IT Field Support Technician and Desktop Support

Roland B. Nyema

Grand Forks, ND

701-***-****/*************@*****.***

PROFESSIONAL SUMMARY

Dedicated IT Field Support Technician with 2+ years of experience providing on-site and remote technical support for end users in enterprise environments. Skilled in installing, configuring, maintaining, and troubleshooting Windows workstations, laptops, printers, peripheral devices, and basic network infrastructure. Experienced with Active Directory, Microsoft 365, Azure, VMware, Windows Server, desktop imaging, and ServiceNow ticket management. Strong background in customer service, hardware deployment, network troubleshooting, and documentation. Currently pursuing an Associate of Applied Science in Computer Networking and Cybersecurity while continually expanding technical expertise through hands-on labs and professional development.

TECHNICAL SKILLS

Operating Systems: Windows, Windows Server 2019/2022, Linux, macOS Microsoft Technologies: Active Directory, GPO, Microsoft 365, Microsoft Entra ID (Azure AD), Intune, MECM/SCCM, Microsoft Azure

Networking: TCP/IP, DNS, DHCP, VLANs, VPN, LAN/WAN, WLAN, Cisco Switches, Cisco Routers, IP Addressing, Network Cabling, Basic Switching & Routing Hardware Support: Desktop Deployment, Laptop Repair, Printer Installation, Peripheral Configuration, Hardware Diagnostics, Imaging & Deployment, Asset Management, Device Replacement

Virtualization & Cloud: VMware ESXi, Hyper-V, Microsoft Azure, AWS, Google Cloud Platform Enterprise Tools: ServiceNow, FreshService, IT Glue, Office 365, SharePoint, Remote Support Tools

Security: BitLocker, MFA, Endpoint Protection, Windows Defender, Patch Management, Basic Cybersecurity Best Practices

Scripting: PowerShell (Basic), Bash (Basic)

Soft Skills: Customer Service, Technical Troubleshooting, Communication, Documentation, Time Management, Team Collaboration, Problem Solving PROFESSIONAL EXPERIENCE

IT Support Engineer Columbia Grain International

Arvilla, ND

January 2024 – Present

• Provide Tier 1 technical support for Windows desktops, laptops, printers, mobile devices, and peripheral equipment.

• Install, configure, image, and deploy new workstation hardware for end users.

• Troubleshoot Windows operating system, Microsoft Office, networking, and hardware issues.

• Support Active Directory user account administration, including password resets, account unlocks, and permission troubleshooting.

• Document incidents, service requests, and resolutions using ServiceNow while meeting service level expectations.

• Install and configure network-connected printers and peripheral devices.

• Escalate complex infrastructure, networking, and server issues to senior engineering teams while maintaining ownership of incidents.

• Assist with desktop hardware replacement, inventory management, and asset tracking.

• Perform onsite troubleshooting for hardware, connectivity, and user issues across business locations.

• Follow documented standard operating procedures and contribute to internal knowledge base documentation.

• Assist with software installations, updates, and Windows patch deployment.

• Support Microsoft 365 applications and user productivity tools. TECHNICAL PROJECTS Enterprise VoIP Deployment

• Coordinated deployment of a new enterprise VoIP communication system.

• Assisted with workstation preparation and user migration.

• Collaborated with technicians to minimize downtime during implementation.

• Helped reduce annual communication costs by more than $5,000. Operations Procedure Manual

• Led a team in developing standardized technical procedures.

• Improved documentation consistency.

• Streamlined onboarding for new technicians.

• Increased operational efficiency through standardized workflows. Networking & Infrastructure Labs

• Configured VLANs, trunk ports, DHCP, DNS, and inter-VLAN routing using Cisco networking equipment.

• Configured Active Directory organizational units, Group Policy Objects, DNS, and DHCP services in Windows Server.

• Built and managed VMware virtual machines to simulate enterprise environments.

• Performed Windows deployment, imaging, and server administration exercises in virtual lab environments.

EDUCATION Associate of Applied Science

Computer Networking and Cybersecurity

Northland Community & Technical College

East Grand Forks, Minnesota

Expected Graduation: 2027

PROFESSIONAL DEVELOPMENT: Microsoft Learn, LinkedIn Learning, Coursera, Udemy CERTIFICATIONS In Progress: CompTIA A+, CompTIA Network+, Microsoft Azure Fundamentals

(AZ-900), Microsoft 365 Fundamentals (MS-900)

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