MIRIAM ENOKPA
Brandywine,MD
Summary
IT Helpdesk Support Technician with success in developing and transforming corporate IT vision into actionable goals. Self-driven with a stellar record of planning, initiating, and providing outstanding customer service in time-critical, complex, and fast paced customer facing environments. Organized and dependable at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Overview
11
11
years of professional experience
1
1
Certification
Work History
Tier 2 Deskside Support Technician
SAIC
04.2023 - Current
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Documented support interactions for future reference.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Monitored systems in operation and quickly troubleshot errors.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Assisted with updating technical support best practices for use by team.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured hardware and granted system permissions to new employees.
- Prioritized and responded to over 60 tickets in a week with quick and accurate responses, using the remedy ticketing
system.
IT Help Desk Support Technician
IRON BOW
05.2022 - 03.2023
- Provide help desk support, via phone, email, in-person, and ServiceNow ticketing system, for most issues related to desktop software, hardware, and peripherals, for Holocaust Museum staff
- Resolved over 136 tickets in one month
- Consistently met Service Level Agreements for ticket response and resolution
- Support account setup, software installation, printer installation, and imaging laptops
- Escalate public-facing issues through proper channels
- Created Knowledge Base Articles (KBA)
- Train new team members
- Skilled at working independently and collaboratively within team environment
- Motivated, with strong sense of personal responsibility
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Walked individuals through basic troubleshooting tasks.
- Documented support interactions for future reference.
Field Tech Analyst
NTT DATA
03.2021 - 04.2022
- Responsible for resolving hardware and software problems within established service level agreements
- Prioritized and responded to over 50 tickets per week with quick and accurate responses, utilizing Service Operation
- Management (SOM) ticketing system
- Managed client services for strategic customers including IMAC, Break Fix, Desk Side Support
- Conduct imaging and troubleshooting Windows Desktops/Laptops, Windows 7 and 10
- Collaborated with Engineering team to identify issues with Dell hardware and/or software and reduced issued tickets
- Executed customer-specific (COTs) software installation to enable interface with Microsoft Office 2010 and 2016, Office 365, Adobe Acrobat
- Tested monthly Microsoft Patches for Servers and coordinated testing across other locations
- Managed installation and configuration of infrastructure technologies such as Windows server 2003 – 2012, SCCM, enterprise-level Antivirus, and data encryptions, Bit locker, CDP software, Active Directory
- Diagnosed software issues and applied troubleshooting techniques to resolve problems
- Applied knowledge of IT best practices to tackle new challenges and make educated decisions
COVID-19 Screener
ICONMA
01.2021 - 03.2021
- Obtained temperatures of visitors and employees at entry of facility and asked screening questions.
- Followed CDC guidelines to establish accuracy and compliance with COVID-19 protocols.
- Maintained safe and sanitary environment by conducting regular disinfecting and cleaning measures.
- Provided assistance with distribution of face masks and other equipment to equip individuals with protective gear.
- Documented all COVID-19 screenings, results and follow-up action on database to enable tracking history and maintain accurate records.
- Educated staff and visitors on importance of proper hygiene and social distancing to practice protective measures and avoid infection transmission.
- Conducted contact tracing of staff and visitors in close contact with individuals testing positive for COVID-19 to check for possible symptoms and prepare for treatments
- Completed necessary reports and documentation on time and to specifications
- Took and recorded patients' vital signs, documenting in medical charts
Med Tech/CNA/GNA
Premier Home Care
01.2019 - 12.2020
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Utilized therapeutic communication, empathy and active listening skills to encourage and develop positive relationships with patients.
- Delivered individualized patient care by recording vital signs, documenting observations, administering treatments, and evaluating patient needs.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Helped clean and prepare patient consultation rooms to maintain hygiene standards
- Participated in fun group activities with patients to boost mood, improve overall memory, and provide light entertainment.
- Changed linens in rooms, keeping spaces fresh and clean for patient health and satisfaction.
- Documented patient information and care activities in electronic health record.
- Helped patients with self-feeding and assisted feeding, based on individual needs.
CNA / GNA • Warman Home Care, Gaithersburg, MD May
Warman Home Care
05.2014 - 01.2019
- Answered call lights and supported patient comfort and safety by adjusting bed rails and equipment.
