Christopher Massaquoi
Annandale ,VA
Summary
Results-oriented Desktop Support Engineer with 4 years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory. Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
10
10
years of professional experience
Work History
Desktop Support Lead
5-wits
03.2021 - Current
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Configured hardware, devices, and software to set up work stations for employees.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Installed, configured and maintained computer systems and network connections.
- Configured and tested new software and hardware.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Offered assistance in implementing and developing training programs.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
- Assisted in development of system security protocols.
Server Technician
AWS
03.2022 - 11.2022
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Diagnosed and executed resolution for network and server issues.
- Monitored network hardware operations to evaluate proper configuration.
- Rack,build,cable,configure provision intel and advance micro Devices (AMD) servers
- Professionally resolve hardware issues via a trouble ticket
- Investigated and corrected problems with printers, copiers and other peripheral devices.
- Designed and evaluated WAN and LAN connectivity technologies.
Desktop Support Technician
Breakthrough Healthcare
02.2020 - 02.2021
- Purchased, setup and installed new computers.
- Worked with various systems, software and peripherals and various types of games.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and Hardware policies.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Learned and implemented new software testing procedures.
- Deployed all devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Enhanced helpdesk ticketing system, resulting in 90% reduction in support call turnaround time.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Installed, configured and maintained computer systems and network connections.
Associate Lecturer
Blue Crest Collage
01.2019 - 01.2020
- Participated and led committee meetings to remain aware of developments in subject.
- Maintained interdisciplinary study as guiding principle, establishing partnerships with faculty in other departments to draw parallels with other subjects.
- Reached out to struggling students to identify areas of confusion and rectify issues before exams.
- Planned lectures based on targeted learning outcomes as assigned by organizational leadership.
- Organized and developed eye-catching PowerPoint presentations to facilitate learning objectives.
- Increased student GPAs through modernization of classroom methods and innovative lectures.
- Delivered lectures at appropriate pace and pronunciation for optimal audience comprehension by non-native English-speaking students.
- Graded assignments according to strict institutional policies and upheld guidelines for academic integrity.
- Scheduled lab and study sessions for students to increase subject understanding.
- Led engaging lectures with audience awareness in mind, allowing feedback to inform lecture facilitation.
Admission And Registration Support Specialist
Marwadi University
12.2017 - 12.2019
- Responded to customer inquiries and resolved complaints to establish trust and increase satisfaction.
- Utilized ticketing system to track customer requests and prioritize urgent needs.
- Troubleshot hardware, software and network issues to identify and rectify discrepancies.
- Communicated with clients to verify roots and causes of computer problems.
- Monitored systems in operation and quickly troubleshot errors.
Data Entry Clerk
World Vision International
03.2013 - 03.2015
- Completed data entry tasks with accuracy and efficiency.
- Organized, sorted, and checked input data against original documents.
- Sorted documents and maintained organized filing process.
- Communicated with supervisors and colleagues to process data quickly and resolve discrepancies.
- Followed established procedures to enter and process data correctly.
- Verified accuracy of data entered into system to produce error-free reports.
- Entered data into various computer systems accurately using Microsoft Office Suite.
- Scanned documents and saved in database to keep records of essential organizational information.
Education
Master of Science - Computer Science And Engineering
Parul University
India 11.2021
Bachelor of Science - Computer Science And Engineering
Parul University
Gujarat ,vadodara , India 11.2019
Certificate - Model Marketing
Stanford University
Stanford06.2019
Associate of Science - Computer Networking And Telecommunications
Stanford University
Stanford, CA05.2019
Certificate in Training - Renewable Energy
Sardar Patel Renewable Energy Research Institute
India02.2018
Certificate in Internet of Things - Internet of Things
Parul University
India 04.2017
Skills
- Computer networking
- Python
- Nmaps
- Microsoft 365
- outlook
- SQL
- Employee Relationships
- Team-Building Exercises
- Strong troubleshooting and problem-solving skills
- Knowledge of Active Directory
- Strong interpersonal and organizational skills while working within a team environment
Timeline
Server Technician
AWS
03.2022 - 11.2022
Desktop Support Lead
5-wits
03.2021 - Current
Desktop Support Technician
Breakthrough Healthcare
02.2020 - 02.2021
Associate Lecturer
Blue Crest Collage
01.2019 - 01.2020
Admission And Registration Support Specialist
Marwadi University
12.2017 - 12.2019
Data Entry Clerk
World Vision International
03.2013 - 03.2015
Master of Science - Computer Science And Engineering
Parul University
Bachelor of Science - Computer Science And Engineering
Parul University
Certificate - Model Marketing
Stanford University
Associate of Science - Computer Networking And Telecommunications
Stanford University
Certificate in Training - Renewable Energy
Sardar Patel Renewable Energy Research Institute
Certificate in Internet of Things - Internet of Things
Parul University
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