Desktop Support / Help Desk Technician

Lewis Nfuabang

Mississauga, ON, L*A *K* 437-***-**** **********@*****.*** Portfolio: https://nfuabanglewis.carrd.co/ DESKTOP SUPPORT/HELP DESK TECHNICIAN

CompTIA A+ certified and adaptable IT services technician with experience in customer service, technical support, PC maintenance, and system administration. Possesses in-depth knowledge in implementing technology-based solutions for fast-paced and challenging business environments, along with excellent customer service and interaction skills, and strong organizational abilities. Core Technical skills include:

Desktop & Laptop Support

Router SSID Configuration

Helpdesk Ticketing Systems

VM (Oracle VirtualBox)

OS Imaging (Windows & Linux)

Microsoft Office 365 Support

LAN/Wi-Fi/VPN Troubleshooting

Active Directory

Verbal & written communication

Documentation & Data Entry

Customer Service

Windows 10/11 Supports

CERTIFICATIONS

• CompTIA A+ • Microsoft Certified Security, Compliance, and Identity Fundamentals (SC-900)

• Microsoft Certified

Azure Fundamentals

TECHNOLOGY PROFICIENCIES

Ticketing:

Freshdesk, Jira Service Desk, Spiceworks, ServiceNow. Software: Active Directory, Office 365, Cisco AnyConnect, Slack, Zoom, MS Entra ID (Azure AD) Browsers: Google Chrome, Microsoft Edge, Mozilla Firefox, Safari Networking: LAN, Mesh Wi-Fi Network Systems, DHCP, VPN, DNS, IPv4/IPv6, SOHO Router Configuration

Platforms: Windows 10 & 11 Enterprise, Linux OS, macOS, Android, iOS, Chrome OS TECHNICAL PROJECTS

WINDOWS SERVER 2022 Hands-On Virtual Labs

Installed and set up VirtualBox, Windows Server 2022, linked clones, and RDP.

Joined Windows 10 client machines to the Windows Server 2022 domain.

Created and modified Active Directory template user accounts to hold various properties.

Configured Windows Server 2022 domain settings, server name, TCP/IP settings, and remote desktop.

Created and linked Group Policy Objects (GPOs) in Active Directory.

Set up Azure AD Connect for hybrid Azure AD join and seamless SSO using password hash sync.

Performed OS configuration, troubleshooting, and technical documentation. Setting up Windows OS and Linux OS for app testing Hands-on home Labs.

• Configured Windows 10 and Linux Ubuntu OS VM in a home lab environment, utilizing VirtualBox.

• Installed Apache OpenOffice on Linux Ubuntu, conducted basic application testing post-installation to ensure compatibility and functionality.

• Attained a 98% grade score by conducting comprehensive testing of applications on VMs, affirming compatibility and functionality.

IT Support/Helpdesk Technician Hands-On Labs, & Simulated Environments

• Worked through Jira, Freshdesk, & Spiceworks ticket-based support workflows, documenting issue descriptions, troubleshooting steps, resolutions, and next actions in a clear and structured manner.

• Diagnosed and resolved OS, driver, and hardware issues using Device Manager, Event Viewer, and WinRE tools.

• Performed BIOS/UEFI configuration, firmware updates, boot order changes, and virtualization enablement.

• Configured SOHO routers (Giga Hub), including SSID setup, WPA2 security, password changes, and basic ISP modem checks.

• Delivered remote-style technical support using Windows Remote Desktop Connection and troubleshooting utilities while maintaining professional, customer-focused communication.

• Installed PDQ Enterprise Mode, deployed Windows 8.1, Windows Server 2012 R2, and Windows Server 2022 to Active Directory Computers.

• Installed and configured Windows 10 & Windows 11 on VirtualBox using bootable media. WORK EXPERIENCE:

McKesson – Brampton, Canada Shipper 02/2023 - 01/2025

• Processed high-volume documentation with accuracy and attention to detail.

• Maintained compliance with internal procedures and confidentiality standards.

• Managed goods using digital logistics systems, supporting inventory control.

• Identified and reported shipping discrepancies, damage, and shortages. Amazon Logistics – Frankenthal, Germany Operations Supervisor 01/2020 - 10/2022

• Oversees administrative tasks, scheduling, and documentation for a high-volume distribution center.

• Prepared reports, conducted quality checks, and ensured accurate employee and operational records.

• Supported compliance with organizational policies by reviewing documentation and training staff.

• Evaluated employee performance and prepared performance appraisals. ADAC - Mannheim, Germany Customer Service Associate 05/2017 – 11/2019

• Delivered remote support to customers and staff using IT systems for claims and roadside services.

• Delivered real-time customer support, issue triage, and case documentation.

• Escalated urgent cases appropriately while maintaining professionalism.

• Dispatched cases to appropriate service providers while ensuring accurate case records. EDUCATION:

Mohawk College, Hamilton, Canada. PGCert 06/2025 - 08/2025 Cyber Security Analytics.

University of Applied Sciences, Worms, Germany. MBA 02/2017 – 08/2019 International Business Administration and Foreign Trade. Internapa College, Sotira, Cyprus. BA 10/2011 – 06/2015 Business Administration

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