Customer Service Technical Support

Carole A. Ngassam Yoba

South Chesterfield, Virginia 443-***-**** **************@*****.***

Professional Summary

IT Support professional with 2+ years of remote customer service experience and hands-on technical support as a Cybersecurity major student as part of a CO-OP course in the program. Skilled in troubleshooting software and networks, client communication, and problem resolution. Strong background in healthcare service coordination, building rapport with diverse clients, and managing inquiries efficiently. Adaptable, detail-oriented, and eager to grow in cybersecurity and IT support roles.

Core Skills

IT & Technical Support

Remote Customer Service (Phone/Email/Chat)

Cybersecurity Fundamentals

Inquiry & Ticket Management

Scheduling & Coordination

Problem Resolution & Troubleshooting

Client & Stakeholder Communication

Sales & Service Support

Open to Training & Continuous Learning

Professional Experience

Remote Customer Service Support

Ngassam & Sons Trucking LLC Remote 2022 - 2025

Delivered technical and non-technical support to clients via phone, email, and chat.

Resolved customer inquiries, escalating complex cases to senior teams.

Assisted with account setup, troubleshooting, and service-related issues.

Provided professional, empathetic communication to enhance client satisfaction.

Computer Lab Support Technician (Co-op, Cybersecurity Credit Course)

El Paso Community College El Paso, TX 2018 - 2020

Supported students with lab equipment, software, and network troubleshooting. Provided students with further assistance with their student accounts as far as account recovery, password reset and username recovery.

Assisted in cybersecurity-focused coursework, including system monitoring and secure practices.

Documented technical issues and solutions to streamline future support.

Collaborated with instructors to ensure smooth operation of IT resources.

Healthcare Service & Administrative Support

Chimes Healthcare Inc. Baltimore, MD 2011 - 2018

Managed patient and family inquiries, appointments, and scheduling.

Coordinated with medical staff to resolve issues and ensure smooth operations.

Developed strong communication and problem-resolution skills in a fast-paced environment.

Supported sales and service processes, reinforcing client trust and satisfaction.

Education

Cybersecurity Policy & Management BS. (in progress)

Cybersecurity and Networking credit courses.

El Paso Community College — El Paso, TX

Relevant Coursework: Cybersecurity, IT Support, Network Fundamentals

Certifications

CCNA 1&2 (Cisco)

CompTIA ITF+ (In progress)

CCNA Master Certification (In progress)

First Aid/CPR

References available upon request.

Contact this candidate