Eugene Goka
Houston,Texas
Summary
Dynamic professional with a strong foundation in communication, technical skills, and root cause analysis techniques, dedicated to maintaining high levels of customer satisfaction. Proven ability to identify and resolve issues efficiently, ensuring positive client experiences and fostering loyalty. Committed to continuous improvement and long-term career growth, seeking opportunities that challenge and enhance skill sets while contributing to organizational success. Passionate about leveraging expertise to drive results and support team objectives in a collaborative environment.
Overview
15
15
years of professional experience
1
1
Certification
Work History
IT Desktop Support
EXPERT COMPUTER SOLUTIONS
Houston, Texas
12.2023 - Current
- Configuration of new or old computers and devices for deployment with customer requested IOS
- Adapting with innovation to enhance advancement and improvement for customer satisfaction
- Installing required software and updating system drivers needed to ensure efficiency
- Using Kaseya and other Remote desktop connection tools to troubleshoot and resolve customers’ system remotely when offsite
- Ensuring computers on the domain are registered in Active Directory and have the appropriate deployment tools installed
- Training new employees on how to access company shared drives that have been approved and answering questions while assisting with their equipment setups
- Using Microsoft Office 365 tools to enhance productivity
- Identifying incidents with the hardware or software of systems and promptly resolving it
- Resolving all requests either via our ticketing system in ConnectWise by phone or walk in
- Documenting all issues using our ticketing system to include troubleshooting steps, resolution and indicating if ticket needs further review or escalation
- Working with the IT project team and other levels on existing or new assignments as required
- Maintain accurate records and documentation while multi-tasking
- Ensuring dedication to customer service above and beyond to help with company CSat monthly
Fiberoptics Technician
PHONOSCOPE FIBER
Houston, Texas
11.2021 - 08.2022
- Formulate and maintain system records and designs
- Care for fiber splicing and rectify issues with fiber optics
- Examine and replace faulty fiber optic cables
- Ensure proper functioning of fiber optics systems by installing and repairing them
- Execute premises cabling and address aerial and underground cabling requirements
- Install and repair SFP’s and switches with termination and ensure bi-directional traffic on the network
Lead Network Technician – Field
JUMP FIBER LLC
Houston, Texas
08.2021 - 11.2021
- Responsible for maintaining, repairing, and administrating local networks to ensure functionality for over 600 apartment units
- Install and configure network hardware, including routers, switches, and firewalls
- Troubleshoot software and hardware components and resolve issues promptly
- Test and configure software packages for customers upon request
- Perform troubleshooting to address system failures and identify bottlenecks and resolve issues in a timely manner
- Provide data communication support for computer users including VoIP
- Supervise the use of LANs and WANs to establish and maintain internet connections
- Configure and deploy workstations for new clients
Lead Network Technician-Field
AT&T
Houston, Texas
08.2015 - 10.2021
- Install and configure network hardware, including routers, switches, and firewalls
- Troubleshoot software and hardware components and resolve issues promptly
- Perform troubleshooting to address system failures and identify bottlenecks
- Implement approved network standards in accordance with applicable procedures
- Provide data communication support for computer users
- Maintain accurate records to track established procedures and troubleshooting steps
- Provide customer satisfaction and support network usage
- Back up data to prevent loss and maintain accurate network documentation
Site Supervisor
ALLIED BARTON SECURITY SERVICES
US
06.2011 - 08.2015
- Implement security protocols for assigned information systems and facilities with over 500 personnel
- Conduct walk-throughs and inspections of assigned facilities
- Oversee daily schedules and assignments of security guards
- Analyze, interpret, and enforce policies and procedures
- Provide security and monitor access to restricted areas
- Conduct training for new recruits
- Investigate abnormal events and compile data for accurate reporting to management
- Develop security protocols in coordination with department supervisors
Education
Associate of Applied Science - Computer Networking Systems
ITT Technical Institute
03-2015
Skills
- Effective multi-tasking with attention to detail
- Customer engagement expertise
- Understanding business terminology
- Proficient in cybersecurity and Microsoft 365 tools
Certification
· IBM Cybersecurity Assessment: CompTia Security+ & CYSA+
· IBM Cybersecurity Analyst
· Cybersecurity Attack and Defense Fundamentals (EC-Council)
· Network Architecture (Google)
· System Administration and IT Infrastructure (Google)
· Technical Support Fundamentals (google)
Timeline
IT Desktop Support
EXPERT COMPUTER SOLUTIONS
12.2023 - Current
Fiberoptics Technician
PHONOSCOPE FIBER
11.2021 - 08.2022
Lead Network Technician – Field
JUMP FIBER LLC
08.2021 - 11.2021
Lead Network Technician-Field
AT&T
08.2015 - 10.2021
Site Supervisor
ALLIED BARTON SECURITY SERVICES
06.2011 - 08.2015
Associate of Applied Science - Computer Networking Systems
ITT Technical Institute