ASSAN SARR
Raleigh,NC
Summary
Information Technology specialist skilled at management of computer systems, technical support and training. I am proficient in taking responsibility of computer systems, designing, and installing software, performing test and resolving hardware issues. Experienced support team member with an earnest and upbeat nature. Detail-oriented and organized multitasker with good communication strengths and demonstrated talent for handling dynamic and demanding needs. Competent in [Area of expertise] and support of desktop applications. Multi-talented Support Specialist effective at managing information, technical concerns and team member support needs with speed and efficiency. Self-directed and knowledgeable with excellent relationship building and critical thinking skills. Bringing 5 years of experience in technology.
Overview
1
1
Certification
8
8
years of professional experience
Work History
Desktop Support Technician
EPA(contractor)
Morrisville, NC
07.2023 - Current
- Resolved service requests by individually troubleshooting and addressing user issues.
- Oversaw hardware, software and networking component monitoring, testing and installation to assist maintenance and migration.
- Lent technical support, consulting and implementation services to maintain system performance thresholds.
- Supported users with in-person and remote technical assistance.
- Prioritized and fielded IT ticket requests, providing technical support, troubleshooting and issue resolution to maintain system performance levels.
- Applied internal policies and procedures to new desktop system onboarding processes, installing required software and peripherals per guidelines.
- Tracked hardware assets, ordering equipment to maintain accessible inventory.
- Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
- Use of service now ticketing system.
- Remote Support
- Security tickets and VM support
Cloud Support Specialist
Point Click Technologies LLC
Raleigh, NC
10.2021 - 07.2023
- Provided excellent customer service and communication skills
- Support the IT team in maintaining hardware, software, and other systems
- Assist with troubleshooting issues and providing technical support
- Lend IT support in cybersecurity, programming, analytics, and data center management
- Provide Onsite support for customers
- Work Remotely with customers to help with their needs
- Proficient with office 365 apps
- Manage devices using Microsoft Intune
- Resolved routing, wireless and other network-related issues.
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Installed and managed connected hardware and application components to assure nonstop environment operations.
- Handled equipment repairs and related trouble reporting.
- Setup Firewalls for our clients.
- Worked with our engineers to troubleshoot any network outages or performance issues onsite.
IT Technician
PKC Technology
Raleigh, NC
01.2019 - 10.2021
- Maintaining working components through repair or replacement
- Assisting with call ins with technical difficulties
- Specialized in troubleshooting with hardware and software issues
- Functional in imaging, installing switches, routers, and PC’s
- Replacing end user PC as well imaging new pcs
- Assist engineers with network cutovers
- Installing VoIP phones as well as AP’s
- Worked with end users to backup files onto new PCs.
- Performed troubleshooting on networking and connectivity issues to restore connections and network access.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Analyzed network issues, developing fixes and troubleshooting problems to maintain organizational effectiveness.
- Installed and managed connected hardware and application components to assure nonstop environment operations.
- Worked with Engineers on the phone to resolve network related issues.
- Rack and stack
Education
Wake Technical Community College
Raleigh, NCECPI
Raleigh, NCSkills
- Extensive customer service experience
- Outstanding written and oral communication skills
- Excellent diagnostic skills and proactive problem solver
- Knowledgeable in installing and configuring appropriate software and hardware functions according to specifications
- Microsoft Office Suite
- Project management
- Hardware updates
- Document management
- Windows XP/Vista
- Customer support needs assessment
- Hardware diagnostics
- MS Office proficiency
- Network Troubleshooting
- Hardware Installation
- Service now Ticketing
- Autotask ticketing system
- Intune and autopilot
- Microsoft 365 admin center
- Imaging
- SCCM experience
- Linux
Certification
- MS-900
AZ-900
Linux Essentials
CompTIA Security +
Timeline
Desktop Support Technician
EPA(contractor)
07.2023 - Current
Cloud Support Specialist
Point Click Technologies LLC
10.2021 - 07.2023
IT Technician
PKC Technology
01.2019 - 10.2021
ECPI
Wake Technical Community College