Towdah Sanguka
Euless,TX
Summary
Computer Technician with over 10 years in IT support, troubleshooting, and network configuration. Proven track record in enhancing system performance, collaborating with cross-functional teams, and documenting technical processes. Known for providing top-notch IT solutions while ensuring optimum user satisfaction and system
Overview
16
16
years of professional experience
Work History
Information Technology
Celestica
- Troubleshoots, highlights and communicates issues relating to routine and/or basic defects
- Ability to recognize problems in the operation process or with components and to highlight/communicate those problems to Team Leader
- Inspects product using visual, automated, electronic and mechanical inspection procedures.
Quality Control & Cosmetic
FedEx Supply Chain
01.2018 - 01.2020
- Analyzed and diagnosed issues in malfunctioning phones using established methods and procedures
- Successfully disassembled, replaced components, and reassembled phones, ensuring optimal cosmetic and functional integrity
- Utilized retail software tools for inventory management, sales forecasting and customer relations management.
Quality Control/Functional Testing/IT Intern
Assurant Solutions
06.2015 - 07.2017
- Participated in updating company's software where installations were completed 15% ahead of schedule
- Worked with IT Support team on troubleshooting instructions for frequently encountered hardware faults reducing related tickets.
Manufacturing Associate Level IV
Hewlett Packard
10.2013 - 02.2015
- Conducted comprehensive functional tests on computer assemblies, specifically focusing on motherboard performance, to ensure optimal functioning and adherence to quality standards
- Utilized specialized tools and fixtures to handle equipment exceeding 50 pounds, encompassing both refurbishing and cosmetic enhancement tasks to improve product value and appearance
- Executed functional testing and modification of circuit board components, leveraging a digital volt meter to ensure optimal performance and adherence to assembly protocols
- Upheld stringent quality control standards across equipment production, contributing significantly to the consistent delivery of well-assembled and reliable equipment.
IT Support
Minaku & Associates
02.2008 - 05.2013
- Participated in updating company's software where installations were completed 15% ahead of schedule
- Aided in troubleshooting simple technical issues, achieving a First Call Resolution ratio of 95%
- Assisted with deployment of security patches across all systems decreasing vulnerabilities by 25
- Collaborated in the transition to a new ticketing system that improved ticket handling efficiency by 20%.
Junior IT Support and Manager
Internet Café Khonde
01.2004 - 01.2008
- Assisted in day-to-day Internet cafe administration
- Produced charges using unlimited, completely configurable billing schemes
- Managed the day-to-day operations of internet cafes, ensuring customer satisfaction and profitability
- Utilized leadership, technical, and customer service skills to provide an efficient and enjoyable experience for clients
- Oversaw the daily operations of the Internet cafe, including staff scheduling, training, and performance evaluations.
Education
Associates of Conversion Technology -
Tarrant County College
Associates Computer Maintenance - undefined
ISIPA/ Kinshasa DRC
Electrical General / High School Diploma - undefined
ITP BIKANGA
Skills
- Operating Systems: Windows, macOS, Linux, iOS, Android, Chrome OS
- Networking and Security
- Hardware & Software Troubleshooting: PCs, Laptops, Mobile Devices, Printers, VoIP systems
- Help Desk Tools: Tickets System (JIRA, Zendesk), Remote Support (TeamViewer, Remote Desktop, Quick Assist)
- CompTIA ITF, CompTIA A Network, Security Microsoft O365
Other
- Teams
- SharePoint
- Exchange
- Intune
- Microsoft Entra ID
- EDiscovery
Timeline
Quality Control & Cosmetic
FedEx Supply Chain
01.2018 - 01.2020
Quality Control/Functional Testing/IT Intern
Assurant Solutions
06.2015 - 07.2017
Manufacturing Associate Level IV
Hewlett Packard
10.2013 - 02.2015
IT Support
Minaku & Associates
02.2008 - 05.2013
Junior IT Support and Manager
Internet Café Khonde
01.2004 - 01.2008
Information Technology
Celestica
Associates of Conversion Technology -
Tarrant County College
Associates Computer Maintenance - undefined
ISIPA/ Kinshasa DRC
Electrical General / High School Diploma - undefined
ITP BIKANGA