Che Kimbi
Forney
Summary
IT Support Technician with a strong focus on enhancing user experience through effective incident management and structured troubleshooting methodologies. Achieved a 90% first-call resolution rate while managing support for over 200 end users, consistently meeting SLA targets and maintaining high customer satisfaction.
Overview
3
3
years of professional experience
1
1
Certification
Work History
IT Support Specialist
TD Bank
Washington
03.2024 - Current
- Led Tier 1 and Tier 2 IT support operations for 200+ end users, achieving a 90 percent first-call resolution rate by applying structured troubleshooting methodologies and ITIL-based incident management.
- Diagnosed and resolved hardware, software, and network connectivity issues (LAN/WAN, VPN, printers), maintaining a 94 percent first-contact resolution rate across support requests.
- Managed and resolved 40+ weekly service tickets through a centralized ticketing system, consistently meeting SLA response and resolution targets while maintaining high customer satisfaction.
- Administered Active Directory environments, including user provisioning, access control, and password management, ensuring secure and efficient identity and access management processes.
- Identified recurring Windows system issues and implemented standardized troubleshooting procedures, reducing average resolution time by 17 minutes per ticket, enhancing user experience.
- Designed onboarding and troubleshooting guides to accelerate new IT support staff ramp-up time by 30 percent, ensuring consistent knowledge transfer.
- Collaborated with IT Systems and Infrastructure teams on asset lifecycle management, device imaging, and procurement, reducing operational costs by 15 percent through vendor optimization.
Help Desk Support
Pontoon Solutions
Jacksonville
03.2023 - 01.2024
- Led high-volume help desk support operations, resolving 150+ technical support tickets monthly while maintaining a 95 percent customer satisfaction rate through efficient issue resolution and user-focused service delivery.
- Provided Tier 1 technical support for hardware, software, and basic network issues, ensuring timely escalation and minimal disruption to business operations.
- Delivered end-user support via phone, email, and remote tools, ensuring clear communication and high-quality customer service.
- Implemented and optimized a ticketing system workflow, improving average issue resolution time by 20 percent and enhancing overall service efficiency.
- Trained and onboarded new help desk technicians on internal systems, tools, and support procedures, reducing onboarding time by 30 percent and improving team productivity.
- Collaborated with cross-functional IT teams to enhance knowledge base articles and troubleshooting guides, reducing repeat incidents and support volume.
- Conducted periodic reviews of help desk processes and workflows, identifying gaps and implementing improvements to align with evolving technologies.
- Maintained accurate ticket documentation, status updates, and resolution notes to support reporting, trend analysis, and continuous service improvement.
- Actively pursued professional development in IT support best practices, staying current with emerging technologies, tools, and service management methodologies.
Education
Bachelor of Science - Cybersecurity
University of Bamenda
Bamenda, Cameroon12-2021
Bachelor's Degree - Computer Science
University of Buea
Buea, Cameroon12-2018
Skills
- IT Support & Operations
Incident Management, Service Requests, Ticketing Systems, Ticket Triage, Escalation, SLA, ITIL, Tier 1 Support, Tier 2 Support - Systems & User Support
Active Directory, Group Policy, User Accounts, Permissions, Microsoft 365, Exchange, Teams, OneDrive, Windows, macOS, Linux, Hardware, Software, Workstations, Printers, Peripherals, Remote Support - Networking & Security
TCP/IP, DNS, DHCP, VPN, LAN/WAN, Wi-Fi, Firewalls, Network Troubleshooting, Access Control, MFA, Endpoint Security, Patch Management, Antivirus
- Tools & Platforms
ServiceNow, Jira, Zendesk, Confluence, Freshdesk, Microsoft 365 Admin Center, TeamViewer, AnyDesk, Remote Desktop, Zoom - Documentation & Support
Knowledge Base, SOPs, Incident Reports, Troubleshooting Guides, User Support, Call Handling, Email Support, Chat Support, Customer Satisfaction - Soft Skills
Problem Solving, Communication, Time Management, Attention to Detail, Teamwork, Adaptability
Websites
Certification
- CompTIA A+
- CompTIA Sec+
- Microsoft Azure Essentials
- Amazon Cloud Essentials
Accomplishments
- Successfully led a project to migrate the company's data to a new cloud server, resulting in a 30% increase in efficiency.
- Achieved a 98% customer satisfaction score for IT support services in 2024.
Software And Tools
ServiceNow, Jira, Confluence, Remote Desktop / TeamViewer, CrowdStrike Falcon, Wireshark, Powershell, Linux, Microsoft Teams, Slack, Python
Timeline
IT Support Specialist
TD Bank
03.2024 - Current
Help Desk Support
Pontoon Solutions
03.2023 - 01.2024
Bachelor of Science - Cybersecurity
University of Bamenda
Bachelor's Degree - Computer Science
University of Buea