Desktop Support Customer Service
Resume:
Yaya Cisse
**** ******** *** *** **, Bladensburg MD, 20710
***************@*****.***
https://www.linkedin.com/in/yaya-cisse-a3ba0115b
Skills:
Software: Microsoft Office Suite 2010 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 7 and 8; Norton Ghost; installing drivers; basic HTML, blogs, and wikis; strong experience in database and MS SQL Server.
Hardware: Cisco IT Essentials (PC software and hardware); HP desktops & laptops; Dell desktops & laptops; Lenovo ThinkPad laptops; HP printers; general computer builds and repairs; hardware installations and swaps; BlackBerry configuration
Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi-Fi router)
Support: Helpdesk: Escalation and documentation on ticketing system, customer service support (email, phone, and in person)
Certification(s): I.T fundamentals, Microsoft Office Specialist, Working towards CompTIA A+, Network+,
Security+ certified
Clearance
DHS Public Trust active
Experience
Solerity/FEMA
Help desk support
October 2024- present
Provide Level 1 support for
FEMA systems and users.
• Troubleshoot user application, on the web browser, and connectivity issues in a high-security environment.
• Manage and document ticket resolutions using the confluence in jira ticketing system
o Administer user accounts in Active Directory, including password resets and group
management.
o Assist users with Office 365 applications and other FEMA-specific software tools.
o Collaborate with cross-functional IT teams to ensure seamless verations.
Luminis Health
Desktop Engineer Tier 2 October 2023 – July 2024
Diagnose, troubleshoot, and resolved a range of software, hardware, and connectivity issues. Excel in asking probing questions and researching, analyzing, and rectifying problems.
Provided level 1 and 2 technical supports for 150+ users. Ensured resolutions for every situation even if the problem at hand was out of scope. Did research and took proper steps to provide the best support during the uncertainty of an issue.
Resolved customer issues in a clear, courteous, and straightforward manner.
Created cases and followed up with clients to ensure optimal customer satisfaction.
Conducted research to address customer concerns.
Provided coaching and consultation to level 1 technicians and new hires.
Provided level 2 IT support to personnel and employees statewide within our company.
Use of Azure and Office 365 daily.
Configured computers to network drivers and connected to printers and other peripheral equipment.
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Communicated with ticket submitters to provide updates on in-process repairs and restoration timeframes.
Documented repair processes and helped streamline procedures for future technical support actions.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Removed malware and viruses from laptops and desktop systems using specialized software.
Configured new employee workstations consisting of hardware, software and peripheral devices.
Updated software versions with patches and new installations to close security loopholes and protect users.
Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
Imaging tools used ACTIVE BOOT
Set up and maintained user accounts and client access.
Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.
Explained technical information in clear terms to promote better understanding for non-technical users.
Worked with System Center Configuration Manager (Microsoft SCCM)
Completed routine and complex software installations, assisting users of various levels of computer sophistication in the
Optimizing data performance, design data model, implement complex enquiry using MS SQL Server.
Medstar Hospitals -Regional DMV Area
Desktop Support Technician Tier 2 February 2023- September 2023
Enthusiastically responded to an average of 40 incoming calls daily, providing excellent customer support and Software development effectively resolving customer issues
Software licensing transactions
Room set-ups and breakdowns.
Provided basic remote access solution implementation and support, including VPN, Remote Desktop Services, and Citrix, to the entire 300-customer database.
Performed regular system documentation maintenance in the ticketing system.
Audiovisual
Counsel clients on regulatory issues involving technology.
Help structure and negotiate third-party services agreements needed to run a company’s IT infrastructure and operations.
Assisted over 200 clients with hardware and software issues.
Resetting user Passwords in Active Directory
Mapped printers, connected printers, and configured printers (paper jams, replacing trays, replacing toners etc.…)
Reimagining machines
Shipping and mailing devices.
Setting up new hires profile
Assisted with departure of clients.
Optimizing data performance, design data model, implement complex enquiry using MS SQL Server.
Inova Alexandria Hospital – Alexandria VA
Desktop Support Technician Admin November 2021- January 2023
Assist in the implementation and operational support of the core mission services and network.
Attention to detail.
Perform 2nd level desktop troubleshooting in conjunction with the Help Desk. Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance. Identify, log and resolve technical problems with software applications or network systems.
Address user tickets regarding hardware, software and networking
Walk customers through installing applications and computer peripherals.
Resolve technical issues related to network interruptions.
Conduct remote troubleshooting.
Provide resolution of more complex issues escalated from the support.
Support knowledge transfer and training to network operations staff
Test and evaluate new equipment and systems.
Optimizing data performance, design data model, implement complex enquiry using MS SQL Server.
Colony Hardware- Lanham MD
Help Desk Support Specialist April 2018 – November 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.
communicating in a polite and effective manner with both internal and external clients is essential for successful desk side support technicians.
Working knowledge of Windows (7/10), Internet Explorer and Microsoft Suite of tools (Outlook, Word, PowerPoint, Excel) and Office 365
Google Inc. -California
Technical Support Contractor July 2017 – January 2018
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.
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 is executed.
Planning routine schedule
Access Active Directory with admin rights to unlock user accounts, provide temp passwords, add/remove group membership, and update security settings.
Configure, deploy, maintain, troubleshoot and support computer workstations, laptops, printer, and other computer and peripheral devices.
Create alternative methods of completing tasks, correcting user errors and system inconsistencies to improve the desktop team function.
Manage the handling and transfer of personal client data and settings to new hardware during system upgrade.
Install and upgrade Microsoft Office Suite 2003, 2007, 2010
Install and upgrade Windows XP, Windows 7 and 8 (server / professional)
Reimage and work with project managers on fulfilling orders.
Education & Certifications:
Associate Degree in computer science
Career Technical Institute - Washington, DC
Bladensburg Heights High School, Bladensburg, MD
High School Diploma - June 2008 GPA: 3.5
Career Technical Institute Washington, DC
Help Desk Professional Certifications
April 2017 - June 2018
Linda Online Training Certifications.
Small office networking to connect, Share, and Print:
Computer Literacy for windows 7
Web Technology Fundamentals
Computer Security and Internet safety
Setting Up Your Mobile office to Work from Anywhere
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