KAMBOLE SINYANGWE
New Castle,DE
Summary
Competent Help Desk Support Specialist well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Help Desk support Specialist
OpDecision
03.2022 - 08.2024
- Monitored, troubleshooted and updated the internal customer ticketing system.
- Developed and maintained an up-to-date knowledge base to provide accurate information and guidance to customers.
- Provided responsive end user help desk support Including VIP's
- Supported all Managed Services Plus users to successfully triage phone calls, emails and tickets.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Assisted with ordering and activating new lines of service, suspending lines of service, administrator upgrades or replacement devices, add or remove features through the AT&T, Verizon, Sprint, etc. Premier Portals.
- Learned each Managed Service Plus account to properly support their needs and goals.
- Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
Small Business Account Manager
OpDecision
10.2022 - 11.2023
- Current 10/2022
- Identified opportunities for cost savings and customer service quality improvement
- Communicated in a timely manner to specific projects, tickets, and deliverables in accordance with internal SLA
- Resolved any issues that may arise and tracked all client-specific processes
- Assisted in the collection and documentation of client’s requirements and maintain the knowledge base to current standards
- Collaborated with various internal departments to ensure that all client requests, reports and tickets are fulfilled quickly and accurately
- Completed all monthly client audits by specific due date.
Education
Computer Network Support Specialist -
Associate of Applied Science (AAS) - Information Technology & Networking
Delaware Technical Community College
06.2024
Bachelor of Science (BS) - Exercise Science
Wesley College
2021
No Degree - Computer Network Support
Delaware Skill Center Trade School
01.2021
Skills
- Account Management
- Microsoft Office
- Help Desk
- Customer Service
- Ubuntu Linux
- LAN
- Windows
- WAN
- Mobile Devices
- Software Installation
- Remote Support
- Network Troubleshooting
- Hardware knowledge
- Technical Support
Certification
CompTIA A+2022, CompTIA Network+ 2022
Timeline
Small Business Account Manager
OpDecision
10.2022 - 11.2023
Help Desk support Specialist
OpDecision
03.2022 - 08.2024
Computer Network Support Specialist -
Associate of Applied Science (AAS) - Information Technology & Networking
Delaware Technical Community College
Bachelor of Science (BS) - Exercise Science
Wesley College
No Degree - Computer Network Support
Delaware Skill Center Trade School
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