IT Systems Support & Systems Administrator IT Service Desk Support
Resume:
Kouamou, Florian
Florian J. Kouamou
Email: ************@*****.*** 424-***-****
Atlanta, GA 30319 Linkedin.com/in/flor1an
EDUCATION
GEORGIA STATE UNIVERSITY, Atlanta, GA May 2011
Bachelor’s Degree: Computer Information Systems, Minor: Finance, Business Administration Concentrations/Specializations: Cloud Technologies, Cyber-Security GOOGLE CAREER CERTIFICATES: Cyber-Security, Cloud, Data Analytics, IT Support A CLOUD GURU (AWS, GCP, MS Azure – Certification Training & Preparation Courses) Amazon Web Services (AWS) Certified Solutions Architect, Training (Pending Certification) UDEMY: Data Analysis, Data Visualization; Visual Analytics with Tableau; Tableau Training and Certification PROFESSIONAL EXPERIENCE & DEVELOPMENT
IT Systems Administrator & Support Analyst – (Contract) January 2024 – May 2024 The RMR Group
• Provide technical support and troubleshooting to network, desktop, phones and/or systems hardware and software.
• Support and maintain user account information including rights, security and systems groups.
• Maintain thorough and accurate documentation of tickets status and resolution.
• Configure and install PC’s, network printing devices, peripherals and software.
• Provide desk-side technology support to professionals at all levels of the organization.
• Implement and maintain network standards and guidelines; utilize tools such as imaging software, Active Directory, and Remote Desktop.
• Ensure system security is in compliance with firm policy including virus protection.
• Provide training, guidance, support, and mentoring to colleagues.
• Operate and maintain audio/visual equipment such as teleconferencing devices, projectors, and presentation hardware.
• Create and maintain documentation as it relates to system configuration, processes, and service records.
• Provide orientation and training to end users for all modified and new systems.
• Contribute to various technology-related projects.
• On-call/after-hours support as needed.
Systems Administrator & Service Desk Support – (Contract) January 2022 – July 2023 Mercedes-Benz USA, LLC
• MS Active Directory: users’ accounts administration, configuration, and support.
• Laptops provisioning and deployment: imaging computers, laptops and thin clients for deployment to internal MBUSA employees working on-site and remote. (MS Windows, Apple MAC, MS Office Suite, additional productivity software…)
• Imaging and maintenance of corporate-owned assets (primarily workstations, laptops, cell phones & tablets, etc.) as outlined by departmental standard operating procedures
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• Proactively monitoring these workstations and responsible for firmware updates, operating system updates, anti-virus software definition updates, security patches, and repair of any hardware failures
• Maintaining an updated inventory of all Company-issued computers, assets and devices.
• Mobile Device Management (MDM) using Airwatch for Company-issued devices (Apple & Android)
• Providing level 3 Help Desk support, including: answering Help Desk phones and resolving end-user computer issues using remote diagnostic and troubleshooting tools: on-site and remote technical support as needed (operating system, software applications, hardware, peripherals, networking issues.)
• Resolving incidents according to SLA, following Incident Management process to ensure high customer satisfaction. Systems Administrator & Support, Service Desk – (Contract) May 2011 – Present Randstad USA, LLC
• IT Support Help Desk / IT Service Desk Analyst / Systems Administrator
• MS Office 365, MS Active Directory, MS Windows Security, SharePoint, etc.
• Supporting IT Infrastructure; Workstation patching and anti-virus maintenance
• Building and maintaining desktop and laptop imaging for OS deployments
• Troubleshooting Hardware and Software, Networking, and connection issues
• Advising & providing recommendations on software and hardware upgrades
• Providing basic training on computer operation and management - e.g. new hire IT setup
• Self-starter, problem-solver, excellent communication skills Systems Administrator & Support – (Traveling Consultant) May 2019 – December 2020 Skybits Cameroon
• Monitoring and troubleshooting telecommunication devices: 4G, 5G, Optical Fiber, V-SAT; Data Centers Support.
