Charles Nyamsaba
Topeka,KS
Summary
Grounded and solution-oriented Computer Science Graduate focused on Database Management. With 3+ years of experience as a Network Operation Specialist and Desktop Support Specialist, well-versed in providing technical support to in-house and remote end-users. Possess excellent back-end and front-end development experience and technical expertise. A great team player who exceeds expectations and always exhibits a positive attitude. Seeking an opportunity to contribute to the growth and success of an organization.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Desktop Support Specialist II
University Of Kansas Health System-Olathe Health
2021.06 - Current
- Proactively maintaining all end-user hardware and software and performing all necessary system administration tasks to maintain high levels of performance and availability, i.e
- Maintaining documentation regarding device configuration and operating procedures for all end-user hardware and software
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Mentored junior team members in best practices for troubleshooting and customer service, enhancing overall team performance in providing top-notch support services.
- Maintained detailed documentation on all resolved issues for future reference and knowledge sharing among the team members.
- Assist all employees, clinicians, and physicians with support and troubleshooting for all end-user hardware and software
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and [Type] policies.
- And resolving the issues in a timely and effective manner per SLAs
- Tracking all hardware through the entire life cycle – acquisition, deployment, operation, and disposal
- Complete assigned projects on time and within budget
- Following established project management protocol
- Answering, evaluating, and prioritizing incoming telephone, voice mail, e-mail, and in-person requests for assistance from users experiencing problems with hardware, software, networking, and other computer-related technologies
- Monitor tickets in multiple queues to facilitate the processing of all customer support requests and examines personal queues to prioritize and complete work to meet or exceed response and resolution targets
- Install all end-user hardware including workstations, printers, and other peripheral devices.
- Enhanced system performance by implementing regular software updates and hardware maintenance.
Network Operations Specialist- IAM
Sprint/T-Mobile
2019.10 - 2021.04
- Managed user provisioning, including the creation, modification, and deactivation of user accounts according to access policies.
- Assisted in responding to security incidents related to identity and access management, including investigating unauthorized access attempts and implementing remediation measures.
- Delivered quality customer service to internal customers by providing them with a single point of contact to report problems and manage issues.
- Processed access requests promptly, including granting or revoking privileges and maintaining thorough authorization documentation.
- Maintained documentation related to IAM processes, procedures, and configurations, and generate reports on access management activities and compliance status.
- Ensured the knowledge base is up to date and led a continuous effort to provide quality-tested content and feedback.
- Ensured compliance with relevant regulations, standards, and industry frameworks related to identity and access management, such as GDPR, HIPAA, and NIST guidelines.
- Provided administrative bridge management and oversight during network events/outages.
Sales Consultant
Office Depot
2019.10 - 2020.01
- Assisted an average of 40 customers daily, offering recommendations that led to $3K in additional revenue.
- Provided technical support for internal devices including printers, computers, and software applications.
- Stocked, replenished, and organized inventory with 10% faster efficiency, maintaining accuracy, and ensuring customer satisfaction.
Graduate Teaching Assistant
Frostburg State University
2018.08 - 2019.05
- Conducted tutoring sessions at the undergraduate level to bolster understanding, delivering personalized assistance to students.
- Employed diverse grading methods to assess coursework, offering timely and constructive feedback to aid student learning.
- Collaborated in the creation of teaching materials aligned with learning objectives, fostering effective content delivery in line with educational goals.
Education
MS in Applied Computer Science -
Frostburg State University
Frostburg, MD05.2019
BS in Computer Application/Computer Science -
Acharya Institute of Technology
Bengaluru, India05.2017
Skills
- SDLC
- SQL
- PL/SQL
- JAVA
- SQL DEVELOPER TOOLS
- SSRS
- POWER BI
- SSMS
- PHP
- JAVASCRIPT
- MYSQL
- AZURE
- Active Directory Management
- End-User Training
- Patch management
- BOOTSTRAP
- HTML5
- CSS
- APACHE
- WINDOWS
- IOS
- SYSTEM MONITORING
- MS OFFICE SUITE
- ECLIPSE
- VISUAL STUDIO CODE
- ANDROID MOBILE DEVELOPMENT
- MICROSOFT SQL SERVER
- SHAREPOINT
- AWS
- ANDROID STUDIO
- MDM
- IAM
- RDP
- SERVICE MANAGER
- IVANTI SERVICE MANAGER
- HW/SW TROUBLESHOOTING
- ADAXES
- Possess good verbal and written communication skills.
- Detail-oriented and strong interpersonal skills.
- Strong Conceptual, Analytical, and Logical skills.
- Good motivator, enthusiastic and open-minded.
- Ability to work in a team and under pressure.
Accomplishments
- 70% success rate in tutoring students with failing grades finishing their courses with a B average.
- Received 20+ Employee appreciation for touching lives at OlatheHealth (Work Recognition Appreciation Email).
Certification
Microsoft Certified: Azure Fundamentals(AZ-900)
Microsoft 365 Certified: Fundamentals (MS-900)
Timeline
Desktop Support Specialist II
University Of Kansas Health System-Olathe Health
2021.06 - Current
Network Operations Specialist- IAM
Sprint/T-Mobile
2019.10 - 2021.04
Sales Consultant
Office Depot
2019.10 - 2020.01
Graduate Teaching Assistant
Frostburg State University
2018.08 - 2019.05
MS in Applied Computer Science -
Frostburg State University
BS in Computer Application/Computer Science -
Acharya Institute of Technology
Microsoft Certified: Azure Fundamentals(AZ-900)
Microsoft 365 Certified: Fundamentals (MS-900)
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