DIVINE LUKUKA
Waukee,IA
Summary
IT-focused Technical Support Specialist with experience in network troubleshooting, customer technical support, and hardware/software problem resolution across fast-paced environments. Skilled in diagnosing connectivity issues, analyzing system performance, supporting remote monitoring platforms, and explaining technical concepts clearly to users. Recognized for strong problem-solving, adaptability, and effective communication. Actively pursuing advancement into IT support, network operations, or technical systems roles.
Overview
1
1
Language
6
6
years of professional experience
Work History
Network Technical Support Specialist
Metronet
08.2025 - Current
- Provide Tier 1–2 support for fiber-optic customers, diagnosing issues involving ONTs, routers, switches, mesh systems, LAN/WAN connectivity, and network configurations.
- Use remote diagnostic tools to analyze signal levels, light loss, packet loss, and provisioning status.
- Troubleshoot DHCP conflicts, DNS failures, NAT issues, routing problems, wireless interference, and device connectivity errors.
- Guide customers through router setup, mesh installation, SSID/Wi-Fi optimization, port forwarding, and resets.
- Document cases and collaborate with NOC and Field Ops on escalations and outage patterns.
IT Service Desk Technician
Higher Ground Tabernacle
Windsor Heights, IA
03.2022 - Current
- Provide onsite IT and technical support for church services, events, and weekly operations.
- Set up and troubleshoot computers, audiovisual equipment, networks, livestreams, presentation systems, and sound equipment.
- Monitor technology during services, resolve technical issues quickly, assist staff and volunteers, and maintain equipment to ensure smooth and uninterrupted church operations.
Remote Patient Safety Observer
Bryan Health
11.2023 - 12.2024
- Supported monitoring systems by troubleshooting hardware/software issues with cameras and sensors.
- Retrieved and documented clinical data in EPIC EMR.
- Resolved technical interruptions and escalated system malfunctions.
Customer Service & Technical Support Representative
Optum Serve / ABR Agency
03.2021 - 04.2022
- Delivered hardware/software troubleshooting for elderly and non-technical users.
- Managed client records and remote support workflows.
- Coordinated and scheduled appointments for elderly and non-technical clients in a fully remote support environment.
- Managed appointment systems by confirming availability, rescheduling missed appointments, and resolving scheduling conflicts efficiently.
- Provided remote technical assistance to ensure clients could successfully access virtual appointments and required systems.
Customer Service & Technical Support Representative
Humach Agency
12.2020 - 02.2021
- Assisted users with remote system access, account authentication, password resets, and basic configuration across multiple platforms.
- Communicated technical concepts clearly to non-technical users via phone, chat, and email while maintaining high customer satisfaction.
- Delivered high-quality customer support in a fully remote, fast-paced call center environment, handling a high volume of inbound calls, chats, and emails.
- Actively listened to customer concerns, demonstrated empathy, and de-escalated frustrated or stressed customers while maintaining professionalism.
- Provided clear, step-by-step guidance to help customers resolve technical and account-related issues independently.
- Balanced technical troubleshooting with strong customer care to ensure positive user experiences and first-call resolution.
Aisle Online Associate
Hy-Vee
05.2020 - 12.2020
- Fulfilled online grocery orders using handheld inventory and scanning systems with a strong focus on accuracy and efficiency.
- Prepared, staged, and delivered customer orders for curbside pickup, ensuring timeliness and order completeness.
- Provided direct customer service during order handoff, confirming order details and addressing customer questions or concerns.
Education
Bachelor of Science - Information Technology
Capella University
Minneapolis, MN12-2026
Skills
- Networking: TCP/IP, DHCP, DNS, NAT, Wi-Fi 6, LAN/WAN basics, router/ONT configuration
- Hardware/Software Support: OS troubleshooting, device configuration, EMR systems, monitoring hardware
- General IT Skills: Technical triage, system monitoring, data entry & retrieval, MS Office
- Soft Skills: Analytical thinking, conflict resolution, problem-solving, communication
- Tools & Systems: Remote diagnostic platforms, CRM/ticketing systems, EPIC, Eero mesh systems
- Account management
- Customer support
- System diagnostics
- Telecommunications
- Remote desktop services and support
- Remote IT implementation
- Troubleshooting and diagnosing
Languages
French
Native or Bilingual
Timeline
Network Technical Support Specialist
Metronet
08.2025 - Current
Remote Patient Safety Observer
Bryan Health
11.2023 - 12.2024
IT Service Desk Technician
Higher Ground Tabernacle
03.2022 - Current
Customer Service & Technical Support Representative
Optum Serve / ABR Agency
03.2021 - 04.2022
Customer Service & Technical Support Representative
Humach Agency
12.2020 - 02.2021
Aisle Online Associate
Hy-Vee
05.2020 - 12.2020
Bachelor of Science - Information Technology
Capella University