• Performing operating systems and software updates; Writing custom Linux commands.
• Providing end-user technical support: operating systems, software and hardware troubleshooting.
• Network troubleshooting (IP addresses, Network adapters, remote connections, VPN…)
• Applying basic diagnostic techniques to properly identify common problems, investigate causes and recommend solutions.
• Processing customer requests such as new installations, deployment, maintenance/support, etc.
• Monitoring systems availability and continuity, and detecting any disruption in service.
• Working closely with Field Service Technicians via phone and remotely to install or troubleshoot deployed equipment. IT Technical Support Analyst – Service Desk April 2018 – December 2018 Axiall, a Westlake Company Atlanta, GA
• Diagnosing hardware, software and system failures, using established procedures; troubleshooting & support.
• Resolving day-to-day end user computing problems and requests via telephone, remotely or in person.
• Performing installations and desktop technical support (i.e., hardware, operating systems, software applications, peripherals, smart phones, etc.) Determining most cost-effective repair/resolution to minimize customer downtime.
• Re-imaging computers for deployment to internal users and new employees: migrating workstations from MS Windows 7 to Windows 10 PRO; performing operating systems and software applications updates; MS Active Directory.
• Accurately recording customer issues into the tracking system; maintaining and updating support documentation to assist in information sharing within the team. Providing prompt response and follow-up to end-user support requests. Page 3 / 5
Kouamou, Florian
• Taking ownership of end users’ issues from first contact until the issue is either successfully resolved or the user is directly connected with the appropriate resource.
• Working to ensure user satisfaction by providing installation, configuration, preventative maintenance, troubleshooting and quickly resolving complex problems. Providing excellent customer service and follow-up to all levels of staff.
• Consulting with user community on wide range of complex hardware, software and operating system issues on multiple platforms. Enforcing governance principles related to device management platforms. IT Systems Support Analyst – Service Desk October 2017 – March 2018 Interior Specialists, Inc. Atlanta, GA
• Imaging machines for deployment to internal users and new employees; performing operating systems and software applications updates (Microsoft Windows 10 PRO, MS Office Professional 365, MS Outlook, Skype for Business, etc.)
• Providing phone, email and remote support for internal users and employees of Interior Specialists nationwide.
• Ensuring all incidents and support tickets are logged in ZenDesk (ITSM ticketing system) and updated promptly.
• Monitoring phone and email queue constantly to ensure a prompt follow up and resolution of users' reported issues.
• Providing exceptional customer service and care, communication, troubleshooting & technical support in a fast-paced Service Desk environment via phone, email, and remote access tools; imaging and configuring new machines for new employees.
• Using programs and tools such as Active Directory, ZenDesk, SalesForce, Microsoft Windows 10 PRO, Office 365, etc. IT Service Desk Analyst May 2017 – October 2017
CBS Corporation Atlanta, GA
• Providing phone, email and remote support for 'CBS & You' and Okta account issues for CBS employees.
• Applying basic diagnostic techniques to properly identify problems, investigate causes and recommend solutions
• Ensuring all incidents and requests are properly logged in ServiceNow (ITSM ticketing system) and updated promptly.
• Monitoring phone and email queue constantly to ensure a prompt follow up and resolution of users' reported issues.
• Providing exceptional customer service and care, communication, troubleshooting & technical support in a fast-paced Service Desk environment via phone, email, and remote access tools, setting up VPN for teleworking users, Airwatch MDM tool, etc
• Using programs & tools such as Active Directory, Okta, ServiceNow, LANdesk, Microsoft Windows 10, Office 365, etc. Information Technology Professional / Technical Consultant (Contractor) September 2015 – Present Robert Half Technology Atlanta, GA
Worked and collaborated on a diversity of IT assignments and projects for various Robert Half Technology clients, including Computer Systems / Desktop Support (Hardware, Operating Systems, Software Applications, Peripherals…) Mobile Devices Support (Cell phones and Tablets – Android, Apple iOS, Windows, Blackberry) Network Support: LAN – Wireless (Routers, Gateways) and Wired (Modems/Switches) GREENWAY HEALTH – IT Desktop Support Analyst (Contract)
• Set up, configured, updated and maintained workstations, desktop and laptop computers, routers and switches, monitors, printers and other peripherals.
