Technical Support Analyst

MOUSSA KONE

Gainesville, GA 678-***-**** LinkedIn *********@*****.***

Innovative, confident and customer-centered IT Professional with more than 15 years of progressive experience. Adept at delivering comprehensive technical support, both in teams and as an independent contributor. Effective at working under pressure to meet deadlines and keep processes seamless. Determined with a strong work ethic. Now seeking a role that will allow for continued career progression. CORE COMPETENCIES

Technical Support (Desktop, Laptop, Notebook), Communication (French & English), Programming, Finance, Marketing, Application Development, Public Relations, Business Case Analysis, International Business, Multimedia Design, Web Development, Project Management, DHCP, DNS, Linux, Active Directory, Office 365, Apache, AJAX, CSS, Cisco, Corel Paint, EHR, HTML/XHTML, Java, JavaScript, MySQL, VPN, MS Office,.NET, Oracle, Perl, PHP, SQL, AS400, Visual Basic, Windows Vista/XP/7/8, XML/XSL, Jira, SharePoint

Qmatic Product Support Analyst (2019 to 03/29/2024)

• Advise customer with Orchestra software and queueing system inquiries; troubleshoot and resolve issues remotely access VPN, Telnet, TCP/IP, UDP, SNMP, IPSec, Created Jira to address issue, and configured users access to SharePoint, One Drive, ETC….

• Repair connection and network concerns as well; also install software patches.

• Aid in LDAP and Active Directory processes, along with password resets and helpdesk concerns.

• Publish branches and sites, configure kiosks/TP buttons, and carry out efficient printer processes.

• Test and deploy hardware; in addition, assemble and publish branches.

• Tend to pertinent network and SLA issues and establish port connections; also offer guidance concerning Qmatic hardware concerns,

Grady Health System IT Help desk Support Engineer (2018)

• Imaged computers performed system installations and troubleshot helpdesk concerns in a timely manner.

• Fulfilled Active Directory, hardware systems, configurations, testing, assembly, and systems prep processes.

• Transitioned PCs to production, testing network connection, installing Epic and using Gradynet

• Named PCs using the Grady Naming Convention; also established port connections, assembled/installed WOWS, patched ethernet cables with closet ports and mapped printers. Coca-Cola Company Window 10 Deployment, Support, Training Specialist (2018)

• Called on Bomgar and Skype Business Edition to help end-users re-image to Window 10 remotely, offering training and support as well to assist in the “how to” process

• Guided end-users in resolving helpdesk issues, meeting upgrade deadlines and rectifying install/failure concerns

Barracuda Networks Technical Support Engineer II (2017 to 2018)

• Configured Barracuda Spam Filter and Firewall; also offered mail security support for Linux and Office 365

• Remotely troubleshot technical concerns via support tunnel and share session; delivered mail server and cloud support, delivering solutions in a timely manner

• Worked on Dig Domaine MX Record, Telnet mail server and cloud installations

• Developed email encryption message queueing, along with Configure Message and Content Filter to block and accept messages; also worked on firewall and DNS message forwarding and inbound/outbound mail configuration

• Handled rate/spam control, antivirus protection, anti-phishing, mail server backup/restores and password resets

CareStreamDental IMAGING Software Support, Technical Support Analyst (2014 to 2017)

• Furnished dental imaging software support, installing software using remote access

• Remotely diagnosed and resolved technical issues using Bomgar, advising users in the most effective manner

• Troubleshot concerns and provided both backup and storage solutions

• Offered server support and aided in migration efforts MOUSSA KONE

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IBM Solutions Center IBM & Tier 2 Tech Support (2012 to 2014)

• Remotely detected and resolved hardware and software concerns using LogMeIn.com, striving to provide fast solutions and offering replacement parts to users as needed

• Aided end-users in restoring and recovering data

• Engaged in software, driver and Windows updates in a thorough manner

• Operated per standard helpdesk operating processes and terms outlined in warranty agreements Trenton Systems System Test Specialist (2011 – 2012)

• Acted in a contractor role to complete work on hardware systems, configurations, testing, assembly and systems prep; also configured and troubleshoot routers and network connectivity

• Carefully installed W7/XP, Microsoft Office, Adobe and antivirus software, along with other programs Boyd Telecom Bilingual Help Desk (2010 – 2011)

• Fielded staff inquiries and documented service calls, serving callers in French and English

• Developed and implemented online FAQs used to resolve 30% of help desk calls in a timely manner Divert Technologies IT Help Desk (2008 – 2010)

• Skillfully led hardware and software installations and upgrades

• Repaired desktop and notebook systems in a timely manner

• Consistently updated equipment inventory lists

• Among other duties, upgraded memory and configured modems Ryder Integrated Logistics Team Leader (2004 – 2008)

• Coordinated logistics and docks, transportation and inbound/.outbound inspection processes

• Efficiently controlled inventory, making viable shipping and receiving plans in the process NCR Solution Deliver Center Network Technician (2000 – 2004)

• Engaged in router 2500, 2600, 3600, 7200 and modem configurations

• Developed CSU/DSU Interfaces, T1 Line, Cat 5 and Cat 6 Fiber Optic Installation

• Upgraded flash memory on routers and handled both Code and Nortel Connectivity Switches EDUCATION & CREDENTIALS

Program Completion, Linux and Unix System Administrator Program (in progress) Certification, AWS Certified Solutions Architect- Associate (May 2022) Master of Science, Information Technology, Southern Polytechnic State University Bachelor of Business Administration, Brenau University INVOLVEMENT

Member, Association of IT Professionals

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