Kate Samsonova
Bel Air,MD
Summary
Dynamic IT professional with a proven track record at Flex Technology Group, enhancing system reliability and user satisfaction through effective troubleshooting and user account management. Skilled in network administration and committed to delivering exceptional customer service, I consistently drive improvements in response times and client satisfaction.
Overview
5
5
years of professional experience
Work History
IT service desk TECHNICIAN
FLEX TECHNOLOGY GROUP
Cockeysville, MD
08.2023 - Current
- Answered calls and triaged tickets using Zendesk or ServiceNow ticketing systems, ensuring timely escalation to appropriate teams
- Troubleshot software and hardware issues, enhancing system reliability and user satisfaction.
- Collaborated with the infrastructure team during migrations.
- Created new user accounts in various software, streamlining onboarding processes
- Utilized proficiency in AD, Microsoft Admin Center, Azure, and Intune to manage and secure IT environments, enhancing system security and efficiency.
IT SUPPORT TECHNICIAN
ADVANCE BUSINESS SYSTEMS
Cockeysville, MD
02.2023 - 07.2023
- Setting up devices for users including out-of-box experience
- Configured new user accounts in Active Directory and various software, ensuring secure access and compliance with security policies
- Performed daily checks on server status and backups using VMware tools, ensuring system reliability and data integrity
- Updated device software to the latest versions, enhancing security and performance
- Sending out security awareness training for the users and reporting the results to the Director of IT
Client Success Manager
CETROM INFORMATION TECHNOLOGY INC
Mt Airy, MD
01.2021 - 04.2021
- Served as the main contact between clients and the company to resolve IT issues, ensuring improved client satisfaction and retention
- Tracked client tickets and ensured timely resolution, contributing to a 20% increase in client satisfaction scores
- Communicated technical updates to clients, enhancing their understanding and reducing follow-up queries
- Scheduled and held client meetings, fostering stronger client relationships and aligning on project goals
Education
Bachelor of Science - Cybersecurity Technology
University of Maryland Global Campus
Hyattsville, MD12-2024
Associate of Applied Science - Cybersecurity
The Community College of Baltimore County
Catonsville, MD12-2020
Bachelor of Arts -
RUSSIAN UNIVERSITY OF COOPERATION
Moscow, Russia05-2010
Skills
- Network administration
- Firewall configuration
- Vulnerability assessment
- Patch management
- Security monitoring
- Customer service
- Technical troubleshooting
- Cybersecurity fundamentals
- Incident response
- User account management
- IT documentation
- Mobile device support
- Active directory
- Printer setup
- Software installation
- Ticket management
- Virus removal
- Application support
- User credential management
- Network configuration
- Amazon EC2 administration
- Cisco CCNA certification
Timeline
IT service desk TECHNICIAN
FLEX TECHNOLOGY GROUP
08.2023 - Current
IT SUPPORT TECHNICIAN
ADVANCE BUSINESS SYSTEMS
02.2023 - 07.2023
Client Success Manager
CETROM INFORMATION TECHNOLOGY INC
01.2021 - 04.2021
Bachelor of Science - Cybersecurity Technology
University of Maryland Global Campus
Associate of Applied Science - Cybersecurity
The Community College of Baltimore County
Bachelor of Arts -
RUSSIAN UNIVERSITY OF COOPERATION
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