LOIC N NICOUE
DURHAM,NC
Summary
Detail-oriented and customer-focused IT Help Desk Specialist with 3 years of experience providing technical support and troubleshooting solutions in fast-paced environments. Proven ability to diagnose and resolve hardware, software, and network issues while maintaining high levels of customer satisfaction. Skilled in remote support, ticketing systems, and incident documentation, with a strong understanding of Windows, macOS, Active Directory, and Microsoft 365. Adept at communicating complex technical information clearly to non-technical users and collaborating with cross-functional teams to improve service delivery. Committed to continuous learning and delivering reliable, efficient IT support.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Social Security Administration
04.2022 - Current
- Provide technical support to end-users via phone, email, and ticketing system (CAPRS).
- Troubleshoot and resolve hardware and software issues related to desktops, laptops, printers, and mobile devices.
- Provided technical support to end-users, troubleshooting network and connectivity issues
- Install, configure, and maintain software applications and operating systems.
- Create and maintain documentation for troubleshooting procedures and knowledge base articles.
- Collaborate with other IT teams to escalate and resolve complex technical issues.
- Conduct training sessions for end-users on IT systems and applications.
Technical Support
HCL America (Client Elanco)
05.2021 - 11.2021
- Provided technical assistance to Elanco customers via email.
- Diagnosed and resolved hardware and software issues related to computers, peripherals, and networking equipment.
- Documented support interactions and resolutions in the ticketing system (ServiceNow).
- Escalated unresolved issues to higher-level support teams for further investigation and resolution.
Customer Service Representative
First Service Residential
01.2017 - 01.2021
- Welcomed and assisted guests and visitors on a daily basis providing front desk support at a 50-unit residential facility.
- Demonstrated excellent communication skills by listening to residents and guests’ issues to help provide solutions to requests.
- Triaged resident service requests and entered maintenance requests into the online tracking system.
- Obtained and utilized conflict resolution skills, so as to handle difficult situations in the most professional manner possible.
- Built rapport with residents and guests and maintained confidentiality and security of all residents’ information.
Education
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UT01-2026
Skills
- Technical Support: Troubleshooting hardware and software issues, resolving technical problems
- Operating Systems: Windows, macOS, Linux
- Network Protocols: TCP/IP, DNS, DHCP
- Network Security: Firewalls, VPNs, IDS/IPS
- Help Desk Tools: ServiceNow, CAPRS
- Active Directory: User and group management, group policies
- Remote Desktop Tools: SRT button, Remote Desktop Protocol (RDP)
- Ticketing Systems: Logging, tracking, and managing support requests
- Communication: Strong written and verbal communication skills, active listening
- Customer Service: Providing courteous and efficient support to end-users
Certification
- HDI Certification
- Comptia Network+ (In progress)
Languages
French
Native or Bilingual
English
Full Professional
Interests
Linux ( RedHat ) and AWS
Timeline
Help Desk Technician
Social Security Administration
04.2022 - Current
Technical Support
HCL America (Client Elanco)
05.2021 - 11.2021
Customer Service Representative
First Service Residential
01.2017 - 01.2021
Bachelor of Science - Information Technology
Western Governors University
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