Brigitte Amandine Ngono
Gaithersburg,MD
Overview
9
9
years of professional experience
Work History
NAEP PROJECT AT WESTAT
WESTAT National Assessment Of Educational Progress
Rockville, MD
09.2023 - Current
- Calling candidates and references
- Conducting Reference checks
- Use PureCloud Voip telephone software to make and receive telephone calls through our computer
- Transfer calls to other agents
- Reply to internal chat
- Provide instructions on how to enter contact information into WorkNAEP.COM
- Using outlook to send and receive emails
IT Support Specialist
CSAAC
01.2019 - Current
- Provides technical support to users for IT related hardware and software
- Ensure the daily optimal performance of all computer systems
- Sets up equipment and domain accounts for employee use, ensuring installation of appropriate software
- Instructs and provides training to employees in the proper use of IT related software and hardware
- Provide basic printer support
- Use a ticket tracking system such as Remedy to access assigned tickets and close them
- Maintain end user accounts, permissions, access rights and network connectivity
- Use TCP/IP troubleshooting tools to troubleshoot and resolve network connectivity and DNS related issues
- Experience with Local and network printing setup
- Understanding of both wired and wireless networks
- Utilizes available tools, such as remote Assistance, email and public technical documentation and guidance to resolve technical problems
- Follow up with escalation points of contact to ensure satisfactory resolution of end user technical problems as needed
- Identifies and diffuses challenging end user behavior using established customer service techniques
- Logs call information into the Support Team system for tracking and escalation
- Contributes to development and maintenance of Level 1 technical documentation as needed.
Help Desk Support
Montgomery College
04.2015 - 01.2019
- Install, troubleshoot, and repair hardware and software according to the standards set by the company Information Technology Department
- Provide Windows 7,8 and 10 Desktop support (troubleshoot OS and applications)
- Sets up equipment and domain accounts for employee use, ensuring installation of appropriate software
- Instructs and provides training to employees in the proper use of IT related software and hardware
- Provide basic printer support
- Hardware repairs to PCs and Laptops
- Support phones and tablets
- Troubleshoot and resolve OS, application, malware desktop related issues on various Windows NOS
- Use TCP/IP troubleshooting tools to troubleshoot and resolve network connectivity and DNS related issues
- Configure Windows NOS clients to join the domain as well as configure file and print sharing on some windows NOS to enable resource sharing
- Experience with Local and network printing setup
- Understanding of both wired and wireless networks
- Basic hardware troubleshooting, including upgrades to system hardware and software components
- Follow up with escalation points of contact to ensure satisfactory resolution of end user technical problems as needed
- Identifies and diffuses challenging end user behavior using established customer service techniques
- Logs call information into the Support Team system for tracking and escalation
- Contributes to development and maintenance of Level 1 technical documentation as needed.
Education
Associate of Arts - General Studies
Montgomery College
Rockville, MD05.2019
Skills
- Four years of experience in technical support in Windows environments, with hands-on expertise in networking and systems integration
- Operating Systems: Windows (7, 8, 10, 2008,2012, 2016)
- Introducing Servers and Workstation to the network; Installation and configuration of Windows OS 7, 8, 10 2012 and 2016
- Provide support for information assurance artifacts such as SCAP results, NESSUS scans and report
- Leveraged skills in TCP/IP, DNS, DHCP and Network Troubleshooting
- Experience in Package Management, Patching, Monitoring and Security Hardening of Windows WorkStations
- Experience in Active directory
- Experience in Imaging and Backup
- Windows 7, 8 and 10 NOS imaging and configurations and software deployment
- Experience in Microsoft 365 platform (Microsoft outlook)
- Ability to manage time and effectively prioritize numerous projects at one time
- Ability to work cooperatively and to function well in a team environment
- A fast learner, who is multitasking, pays attention to details, with an ongoing desire to learn new Technology
- Language: English - Fluent, French - Fluent
References
Professional References upon request.
Languages
French
Native or Bilingual
Timeline
NAEP PROJECT AT WESTAT
WESTAT National Assessment Of Educational Progress
09.2023 - Current
IT Support Specialist
CSAAC
01.2019 - Current
Help Desk Support
Montgomery College
04.2015 - 01.2019
Associate of Arts - General Studies
Montgomery College