Summary
Overview
Work History
Skills
Skills Licenses Certifications
Personal Objective
Languages
Timeline
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Koffi Epou

Minneapolis,MN

Summary

Dedicated IT professional with expertise in deep-diving into tasks, taking ownership of ticket management, and ensuring effective client communication. Skilled in straightforward problem-solving, innovative thinking, and anticipating technical challenges. Committed to continuous self-development, strengthening core competencies, and proactively managing tasks to deliver high-quality results within the IT space.

Overview

6
6
years of professional experience

Work History

IT Field Engineer

Delta Airlines Inc.
10.2021 - Current
    • Managed IT tasks following company policies and procedures
    • Utilized ServiceNow for ticket management, incident management, and asset management
    • Provided end-to-end problem resolution and on-site training to users, supporting desktops and peripherals
    • Contributed to large deployment projects and collaborated with other departments for troubleshooting
    • Supported remote access and installed/configured printers and software
    • Traveled for on-site IT support and performed preventative maintenance on devices.

Field Engineer

Dakota County
02.2021 - 04.2021
    • Provided customer support for Win10 users, managed equipment, and facilitated equipment recovery
    • Assisted with setup, software installation, and basic tutorial instruction for users
    • Supported hardware and equipment tracking under COVID restrictions and managed equipment decommissioning.

Field Service Technician

Metropolitan Airports Commission
10.2018 - 04.2020
  • Installed software and performed troubleshooting on devices in a complex airport environment
  • Provided customer service, documented progress using ServiceNow, and supported specialized projects
  • Configured and supported various devices and software, including Apple iOS devices.

IT Help Desk Technician

IBM
01.2018 - 12.2019
    • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
    • Patched software and installed new versions to eliminate security problems and protect data.
    • Used ticketing systems to manage and process support actions and requests.
    • Implemented remote support tools to expedite issue resolution and reduce the need for in-person assistance.

Skills

    • Switches and routers
    • TCP/IP protocol
    • Problem-Solving
    • Team Management
    • Organization and Time Management
      • Technical Support
      • Ticket support system management
      • A Certification
      • Database Management
      • Operating Systems Expertise

Skills Licenses Certifications

  • CompTIA A+
  • Practical Junior Penetration Tester
  • Windows (10 & 11), Linux (basic), Mac
  • ServiceNow, VPN connectivity
  • Independent and collaborative work skills

Personal Objective

Meticulous professional with six years of customer support and technical skills, seeking a career in penetration testing as a White Hat Hacker. Recently awarded for high-level capabilities and strong analytic skills, adept at problem-solving, organization, and focused on security.

Languages

French
Native or Bilingual
English
Native or Bilingual

Timeline

IT Field Engineer

Delta Airlines Inc.
10.2021 - Current

Field Engineer

Dakota County
02.2021 - 04.2021

Field Service Technician

Metropolitan Airports Commission
10.2018 - 04.2020

IT Help Desk Technician

IBM
01.2018 - 12.2019

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Koffi Epou