Joel Kalombo
Apex,NC
Summary
Highly skilled IT professional with extensive experience in providing exceptional support and solutions across diverse hardware and software platforms. Recognized for exceptional problem-solving skills and a strong ability to manage high-priority executive accounts, ensuring seamless service and network functionality. Adept at leading teams through complex technical challenges while maintaining a focus on strategic IT security and data management.
Overview
5
5
years of professional experience
Work History
Help Desk Support Engineer at Eli Lilly
Iron Systems Inc.
Durham, NC
05.2024 - Current
- Deliver comprehensive, in-person technical support, enhancing customer satisfaction and resolving complex issues efficiently. Resolve customer issues by troubleshooting hardware, software, and network-related problems.
- Oversaw IT support for executive management, ensuring high-priority issues were resolved swiftly and effectively.
- Provide enterprise MDM support to users with iPhone and iPad devices via Jamf Pro.
- Maintain inventory of all equipment used within the organization.
- Proactively monitored system performance, identifying and addressing potential issues before they impacted operations.
Service Management Analyst at AMAT
Tech Mahindra | Remote
Plano, TX
04.2022 - 11.2023
- · Monitored Incident tickets to identify trends, and reports observations to Desktop Support Manager.
- Interacted with multiple teams and vendors to restore service and/ or identified send corrected core problems.
- Analyzed and documented customer service data to identify trends in customer needs, preferences and satisfaction levels.
Ambassador Resource Specialist
IQVIA
Durham, NC
10.2021 - 04.2022
- Provided program information for prescribed product.
- Provided support for patients with emotional and educational needs, refraining from providing medical advice.
- assistance in the delivery of product educational materials covering a variety of topics including Patient Service delivery, adherence, and compliance education to improve the treatment experience for patients.
Service Desk Specialist at UNC Health Care
TEKsystems Inc.
Chapel Hill, NC
03.2020 - 10.2021
- Provided technical support to end-users via phone, email, and remote access.
- Managed Active Directory accounts by creating user profiles, resetting passwords.
- Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
- Uninstalled and reinstalled basic software applications, resolved username problems, verified proper hardware and software setup, resolved network connectivity issues and corrected email irregularities.
Senior Analyst at HCL America
HCL
Cary, NC
07.2020 - 06.2021
- Created comprehensive documentation for new system implementations.
- Resolved complex hardware and software issues on a variety of computer platforms.
- Assisted staff and users with computer malfunctions and program problems.
Service Desk Analyst at HCL America
K-Tek Resourcing LLC
Cary, NC
11.2019 - 07.2020
- Maintained customer records in ticketing system, documenting all interactions with customers.
- Performed daily tasks such as creating user accounts, resetting passwords, installing applications, and configuring systems.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Education
Associate of Applied Science - Information Technology – Cybersecurity
Durham Technical Community College
Durham, NC05-2025
Associate of Applied Science - Information Technology Project Management
MyComputerCareer.com
Raleigh, NC11.2019
Skills
- Client management
- Client Support
- Network Security
- Team Leadership
- Strategic Planning
- Analytical Problem Solving
- Data Management
- Technical Troubleshooting
- Information Security
- Equipment Setup
- System Hardware Upgrades
- Skilled in Windows and Office Applications
- Virtual Technical Assistance
- Inventory Control
- Equipment Maintenance
- Customer Education
- VMware
Languages
French
Native/ Bilingual
English
Full Professional
Timeline
Help Desk Support Engineer at Eli Lilly
Iron Systems Inc.
05.2024 - Current
Service Management Analyst at AMAT
Tech Mahindra | Remote
04.2022 - 11.2023
Ambassador Resource Specialist
IQVIA
10.2021 - 04.2022
Senior Analyst at HCL America
HCL
07.2020 - 06.2021
Service Desk Specialist at UNC Health Care
TEKsystems Inc.
03.2020 - 10.2021
Service Desk Analyst at HCL America
K-Tek Resourcing LLC
11.2019 - 07.2020
Associate of Applied Science - Information Technology – Cybersecurity
Durham Technical Community College
Associate of Applied Science - Information Technology Project Management
MyComputerCareer.com
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