It Support Help Desk

Steven Barna Kashala

Apex NC ***** 984-***-**** ************@*****.***

EDUCATION

Bachelor of Science, Cyber Security

ECPI University Raleigh, NC Expected July 2026 Relevant Coursework: Networking, Routers and Switches, Microsoft Windows 10, Linux, Cybersecurity, Active directory

CERTIFICATIONS

Certificate of Completion: Troubleshooting IT Remote Administration, Windows 10 for IT Support: Troubleshooting Basics, IT Help Desk for Beginners Google IT Support Professional

CompTIA Security+

Professional Summary

I am a driven and forward-thinking Information System enthusiast poised to graduate in 2026. My passion for safeguarding digital assets, coupled with my technological skills acquired through coursework and hands-on experience, make me eager to apply knowledge and expertise in contributing to the defense of critical infrastructures and organizational assets. I take pride in my collaborative aptitude, engaging with cross-functional teams to provide the best service to clients. I remain committed to staying abreast of emerging trends and advancements in the information technology landscape, and seeking opportunities to expand my skill set, bring value and make a meaningful impact in the field.

PROFESSIONAL EXPERIENCE

Field Service Technician I

NCR VOYIX (Permanent Position) February 2025 – Present North Carolina

• Perform customer installation, maintenance, and service calls promptly and effectively.

• Service electromechanical equipment like self-checkout systems within an assigned territory

• Perform maintenance, repair, PM work, and system overhauls. Mobile Technician

Environmental Protection Agency/Govcio (Contract Position) Durham, North Carolina

July 2024 – October 2024

• Assist in efficiently managing the logistics of receiving, sorting, and labelling mobile devices to ensure accuracy and organization.

• Conducted quality checks on mobile devices from the old vendor to maintain high standards of service.

• Packaged and prepared both old and new equipment for shipping to various nationwide locations.

• Ensured accurate entry and verification of device details into the database, supporting precise inventory IT Fulfillment Technician; Wolfspeed (Contract Position) August 2023- December 2023

• Responsible for pc configuration/imaging, application installations, deployment of IT equipment, etc.

• Customer centric and able to meet timelines as provided by project management.

• Screens refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems.

• May prepare help desk incident reports and assist in hardware and software evaluation.

• Other duties as needed.

• Track and record Tickets in Service Now

IT Technician; University of North Carolina School of Medicine June 2022 Chapel hill North Carolina (Contract Position) July 2023

• Answer inbound technical support chats and emails related to SOM IT and UNC Healthcare

• Provide service oriented technical support and training to UNC School of Medicine faculty, staff, and students for a variety of hardware, software, operating systems, and networks. Principal duties working knowledge, technical aptitude, and analytical skills in diagnosing and resolving customer problems.

• Provide Computer technical support and troubleshooting.

• Provide hardware, software, networking and services support to staff and affiliates within the Department of School of Medicine

• Track and record each chat and provide a detailed description of the chat in Service Now IT Technician; TEKsystems August 2021- Raleigh, North Carolina (Contract position) January 2022

● Answer inbound technical support phone calls, chats and emails related to NRTC’s ISP partners.

● Consult with customers and provide additional solutions in the form of up-selling NRTC’s products and services.

● Troubleshoot voice, data, video and connection issues for customers.

● Identify, troubleshoot and assist customers with voice, data, video and connection issues.

● Answer customer service-related questions

● Track and record each phone call and provide a detailed description of the call.

● Provide backup assistance for other Technical Support Representatives

● Assisting customers and staff with configuring hardware and software components to ensure usability Upgrading the entire system to enable compatible software on all devices.

● Conducting daily backup operations

● Managing technical documentation

Teacher; KinderCare

Raleigh, North Carolina April 2015- June 2022

● Manage building facilities and technology to maximize educational opportunities, including networking and electrical issues

● Direct a classroom of twenty-four (24) students aged four (4) throughout a day of learning ensuring safety, education standards, and positive experiences.

● Teach annual curriculum using cutting-edge pedagogy techniques and technology, including structured activities that foster social skills and iPads.

● Lead educational group activities that help the students learn how to write letters and numbers, socialize, and draw to practice fine motor skills.

● Speak with parents about their child’s progress, milestones, strengths, and weaknesses to discuss their child’s possibility of entering kindergarten the following year.

● Develop personalized action plans to help children strengthen specific areas to ensure they move on to kindergarten. SKILLS

Computer: Linux, Windows/Mac OS, Active Directory, CMDB, Networking, Microsoft Office Suite, Routing and Switches, Calix Cloud, Dynamic Host Configuration Protocol, Troubleshooting, Excellent Problem solving, Exceptional verbal and written communication skills, Break and Fix Language: Fluent French, Conversational Swahili, Fluent Tshiluba, Fluent Lingala

Contact this candidate