Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

Emmanuel Sylla

New Hope

Summary

Computer Network Administration professional with hands-on experience in hardware and software installation. Proven track record in delivering technical support and resolving complex IT issues, achieving high customer satisfaction rates. Skilled in establishing computer networks and conducting preventative maintenance within strict timelines. Detail-oriented with strong troubleshooting abilities in Windows and Linux environments, enhancing user experience through effective problem resolution.

Overview

5
5
years of professional experience
1
1
Certification

Work History

Legacy Video Master
Andover
08.2023 - Current
  • Promote the high level of customers satisfaction through telephone and in person and respond with the appropriate amount of urgency to users’ problems.
  • Assist in tracking help desk calls pertaining to application, networking, and system problems and issues.
  • Document, track and monitor to ensure timely resolution.
  • Support software/hardware on equipment such as scanner, copier, printer, monitors and other peripherals.
  • Provide support for window 10 and 11.
  • Preform all other tasks assigned by management.
  • Assign username, password and access right permission for multiple proprietary applications as well as client software.
  • Upgrade hardware.
  • Experience multitasking, Prioritizing, working on deadline.
  • Good organizational skills, ability to work independently.
  • Ability to move and lift devices, Desktop, Monitors, laptop and other equipment.
  • Understanding of Active Directory.
  • Understanding of Microsoft suit.
  • Understanding of digital encryption.

Application Support Analyst

AMPLIFON USA
Minneapolis
07.2020 - 11.2023
  • Prioritize and manage incoming requests.
  • Resolve problems for end users.
  • Install new onboarding standardized software.
  • Remote into customers’ computers to eliminate technical issues.
  • Install, configure, and repair hardware devices and network systems.
  • Create technical documentation in the knowledge base manual for future use.
  • Help users with login and password reset.
  • Troubleshooting accounts and communication solution to the users as it relates to the issues.
  • Help users troubleshoot issues over the phone.
  • Provide service for printers and other devices using remote tools.
  • Preparing and hipping out hardware devices to another end user.

Service Desk Analyst

OneNet Global USA
Edina
11.2022 - 07.2023
  • Monitor calls and ticketing queue for incoming service and support.
  • Escalating tickets review network monitoring devices and sensors.
  • Help users troubleshoot issues over the phone.
  • Provide service for printers and other devices using remote tools.
  • Complete work to resolve tickets in various systems.
  • Help resolve customer issues over the phone.
  • Help users troubleshoot issues over the phone.
  • Provide service for printers and other devices using remote tools.
  • Following up with customer regarding open ticket.

Education

Bachelor of Arts -

Metropolitan State University
St Paul
08.2025

Associates of Applied Science - Network Administration

Hennepin Technical College
Brooklyn Park, MN
01.2020

Skills

  • Operating systems and software applications
  • Networking protocols and hardware
  • Windows Server and Linux
  • Programming fundamentals
  • Microsoft Office suite
  • Client-server architecture
  • Cisco router and switch configuration
  • DHCP and DNS management
  • EIGRP and OSPF routing protocols
  • VPN setup and management

Certification

  • IT Fundamentals - Udemy
  • Fundamental of SCCM – Udemy
  • Adult First Aid / CPR- American Red Cross

References

References available upon request.

Timeline

Legacy Video Master
08.2023 - Current

Service Desk Analyst

OneNet Global USA
11.2022 - 07.2023

Application Support Analyst

AMPLIFON USA
07.2020 - 11.2023

Bachelor of Arts -

Metropolitan State University

Associates of Applied Science - Network Administration

Hennepin Technical College

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