Emmanuel Betang Ukoh Kamga
San Antonio,TX
Summary
Dedicated and results-driven IT professional with 5 years of comprehensive experience in Information Technology. Proven expertise includes 3 years in helpdesk support and 3 years in customer support, consistently ensuring high customer satisfaction. Excels in addressing customer inquiries, resolving software and hardware issues, and translating complex technical concepts into accessible solutions. Seeking opportunities in IT support, specializing in entry-level positions such as IT Specialist, Help Desk Analyst, or Technical Support Specialist.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Technical Support Specialist
ALERTUS TECHNOLOGY
05.2021 - 11.2023
- Provided tier 1 support, resolved software and hardware issues, and escalated tickets to L2.
- Responded to customer calls promptly, worked with Office 365, SharePoint, and oneDrive.
- Wrote knowledge base articles, participated in training, and maintained customer relationships.
- Installed and maintained Dexis and Dentrix software, supported HL7 interfaces.
- Utilized Jira for documentation and incident creation.
IT Technical Support Specialist
PNC Bank
06.2017 - 04.2021
- Worked on Active Directory and user accounts, provided technical support for computer-related issues.
- Maintained records and provided service requests through ServiceNow.
- Troubleshooted software, hardware, and network-related issues.
- Used Geneyse for call tracking and handled customer-facing requests.
- Installed, maintained, and troubleshooted office365 tools.
Education
Bachelor of Science - Computer And Information Sciences
Western Governors University
Salt Lake City, UT09.2023
Skills
- Operating Systems:macOS, Microsoft Windows Servers
- Technical Proficiencies:Software and hardware troubleshooting, MS Office 365, CRM technology, Salesforce, Jira
- Technical Tools:Ticketing systems (Jira, ServiceNow), virtual environments (Citrix, Hyper-V, VMware), command line interfaces (Linux, Windows), remote access tools (Goto Resolve, Quick Assist), Microsoft Office products, IIS configuration
- Security and Monitoring:Wireshark, OSIN tools, network configurations, VPN
- Communication and Collaboration:Excellent written and verbal communication, teamwork, leadership, and customer service
Certification
- Security Plus CompTIA, Network+ (In Progress)
- Most Punctual and Polite Staff of the Year 2022/2023
- 5-star review service
- Representative of the Month
- 100% User Satisfaction
Projects
- Active Directory Deployment:Implemented AD, configured GPOs, and elevated local computers to Domain Controllers.
- Knowledge Base Management:Authored knowledge base articles for software, hardware, and troubleshooting procedures.
- Database Administration:Executed Microsoft SQL Server installations and configurations on virtual machines.
- Email System Setup:Installed Exchange 2016 using PowerShell and ensured encryption on databases.
- System Administration:Managed user accounts in AD, performed system administration tasks, and conducted server migrations.
- Software and System Maintenance:Conducted patching, updating, and troubleshooting of operating systems and applications.
- Network Configuration:Set up clustered environments, configured domains, and managed various information systems.
Timeline
IT Technical Support Specialist
ALERTUS TECHNOLOGY
05.2021 - 11.2023
IT Technical Support Specialist
PNC Bank
06.2017 - 04.2021
Bachelor of Science - Computer And Information Sciences
Western Governors University
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