Cheikhou Siby
City,State
Summary
Dedicated IT professional with 2 years of experience in providing technical support, troubleshooting, and exceptional customer service in fast-paced environments. Adept at diagnosing and resolving hardware, software, and network issues. Strong communication skills, a team-oriented mindset, and a passion for leveraging technology to drive operational success.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Company Name
01.2023 - Current
- Provided Level 1 and Level 2 support for over 500 end-users across multiple locations, maintaining a ticket resolution rate of 95% within SLA timelines
- Diagnosed and resolved hardware issues with desktops, laptops, printers, and peripherals
- Assisted users with account setup, password resets, and permissions management via Active Directory
- Configured and troubleshot email accounts, including Office 365 and Outlook
- Set up and maintained VPN connections for remote employees, ensuring secure access to company resources
- Documented technical procedures and created user guides to streamline support processes
IT Support Specialist
Company Name
06.2021 - 12.2022
- Supported 400+ employees by providing technical assistance via phone, email, and remote tools
- Performed software installations, updates, and patches to ensure system security and performance
- Diagnosed network connectivity issues, escalating unresolved problems to the network team when necessary
- Managed and deployed hardware for new hires, including imaging laptops and configuring user accounts
- Maintained inventory of IT equipment and coordinated with vendors for repairs or replacements
- Monitored system performance and proactively identified potential issues to minimize downtime
Education
Associate’s Degree - Information Technology
Community College Name
City, State05.2021
Skills
- Windows 10
- Windows 11
- MacOS
- Linux
- Active Directory
- Office 365
- ServiceNow
- Remote Desktop
- TCP/IP
- DNS
- DHCP
- VPN
- Printer setup
- Hardware imaging
- Ticketing systems
- Software installation
Websites
Certification
- CompTIA A+, 05/21
- ITIL Foundation, 08/22
Availability
Immediately available for interviews and relocation.
Hobbies and Interests
- Staying updated on emerging technologies
- Cybersecurity basics
- Gaming hardware
Dailytasks
Resolved an average of 20 tickets daily, covering issues such as password resets, printer malfunctions, and software crashes., Provided remote support via tools like TeamViewer and Remote Desktop., Assisted employees with onboarding and ensured hardware/software readiness., Handled 15-20 inbound support requests daily through ticketing systems like ServiceNow or Jira., Walked users through troubleshooting steps for common IT issues, including Wi-Fi connectivity and software setup., Conducted hardware diagnostics for laptops and desktops, arranging replacements as needed.
Languages
English
Full Professional
Timeline
Help Desk Technician
Company Name
01.2023 - Current
IT Support Specialist
Company Name
06.2021 - 12.2022
Associate’s Degree - Information Technology
Community College Name
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