Abraham Tsuma
Gaithersburg,MD
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
2
2
years of professional experience
Work History
Help Desk Team Lead
Westat
Rockville, MD
12.2021 - Current
- Helps drive decisions on administrative or operational matters and ensures operations' effective achievement of objectives
- Applies basic diagnostic techniques to identify problems, investigate causes, and recommend solutions
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Assisted with updating technical support best practices for use by team.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Managed help desk consisting of 5+ employees and conducted performance evaluations.
Cyber Business Analyst Apprenticeship
MyTechBF
Remote, Remote
08.2021 - 12.2022
- Learned how to Implement risk management efforts to reduce risk to technology business processes, and strengthen controls
- Learned how to analyze and research known indicators of compromise (IOCs) correlate events, and identify malicious activity
- Learned how to serve as liaison between technology and business end-users
- Performed gap analysis to identify areas of improvement.
- Created dashboards to monitor and track key performance indicators.
Education
Associates -
Montgomery College
Rockville2018
Diploma - undefined
Watkins Mill
2014
Skills
- Helpdesk Support Coordination
- Voice over Internet Protocol (VoIP)
- Policy Development Support
- User Experience
- Report Analysis
- Ticket Management
- Service Desk Team Supervision
- Documentation Support
Accomplishments
- (2022) Salesforce Manual for new users – Helped create a How-to training manual for Salesforce that has been implemented within your organization for User acceptance training (UAT) Presented in Draw.io
- (2022) Personalized User Persona Card - Created a User Persona Card for myself detailing my goals, frustrations, and my personal bio at the current time
- (2022) Personalized SWOT Analysis – Performed a SWOT analysis on myself and outlined my Strengths, Weakness, Opportunities, and Threats
- (2022) Vendor Analysis between ServiceNow and BMC Remedy – Helped orchestrate a vendor analysis between ServiceNow and BMC Remedy to determine which was the more superior ITSM
Timeline
Help Desk Team Lead
Westat
12.2021 - Current
Cyber Business Analyst Apprenticeship
MyTechBF
08.2021 - 12.2022
Associates -
Montgomery College
Diploma - undefined
Watkins Mill