FELIX NYARKO
Dallas,TX
Summary
IT Support professional with CompTIA A+, Network+, and Google IT Support certifications. Expertise in troubleshooting hardware and software issues, providing network support, and enhancing user satisfaction. Proven ability to maintain accurate documentation and improve customer satisfaction ratings through effective communication and problem-solving skills. Reliable IT Help Desk Technician with a strong background in technical assistance for computer systems, software, and hardware.
Overview
3
3
years of professional experience
1
1
Certification
Work History
CO III
Texas Department of Criminal Justice
10.2024 - Current
- Enforce facility security protocols and inmate supervision procedures in compliance with state regulations.
- Utilize digital systems for real-time incident reporting and operational documentation.
IT Support Specialist
SecurIT
Lakewood, NJ
10.2023 - 08.2024
- Served as first point of contact for incoming technical service calls and emails.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Stayed abreast of latest software developments to enhance job knowledge.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Documented all customer interactions and resolutions in the ticketing system for future reference and reporting.
IT Help Desk Technician Tier 1
CubX Inc
Elizabeth, NJ
12.2022 - 09.2023
- Conducted training sessions for end-users on the use of specific software applications and operating systems.
- Managed inventory of IT equipment such as laptops, printers, routers.
- Provided technical support to internal customers in a timely manner.
- Developed processes for resolving customer complaints related to IT services.
- Documented all help desk activities including customer inquiries, resolutions, system configurations.
- Created user accounts and managed access privileges on networked systems.
- Installed and configured new hardware, software and peripheral devices.
- Provided assistance with mobile device setup and configuration.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
Education
BSc - Cybersecurity and Information Assurance
Western Governors University
07.2025
Occupational Skills Award - Criminal Justice Corrections
Trinity Valley Community College
12.2024
Skills
- Technical support
- Customer service
- Remote support
- Mobile device support
- IT documentation
- Wireless networking
- Active directory
- Problem resolution
- Active listening
- Hardware upgrades
- Virus removal
- Application installations
- Email configuration
- User support
- Application support
- Microsoft outlook
- Issue escalation
- Desktop support
- Ticket support system management
- Verbal and written communication
Certification
- CompTIA A+, 01/24 - 01/27
- CompTIA Network+, 07/25 - 07/28
- Google IT Support Professional Certificate, Coursera, 2023
- Security+, In Progress
- American Contract Law I, Yale University via Coursera, 2025
- Programming for Everybody (Python), University of Michigan via Coursera, 2023
Accomplishments
- Western Governors University Excellence Award - Introduction to Communication: Connecting with Others, Task 2.
- Presidential Member - The National Society of Leadership and Success, Western Governors University Chapter.
References
- Richard Miles, IT Team Supervisor, SecurIT 703-459-7758
- Joel Kurt, Direct Supervisor, CubX Inc 551-359-8309
Timeline
CO III
Texas Department of Criminal Justice
10.2024 - Current
IT Support Specialist
SecurIT
10.2023 - 08.2024
IT Help Desk Technician Tier 1
CubX Inc
12.2022 - 09.2023
BSc - Cybersecurity and Information Assurance
Western Governors University
Occupational Skills Award - Criminal Justice Corrections
Trinity Valley Community College
Similar Profiles
Jessica FarrowJessica Farrow
Feeder Slab at Texas Department Of Criminal JusticeFeeder Slab at Texas Department Of Criminal Justice
Kimberly WynnKimberly Wynn
Laundry Attendant at Texas Department Of Criminal JusticeLaundry Attendant at Texas Department Of Criminal Justice
Kamryn ColeKamryn Cole
Correctional Officer at Texas Department Of Criminal JusticeCorrectional Officer at Texas Department Of Criminal Justice
Elijah ZambranoElijah Zambrano
Correctional Officer at Texas Department Of Criminal JusticeCorrectional Officer at Texas Department Of Criminal Justice
Corrina KearneyCorrina Kearney
Access Service Operations Manager at Scottish Rite for Children | Ambulatory ServicesAccess Service Operations Manager at Scottish Rite for Children | Ambulatory Services