Kawusu Koroma
Alexandria,VA
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Associate
Alarm.com
02.2021 - Current
- Assist and support 2,000+ employees, addressing hardware, software, and network concerns locally and internationally (India, Canada, etc.)
- Perform periodical setup of 20+ laptops while also supporting the onboarding process for users of Windows and Mac operating systems, both locally (in person) and internationally (remotely)
- Handle inventory, asset tagging and imaging for 300+ Windows and Mac computers, and Peripheral Devices as needed
- Provide 25+ weekly in-person and remote support diagnosing and remediating user problems either in-person or through phone assistance and remote access software, such as GotoAssist, to ensure prompt and efficient resolutions
- Collaborate with Dell Service support for hardware/software procurement, support, warranty, and maintenance, handling an average of 20+ laptops for each issue that arises regularly
- Monitor and report on IT assets and performance, including tracking assets, system performance, and security incidents, considering the impact of working with 20+ laptops for each issue that occurs occasionally
- Develop 50+ technically written knowledge base articles for user support, focusing on the installation and usage of various software applications.
Founder / CEO
Parcel Pros (USA)
Alexandria, VA
12.2017 - Current
- Facilitate the creation and maintenance of the company's website, guaranteeing it provides a user-friendly interface for customers to submit shipping requests and access information about services
- Receive 10+ monthly shopping and shipping requests, processing orders, and managing the end-to-end fulfillment process, including sourcing items from US stores, packaging, and preparing shipments for delivery
- Establish partnerships and leverage third-party shipping providers such as DHL, UPS, MyUS to enhance the company's shipping capabilities, thus expanding delivery options, and improving overall customer experience
- Maintaining excellent customer service and satisfaction by promptly addressing inquiries, resolving issues, and maintaining a high level of customer satisfaction throughout the shopping and shipping process.
Security Site Manager
Amazon.com
05.2019 - 02.2021
- Supervise and support a team of 10, security guards ensuring their effectiveness and compliance with site rules and standards
- Utilize Citrix to generate and oversee the weekly scheduling for the team
- Enforce site rules and standards, making sure visitors and occupants comply with security and health & safety guidelines while on site
- Deliver outstanding customer service at a high level to contractors, visitors, and occupants of the site
- Maintain, update, and distribute Assignment Instructions, Standard Operating Procedures, and Emergency Procedures, including conducting regular reviews and making necessary updates.
Education
Associate of Applied Science - Information Technology
Northern Virginia Community College
Alexandria, VA05.2024
Bachelor of Arts - History
Fourah Bay College (USL)
Sierra Leone01.2012
Skills
- MDM expertise: Intune, AutoPilot, SCCM and JAMF
- 0365 PowerShell & Automation
- Asset Management
- Wireless Networking
- Ticket Management
- Email Configuration
- Active Directory
- VPN Configuration
- Operating Systems Expertise
- Remote Support
- Technical Troubleshooting
- Mobile Device Support
Certification
- CompTIA A+
- CompTIA Security+
- CompTIA Network+
- Google IT Support
Timeline
IT Associate
Alarm.com
02.2021 - Current
Security Site Manager
Amazon.com
05.2019 - 02.2021
Founder / CEO
Parcel Pros (USA)
12.2017 - Current
Associate of Applied Science - Information Technology
Northern Virginia Community College
Bachelor of Arts - History
Fourah Bay College (USL)