LUMA PETER
Columbus,OH
Summary
IT Support Specialist experience in providing comprehensive technical and troubleshooting support in fast-paced environments. Known for excellent problem-solving abilities, technical knowledge of hardware, software, and networking solutions. Adapt at providing support in managing incidents, improving systems, and enhancing user satisfaction. Excellent communicator and ability to participate in multiple projects simultaneously meeting all deadlines. Thrives in an environment that embraces new technologies.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Baby List, Inc.
03.2022 - Current
- Provide tier 1 and tier 2 technical support to multiple users across multiple sites, achieving a good average resolution time for 80% of incidents.
- Configure, maintain and troubleshot hardwares, softwares, and peripherals, troubleshoot system errors, HMI errors, logistics robot errors, network connectivity issues and application faults.
- Manage Active Directory for user accounts for shared resources, identity and access management and security settings.
- Responsible for detecting and identifying devices running unsupported windows and Linux operating systems and deploy patches.
- Document troubleshooting steps and resolutions, contributing to the knowledge base and improving issue resolution consistency across teams.
- Collaborate with network administrators and other IT teams to identify and resolve more complex issues, minimizing downtime and ensuring operational continuity.
- Used ticketing systems to manage and process support actions and requests.
- Assigned system permissions and set up computers to assist with onboarding new employees.
- Create exclusion policies and web content filtering to prevent users from malicious sites access.
- Investigate and triage multiple security incidents like phishing, malware, brute force.
- Create and coordinate quarterly phishing campaigns as well as security awareness training.
- Communicate with Team and leadership to establish IT Security goals
IT Technician
FedEx Inc.
01.2021 - 02.2022
- Assisted in setting up and configuring network hardware, including routers, switches, and cabling, in accordance with company policies and security standards.
- Preparing and Re-imaging of windows 7 and 10 operating system to new and existing computers.
- Provide password reset support and departmental resource assignment.
- Install, configure, and manage active directory domain controllers.
- Created help desk tickets, troubleshoot and resolve desktop issues.
- Manage Active directory group policies.
Education
BSc - Marketing Management
University of Bamenda
09.2020
Skills
- Hardware: PC setup/configuration, HMI, logistics robots, printer setup/troubleshooting, mobile device management
- Software: Windows OS, MacOS, Linux, Android OS, Microsoft Office Suite, Word, Excel
- Networking: TCP/IP, VPN, DNS, LAN/WAN, HTTP/HTTPS, SSH, network security
- Tools: ServiceNow, Zendesk Active Directory, Microsoft Defender For Endpoints, Microsoft Entra ID, Cisco Umbrella
- Scripting: Basic Knowledge of PowerShell for investigation of False Positive
- Patch Management: Microsoft SCCM
Certification
Cisco Networking & Introduction to CyberSecurity, CompTIA Security+ - In Progress.
Timeline
IT Support Specialist
Baby List, Inc.
03.2022 - Current
IT Technician
FedEx Inc.
01.2021 - 02.2022
BSc - Marketing Management
University of Bamenda
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