Boris Ndongla
Rogers,MN
Summary
IT Service Desk Specialist with 3+ years of progressive experience providing end-to-end technical support in enterprise and media environments. Adept at diagnosing and resolving complex hardware, software, network and telephony issues, triaging incidents, and delivering exceptional customer service across multiple channels. Demonstrated expertise in Active Directory, Microsoft 365, Cisco VoIP, VPN security, and ITIL-based incident and service request management. Proven ability to work collaboratively in 24/7 shift operations, coach end users remotely and onsite, and document knowledge articles to drive self-service. Seeking to leverage technical and interpersonal skills to support a dynamic enterprise service desk environment.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Enterprise Service Desk Technician
Engaze Media
03.2023 - Current
- Provide Tier 1 and Tier 2 support to over 1,200 employees across Engaze Media's creative, marketing and technology teams, ensuring timely resolution of incidents and service requests Helix.
- Triage, analyze and resolve 70% of tickets at first contact, reducing ticket escalations by 15% within six months by leveraging strong troubleshooting skills and thorough root-cause analysis.
- Manage user account provisioning and deprovisioning using Active Directory, Exchange Admin Center and Microsoft Identity Manager, ensuring compliance with security and access policies.
- Support the Microsoft 365 suite (Outlook, SharePoint, Teams, OneDrive) by assisting with application issues, license assignments, and hybrid cloud/on-premise integrations.
- Configure and administer Cisco VoIP desk phones and softphones, including number provisioning, voicemail setup and troubleshooting voice quality issues.
- Utilize Intune for patch management, software deployment, mobile device enrollment and remote management of laptops, tablets and smartphones.
- Handle VPN, LAN/WAN connectivity and MFA issues, verifying configurations and coordinating with network engineers to restore services.
- Document knowledge articles and ticket notes adhering to ITIL best practices, which improved knowledge base searchability and reduced average handle time by 20%.
- Participate in 24×7 rotational schedule, including night and weekend shifts, maintaining full coverage and rapid response time for critical incidents.
IT Support Specialist
Springpath Mental Health
01.2021 - 02.2023
- Delivered remote and desk-side support for approximately 800 corporate users across three campuses, utilizing ServiceNow to track incidents and service requests.
- Conducted hardware and software troubleshooting on laptops, desktops and mobile devices; assisted with OS upgrades, image deployment and peripheral setup.
- Maintained and provisioned Active Directory accounts, groups and permissions, ensuring proper access controls and performing regular audits.
- Managed onboarding/offboarding process: created email accounts, assigned licenses, configured MFA, and ensured timely de-provisioning of departing staff.
- Supported VoIP telephony (Cisco Call Manager) by configuring extensions, call routing, voicemail and conferencing; partnered with third-party vendor for escalated voice-network issues.
- Assisted with Office 365 migration, educating users on new features and providing training on Teams, OneDrive and SharePoint collaboration tools.
- Earned consistent positive feedback for strong interpersonal skills, empathy and ability to communicate technical information to non-technical users.
Education
Bachelor of Science - Cybersecurity
Grand Canyon University
Phoenix, AZ10.2025
Skills
- Windows 10/11
- MacOS
- ITIL v4 Foundations
- Microsoft 365 (Azure AD, EAC, Teams)
- BMC Remedy/Helix
- ServiceNow
- Active Directory
- Group Policy
- BeyondTrust/Bomgar
- TeamViewer
- MECM
- Endpoint Manager (Intune)
- Cisco VoIP/WebEx
- MS Teams
- Telephony
- Knowledge Base authoring
- VPN
- MFA
- LAN/WAN troubleshooting
- Mobile Device Management (MDM)
- SLA adherence
- Ticket metrics
Certification
- CompTIA A+ Certification, CompTIA, 2025-12-31
- Comptia Security+, CompTIA
Timeline
Enterprise Service Desk Technician
Engaze Media
03.2023 - Current
IT Support Specialist
Springpath Mental Health
01.2021 - 02.2023
Bachelor of Science - Cybersecurity
Grand Canyon University
Core Competencies
Windows 10/11, macOS, Microsoft 365 (Azure AD, EAC, Teams), Active Directory & Group Policy, MECM & Endpoint Manager (Intune), Cisco VoIP/WebEx & MS Teams Telephony, VPN, MFA, LAN/WAN troubleshooting, Mobile Device Management (MDM), ITIL v4 Foundations certification, BMC Remedy/Helix, ServiceNow, BeyondTrust/Bomgar, TeamViewer, Customer-first mindset, Effective verbal & written communication, Active listening & empathy, Analytical problem-solver, Knowledge Base authoring, Time management & multitasking, Collaboration & teamwork, Adaptable & continuous learner
Additional Highlights
- Recognized by supervisors for maintaining high customer satisfaction scores (4.8/5) through effective communication and follow-up.
- Proactively researched and implemented best practices for mobile device management, reducing device enrollment time by 30%.
- Comfortable working onsite at Engaze Media's offices and remotely; flexible to accommodate non-standard shifts to support a 24/7 environment.
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