Customer Service It Support

SAMSON OJOMO

White Plains, Maryland *****

202-***-**** - ****************@*****.***

Professional Summary

Reliable and detail-oriented IT Administrator with extensive experience providing 24/7 oversight of data and technological assets. Proficient in troubleshooting hardware and software issues, managing support tickets, and communicating technical concepts effectively. Dedicated to enhancing IT operations and ensuring timely resolutions to improve user satisfaction.

Skills

Active Directory & Group Policy

Network Security & Troubleshooting

Customer Service & Conflict Resolution

Helpdesk Administration & AD Password Reset

DHCP Configuration & Remote Desktop Services

System Monitoring & IT Infrastructure Maintenance

Work History

11/2023 to Current

IT Support Specialist

COLSA – Quantico, VA

Provision virtual machines onsite and in the cloud, including operating systems, applications, and patches.

Configuration of Windows, Microsoft and Apple products.

Install, maintain, and monitor IT equipment (servers, storage, switches, firewalls, laptops, printers, etc.).

Onsite support to client locations.

Oversee patch management and ensure system compliance.

Conduct system backup and recovery tests to safeguard data.

Assist the Service Desk as needed, including on-call support.

Analyze system logs and identify potential issues proactively.

11/2022 to 10/2023

IT Analyst Tier II

NuAxis Innovations – Vienna, VA

Provided Tier 3 IT support to non-technical users, ensuring timely issue resolution.

Utilized ticketing systems to manage and document support actions.

Delivered remote support via phone, email, and chat for geographically diverse users.

Trained and supported end-users on hardware, software, and network standards.

Managed critical incidents under high-pressure situations with professional communication.

12/2019 to 10/2022

Help Desk Technician

NuAxis Innovations – Vienna, VA

Installed and configured personal computers, printers, and software applications.

Performed system upgrades and hardware maintenance.

Troubleshot technical issues and coordinated repairs as needed.

Provided basic desktop support and resolved user inquiries promptly.

Handled approximately 40 support requests daily through calls, emails, and tickets.

06/2018 to 11/2019

Customer Service Representative

SYKES – Tampa, FL

Consulted with customers to resolve service issues efficiently and professionally.

Resolved product-related inquiries and highlighted new technology benefits.

Strengthened membership loyalty through exceptional customer service.

Managed high-stress situations with professionalism, maintaining customer satisfaction.

Education

03/2023

Bachelor of Science: Computer Networking and Cybersecurity

University of Maryland Global Campus - Hyattsville, MD

06/2015

Bachelor of Science: Computer Science

University of Applied Science and Management - Porto-Novo, Benin

Certifications

CompTIA Security+

CCNA Cisco

CompTIA A+

Technical Proficiency

Tools: Jira, ServiceNow, Microsoft Office Suite, SharePoint

Operating Systems: Windows, macOS, Linux

Networking: DNS, DHCP, VLANs

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