Sekou McGaughy
Kansas City,MO
Summary
Experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possess savvy expertise to effectively resolve complex technical problems. Comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures. Skilled at identifying and resolving issues efficiently. Ability to navigate through intricate technical challenges sets apart as a reliable problem-solver in the field.
Overview
11
11
years of professional experience
Work History
IT Support Engineer
Lathrop & Gage
09.2023 - 07.2024
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced project management skills by defining and presenting system solutions and timelines for business needs or technical problems.
- Participated in team projects, demonstrating an ability to work collaboratively and effectively.
- Delivered unit-tested systems within customer-prescribed timeframes.
CUSTOMER IT SUPPORT SPECIALIST
Honeywell FM&T
01.2021 - 01.2023
- Performs customer support, training, and troubleshooting activities for various IT services -Interacts with customers over the phone, via e-mail.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new desktop systems and migrated data to new machines.
TECHNICAL SUPPORT SPECIALIST (CONTRACTOR)
Dairy Farmers of America
07.2020 - 12.2020
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Documented support interactions for future reference.
- Installed, configured and maintained computer systems and network connections.
- Created user accounts and assigned permissions.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
TECHNICAL SUPPORT SPECIALIST (SEASONAL)
H&R BLOCK
12.2019 - 06.2020
- Adhered to company policies and scripts to consistently achieve call-time and quality standards.
- Documented and detailed calls and complaints using call center's CRM database.
- Placed outbound customer service or customer satisfaction calls to follow up on issues.
- Escalated complicated customer account issues to supervisors and help desk workers.
- Actively listened to customers, handled concerns quickly and escalated major issues to supervisor.
DESKTOP SUPPORT ANALYST (CONTRACTOR)
Sprint HQ
06.2018 - 11.2019
- Performs customer support, training, and troubleshooting activities for various IT services -Interacts with customers over the phone, via e-mail.
IT HELP DESK (WORK STUDY)
METROPOLITAN COMMUNITY COLLEGE
07.2017 - 05.2018
- Supported IT department in handling technology rollout and maintenance.
- Delivered assistance and support for team-based IT projects.
- Developed and maintained strong client relationships to deliver exceptional customer service and problem resolution.
- Installed, modified, and repaired software and hardware to resolve technical issues.
IT HELP DESK
USA800
11.2013 - 06.2017
- Promptly responded to inquiries and requests from prospective customers.
- Maintained up-to-date knowledge of product and service changes.
- Trained staff on operating procedures and company services.
- Developed highly empathetic client relationships and earned reputation for exceeding service standard goals.
- Responded proactively and positively to rapid change.
Education
Associate of Applied Science - IT Network Security
Metropolitan Community College
Kansas City, MO05.2018
Skills
- Helpdesk call support
- Application support
- ServiceNow
- Windows 10
- Microsoft Office
- Adobe
- Asset Management
- Office 365
- Active Directory
- Cisco WebEx
- Mobile Device Management
- Backup and recovery
- Desktop support
- Software Installation
- Disaster Recovery Planning
- Hardware component selection
- Apple Products (iPhone, iPad)
- Basic IT Support
- Client Relationship Building
Timeline
IT Support Engineer
Lathrop & Gage
09.2023 - 07.2024
CUSTOMER IT SUPPORT SPECIALIST
Honeywell FM&T
01.2021 - 01.2023
TECHNICAL SUPPORT SPECIALIST (CONTRACTOR)
Dairy Farmers of America
07.2020 - 12.2020
TECHNICAL SUPPORT SPECIALIST (SEASONAL)
H&R BLOCK
12.2019 - 06.2020
DESKTOP SUPPORT ANALYST (CONTRACTOR)
Sprint HQ
06.2018 - 11.2019
IT HELP DESK (WORK STUDY)
METROPOLITAN COMMUNITY COLLEGE
07.2017 - 05.2018
IT HELP DESK
USA800
11.2013 - 06.2017
Associate of Applied Science - IT Network Security
Metropolitan Community College
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