Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

ANDREW KOROMA

Lanham

Summary

Dedicated IT Service Technician experienced in troubleshooting and resolving hardware and software issues. Skilled in managing teams, maintaining system integrity, and delivering exceptional customer service to support organizational goals.

Overview

4
4
years of professional experience
1
1
Certification

Work History

Service Technician

International Computer Sciences Inc.
Annapolis
02.2024 - Current
  • Provide top-notch IT support remotely, on-site, and over the phone, building great relationships with clients and inspiring the support team.
  • Troubleshoot and resolved issues involving desktops, laptops, servers, networking, and cloud services.
  • Support Microsoft 365, Active Directory, and virtualization platforms (Hyper-V, VMware etc.)
  • Support EMR/EHR systems
  • Maintain systems, applications, security, and network configurations.
  • Handle upgrades, patches, and equipment.
  • Resolve technical queries in line with Service Level Agreements and progressing tickets.
  • Maintain documentation in ITGlue and update tickets in ConnectWise in real time.
  • Analyzing, proposing, and executing network solutions.
  • Hardware troubleshooting and installing replacement devices (UPS, PC, Mac, Switch, Router, firewall, VOIP phones, Access points, etc.)
  • Leading and managing a pod of four other technicians ranging in different levels of technical experience.

Technical Support Specialist

Perpetual School of Nursing
Silver Spring
09.2021 - 02.2024
  • Responsible for providing network and desktop support to Perpetual Nursing School systems to ensure that systems are always available to staff and students.
  • Work in fast-paced environment and upgraded all laptops and workstations from Windows 8 to Windows 10.
  • Install, diagnose, repair, maintain, and upgrade all hardware and equipment while ensuring Optimal workstation performance.
  • Troubleshoot problem areas in a timely and accurate fashion and provide end user training and assistance where required. Work independently and with team to resolve challenging technical issues.
  • Configure mobile devices such as iPhones, iPads, and tablets. Provide Active directory administration and apply encryption when applicable.
  • Upgraded School servers from Operating System 2012 to Windows Server 2016.
  • Managed user accounts and passwords in Active Directory (AD).
  • Maintained accurate records of support requests and resolutions using a help desk ticketing system.
  • Provided training and support to remote users and virtual students.
  • Provided training and education to end-users on proper use of hardware and software applications.
  • Resolved hardware and software issues related to desktops, laptops, printers, and mobile devices.
  • Installed and configured software applications and performed software updates and quarterly patches.
  • Responded to service desk calls and entered information into tracking software such as Remedy and actively monitors the progress/status of user complications.
  • Reset and unlock password for users using Active Directory.
  • Reset VPN token for client connectivity. Imaged desktop and laptop for multiple users.
  • Responded to and resolved first level computer support and troubleshooting requests.
  • Strong customer service and customer focus skills to deal with difficult customers effectively and professionally.
  • Excellent verbal communication skills. Ability to communicate with users having a wide variety of computer skills.
  • Experience in a 24/7 environment support as needed, based on a limited system downtime during internal or external outage or peak periods.
  • Identified, isolate and repair computer equipment that are showing wear and tear as well as doing preventive maintenance routine work.
  • Maintains technical knowledge by attending educational workshops, reviewing technical publications.
  • Maintains client confidence and protects operations by keeping information confidential.
  • Managed the IT hardware assets ensuring inventory records are immediately updated for any new equipment, re-assignment, retirement, and disposal.

Education

Bachelor’s Degree - Computer Science

Bowie State University
Bowie, MD
08-2026

AA Degree - General Studies

Prince Georges Community College
Largo, Maryland
05.2022

Skills

  • Windows Server (2012 and higher)
  • Active Directory management
  • Windows 10
  • Windows 11
  • Office 365
  • Microsoft 365
  • Entra ID
  • Datto
  • Veeam Backup
  • SonicWall
  • Cisco Meraki
  • Sentinel One
  • Webroot
  • Barracuda
  • Avanan
  • Intune MDM
  • Network troubleshooting
  • Hardware installation
  • Documentation management
  • Team leadership
  • Project management
  • Systems maintenance
  • Unifi
  • IDrac
  • NinjaOne
  • Auvik

Certification

  • CompTia Security+ certified
  • CompTia CYSA+ certified

References

Available Upon Request

Timeline

Service Technician

International Computer Sciences Inc.
02.2024 - Current

Technical Support Specialist

Perpetual School of Nursing
09.2021 - 02.2024

Bachelor’s Degree - Computer Science

Bowie State University

AA Degree - General Studies

Prince Georges Community College

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ANDREW KOROMA