Summary
Overview
Work History
Education
Skills
Work Availability
Timeline
SoftwareDeveloper
Wilfred K. Egbon

Wilfred K. Egbon

Lawrenceville,GA

Summary

Competent Computer Tech Support well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.

Overview

31
31
years of professional experience

Work History

Desktop Support Technician

Middleby Residential
Buford, GA
01.2022 - Current
  • Worked with various systems, software and peripherals and various types of games.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
  • Obtained and evaluated information about new systems, peripherals and software technology.
  • Purchased, setup and installed new computers.
  • Learned and implemented new software testing procedures.
  • Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Served as the first contact with our users who need technical assistance
  • Performed troubleshooting using various diagnostic techniques
  • Troubleshoot, diagnose, and resolve technical hardware and/or software issues
  • Created, maintained and documented user accounts using Active Directory, Office 365 and other accounts in our various business software
  • Provide needed information on IT products or services
  • Kept record of problems and their resolution
  • Provided feedback on processes and make recommendations on areas to improve processes
  • Maintained technical documentation on installation of software, configuration of hardware and problem troubleshooting
  • Suggested improvements on procedures

Tech Support

Onsite Computing Inc.
Lawrenceville, GA
01.2011 - Current
  • Removed malware, ransomware and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Troubleshot and diagnosed problems to accurately resolve wide range of technical issues.
  • Configured hardware, devices and software to set up home work stations.
  • Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
  • Trained users on how to operate their equipment.
  • Assisted clients with product selection based on stated needs, proposed use and budget.
  • Provided on-call support for critical issues.
  • Installed, modified and repaired software and hardware to resolve technical issues.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.

Satellite Communications Specialist

Digital Installers Inc.
Lawrenceville , GA
02.2000 - 01.2020
  • Responded to emergencies with speed, efficiency and knowledgeable assistance.
  • Monitored social media and online sources for industry trends.
  • Drove operational improvements which resulted in savings and improved profit margins.
  • Tested existing equipment for functionality, quickly and accurately diagnosing problems to provide comprehensive solutions.
  • Set up and programmed devices and educated customers on use.
  • Fed cables through access holes, attics and floor spaces.
  • Gave customers accurate quotes on satellite repair and installation packages .
  • Maintained excellent levels of customer service by efficiently meeting customer needs for all types of satellite systems.
  • Made over 400 home visits to inspect, repair or install satellite systems.
  • Stayed up-to-date on changes in technology to offer customers updated equipment and provide accurate and thorough operation demonstration.
  • Configured internet connections, routers and wireless access for devices.
  • Installed and configured new devices and system components.
  • Worked closely with network administrators and server engineers to deliver quality service.
  • Set up networks and computers for residential customers.
  • Responded to service requests during and after business hours.
  • Set up networks and computers for residential customers.
  • Coordinated installation of new users and relocations of existing users.
  • Researched and recommended network and data communications hardware and software.

Education

Bachelor of Science - Information Technology W/ Advanced Networking Cert

University of Phoenix
Tempe, AZ
09.2021

Skills

  • User training
  • Technical Support Triage
  • Technical Support
  • Troubleshooting skills
  • Problem resolution
  • Organization
  • Data recovery
  • System monitoring
  • Hardware and software installation
  • Security Updates
  • System maintenance and repair
  • Troubleshooting
  • Application support
  • Usability understanding
  • MS Office
  • Software diagnosis
  • Mac systems
  • Virtualization
  • Server Support

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline

Desktop Support Technician

Middleby Residential
01.2022 - Current

Tech Support

Onsite Computing Inc.
01.2011 - Current

Satellite Communications Specialist

Digital Installers Inc.
02.2000 - 01.2020

Bachelor of Science - Information Technology W/ Advanced Networking Cert

University of Phoenix

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Wilfred K. Egbon