Highly motivated problem solver with experience in IT support and a focus on ongoing learning and development. Holds CompTIA A+, Google IT Support, CompTIA Network+, and CompTIA CIOS certifications. Multilingual with fluency in more than four languages and a track record of bringing diverse perspectives to complex problem-solving. Seeking opportunities to expand skills and drive company growth.
Hi, I’m
NATHALIE BAGUMA SAMBA
Summary
Overview
3
years of professional experience
Work History
Infinite Computer Solutions | Remote
Help Desk Analyst
06.2022 - Current
Job overview
- Answered calls with friendly and polite approach to engage users and deliver exceptional customer service.
- Assist customers by troubleshooting and resolving technical problems
- Create new accounts, reset passwords, and configure access to servers and file management software for users
- Maintain composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support
- Walk customers through the processes of installing software or hardware and initial program start-up procedures
- Keep customers informed about issue resolution progress and provide updated estimated times of resolution on an ongoing basis
- Research, document, and escalate support cases to higher levels of support when unable to resolve issues using available resources
- Manage user profiles, security access, and shared file structures
- Deliver remote Tier 1 IT support for hardware and software to company personnel.
Per ScholasSilver Spring, MD
02.2022 - 06.2022
Job overview
- Set up and configured system hardware and software applications
- Run VMs
- Hands-on technical support of routers, switches, serves, and Firewalls
- Install VoIP Endpoints
- Hands-on Computer network configuration, DHCP/DNS Ethernet, and Firewall proficient
- Windows Active directory
- Antivirus Software
- LAN/WAN
- MS Office
- Hardware upgrade and diagnostic
- Cloud Computing
- Windows Server
Five Star Home Health CareSterling, Virginia
Certified Nursing Assistant
07.2020 - 01.2022
Job overview
- Documented information in patient charts and communicated status updates to the interdisciplinary care team
- Looked for physical, emotional, and symptomatic changes in patient condition and obtained necessary care for medical concerns
- Organized games and other activities to engage clients and offer mental stimulation
- Engaged with patient family and friends to provide a courteous visit experience
- Answered signal lights, bells, and requests for service to assist patient service fulfillment
- Assisted patients with shaving, bathing, and oral hygiene to promote healthy habits and overall wellness.
EDU HealthcareSterling, Virginia
Nurse Assistant
08.2020 - 06.2021
Job overview
- Worded as a Care room personnel for Loudoun County Public Schools
- Performed symptom checks on students, guests, and staff in assigned school buildings
- If individuals report potential COVID-19-related symptoms, I will record symptoms, take touchless temperature, and isolate the student until picked up from school.
Education
Kigali Independent University
BBA from Finance
12.2015
University Overview
Northern Virginia Community College
Some College (No Degree) from Information Technology
University Overview
Per Scholas | Silver SpringMD
University Overview
- CompTIA A+ And Google IT Support Certification 05/2022
- CompTIA Network+ 04/2023
- CompTIA IT Operation Specialist CIOS 04/2023
- CompTIA Security+ (In process)
Skills
- Technical Troubleshooting
- DHCP/DNS, Ethernet, and Firewall proficient
- Install VoIP Endpoints
- Active Directory
- Antivirus Software
- LAN/WAN
- MS Office
- Hardware upgrade and diagnostic
- Attention to details
- Excellent communication skills
- Computer networking
- Strong in customer service (Customers Come First)
- Adept at time management
- Analytical thinking
- Strong knowledge Computer fundamentals
- Creative thinking and problem solving
- Installation Management
- Network Problem Solving
- Troubleshooting problems with T1,ds3,
- Network Performance Analysis
- Network Security Development
- Switching Protocols
- Logging support tickets
- Client communication
Accomplishments
Accomplishments
- Google IT Support
- CompTIA Network+
- CompTIA IT Operations Specialist - CIOS
- CompTIA security+ (In process)
Languages
Languages
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Help Desk Analyst
Infinite Computer Solutions | Remote
06.2022 - Current
Per Scholas
02.2022 - 06.2022
Nurse Assistant
EDU Healthcare
08.2020 - 06.2021
Certified Nursing Assistant
Five Star Home Health Care
07.2020 - 01.2022
Kigali Independent University
BBA from Finance
Northern Virginia Community College
Some College (No Degree) from Information Technology
Per Scholas | Silver Spring
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