Robert Ngong
forney,Texas
Summary
Seasoned Technical Support Specialist with a proven track record at TankTech Solutions, Plus 5 years experience, adept in hardware/software troubleshooting and offering exceptional customer service. Excelled in enhancing support workflows, significantly improving resolution times. Skilled in Active Directory & user management, and fostering team collaboration. Demonstrates strong problem-solving abilities and effective communication, ensuring high customer satisfaction.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Technical Support Specialist
TankTech Solutions
Forney, Texas
06.2021 - Current
- Provide tier-1 and tier-2 technical support software, network infrastructure, hardware to end-users via phone, email, and live chat.
- Troubleshoot and resolve customer issues related to connectivity, application crashes, account issues etc.
- Create, update, and resolve service tickets using Zendesk and ServiceNow.
- Collaborate with development and engineering teams to escalate and resolve complex issues in a timely manner.
- Document frequently asked questions and solutions to build internal knowledge base.
- Provide training and guidance to junior technical support team members, fostering a collaborative environment.
IT Support Technician
Metro Social Services
Nashville, TN
01.2020 - 05.2021
- Installed and configured software, hardware, and operating systems for users.
- Conducted routine system checks and maintenance on workstations, ensuring all devices were updated and secured.
- Responded to service desk tickets and resolved issues such as printer malfunctions, software errors, network connectivity problems, and device configurations.
- Worked with Active Directory to manage user accounts and permissions.
- Trained employees on using internal systems and software applications.
- Maintained and updated documentation for technical procedures, software installations, and troubleshooting steps.
Customer Service Representative (Tech Focus)
Telus International
Toronto, Ontario
08.2018 - 12.2019
- Delivered top-tier customer service for technical products, answering inquiries and troubleshooting issues.
- Assisted customers with basic technical setups and provided remote assistance for troubleshooting.
- Escalated unresolved technical issues to senior support staff and followed up to ensure issues were fully addressed.
- Worked closely with the technical team to improve support workflows and customer experiences.
- Recorded customer issues in a CRM system, ensuring accurate tracking and reporting of product issues.
Education
Bachelor of Science - Engineering
University of Bamenda
07-2016
Skills
- Hardware/Software Troubleshooting
- Technical Support Ticketing Systems (Zendesk, ServiceNow, Jira)
- Windows, macOS, Linux OS support
- Network Troubleshooting (TCP/IP, DNS, DHCP)
- Remote Desktop Support
- Customer Service & Communication
- Knowledge Base Creation & Management
- Installation & Configuration of Software
- CRM Tools ( Salesforce)
- Time Management & Prioritization
- IT Documentation & Reporting
- Active Directory & User Management
- VPN & Remote Access Support
Certification
- CompTIA A+
- ACA-900: Jira Software Essential
- ACA-905: JIRA Jira Board Administration
Timeline
Technical Support Specialist
TankTech Solutions
06.2021 - Current
IT Support Technician
Metro Social Services
01.2020 - 05.2021
Customer Service Representative (Tech Focus)
Telus International
08.2018 - 12.2019
Bachelor of Science - Engineering
University of Bamenda
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