Jefferson Yekesho
Grimes,IA
Summary
Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
5
5
years of professional experience
Work History
Temp Support AGR
Army National Guard IA
11.2020 - Current
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Updated software to safeguard against security flaws.
- Helped maintain accurate production record by documenting run totals and materials used.
- Set up machinery according to specifications of new production runs.
- Learned semi-skilled and advanced work by shadowing experienced workers.
- Prepared boxes for shipments based on standard sizes.
- Labeled completed products with standard production information based on each product type.
- Removed items of deficient quality from line to maintain standards.
- Balanced boxes on pallets to prevent shifting and damage.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
IT Support Specialist
Iowa Workforce Development Center
05.2019 - 11.2021
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Handled customer inquiries and suggestions courteously and professionally.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
- Answered constant flow of customer calls with minimal wait times.
- Answered customer telephone calls promptly to avoid on-hold wait times.
- Updated account information to maintain customer records.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Configured hardware and granted system permissions to new employees.
Education
Associate of Applied Science - Cyber Security
A.M.U
111 W Congress St, Charles Town, WV 2541405.2026
High School Diploma -
Valley High School
West Des Moines, IA05.2018
Skills
- User Experience
- Microsoft Active Directory
- Manual Writing
- Backup and Recovery
- Helpdesk Call Support
- Technical Support and Assistance
- Computer System Diagnostics Software
- Microsoft Windows and Office
- Tracking and Documentation
- Remote Access Software
- Logistical Planning
- Data Entry
- Customer Relationship Management
- Fluent in French and English
Languages
English
Native or Bilingual
French
Native or Bilingual
Timeline
Temp Support AGR
Army National Guard IA
11.2020 - Current
IT Support Specialist
Iowa Workforce Development Center
05.2019 - 11.2021
Associate of Applied Science - Cyber Security
A.M.U
High School Diploma -
Valley High School
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