HEMON NGUEPI-BADJOU
Makom
SILVER SPRING,USA
1
Certification
7
years of professional experience
A Customer-focused IT Support Specialist with hands-on experience providing desktop support, troubleshooting Windows 10 systems, and delivering exceptional technical support in healthcare and end-user environments. Skilled at resolving hardware, software, printer, and network connectivity issues while documenting incidents in ticketing systems and maintaining excellent customer satisfaction. Strong background supporting users in fast-paced environments, collaborating with technical teams, and communicating effectively with non-technical staff. Holds CompTIA A+, CompTIA Security+, CompTIA CYSA+, and Google IT Support Professional certifications.
Work History
Technical Support Professional
2 Years 7 Months- Diagnose hardware/software issues, isolate causes, and fix them
- Serve as the primary contact for end-users seeking IT assistance, maintaining a high level of professionalism and customer service in every interaction.
- Perform remote troubleshooting using technical diagnostic techniques and remote software to resolve issues involving Windows 10, VPNs, and network connectivity.
- Provide comprehensive support for the Microsoft Office Suite (Word, Excel, PowerPoint, Outlook) and various Mobile Device Management tools.
- Accurately record pertinent information for all requests and incidents in the company ticketing system, ensuring detailed investigations and resolutions are documented on time.
- Guide users through IT problem-solving steps and workflow processes, empowering them to understand and resolve recurring minor issues.
- Actively participating in team meetings and contributed to ad hoc projects and corporate initiatives as requested by management.
- Explain tech issues to non-technical users so they can understand and prevent them.
- Support users who are stressed because their tech is broken
- Handle angry users when systems go down.
- Provide daily technical support by identifying issues, following documented procedures, and implementing effective solutions in a fast-paced environment.
- Communicate clearly and professionally with non-technical individuals to explain processes, resolve issues, and ensure understanding.
- Document incidents, observations, and resolutions accurately to support continuity and accountability.
- Prioritize multiple tasks and issues based on urgency and impact while maintaining service quality.
- Follow strict policies and compliance standards while handling sensitive and confidential information.
Data Entry Clerk
4 Years 1 Month- Assisted healthcare professionals by obtaining and recording vital signs, preparing patients for examinations, and maintaining accurate medical records.
- Supported patient care through effective communication with nurses and physicians, ensuring timely and respectful responses to requests.
- Maintained organized treatment rooms and adhered to established protocols, contributing to efficient healthcare operations.
- Provided continuous care for a client during a week-long hospital stay due to staffing shortages, demonstrating adaptability and commitment to client welfare.
- Processed and entered data with high accuracy into company databases.
- Conducted quality checks to ensure data integrity across multiple systems.
- Collaborated with team members to streamline data entry workflows.
- Assisted in developing documentation for data management procedures.
- Supported the needs of 30 + residents under long-term care.
Education
Master of Science - End User Desktop Support
Master's Degree - Information Technology Management
Bachelor of Science - Management
Skills
IT Operations & Technical Support:
Active Directory administration and user management
Escalation of complex issues to specialized technical teams
Routine endpoint maintenance (patching
updates
vulnerability remediation
Incident Documentation)
Support for Windows 10
Windows 11
macOS
and VDI environments
Understanding of access control
healthcare IT support
and security compliance standards.
Knowledgeable in basic networking concepts in TCP/IP
DNS
and DHCP
Hands-on experience in identifying and resolving connectivity issues.
CyberSecurity Awareness:
Analyzing suspicious links using tools like Virus Total and MXToolBox
Root cause analysis for recurring issues
Soft Skills:
Ability to manage multiple priorities in a fast-paced environment
Problem-solving & analytical thinking
Outstanding customer service and interpersonal skills
Ability to explain technical concepts to non-technical users
Comfortably supporting users throughout large healthcare facilities
Ticket intake
prioritization
tracking
and resolution
Accurate ticket documentation and work order completion
ServiceNow
TeamViewer
Microsoft 365 Suite
RDP tool
Slack
and Zoom.
Certification
- CompTIA A+ November 2025
- Google IT Support Professional September 2025
- CompTIA Security + ce September 2020
- CompTIA CYSA ce December 2021
Languages
Spanish
Elementary
Timeline
Technical Support Professional
Makom
12.2023 - CurrentRead More
Data Entry Clerk
Rockville Nursing Home
11.2019 - 12.2023Read More
University of Dschang
Bachelor of Science from Management
Read More
University of Arkansas Grantham
Master's Degree from Information Technology Management
Read More
Per Scholas
Master of Science from End User Desktop Support
Read More
PROFESSIONAL STRENGTHS
- Outstanding customer service and interpersonal skills
- Excellent analytical and troubleshooting abilities
- Professional demeanor and dependable attendance
- Ability to explain technical concepts to non-technical users
- Comfortably supporting users throughout large healthcare facilities
- Detail-oriented with excellent organizational skills
- Strong commitment to continuous learning and professional development