Customer Service Help Desk

TOMAS KABEYA

Florence, KY • 207-***-**** •*****.******@*****.*** • www.linkedin.com/in/tomas-kabeya-aa15802ab/

PROFESSIONAL SUMMARY

Experienced IT professional with expertise in desktop support, help desk operations, and IT system management. Skilled in configuring, maintaining, and optimizing IT systems and network infrastructures, focusing on troubleshooting, system installations, upgrades, and performance enhancement. Adept at managing user accounts, delivering exceptional customer service, and maintaining detailed documentation. Holds an associate’s degree and certifications in CompTIA A+, N+, Security+, CySA+, ITF+, Data+, Cloud, and Server+, and others.

SKILLS

Communication

Problem-Solving

Customer Service

Attention to Detail

Data Center Operation

Familiar with Cisco switches and routers.

AWS servers

Networking LAN & WAN

System Administration Windows Server (DNS, DHCP, GPO, users & groups accounts)

Technical Knowledge (operating systems, hardware, software)

Technical Support Tools (diagnostic tools, remote support software)

Documentation and Reporting (issue tracking, solution documentation) MS Office 365

EDUCATION

Associate of Applied Science: Network Administration Gateway Community and Technical College - Covington, KY - May 2024

WORK HISTORY

Customer Return Associate, Amazon, Hebron, KY - Jun 2021 - Present

Ensure a clear and efficient process for customers to return products, including inspecting products and boxes to meet picking specifications and quality standards.

Guarantee prompt product processing by utilizing computers and RF scanners to meet departmental productivity and accuracy standards.

Pick and pack products for orders according to established guidelines and procedures.

Data Center - Diagnostic Technician, Jabil CVG 200 – Feb 24 – Present

Diagnose and troubleshoot Rack Hardware and Software (AWS servers) issues.

Perform in-depth debugging and analysis of system failures.

Conduct root cause analysis and provide recommendations for corrective actions.

Utilise diagnostic tools and techniques to identify issues on time.

Collaborate with engineering and network teams to resolve technical problems and enhance system performance.

Data Center - Server Repair Technician, Hyve Solutions, Florence, KY - Aug 2024 - Nov 2024

Performed troubleshooting and root-cause analysis of failing servers, utilizing Jira for efficient issue escalation and tracking.

Employed Linux/Unix commands to verify network connectivity and obtain IP addresses, ensuring optimal server performance.

Diagnosed and repaired server hardware components, including DIMMs, CPUs, NICs, and motherboards, using IPMITOOL for advanced troubleshooting, and documented findings throughout the process.

Production Printer Operator, Conduent, Erlanger, KY - Sep 2018 - Jun 2021

Operated and maintained high-volume production printers, ensuring quality and consistency in printed materials.

Monitored and inspected printed outputs for accuracy and color consistency, making necessary adjustments to meet production standards.

Managed inventory and coordinated print jobs with production teams to ensure timely completion and alignment with schedules and customer requirements.

IT Operations Specialist, Group Four Security (G4S), Luanda, Angola - Feb 2012 - Jan 2015

Monitored and managed IT systems to ensure optimal performance, availability, and reliability.

Resolved technical issues and incidents promptly, minimizing downtime and maintaining business continuity.

Implemented IT security policies and managed hardware/software deployments, ensuring system compatibility and data protection.

First Line IT Operation Support, Multichoice - DSTV, Angola - Feb 2008 - Jan 2012

Provide first-level support by troubleshooting and resolving common technical issues reported by users, such as login problems, printer, email, software errors, and connectivity issues.

Log, track, and prioritize support tickets using an IT service management system, ensuring timely resolution and effective communication with users regarding their issues.

Identify and escalate complex or unresolved issues to higher-level technical support teams or specialized departments, providing detailed information and context for efficient resolution.

LANGUAGES

English and Portuguese – Advanced level

French: Fluent

CERTIFICATIONS

CompTIA A+, N+, Security+, CySA+, ITF+, Data+, Cloud, and Server+

TestOut Security Pro, and PC Pro

Computer Technician Basic

Net+ Prep

A+ Prep

Computer Technician

A+ Service Technicians

N+ Network Technicians

Information Security Specialist

Microsoft Network Administrator

Microsoft Enterprise Administrator

NOCTI - Computer Technology

Security+ Prep

CIT Fundamentals

AWARDS (Gateway Community & Technical College): Dean's list Spring 2022, Fall 2023, and Spring & Summer 2024.

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