ELIEZER KAPANGA
North Liberty,IA
Summary
Technical Support Specialist delivering Tier 1 and Tier 2 IT support within K-12 education and military settings. Expertise in troubleshooting diverse systems, including Microsoft 365 and Google Workspace, while enhancing ticket resolution and user satisfaction. Leadership experience as a U.S. Army Reserve Sergeant reinforces commitment to operational excellence.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist
Iowa City Community School District
01.2024 - Current
- Provide Tier 1 and Tier 2 technical support to students, teachers, administrators, and district staff.
- Troubleshoot Microsoft 365, Active Directory, Google Workspace, Jamf, ClassLink, Clever, Infinite Campus, PaperCut, Windows, macOS, and ChromeOS.
- Diagnose hardware, software, printing, networking, and authentication issues.
- Assist users with password resets, MFA, application access, and software installations.
- Create, modify, and disable user accounts while managing permissions and access.
- Deploy, configure, image, and maintain laptops, desktops, printers, and mobile devices.
- Enhanced end-user productivity through targeted technical guidance and user training.
- Improved ticket resolution through effective troubleshooting and communication.
- Collaborated with district technology teams to address and resolve complex technical issues effectively.
- Maintained high customer satisfaction by delivering timely technical support.
Petroleum Supply Specialist (Sergeant E-5)
U.S. Army Reserve
10.2021 - Current
- Coordinated petroleum distribution and ensured accountability for multiple units, enhancing operational readiness.
- Maintain accountability of tactical vehicles and equipment valued at over $1.5 million.
- Manage inventory, inspections, and compliance with Army regulations.
- Supervise fuel operations supporting military readiness and logistics.
- Promoted to Sergeant (E-5) based on leadership and performance.
- Subject Matter Expert (SME) in logistics and accountability.
- Led team in achieving mission objectives during training exercises.
- Planned daily operations and mentored junior Soldiers to foster professional development and unit cohesion.
- Maintained 100% accountability of military assets exceeding $20 million.
- Achieved zero reportable safety incidents during training operations.
- Recognized by senior leadership for operational excellence.
- Mentored Soldiers and improved unit readiness.
- Coordinated prevention programs to promote unit health and safety.
- Advocated for SHARP initiatives, promoting a safe environment and increasing awareness of sexual harassment and assault prevention.
- Oversaw safety protocols during range operations to ensure compliance.
- Conducted training sessions on engagement skills for military personnel.
- Administered driving tests to evaluate military personnel's driving skills.
- Recommended for increased leadership responsibilities.
Customer Service Representative / Cashier
Target
08.2020 - 01.2021
- Provided exceptional customer service to enhance shopping experience in fast-paced retail environment.
- Executed accurate transaction processing and resolved customer concerns to ensure satisfaction.
- Supported merchandising and inventory management to maintain product availability and presentation.
Stock Associate
Walmart
12.2019 - 08.2020
- Organized stockrooms and efficiently replenished merchandise to ensure product availability.
- Streamlined inventory accuracy by implementing efficient stocking procedures.
- Assisted customers in selecting and locating products to enhance their shopping experience.
Petroleum Supply Specialist (Deployment)
U.S. Army Reserve
12.2022 - 12.2023
- Deployed to Kuwait for nine-month overseas contingency operation, enhancing logistics support throughout Middle East.
- Coordinated logistics for multinational military operations, ensuring seamless supply chain management and operational efficiency.
- Managed accountability of military equipment valued at more than $20 million.
- Maintained 100% accountability of sensitive military property.
- Conducted inventory reconciliation and accountability inspections in Kuwait and Jordan.
- Enforced Department of Defense security and accountability standards.
Education
Master of Business Administration (MBA) -
University of Maryland Global Campus
Adelphi, Maryland07-2026
Bachelor of Science - Computer Science Cybersecurity
Colorado Technical University
Springs, Colorado07-2024
Skills
- M365 administration
- Active Directory
- Google Workspace
- ClassLink
- Clever
- Jamf
- Hardware Troubleshooting
- Windows 10/11
- MacOS
- ChromeOS
- IOS
- Device management
- Device Imaging
- Laptop Deployment
- Printer Support
- Infinite Campus
- PaperCut
- Remote Support
- Tier 1 & Tier 2 Support
- Ticket Resolution
- Incident Management
- IT Service Management
- Networking
- TCP/IP
- DNS
- DHCP
- VPN
- Wi-Fi Troubleshooting
- Cybersecurity practices
- Access management
- Security Awareness
- Account Provisioning
- Least Privilege
- Multi-Factor Authentication
- Security best practices
- Technical writing
- End-User Training
- Troubleshooting skills
- Teamwork
- User management
- Enterprise Applications
- Microsoft Office Suite
- Teams
- Outlook
- Hardware Installation
- Troubleshooting skills
LANGUAGES
English (Fluent), French (Fluent), Lingala (Fluent)
LEADERSHIP
- U.S. Army Sergeant (E-5)
- Team Leadership
- Operational Planning
- Personnel Development
- Risk Management
- Training Coordination
- Logistics Management
- Property Accountability
Timeline
Technical Support Specialist
Iowa City Community School District
01.2024 - Current
Petroleum Supply Specialist (Deployment)
U.S. Army Reserve
12.2022 - 12.2023
Petroleum Supply Specialist (Sergeant E-5)
U.S. Army Reserve
10.2021 - Current
Customer Service Representative / Cashier
Target
08.2020 - 01.2021
Stock Associate
Walmart
12.2019 - 08.2020
Master of Business Administration (MBA) -
University of Maryland Global Campus
Bachelor of Science - Computer Science Cybersecurity
Colorado Technical University