as required.

Help Desk Support

Colony Hardware - Lanham, MD

April 2018 to nov 2021

Creating trouble and service request through remedy ticketing tool.

Supporting user with their PC troubleshooting hardware and software

Installed, configured, troubleshoot Windows 7 and Windows 10 operating system

Provide customer service, such as answering calls, escalating calls Tier II,

Handled 20+ daily calls while providing technical support to the customers

Assisted in hardware, software and networking issues including Microsoft

Working knowledge of Windows (7/10), Internet Explorer and Microsoft Suite of tools (Outlook, Word, PowerPoint, Excel) and Office 365

Google Inc. California July 2017-january 2018 Technical Support Contractor

Assist personnel with installation, configuration and ongoing usability of system hardware and software

Offer daily operations and systems support to personnel

Verify functionality of hardware and software components

Troubleshoot hardware and software issues in person, remotely and via phone

Assist employees with computer problems and answer their questions

Conduct daily network backup operations

Team lead over 15 employees

Responsible for turning time sheet payroll every week

Organizes daily routine of work, making sure the goal set its executed

Planning routine schedule

YAYA CISSE 240-***-**** ady6sd@r.postjobfree.com

Blueline Security Services, Hyattsville, MD 03/2016 – 09/2018

Armed Security

Monitoring surveillance equipment;

Troubleshoot PC

Leidos Inc., Vienna, VA, 11/2015- 02/2016

Site Support Specialist

Performs the installation, repair and preventative maintenance of personal computer and related systems;

Installs, configures and troubleshoots desktop systems, workstations, servers and network issues in heterogeneous environment;

Computer diagnostics and repair

PC Maintenance and inventory and shipment to client

Communicates highly technical information to both technical and non-technical personnel; Assists in determining suitable software to meet user requirements;

Recommends hardware and software solutions, including new acquisition and upgrades.

Walmart Electronic Center, Landover hills, MD 20784, 06/2009 11/2016

Electronic Customer Service Associate

Prepares for customer inquiries by studying products, services, and customer service processes for laptops.

Assisted customer with determining their computer needs.

Ability to factory reset, configure, reinstall, troubleshoot, break and fix, load software

Responds to customer by understanding inquiry, responses, and gathering and researching information on computer or router systems

Assembling count laptops for showroom Displays.

Education:

International School in France/Semyg II 10/199*-**-****

High school Diploma/Bladensburg high school 08/2006-06/2008

CTI career technical institute graduated

Associate in Information Technology

Career Technical Institute,Washington, DC

Contact this candidate