- Promoted good oral and personal hygiene by aiding patients with shaving, bathing, and teeth brushing.
- Checked patient vitals such as temperature, blood pressure, and blood sugar levels.
- Assisted with feeding and monitored intake to help patients achieve nutritional objectives.
- Cared for clients with diagnoses such as respiratory failure, diabetes, Parkinson's disease and muscular dystrophy.
- Cared for residents in assisted living facility and delivered high-quality support to meet needs.
- Oversaw and maintained patients' rooms and reduced falls by 30%
- Supported ambulation and physical therapy needs by conducting planned exercise routines.
System Administrator Intern
Life Bridge Health
08.2018 - 12.2018
- Performed software installations and upgrades to Windows operating systems.
- Configured and tested Windows Server operating systems with roles features.
- Installed and configured network printers and other peripheral devices.
- Installed and configured Windows 2012 servers.
- Conducted Racking and Installation of Physical Server
- Implemented troubleshooting on hardware devices at different locations.
Lead Care Manager • Sunrise Senior Living, Montgom
Sunrise Senior Living
05.2012 - 03.2014
- Educated and evaluated clinical and support staff regarding care quality management regulations and standards of care.
- Coordinated referrals to specialists, hospitalizations, ER visits, ancillary testing, and other enabling services for patients.
- Interpreted regulations to identify patient care requirement criteria to be monitored and establish systems to achieve compliance.
- Arranged transportation and documented details of discharge transition plans.
- Kept team in compliance with government care management standards.
- Established quality and efficiency guidelines for all healthcare staff.
- Assisted clients with daily living needs to maintain self-esteem and general wellness.
- Assessed clients and developed plans to meet needs.
- Developed and implemented training programs for care staff to enhance skills and knowledge.
- Managed over 24 clients with medication administration daily by paying attention to specific guidance for administration, as directed by
doctors for each client, to protect their safety and physical health.
Education
Master of Science - Cloud Computing Systems
University of Maryland Global Campus
Adelphi, MD12.2023
Bachelor of Science - Computer Networks & Cyber Security/Homeland Security
University of Maryland Global Campus
Adelphi, MD12.2021
Google IT Support Professional Certificate, Washington - undefined
Na
Laurel, MD03.2021
Associates of Science - Cyber Security
Prince George's Community College
Largo, MD08.2020
Bachelor of Arts - Literature
University of Yaoundé 1
Yaounde, Cameroon12.2005
Skills
- ServiceNow / Remedy Ticketing System
- KVM Imaging System
- Active Directory
- Operating Systems Installation
- Office 365 Google Suite Support
- Customer Service
- Remote Desktop
- Technical Support
- Asset management
- Microsoft Windows and Office
- Diagnosis and Troubleshooting
- Software and Hardware Issues
- Printers and Peripherals
- Organizational Skills
Accomplishments
- Achieved Employee of the month by closing 136 tickets in a month, with accuracy and efficiency.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Supervised team of five staff members.
Certification
CompTIA Security+
Google IT Support Professional Certificate
CompTIA IT Fundamentals
Languages
French
Limited Working
Timeline
Tier 2 Deskside Support Technician
SAIC
04.2023 - Current
IT Help Desk Support Technician
IRON BOW
05.2022 - 03.2023
Field Tech Analyst
NTT DATA
03.2021 - 04.2022
COVID-19 Screener
ICONMA
01.2021 - 03.2021
Med Tech/CNA/GNA
Premier Home Care
01.2019 - 12.2020
System Administrator Intern
Life Bridge Health
08.2018 - 12.2018
CNA / GNA • Warman Home Care, Gaithersburg, MD May
Warman Home Care
05.2014 - 01.2019
Lead Care Manager • Sunrise Senior Living, Montgom
Sunrise Senior Living
05.2012 - 03.2014
Master of Science - Cloud Computing Systems
University of Maryland Global Campus
Bachelor of Science - Computer Networks & Cyber Security/Homeland Security
University of Maryland Global Campus
Google IT Support Professional Certificate, Washington - undefined
Na
Associates of Science - Cyber Security
Prince George's Community College
Bachelor of Arts - Literature
University of Yaoundé 1
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