Ahone Masango
Summary
Highly proficient is desktop support, Diagnosing hardware & software faults, Data protection Act Evaluating and testing new technology, Windows Active Directory Solution-focused Technical Support Engineer known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software configuration, and system diagnostics. Excel in problem-solving, communication, and team collaboration, ensuring seamless operations and client satisfaction.
Overview
11
11
years of professional experience
Work History
Technical Support Engineer
ELI LILLY and Company
01.2021 - Current
- Company Overview: TCS Contractor for ELI LILLY and Company
- Proficient Microsoft Office skills (Outlook, Word, Excel, PowerPoint etc.)
- Strong Microsoft Operating System installation and troubleshooting skills
- Strong Break / Fix skills Desktops, Workstations, Notebooks and Printers and Handheld devices / according to GMP
- Experience with remote access via LogMeIn to troubleshoot and resolve user pc technical issues
- Break-fix, troubleshoot and resolve software issues; Reimaging computers/hard drives
- Backing up and restoring user data, settings and associated systems administration activities
- Assist Service Desk/Remote Desktop Support teams for hands and feet coordination efforts
- Assist on Incident and Problem management activities
- Experience with service now ticketing system
- TCS Contractor for ELI LILLY and Company
- Configured system settings according to customer needs using scripting language tools such as PowerShell.
- Created scripts using PowerShell to automate daily tasks such as patching servers or creating user accounts.
- Performed daily maintenance tasks on the SharePoint environment including backups, patching and performance tuning.
Technical Support Engineer
SHEIN
01.2023 - 01.2024
- Company Overview: IRON SYS Contractor for SHEIN
- Maintain and serviced fulfilment center with daily maintenance on systems in production environment
- Supported and maintained Warehouse
- / Manufacturing Environment
- Supported the installation, configuration and administration of client hardware, software and operating systems
- Provided Technical Expertise and support related to Manufacturing Environment
- Patch management MS operating Systems, Antivirus
- Assisted in Development and Improvement of standard operating procedures for All Processes
- Provided support for Activities that can be planned, such as network Configuration, Updates and Rollouts
- Developed a strong technical understanding of a production Environment Equipment used in a Manufacturing area
- Assisted in setting up/installing new existing hardware as needed, laptops, Monitors printers and scanners., local networks
- IRON SYS Contractor for SHEIN
- Managed user accounts in Active Directory.
- Provided technical assistance to end users on Active Directory related queries or incidents.
Linux System Administrator
Metropole Tech
Odenton, MD
01.2016 - 01.2021
- Company Overview: Linux System Administrator
- Assist in the development of the IT departmental policies and procedures and recommends to management suggestions for improvement
- Administered permissions and setting up of audit trail to gather information about client usage
- Provide support for the development and maintenance of stage, test, and development environments for distributed applications
- Work with developers to get projects developed and implemented
- Perform configuration management and provide equipment upgrade recommendations
- Assist with activities of system design, implementation, administration, and network management
- Work with line of business and developers to execute scheduled tasks during each development cycle according to the SDLC (Software Development Lifecycle)
- Maintain an expert knowledge of all assigned computer applications and a working knowledge of all other applications operating in the same or integrated environments
- Full round experience with ticketing systems
- Maintained system backup and assist to restore procedures and provide required training to all users
- Designed and maintained system tools for all scripts and automation processes and monitor all capacity planning
- Integrated required software and resolve all issues across various technologies and design require enterprise servers and provide back up support
- Evaluated all documents according to system requirements and evaluate all design and perform tests on all development activities and administer all complex methodologies
- Monitored everyday systems and evaluate availability of all server resources and perform all activities for Linux servers
- Configured and deployed all virtual machines and install and provide backup to all configuration procedures
- Performed tests on all new software and maintain patches for management services and perform audit on all security processes
- Linux System Administrator
IT Support Administrator
Human Touch Health
Washington D
01.2014 - 01.2016
- Provided day-to-day support for all Windows Operating Systems and Office products
- Planned and recommended network hardware, systems management software and Architecture
- Provide phone support to end-users to correct their hardware, software, and connectivity Problems
- Troubleshoot desktop and laptop hardware all associated peripherals
- Developed and maintained maintenance and contingency plans documentation for server infrastructure
- Collaborated with other IT teams on projects involving integration between existing systems and Office 365 solutions.
- Resolved any compatibility issues that occurred while integrating third party software applications with portals running on Microsoft Office 365 suite products and services.
Education
University of Maryland - Cyber security management and policy, Information management and policy
University of Maryland
10.2024
Skills
- Hardware Proficient
- Usability testing
- Project management
- Strong Time Management
- High call center volumes
- Active Directory
- Power Shell
- Intune
- Share point
- Networking
- VMWare
- LAN/WAN
- TCP/IP
- Routers
- RDP
- Unix/Linux
- Ubuntu
- Windows
Languages
- English
- French
- Spanish
- Mandarin
Timeline
Technical Support Engineer
SHEIN
01.2023 - 01.2024
Technical Support Engineer
ELI LILLY and Company
01.2021 - Current
Linux System Administrator
Metropole Tech
01.2016 - 01.2021
IT Support Administrator
Human Touch Health
01.2014 - 01.2016
University of Maryland - Cyber security management and policy, Information management and policy
University of Maryland