Support Specialist Customer Service

ZINKENG MBOWOH MBETEM

IT Support Specialist

Houston TX, 240-***-****, *********@*****.***

Professional Summary

Highly skilled and results-driven IT Support Specialist, reliable help desk, and customer service with 6 years of experience. Adept at troubleshooting complex hardware and software issues, resolving technical problems promptly, and ensuring maximum client satisfaction. Proficient in configuring and maintaining network systems, managing user accounts, and implementing backup solutions. Excellent communication and interpersonal skills, with a proven track record of effectively explaining technical concepts to non-technical users. Committed to delivering high-quality support and contributing to the success of the organization through strong problem-solving abilities and a customer-centric approach. My passion for learning and constantly staying updated with the latest technology trends enables me to drive innovation and improvement within the IT field.

PROFESSIONAL EXPERIENCE

Aldridge – Houston Tx April 2021 to Present

IT Support Specialist

Skilled at managing and prioritizing incoming support requests from various channels such as phone calls, emails, and ticketing systems.

Analyzing, Diagnosing, troubleshooting, and resolving hardware and software issues for desktops, laptops, printers, and other IT equipment.

● Monitor and resolve alerts and notifications to support servers and application tools, using MDM tools like Jump Cloud and Microsoft Endpoint Manager to manage devices.

conducting software installations, upgrades and patches ensuring systems are updated and secure.

initiating incident tickets, following escalation protocol, and work issues to resolve.

participating in on-call rotation for afterhours over-the-phone customer technical support.

collaborating with cross-functional teams to plan, implement and upgrade IT systems and infrastructure.

Monitoring and maintaining the performance and security of IT systems and infrastructure, including firewalls, antivirus software, and intrusion detection systems.

Performing regular backups of data and systems to ensure data integrity and availability.

Keeping up to date with the latest technologies and trends in the IT industry and making recommendations for improvements to IT infrastructure.

conducting network administration tasks, including managing routers, switches, firewalls, and wireless access points.

Document IT processes and procedures for internal and external reference, develop and maintain runbook for challenging technical issues.

Ensure compliance with IT policies and regulations, including data privacy and security regulations.

carry out on and off boarding of employees.

Administering active Directory, user accounts and security permissions.

interacting and communicating effectively with internal and external contacts ensuring information is communicated to all the appropriate people providing feedback and justification when necessary.

Inter Solutions LLC – Washington DC June 2017 to Mar 2021

help desk assistance/customer service.

Provided support for all internal applications and systems, driving Helpdesk efficiency and automating repetitive tasks, while administering a wide variety of SaaS products.

Proactively monitor network status, resolve network incidents, and handle escalated tech issues.

logged and managed support tickets using a ticketing system, ensuring accurate and detailed documentation of issues and resolutions.

provided first-line technical support to end-users addressing software and hardware issues and resolving technical problems in a timely manner.

Developed and maintained technical documentation, applying best-in-class tools, and learning new ones has ensured efficient ticket handling and cross-functional collaboration, making me an integral part of the growth.

strong problem-solving abilities and a proactive approach to finding resolutions.

Conducted thorough testing of computer peripherals, hardware, and software to ensure optimal performance, reducing the number of reported issues significantly.

Successfully performed network system installation on a larger scale of PCs, enabling efficient operation and increasing productivity.

Proactively worked within a TCP/IP network environment, including DHCP, DNS, and Ethernet, reducing network downtime by 10%.

Proficiently carried out troubleshooting on windows, Mac, Linux, and Dell equipment, minimizing downtime and contributing to a high satisfaction rate.

Adept at multitasking, prioritizing tasks, and working in fast-paced environments.

supported users remotely via phone, email, and remote desktop tools, maintain high levels of customer satisfaction.

participated in onboarding and training sessions for new employees, providing technical guidance and support.

TECHNICAL SKILLS

Trouble shooting hardware and software issues.

Confluence

Active Directory administration.

Problem-solving.

skilled in remote desktop support tools and ticketing systems

IT project management

cloud computing (AWS)

zoom

Live chat

Jumpcloud

Service desk

Networking (TCP/IP, DNS, VLANS, VPN)

Time management.

Adaptability.

Collaboration.

Network infrastructure management (routers, switches, firewalls)

system administration (windows, Linux, macOS, Dell)

communication

IT Security and data protection.

EDUCATION

Bachelor of Science (B.Sc.), Information Technology

CERTIFICATIONS

AWS Solution Architect Associate /Oracle cloud infrastructure

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