Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Jonathan Ngwolo

Harrisburg

Summary

Driven IT professional, recently certified as a Cisco Certified Network Associate (CCNA). Skilled in troubleshooting and problem-solving with a strong passion for technology. Experienced in team leadership, training, and knowledge sharing. Dedicated to improving efficiency and user experience through the implementation of innovative technologies.

Overview

6
6
years of professional experience
1
1
Certification

Work History

Network Operation Center Tech

Limitless Mobile
06.2024 - Current
  • Monitored enterprise networks, servers, and systems in real time using NOC tools (Telsasoft, Cacti, OSS, SOEM)
  • Utilized Common Vulnerability and Exposures (CVES) for network monitoring and fault management, ensuring timely response and escalation of critical events.
  • Responded to alerts and incidents, performing first-level troubleshooting to minimize downtime and service disruptions.
  • Escalated complex issues to Tier II/III engineers, providing detailed incident reports and diagnostic logs.
  • Documented incidents, resolutions, and network performance metrics in ticketing systems
  • Conducted routine system health checks, backups, and patch updates to maintain 99.9%+ uptime standards.
  • Collaborated with cross-functional teams (network, security, server, and help desk) to ensure efficient service restoration.
  • Supported disaster recovery drills, network upgrades, and maintenance windows.
  • Followed ITIL best practices and company standard operating procedures to maintain compliance and security.

Lead Tech and Media Director

Evangelical Center for Revival
04.2024 - Current
  • Design and implement livestream workflows via OBS/YouTube, integrating graphics, lower-thirds, and multi-camera switching with secure network routing.
  • Monitor end-to-end connectivity across audio, video, and streaming devices, from physical equipment to virtual platforms.
  • Manage and train a team of 5 volunteers, building technical skills and ensuring production consistency.
  • Develop standard operating procedures (SOPs) for setup, soundcheck, and teardown, improving efficiency and reliability.
  • Create method of procedure (MOP) documentation for troubleshooting and installation of new software/equipment to ensure security and compatibility.
  • Troubleshoot technical issues in real time to prevent interruptions, delivering a seamless worship and livestream experience.
  • Lead the adoption of new technologies (digital mixing, livestream upgrades, wireless integration), improving production quality and expanding audience engagement.

System Administrator

Love of Christ Evangelical Church
09.2019 - Current
  • Design, manage, and maintain the church’s website, ensuring uptime, security, and regular content updates.
  • Administer and support Office 365 accounts for 25 employees, including email, Teams, and SharePoint access.
  • Manage user accounts, permissions, and security policies, ensuring compliance and data integrity.
  • Monitor and maintain servers, networks, and endpoint devices, applying updates and patches as needed.
  • Provide technical support for staff, volunteers, and ministry leaders, troubleshooting hardware/software issues in real time.
  • Implement and maintain backup and disaster recovery plans to safeguard critical data.
  • Evaluate and deploy new technologies and applications to improve staff productivity and ministry effectiveness.
  • Document standard operating procedures (SOPs) and configurations for efficient knowledge sharing and continuity.

Program coordinator

Fidelis Care
06.2023 - 03.2024
  • Completing initial outreach to enroll new members into High intensive case management (HICM) program following Centene policies and procedures.
  • Create new cases, manage existing cases
  • Schedule appointments for Care managers in Salesforce
  • Complete tasks in CCA
  • Follow up on members requests as needed

Clinical administrator

United Health group (UHC empire Division)
08.2022 - 06.2023
  • Manage administrative intake of members
  • Work with hospitals, clinics, facilities and the clinical team to manage requests for services from members and/or providers
  • Process incoming and outgoing referrals, and prior authorizations, including intake, notification and census roles
  • Assist the clinical staff with setting up documents/triage cases for Clinical Coverage Review
  • Handle resolution/inquiries from members and/or providers

Care coordinator associate

United health group (Optum Division)
12.2020 - 08.2022
  • Manage patients’ information Epic
  • Schedule patients for in office and virtual visit
  • Update patient health information
  • Call center
  • Provide high quality customer service

Education

Bachelor of Science - Computer Science

Pennsylvania State University
Harrisburg, PA

Associate degree - Computer Science

CUNY Kingsborough Community College
Brooklyn
06.2022

Skills

  • Leadership
  • Proficient in computer systems and mobile devices
  • Working knowledge of Microsoft Office and Google suites
  • Experience installing software systems
  • Working knowledge of Macs and PCs
  • Working knowledge of C, Java, and python
  • Basic knowledge of data structure
  • Over 5 years of Customer Service experience and IT Helpdesk
  • Fluent in French and English
  • Web design
  • Basic of computer Network, ITCP/IP, Routing, Subnetting
  • Traffic analysis
  • Operating systems
  • Ticket management
  • Software configuration
  • Helpdesk administration
  • Attention to detail
  • Problem-solving abilities
  • Multitasking Abilities
  • Excellent communication
  • Troubleshooting skills
  • Organizational skills
  • Network support, documentation, and monitoring

Certification

  • CCNA - Cisco Certified Network Associate

Languages

English
Full Professional
French
Native or Bilingual

Timeline

Network Operation Center Tech

Limitless Mobile
06.2024 - Current

Lead Tech and Media Director

Evangelical Center for Revival
04.2024 - Current

Program coordinator

Fidelis Care
06.2023 - 03.2024

Clinical administrator

United Health group (UHC empire Division)
08.2022 - 06.2023

Care coordinator associate

United health group (Optum Division)
12.2020 - 08.2022

System Administrator

Love of Christ Evangelical Church
09.2019 - Current

Bachelor of Science - Computer Science

Pennsylvania State University

Associate degree - Computer Science

CUNY Kingsborough Community College

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Jonathan Ngwolo