JOLLY NAMUBIRU
Boston,MA
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Using ticketing systems like Service now and Zoho ticketing system
Overview
1
1
year of professional experience
Work History
IT Technical Support Specialist
Wentworth Institute of Technology
08.2025 - Current
- Troubleshot hardware and software issues to ensure functionality using software like service now for ticketing.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks, and phone and email support.
- Managed IT equipment inventory and resolved customer issues promptly working with hardware repairs like printers and Network repairs.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and system repairs
IT Technical Support Intern
Payette Group
05.2025 - 08.2025
- Troubleshot hardware and software issues and resolved IT-related customer problems using Zoho ticketing system.
- Used ticketing systems to manage and process support actions and organized IT equipment inventory.
- Managed high levels of call flow and responded to technical support needs.
- Troubleshooting applications like Revit, Enscape, VPN, Bluebeam,Rhino, outlook, Windows repairs, computer systems and hardware replacements and Ios product setups.
Front Desk Attendant
Wentworth Institute of Technology
01.2025 - 04.2025
- Greeted visitors and customers upon arrival, offered assistance, and answered questions to build rapport and retention.
- Conducted guided tours and informed guests about programs offered.
- Answered customer telephone calls promptly and appropriately handled needs.
- Welcomed each new arrival pleasantly and confirmed reservations and identification.
Education
Bachelor of Science - Cyber security
Wentworth Institute of Technology
Boston, MA01.2028
Skills
- Programming in Java, Eclipse, GitHub, Workstation, Windows servers, Virtual Machine, Ubuntu, Linux, Wireshark, PowerPoint, Microsoft application, Service Now and Zoho ticketing Revit, enscape, bluebeam other Architectural troubleshooting
- Ticket management
- TCP/IP
- Customer service
- Hardware installation
- Mobile device management
- Software deployment
- Network administration
KEY ARCHIEVEMENTS
Cybersecurity challenges including NECCDC 25, NCL 25, SANS CTF, ACM’s game creation
Timeline
IT Technical Support Specialist
Wentworth Institute of Technology
08.2025 - Current
IT Technical Support Intern
Payette Group
05.2025 - 08.2025
Front Desk Attendant
Wentworth Institute of Technology
01.2025 - 04.2025
Bachelor of Science - Cyber security
Wentworth Institute of Technology