KOUADIO SERGE BOHOUSSOU
EVERETT,WA
Summary
Proactive Help Desk Technician with extensive experience in troubleshooting, desktop support, and network administration. Skilled in software installation, remote support, and optimizing help desk workflows. Bringing strong problem-solving abilities and a commitment to enhancing user satisfaction and system performance.
Overview
12
12
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
Help Desk Technician
PaniTech Academy
5000 Sunnyside Ave Suite 302, Beltsville, MD 20705
01.2021 - 09.2024
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Maintained accurate documentation of help desk tickets, ensuring proper tracking and resolution of issues.
- Enhanced customer satisfaction by resolving technical issues in a timely and efficient manner.
- Participated actively in ongoing professional development opportunities, staying current on industry trends and advances in technology.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Managed sensitive user data securely, adhering to company policies and industry best practices for cybersecurity.
- Assisted with the implementation of new technology solutions, contributing to successful organizational growth.
- Optimized helpdesk workflows by identifying areas for improvement and implementing necessary changes.
- Served as a knowledgeable resource for colleagues seeking advice on complex technical problems or projects.
- Supported end-users in various applications to optimize their productivity and performance.
- Walked individuals through basic troubleshooting tasks.
- Reduced downtime by troubleshooting and repairing hardware, software, and network issues.
- Provided on-call support for critical issues related to [Software].
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Patched software and installed new versions to eliminate security problems and protect data.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Assisted in development of system security protocols.
Help Desk Assistant
Mukilteo School District
Mukilteo
09.2018 - 01.2021
- Assisted customers with software installation, ensuring proper setup and smooth operation.
- Collaborated with team members to solve complex problems and provide top-notch support services.
- Provided remote assistance to customers, guiding them through resolution steps over the phone or via email.
- Assessed, troubleshot and repaired various machines such as desktops, printers and sorters.
- Coordinated with other IT professionals during major incidents or network outages for quick restoration of services.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
Assistant Network Administrator
E-SAT
ABIDJAN IVORY COAST
04.2012 - 09.2018
- Supported server administration tasks such as patch management, operating system upgrades, capacity planning when required.
- Assisted in the planning and deployment of new network infrastructure, ensuring seamless integration with existing systems.
- Developed and refined build process and configurations, and contributed to network automation.
- Provided on-call support for network engineering duties.
- Streamlined user experience by configuring switches, routers, and other networking equipment for optimal performance.
- Installed, configured and supported local area network (LAN), wide area network (WAN) and Internet system.
- Performed day-to-day LAN and WAN administration, maintenance, and support.
- Identified and immediately resolved issues with network devices.
- Assisted IT staff on troubleshooting issues and closing calls.
Education
UNIVERSITY FELIX-HOUPHOUET-BOIGNY
ABIDJAN IVORY COAST 09.2008 - 05.2010
Bachelor of Science - INFORMATION TECHNOLOGY
UNIVERSITY FELIX-HOUPHOUET BOIGNY
ABIDJAN IVORY COAST06.2010
High School Diploma -
LYCEE GARCONS DE BINGERVILLE
IVORY COAST 07.2006
Skills
- Active Directory service
- Ticket management
- Operating systems knowledge
- Software Installation
- System Administration
- Support Ticket System Management
- TCP/IP
- LAN/WAN
- Software Updates
- Issue Resolution
- Hardware Repair
- Remote System Analysis
Certification
- Comptia Security+
- CompTIA Cybersecurity Analyst (CySA+) in progress
Languages
English
Limited Working
French
Native or Bilingual
Timeline
Help Desk Technician
PaniTech Academy
01.2021 - 09.2024
Help Desk Assistant
Mukilteo School District
09.2018 - 01.2021
Assistant Network Administrator
E-SAT
04.2012 - 09.2018
UNIVERSITY FELIX-HOUPHOUET-BOIGNY
09.2008 - 05.2010
Bachelor of Science - INFORMATION TECHNOLOGY
UNIVERSITY FELIX-HOUPHOUET BOIGNY
High School Diploma -
LYCEE GARCONS DE BINGERVILLE