Ange Kom
Grand Prairie,TX
Summary
Dependable and detail-oriented IT Support Specialist with more than three years of hands-on experience supporting end users in fast-paced environments. Skilled in troubleshooting, system configuration, network setup, and cloud fundamentals. Recognized for delivering reliable technical solutions, clear communication with non-technical users, and maintaining strong system uptime and user satisfaction.
Overview
2026
2026
years of professional experience
1
1
Certification
Work History
IT Support Technician
Arise
Dallas, TX
01.2023 - Current
- Provide technical assistance to over 150 employees, managing tickets through ServiceNow and ensuring timely resolution.
- Configure and maintain Active Directory accounts, VPN connections, and user permissions.
- Install and image new computers using MDT; perform system updates and firmware installations.
- Diagnose network connectivity issues and coordinate hardware repairs with vendors.
- Develop step-by-step documentation for recurring issues, improving resolution rates by 25%.
- Support warehouse technology such as RF terminals and label printers essential for logistics operations.
Help Desk Associate
Percepta
Melbourne, FL
2022 - 02.2024
- Delivered front-line IT support via phone, chat, and remote tools for login, email, and software issues.
- Tracked incidents through SysAid, maintaining high service levels and user satisfaction.
- Supported Microsoft 365 applications, including Outlook, Teams, and OneDrive troubleshooting.
- Contributed to a desktop-refresh project upgrading over 120 devices with minimal disruption.
Education
Associate of Applied Science - IT Network Security
Dallas College
Dallas, TX05.2025
Skills
- Operating Systems: Windows 10/11, macOS, iOS
- Software & Tools: Microsoft 365, Active Directory, ServiceNow, SysAid, VPN, MDT Imaging Networking: DNS, DHCP, VPN setup, TCP/IP, Cisco routers/switches, Bookkeeping software
- Cloud Platforms: AWS Cloud (Certified Cloud Practitioner), Azure AD
- Hardware: Printers, UPS systems, RF terminals, cabling, PC builds and upgrades
- Security: BitLocker, Group Policy, endpoint protection tools
- Other: Ticketing systems, Remote Desktop, virtual desktop environments (Hyper-V, WVD)
Websites
Certification
- AWS Certified Cloud Practitioner (2025)
- CompTIA A+ Certification (in progress)
Languages
French
Full Professional
English
Full Professional
Timeline
IT Support Technician
Arise
01.2023 - Current
Help Desk Associate
Percepta
2022 - 02.2024
Associate of Applied Science - IT Network Security
Dallas College