Asonganyi Fontem
Marietta,GA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
5
5
years of professional experience
Work History
IT Support Technician
Kaiser Permanente
06.2023 - Current
- Created user accounts and assigned permissions.
- Offered assistance in implementing and developing training programs.
- Implemented a user-friendly scheduling system to streamline appointment bookings and improve overall time management practices among staff members.
- Managed call flow and responded to technical support needs of customers
- Defined and documented technical best practices
- Provided On-call support for critical issues.
IT Support Technician
Cigna
01.2020 - 05.2023
- Worked closely with software vendors to report and resolve any identified issues, ensuring that the technology environment remained stable and reliable for all users.
- Provided input during technology refresh cycles to ensure alignment between business needs and IT capabilities going forward.
- Streamlined IT processes for increased efficiency and reduced downtime.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Implemented security measures to protect sensitive data and prevent unauthorized access or breaches.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Developed comprehensive documentation for internal knowledge base, promoting self-service resolution for common issues.
- Managed high levels of call flow and responded to technical support needs.
Education
Master of Science - Information Technology, Database Systems
University of Maryland Global Campus
Adelphi, Maryland, Unites States05.2025
Bachelor of Arts - Communication
University of Maryland Global Campus
Adelphi, Maryland, United States12.2023
Skills
- Remote Desktop Support
- Help Desk Support
- Technical Troubleshooting
- Operating Systems (Windows, macOS, Linux)
- Networking
- Customer Service
- Software Installation and Configuration
- Hardware Knowledge
- Problem-Solving
- Documentation
- Remote Support
- Security Practices
Timeline
IT Support Technician
Kaiser Permanente
06.2023 - Current
IT Support Technician
Cigna
01.2020 - 05.2023
Master of Science - Information Technology, Database Systems
University of Maryland Global Campus
Bachelor of Arts - Communication
University of Maryland Global Campus