Elie Kunda
Fort Worth
Summary
Professional IT support specialist with proven capabilities in managing technical support and ensuring seamless operations for end users. Expertise in diagnosing and resolving hardware and software issues while maintaining high standards of customer service. Committed to effective teamwork, adaptability, and delivering reliable solutions.
Overview
6
6
years of professional experience
Work History
IT Support
Spectrum ITG Communication
01.2023 - Current
- Configure Active Directory profiles, Office 365 accounts, and VMs, backing up and restoring files in Azure
- Assist end-users in configuring and setting up devices, including phones, laptops, and MacBooks, during the Migration Process
- Manage 2nd escalations and sub-cases from the Helpdesk to ensure timely and high-quality resolution of all issues
- Configure, test, and troubleshoot network connectivity and wireless access for local and remote computers or devices
- Provide White Glove support to executives
- Assist users with configurations, integrations, and problem resolution related to Microsoft applications, such as Outlook, Microsoft Teams, OneDrive, SharePoint, OneNote, Intune, (MFA), and Company Portal, among others
- Analyze, log, track, and resolve complex software/hardware issues about TCP/IP networks, printers, servers, and applications
- Health monitoring Services using Office 365 console and actively responds based on system alerts and notifications
- Assist users with duties as assigned by management
- Performing onboarding processes such as creating/editing users' accounts (Email, AD, email, …)
- Supports account lockouts and password resets
- Perform and assist with maintenance and updates for end-users' computers
- Troubleshoot MDM configurations for corporate and BYOD mobile devices using Microsoft Intune
- Help users during the Migration process of OneDrive, Outlook, and Teams
- Troubleshoot and provide technical support with Cloud-based applications such as MS Office 365, Exchange, SharePoint, Azure Portal, and Intune
- Ensure the smooth deployment of new applications and perform application upgrades
- Uses remote tools and cloud technology to provide technical support for hardware, software, and Applications
Helpdesk Support and Sales Development Representative
Vodacom SA
04.2019 - 12.2022
- Identify potential customers and generate new business opportunities for the company
- Use customer relationship management (CRM) software to manage leads and sales activities
- Collaborate with the sales team to develop strategies for reaching sales targets
- Provide regular reports on sales activities and results to management
- Stay up-to-date on market trends, competition, and industry developments
- Provide general problem-solving, support, and assistance on diverse software applications and hardware systems while onsite
- Occasional remote work is required
- Diagnose, Repair/Replace failing or bad components in desktop, laptop, or portable devices
- Implementing mobile solutions including laptops, tablets, and mobile communication
- Troubleshoot connectivity in a small network
- Basic understanding of networking and Voice technologies and other programming languages
- Troubleshoot inter-VLAN routing on Layer 3 devices
- Configure Active Directory profiles, Office 365 accounts, and Windows profiles and backup and restore files
- Work closely with business users to troubleshoot and solve problems
- Troubleshoot issues with endpoints, mobile devices (iOS and Android)
- Providing technical support and documenting VMware processes
- Provide technical assistance and mentoring to first-level Help Desk Technicians by responding to escalated issues regarding errors, problems, or questions about applications
- Provide onsite deskside technical support for a variety of client/server applications: MS Windows 10 and 11, MS Office 365, Azure VM, Exchange/ Outlook 365, Avaya, Adobe Acrobat, Intune, mobile smartphones, tables, and other mobile devices
- Recognize, troubleshoot, and diagnose computer, Avaya Phone, printer, software, and network connectivity problems
- Install and maintain desktops, laptops, smartphones, tablets, printers, and all other peripherals
- Always maintain a high level of courteous customer service and patience with the ability to anticipate end users' needs
- Maintain existing desktop images utilizing internal deployment procedures
- Knowledge of basic information security protocols; enforces and adheres to firm security guidelines and procedures
- With specialized attention to detail and extreme patience, setup and support firm meetings, and audio/video conferencing, which may be held remotely or onsite
- Provide technical support in firm web meeting platforms, Zoom, and Webex, with working knowledge of MS Teams, and other web meeting platforms, as needed
Education
Technology Sales -
Coursecareers
Dallas, Texas09.2023
Cisco Certified technician -
INPP
06.2021
Bachelor of Entrepreneurship Taxation Business Management -
Catholic University of Congo
10.2020
Skills
- Collaborative Team Player
- Compliance
- Technical Support
- Creative problem-solving skills
- Detailed-oriented
- Clear Verbal Communication
- Implementing Multi-Factor Authentication
- Prospective Client Acquisition
- Sales process
- CRM Proficiency
- Analytical and critical thinking skills
- Salesforce
- HubSpot
- Knowledge and competency with the ServiceNow ticketing system
- Foundational Knowledge of TCP/IP
- Fundamental Knowledge of Firewalls
- Proficient in Microsoft Exchange
- Active Directory
- Ability to explain technical matters to non-technical people
- Microsoft Office 365
- Azure AD
- SharePoint
- Teams
- OneDrive
- Outlook
- API Endpoint Management
- Intune
- Goal-oriented mindset
- Lead qualification
- Leads prospecting
- Relationship development
Languages
English
Full Professional
French
Full Professional
Timeline
IT Support
Spectrum ITG Communication
01.2023 - Current
Helpdesk Support and Sales Development Representative
Vodacom SA
04.2019 - 12.2022
Cisco Certified technician -
INPP
Bachelor of Entrepreneurship Taxation Business Management -
Catholic University of Congo
Technology Sales -
Coursecareers
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