Cedrick Kouam
Chicago,IL
Summary
Dynamic IT professional with extensive experience at Northwinds Technology Solutions, excelling in technical support and troubleshooting. Proficient in both Windows and macOS environments, successfully implemented process automation strategies that significantly enhanced service delivery. Renowned for building strong customer relationships and effectively managing incident documentation and risk identification to ensure seamless operations and maximize user satisfaction. Committed to leveraging technical expertise and interpersonal skills to drive continuous improvement in IT service management.
Overview
1
1
Certification
7
7
years of professional experience
Work History
Service Desk/Onsite Support Technician
Northwinds Technology Solutions
03.2022 - Current
- Managed 20-30 incoming support requests across various channels, delivering prompt and courteous assistance. Weekly
- Documented user information, prioritized requests, and escalated complex issues as necessary.
- Utilized diagnostic tools to troubleshoot and resolve hardware and software issues effectively.
- Performed maintenance tasks, including software installations and hardware upgrades for end-user devices.
- Oversaw asset tracking and deployment, ensuring adherence to documented management procedures.
- Collaborated with senior technicians to gain exposure to security best practices and operational workflows.
Service Advisor/ Agent
Best Buy/ Geek Squad
07.2019 - 10.2021
- Installed and configured software, modified and repaired hardware, and resolved a wide range of technical issues for desktops, laptops, and mobile devices.
- Provided support through ticketing systems and remote assistance, addressing customer problems efficiently and courteously.
- Implemented new technologies and process automations, improving operational efficiency and service delivery.
- Restored and managed data, operating systems, files, and drivers, ensuring smooth system functionality.
- Assisted in repairing and maintaining in-store equipment, including scanners and printers, and provided technical advice to customers on product selection and issue resolution.
- Developed strong customer relationships by understanding their needs and providing tailored technology solutions.
- Developed strong customer relationships by delivering tailored technology solutions based on needs.
Education
Bachelors - Information Systems
Illinois State University
Normal, IL05-2023
GED -
Jacobs High School
Algonquin, IL05-2018
Skills
- Windows and macOS
- Microsoft Azure and 365
- VMware and RDS
- Mobile device management
- Workstation hardware support
- Service Now/Jira
- Active Directory management
- Endpoint Central administration
- Technical support and troubleshooting
- Security monitoring and alerting
- Incident documentation and reporting
- Risk identification and escalation
- Log review and analysis
- Networking fundamentals (TCP/IP, DNS)
Certification
CompTIA Security +
Languages
English
Native/ Bilingual
French
Native/ Bilingual
Projects
Delta Dental of IL Laptop Refresh Project, Successfully transitioned approximately 250 users to new company issued laptops within a 6-month timeframe using software tools such as Microsoft Intune, Microsoft Azure and AD Manager., Received positive feedback from users, highlighting improved performance and enhanced productivity., Enhanced team collaboration and project execution skills through effective planning and communication., Gathered feedback from users post-implementation to evaluate their satisfaction and identify areas for improvement in future projects., Documented lessons learned and best practices for future laptop deployment initiatives.
Timeline
Service Desk/Onsite Support Technician
Northwinds Technology Solutions
03.2022 - Current
Service Advisor/ Agent
Best Buy/ Geek Squad
07.2019 - 10.2021
GED -
Jacobs High School
Bachelors - Information Systems
Illinois State University