• Provided on-site tier 2 and tier 3 support for over 300 users and workstations, including troubleshooting technical issues with hardware/operating systems/printers/peripherals/software applications/browsers as well as Internet connectivity issues. Page 4 / 5
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GEMALTO – IT Service Desk Analyst (Contract)
• Provided on-site tier 2 and tier 3 support for Gemalto’s internal users working in the office and on the production floor; provided timely resolution in a fast-paced business environment with time-sensitive requirements and tight deadlines.
• Set up new user accounts in Active Directory and MS Office 365, assisting with password resets and other issues.
• Responsible for deploying, installing, setting up and configuring workstations for new users and employees.
• Created documentation for processes and contributed articles to the IT Department’s Knowledge Base. INAP – Network Operations Center (NOC) Technician (Contract)
• Gained experience working with servers and hardware as a NOC Technician at INTERNAP Data Centers and Network Services.
• Relocated servers and related hardware and helped set up in the new location.
• Kept track of hardware, cabling and parts inventory during the move (inventory asset management.) VIRTUAL TECHNOLOGIES GROUP – IT Desktop Support Technician (Contract)
• Installed, configured, updated and maintained testing centers, routers and 200+ laptops used for standardized testing (for students without access to a computer.)
• Provided on-site tier 2 and tier 3 support for over 180 users and 200+ machines, including troubleshooting technical issues with hardware/OS/peripherals/printers/software applications/browsers as well as Internet connectivity issues. SKILLS & EXPERTISE
• Perfectly Bilingual: fully fluent in English and French (Read, Write, Speak) – Expert, Native Fluency
• Excellent Customer Service skills including excellent verbal communication, professional poise and maturity
• Microsoft Operating Systems (Windows XP, Windows 7, Windows 8, Windows 10, Windows 11) – Advanced
• Microsoft Applications (MS Office 365, Outlook, SharePoint, Teams, SCCM Imaging…) – Advanced
• Microsoft Active Directory Administration
• Microsoft Endpoint Configuration Manager, Intune, System Center Configuration Manager (SCCM)
• Apple / MAC Operating Systems Support – Advanced
• Highly Proficient in troubleshooting/configuring laptops, desktops, phones, A/V equipment, networked printers
• Service Desk Ticketing Systems (ServiceNow, ZenDesk, Remedy…)
• Mobile Device Management (MDM) – AirWatch
• OKTA Single Sign On (SSO) Administration and Multi-Factor Authentication (MFA)
• Computer Systems, Hardware, Software, Peripherals (Installation, Maintenance, Troubleshooting) – Advanced
• Computers Assembly, Setup, Configuration, Maintenance, Technical Support, Repairs & Upgrades – Advanced
• Computers Refresh, Imaging, Updates, Upgrades & Deployment – Advanced
• Computer Networking, Network Administration (Modems, Routers, Gateways, Switches, Firewalls) – Intermediate
• Remote User Support including VPN installation and configuration
• Amazon Web Services (AWS) Identity and Access Management (IAM)
• Cloud Technologies, Cyber-Security – Intermediate
• Citrix Workspace – Intermediate
• Linux environment / Scripting (Bash, Python) / Powershell and Visual Studio
• Website Development & Design and Web Programming (HTML5, CSS, JavaScript) – Advanced Page 5 / 5
Kouamou, Florian
INTERNATIONAL & CULTURAL EXPERIENCE
Extensive international travel background: cultural awareness, appreciation of diversity. Building cross-cultural relationships. Quick learning and adaptability in new environments. Comfortable working with, and in different cultures. Dealing with ambiguity and change. Communicating and achieving goals despite language and cultural differences. Functioning with a global perspective. Additional Languages: French (Expert, Native Fluency) English (Expert, Native Fluency) Spanish (Working Knowledge) German (Currently Learning)
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