Summary
Overview
Work History
Education
Skills
Work Availability
Certification
Languages
Software
Work Preference
Timeline
Angelique Dje

Angelique Dje

Fredericksburg,VA
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins

Summary

Technical Support Engineer | 6+ Years of Experience
Results-driven Technical Support Engineer with over 6 years of experience resolving complex hardware, software, and network issues across enterprise environments. Proven ability to implement innovative solutions that enhance system reliability and user productivity. Skilled in troubleshooting, end-user support, and incident management, with a strong focus on customer satisfaction and continuous service improvement. Known for clear communication, cross-functional collaboration, and delivering technical support in fast-paced, high-demand settings.

Overview

10
10
years of professional experience

Work History

IT Support Engineer I

Amazon.com Services LLC
09.2020 - Current
  • Delivered ticket-based, walk-up, and remote Helpdesk support to a growing, multi-site user base, ensuring prompt issue resolution and high user satisfaction.
  • Directed engagements with internal teams and external vendors for timely resolution of hardware, software, and network issues.
  • Oversaw routine IT operations including onboarding, hardware lifecycle management, imaging, warranty support, and asset disposal.
  • Developed and enforced processes to ensure reliability, recovery, and optimal performance of user hardware and local services.
  • Participated in a rotating on-call schedule to support production systems, upholding system SLAs and minimizing downtime.
  • Procured, tested, and deployed new hardware and software solutions aligned with organizational needs.
  • Conducted comprehensive Wi-Fi surveys and RF spectrum analyses; documented signal strength, installation audits, and performance validation reports.
  • Managed voice and data circuit installations; coordinated with vendors and internal stakeholders to ensure seamless execution.
  • Delivered outstanding multi-channel support (chat, phone, email, tickets), adhering to internal standards for response time and quality.
  • Coached and mentored new IT hires on advanced technical procedures and best practices.
  • Provided escalation support for critical Sev1 and Sev2 incidents; triaged network/system outages to minimize operational impact.

IT Help Desk Support Technician

Blues Lynx Inc.
09.2018 - 08.2020
  • Installed, troubleshot, and repaired technical issues for laptops, desktops, printers, modems, and monitors for both in-store and on-site clients.
  • Built and customized computer systems tailored to client specifications and performance needs.
  • Installed firewalls and antivirus software; removed spyware and malware to ensure system security and performance.
  • Created and maintained accurate network documentation to support infrastructure reliability and continuity.
  • Administered basic virtual machine and SAN configurations; applied foundational networking knowledge, including IP addressing.
  • Diagnosed and resolved hardware and software issues remotely; escalated unresolved issues as needed.
  • Managed user support tickets across hardware, software, and network-related issues with high attention to detail.
  • Walked users through installation of software, drivers, and peripherals via phone or remote sessions.
  • Conducted remote troubleshooting using targeted questioning and clear, step-by-step guidance.
  • Logged all technical issues and resolutions; followed up with clients to confirm successful outcomes and system functionality.

IT Help Desk Support – Remote

Fraternite Matin
12.2015 - 10.2018
  • IT Support Responsibilities:
  • Provided technical assistance and support for hardware, software, and system-related issues, resolving queries both in person and over the phone.
  • Installed, configured, and upgraded computer systems and applications to ensure optimal performance.
  • Supported system administration tasks and other IT operations as needed to maintain daily business continuity.
  • Tracked and documented IT equipment issues in ticketing systems to ensure timely follow-up and resolution.
  • Creative & Marketing Responsibilities:
  • Translated complex subject matter into clear and engaging visual designs for newsletters, sales collateral, and promotional materials.
  • Created design themes, templates, and graphics for print and digital marketing campaigns.
  • Collaborated closely with the creative team to produce computer-generated artwork aligned with brand and messaging goals.
  • Assisted with production of print and promotional items for key clients under the direction of the marketing department.

Education

Bachelor of Science - Computer Science

IFPG - ISFPT, Abidjan Autonomous District

Skills

  • Hardware: PC/Laptop troubleshooting, printer support, basic networking (routers, switches)
  • Software: Various operating systems like Windows, macOS, Linux, Microsoft Office Suite, ticketing systems like Jira, ServiceNow and Zendesk
  • Networking: Knowledge of fundamentals (TCP/IP, DNS, DHCP, firewalls, etc) and troubleshooting network issues
  • System Administration: Perform system administration tasks, including setup, configuration, and maintenance
  • Cloud Technologies: Microsoft 365, AWS (Basic understanding)
  • Scripting: Scripting languages - Python, Bash
  • Troubleshooting and Problem-Solving: Diagnose, troubleshoot, and resolve technical issues effectively
  • Critical Thinking: Using logical and strategic thinking to approach problems and find the best solutions
  • Customer Service and Communication: Ability to explain technical concepts clearly and concisely to non-technical users
  • Time Management and Organization: Ability to prioritize tasks and manage time effectively, especially when handling multiple issues
  • Documentation: Proficiency in documenting technical issues and solutions

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Certification

AWS Certified Solution Architect Associate

Cisco Certified Network Associate (CCNA)

CompTIA Security +

Splunk Core Certified User

Languages

English
Full Professional
French
Native or Bilingual

Software

Microsoft Word, Microsoft Excel, Microsoft Powerpoint, Adobe Acrobat, InDesign, Photoshop, M365

Work Preference

Work Type

Full Time

Work Location

RemoteHybrid

Important To Me

Career advancementWork-life balanceCompany CulturePersonal development programsWork from home optionHealthcare benefitsStock Options / Equity / Profit Sharing401k matchFlexible work hours

Timeline

IT Support Engineer I - Amazon.com Services LLC
09.2020 - Current
IT Help Desk Support Technician - Blues Lynx Inc.
09.2018 - 08.2020
IT Help Desk Support – Remote - Fraternite Matin
12.2015 - 10.2018
IFPG - ISFPT - Bachelor of Science, Computer Science

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