Dickson Nkwang
Glen Burnie,MD
Summary
Results-driven IT professional with a proven track record as a CompTIA Security+ and CompTIA Network+ certified Ops IT Technician, backed by proficiency in troubleshooting, network device management, and change management protocols for optimal efficiency. Proficient in troubleshooting help desk tickets, showcasing expert skills in network device management and Amazon trouble ticketing systems. Demonstrated excellence in maintaining switches and servers critical to Amazon Robotics operations, ensuring uninterrupted equipment functionality. Seasoned in building credibility with executive management, key clients, and employees with optimal utilization of top-notch communication skills.
Overview
7
7
years of professional experience
Work History
IT Support Associate II
Amazon
02.2021 - Current
- Resolve 20+ ServiceNow incidents and requests daily in a high-availability, multi-user production environment, troubleshooting hardware, software, network, server, and client device issues while maintaining production uptime and meeting SLA expectations.
- Support Windows Server technologies including Active Directory, DFS, Print Services, and SCCM components in a multi‑user, high‑availability environment.
- Configured, monitored, and troubleshot DNS, DHCP, VLANs, SSL, routing, and TCP/IP across corporate network environments to maintain stable connectivity.
- Create, document, and execute change management requests for network and infrastructure updates, including implementation steps, impact analysis, risk considerations, rollback planning, and stakeholder communication.
- Lead and support local technical projects across multiple buildings and delivery sites, partnering with IT teams, operations leaders, vendors, and remote support groups to complete infrastructure upgrades, device deployments, and network-related initiatives.
- Managed on‑site switches and servers supporting Amazon Robotics and end‑user devices, ensuring uptime and smooth production operations.
- Identified root causes of recurring operational issues and implemented long‑term corrective actions to reduce downtime and improve process efficiency.
- Create and maintain SOPs, technical documentation, troubleshooting guides, and support processes for network issues, endpoint support, change management, escalation procedures, asset handling, and operational readiness.
IT support Technician
Walmart
01.2019 - 01.2020
- Provided front‑line troubleshooting for store associates, resolving issues with POS systems, handheld devices, printers, and workstations to minimize operational downtime.
- Diagnosed and repaired end‑user hardware including PCs, scanners, registers, and mobile devices to ensure reliable daily performance
- Supported Windows‑based applications, user profiles, and system configurations, ensuring smooth access to business‑critical tools.
- Assisted with password resets, account permissions, and basic Active Directory tasks to maintain secure and efficient user access.
- Delivered clear, friendly technical assistance to non‑technical users, improving issue resolution speed and overall user satisfaction.
- Logged and tracked support requests, documenting troubleshooting steps and resolutions to maintain accurate service records.
Education
Master of Science - Cybersecurity
University of Maryland Global Campus
Hyattsville, MD01-2026
Bachelor of Science - Cyber Security
University of Maryland Global Campus
Hyattsville, MD12-2024
Skills
- Change Management
- Complex Troubleshooting
- Customer support
- Customer relations
- Documentation skills
- Network troubleshooting
- Remote support
- Ticket management
- Customer Service
- Client communication
- SLA compliance
- Troubleshooting and Diagnostics
- Effective communication
Timeline
IT Support Associate II
Amazon
02.2021 - Current
IT support Technician
Walmart
01.2019 - 01.2020
Master of Science - Cybersecurity
University of Maryland Global Campus
Bachelor of Science - Cyber Security
University of Maryland Global Campus
Honors & Awards
Amazon: Customer Obsession
Peak Geak
Certifications
- Computer Hardware Fundamentals
- CCNA
- CompTIA Security +
- CompTIA Cysa+
- CompTIA Network +
- CompTIA Security Analytics Professional – CSAP Stackable Certification