Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Timeline
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Lambert Agama

Lambert Agama

Philadelphia,PA

Summary

Friendly Help Desk Technician with 4 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations.

Overview

6
6
years of professional experience
1
1
Certification

Work History

IT Help Desk Technician

WeSecure Partners
07.2018 - Current
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Documented transactions and support interactions in system for future reference and addition to knowledge base.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.
  • Configured hardware, devices and software to set up work stations for employees.
  • Activated accounts for clients interested in new services.
  • Monitored systems in operation and input commands to troubleshoot areas.
  • Assisted customers with product selection based on stated needs, proposed use and budget.
  • Trained and supported end-users with software, hardware and network standards and use processes.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Built and provided basic end-user troubleshooting and desktop support on Windows, Linux and Mac systems.
  • Provided on-call support for critical Type issues related to System and Software.

IT Risk Analyst

WeSecure Partners
07.2018 - 01.2023
  • Conducted security audits to identify vulnerabilities.
  • Recommend improvements in security systems and procedures.
  • Reviewed violations of computer security procedures and developed mitigation plans.
  • Performed risk analyses to identify appropriate security countermeasures.
  • Monitored computer virus reports to determine when to update virus protection systems.
  • Monitored use of data files and regulated access to protect secure information.
  • Encrypted data and erected firewalls to protect confidential information.
  • Developed plans to safeguard computer files against modification, destruction or disclosure.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

Certificate - Information Security Analyst

NuPath, University of Harrisburg
Harrisburg, PA
11.2022

Bachelors - Theology

Faith Bible College
Lagos, Nigeria
12.1999

Skills

  • Remote System Analysis
  • Connectivity Software
  • Computer Hardware Knowledge
  • Network Infrastructure Monitoring
  • Software and Hardware Issues
  • Help Desk Support
  • Support Ticket System Management
  • Technical Support Triage
  • Closing Tickets
  • Incident Response
  • IT Service Management (ITSM) Oversight
  • Diagnosis and Troubleshooting
  • Data Security
  • Computer Workstation Setup
  • Computer Diagnostic Software

Accomplishments

  • Achieved great by completing 12 task with accuracy and efficiency.
  • Documented and resolved ticketing issues which led to 100% result.
  • Supervised team of 4 staff members.
  • Achieved Result by introducing SEIM for monitoring tasks.

Affiliations

  • Association of Information Technology Professionals

Certification

  • Certified Informarion Security Auditor(CISA).

Timeline

IT Help Desk Technician

WeSecure Partners
07.2018 - Current

IT Risk Analyst

WeSecure Partners
07.2018 - 01.2023

Certificate - Information Security Analyst

NuPath, University of Harrisburg

Bachelors - Theology

Faith Bible College

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Lambert Agama