Customer Service Help Desk

Louison Biama

Email: *******.******@*****.*** Phone: 240-***-****

Location: Baltimore, MD Willing to commute or relocate

Professional Summary

Motivated and adaptable entry-level IT professional with foundational experience in technical support, troubleshooting, and cybersecurity. Currently pursuing a B.S. in Information Science and holding CompTIA Security+ certification, with CISSP in progress. Skilled in customer-facing roles and technical communication, with hands-on experience using ticketing systems, remote tools, and basic Active Directory tasks. Quick learner with a strong problem-solving mindset, eager to contribute to an IT Help Desk Technician team and grow within the field.

Certifications

●CompTIA Security+

●CISSP (Certified Information Systems Security Professional) – In Progress

Education

University of South Florida, Tampa, FL

Bachelor of Science in Information Science – In Progress

Tallahassee State College, Tallahassee, FL

Associate of Arts in Information Technology, 2022

Technical Skills

●Operating Systems: Windows 10/11, macOS (basic familiarity)

●Networking: TCP/IP, DNS, DHCP, VPN basics, firewall configuration (entry-level)

●Tools & Platforms: Jira, Zendesk, remote desktop tools (TeamViewer, AnyDesk), Active Directory (password resets, account lockouts)

●Hardware/Software Support: Troubleshooting desktops, printers, applications, system updates

●Cybersecurity Awareness: Threat identification, patching, data protection fundamentals

●Programming: Basic proficiency in C++ and Java

●Soft Skills: Fast learner, clear communicator, adaptable, experienced in customer service

●Languages: English (Native), French (Fluent)

Projects

Command Line User Management Tool

University of South Florida – Tampa, FL

●Built a basic command line program in C++ to manage user accounts for a mock system.

●Created features for user creation, login, deletion, and password reset with authentication logic.

●Applied fundamental programming concepts including conditionals, loops, and file handling.

●Gained practical experience with debugging, problem-solving, and documenting code.

●Reinforced understanding of system-level tasks relevant to Help Desk environments.

Professional Experience

Manager

Washingtonian Paddle Boats / Capitol River Cruises – Washington, DC

2019 – Present

●Managed operations and staff, delivering high-quality customer service and resolving operational issues.

●Provided first-level IT support for POS and reservation systems, ensuring minimal downtime.

●Demonstrated self-sufficiency in learning and applying solutions to basic technical challenges.

Delivery Associate

Amazon – Tampa, FL

2022 – 2023

●Delivered packages on time using logistics software and mobile applications.

●Resolved customer delivery issues and app-related concerns using internal support tools.

●Showed adaptability and strong communication under pressure.

Bartender

Tin Tizzy’s Cantina – Tallahassee, FL

2021 – 2022

●Delivered fast and friendly service in a high-volume setting.

●Operated POS systems and addressed minor technical issues on the spot.

●Built strong interpersonal and multitasking skills transferable to tech support roles.

Core Competencies

●Entry-Level Technical Support & Troubleshooting

●Help Desk Ticketing & Documentation

●Active Directory User Account Support

●Basic Networking & System Maintenance

●Fast Learning & Adaptability

●Clear Communication & Customer Service

●Team Collaboration & Dependability

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