Martial Mbah
Beltsville,MD
Summary
Entering level help desk Assistance diverting to cyber security .possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
3
3
years of professional experience
Work History
Help Desk Assistant
Frontline Community Services
01.2021 - Current
- Developed strong relationships with clients, leading to repeat business and client referrals.
- Streamlined support processes for increased efficiency and reduced response times.
- Monitored network activity using specialized tools, identifying potential issues before they escalated into major problems.
- Implemented process improvements that led to faster issue resolution timeframes overall within the help desk team.
- Reduced ticket backlog through diligent follow-up and prioritization of tasks.
- Enhanced customer satisfaction by resolving technical issues and providing timely solutions.
- Provided remote assistance to customers, guiding them through resolution steps over the phone or via email.
- Documented all support interactions in ticketing system to track progress and maintain records of resolved issues.
- Participated in weekly meetings to discuss ongoing issues, share knowledge, and develop strategies for improvement.
- Coordinated with other IT professionals during major incidents or network outages for quick restoration of services.
- Created detailed reports on common trends in help desk requests, assisting management in making informed decisions about future training needs.
- Balanced multiple simultaneous tasks while consistently delivering high-quality results under pressure.
- 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.
- Maintained a high level of knowledge on company products, allowing for accurate troubleshooting and issue resolution.
Education
Bachelor of Science - Cyber Security
University of Maryland Global Cambus
Maryland, United States01.2026
Skills
- Report Generation
- Trend tracking
- Report creation
- Customer Service
- Help Desk Software
- Hardware knowledge
- Incident Management
- Technical Support
- Remote support experience
- Technical Troubleshooting
- Documentation Development
- Desktop support
- Incoming Call Management
- Data Recovery
- Customer Needs Assessment
Languages
English
Full Professional
French
Professional Working
Timeline
Help Desk Assistant
Frontline Community Services
01.2021 - Current
Bachelor of Science - Cyber Security
University of Maryland Global Cambus
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