Support Specialist It

Isong Mbah

Colorado Springs, CO ***** 505-***-****

*********@*****.***

PROFESSIONAL

SUMMARY

Adept IT Support Specialist with excellent track record at Comqsoft, enhancing system efficiency and reducing downtime through expert application of virtualization technologies and ITIL processes. Spearheaded technology initiatives, significantly boosting productivity. Renowned for exceptional problem- solving abilities and fostering collaborative environments, ensuring seamless IT operations and elevated user satisfaction.

SKILLS

• Software Installation

• Printer troubleshooting

• Virtualization Technologies

• ITIL Processes

• Mobile Device Support

• System Configuration

• Helpdesk call support

• Remote Support Capabilities

• Wireless Networking

• Desktop support

• Network Administration

WORK HISTORY

IT SUPPORT SPECIALIST 01/2024 to CURRENT

Comqsoft Schriever Space Force Base, CO.

• Created help desk tickets, troubleshot and resolved desktop issues.

• Delivered onsite technical support for more than 5000 employees in Schriever SFB.

• Used ticketing systems such as Remedy and EIaaS to manage and process support actions and requests.

• Resolved escalated issues by serving as subject matter expert on wide- ranging issues.

• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.

• Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.

• Determined hardware and network system issues using proactive troubleshooting techniques.

• Assigned system permissions and set up computers to assist with onboarding new employees

• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.

• Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency. SYSTEMS SUPPORT SPECIALIST 10/2022 to 11/2023

FEDTEC Tinker Space Force Base OK

• Reduced downtime by proactively monitoring systems and addressing potential issues before escalation.

• Conducted research and sampling to compile resources to assist and expedite problem resolution.

• Coordinated with vendors for timely procurement and installation of essential hardware components.

• Coordinated technical communications and instructions to improve organizational IT effectiveness.

• Supported business continuity efforts by implementing disaster recovery plans and protocols.

• Improved system performance by diagnosing and resolving hardware, software, and network issues.

• Assisted in migration of legacy systems to modern platforms, minimizing disruptions to daily operations.

• Spearheaded technology initiatives that led to increased productivity throughout various departments within company.

• Responded to requests-for-service, generating resolution based on knowledge of technical industry.

• Proactively identified opportunities for process improvement within IT department leading to more streamlined workflows.

COMPUTER SUPPORT SPECIALIST 02/2019 to 04/2023

US Army Fort Sill, OK

• Resolved computer and system networking problems to maintain user productivity.

• Maintained documentation and resources regarding problem resolution for reference in future instances.

• Monitored hardware, software, and peripheral performance against organizational expectations.

• Culled technology knowledge to perform IT troubleshooting, restoration, and maintenance services to maintain organizational performance levels.

• Researched and resolved uncommon flagged system performance issues to expedite patching.

• Improved customer satisfaction by promptly addressing and resolving technical issues.

• Served as the primary point of contact between end-users and third-party vendors when coordinating hardware replacements or warranty services.

• Assisted in network administration tasks, maintaining a stable and secure infrastructure for optimal connectivity.

• Maintained detailed documentation of reported issues, resolutions, and ongoing support efforts for future reference purposes.

• Conducted periodic audits of software licenses to ensure compliance with applicable regulations.

EDUCATION

Bachelor of Science Computer And Information Systems Security EXPECTED IN 06/2026

University of Colorado At Colorado Springs, Colorado Springs, CO

• 3.75 GPA

Associate of Science Computer Science 04/2023

Pikes Peak Community College, Colorado Springs, CO

• 2.70 GPA

CERTIFICATIONS

• Security+, CompTIA

• CCNA, SISCO

• Secrete clearance, DOD

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