Komrabai Bangura
DC,DC
Summary
Motivated and security-cleared IT professional with a Bachelor's degree in Computer Technology and strong foundational knowledge in cybersecurity and networking. Skilled in vulnerability scanning, threat detection, and system hardening. Quick learner with hands-on experience in cyber labs and technical support environments, seeking to contribute to a team dedicated to protecting and securing information systems.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Help Desk Technician
Inter-Con Security Systems Inc
Washington, DC
05.2023 - Current
- Collaborated with security and operations teams to address user support needs and maintain seamless daily operations.
- Utilized the CCURE system to process visitor access requests, manage credentials, and maintain accurate access control records.
- Collaborated with IT teams to implement system upgrades, enhancing user experience and functionality.
- Provided technical support to users, resolving issues efficiently and ensuring minimal downtime.
- Mentored new hires through onboarding processes, ensuring a smooth transition into the User Support Specialist role.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications.
- Installed, configured and maintained computer systems and network connections.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Managed over 50 customer calls per day.
IT Help Desk Agent
AMC Career Institute
Waldorf, MD
06.2019 - 07.2025
- Ensured timely resolution of hardware/software issues and maintained system functionality.
- Provided Tier 1 and Tier 2 technical support to end-users, troubleshooting hardware, software, and network connectivity issues.
- Streamlined support processes for improved efficiency and faster response times.
- Implemented proactive measures to identify potential software bugs or glitches before they affected users'' experiences.
- Managed high-volume helpdesk tickets efficiently, ensuring timely responses and resolutions for all users.
- Exceeded customer satisfaction targets by regularly soliciting feedback and implementing improvements based on user insights.
- Developed user-friendly documentation and guides, simplifying the troubleshooting process for endorsers.
- Increased first-call resolution rates by providing thorough training and resources to support team members.
- Led training sessions for both internal staff and external clients on software functionality, increasing overall proficiency levels across various departments.
Education
Bachelor's of Science - Computer Technology
Bowie State University
Bowie, MD12-2021
Skills
- Packet capture and analysis via Wireshark
- Familiar with Active Directory
- Desktop & Application Support
- Vulnerability scanning with Nessus and SolarWinds
- Familiar with virtualization software such as VMware and HyperV
- Strong understanding of TCP/IP networking concepts
- Knowledge of the NIST framework and information security and privacy regulations
- Software installation
- VPN configuration
- Printer setup
- Application support
- Hardware repair
- Remote support
- Security protocols
- Network connectivity
- System diagnostics
- Software updates
- Ticket management
- Virus removal
- Problem resolution
- Email configuration
- User support
- Customer service expert
- Technical support
- Microsoft outlook
- Desktop support
- Application installations
- Software diagnosis
- Network configuration
- Windows 10
Certification
- Security Clearance: Active TS/SCI Clearance
- CompTIA SecurityX (CASP+) Dec 2022 - Dec 2028
- CompTIA Cybersecurity Analyst (CySA+) Jul 2022 - Dec 2028
- CompTIA Security+ Apr 2022 - Dec 2028
- CompTIA Network+ Feb 2022 - Dec 2028
- CompTIA A+ Feb 2023 - Dec 2028
Timeline
IT Help Desk Technician
Inter-Con Security Systems Inc
05.2023 - Current
IT Help Desk Agent
AMC Career Institute
06.2019 - 07.2025
Bachelor's of Science - Computer Technology
Bowie State University