Summary
Overview
Work History
Education
Skills
Affiliations
Training
Timeline
Generic
Willie Korboi

Willie Korboi

Informational Technology Professional
Atlanta,GA

Summary

Experienced IT professional with a strong background in customer management and expertise in Digital Dental 2D equipment, including Panoramic hardware and software. Proficient in Microsoft software suites, remote applications, VPN, and management. Certified Climate Justice Advocate and skilled Certified Life Coach. Bringing a unique blend of technical prowess, interpersonal skills, and a passion for making a positive impact. Seeking opportunities to leverage technical proficiency, coaching abilities, and commitment to environmental sustainability in a dynamic professional environment. Competent Technical Analyst 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. Diversely Skilled Technical Analyst with 8 years solving problems for employers and customers. Personable and adaptable provider of technical expertise in language comprehensible to everyone from engineers to private users. Adept at offering one-on-one support as well as authoring technical specifications and requirements for publication. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at a fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Competent Technician 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. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.

Overview

19
19
years of professional experience

Work History

Technical Support Analyst – 2D Equipment

DENTAL IMAGING TECHNOLOGIES CORPORATION - DEXIS
09.2022 - Current
  • Provided Support for DEXIS imaging 2D hardware and software
  • Troubleshoot software, Install and uninstall software and hardware
  • Perform Server migration for customers
  • Resolved multiple clients’ concerns on case-by-case basis
  • Refer to knowledge base [KB] for guidance if there is doubt while troubleshooting
  • Escalate case with consultation from Lead if need be
  • Maintained high levels of customer satisfaction through empathetic listening and effective communication skills.
  • Improved customer satisfaction by providing timely and accurate technical support to endusers.
  • Reduced response time for Tier 3 support tickets.

Technical Support Representative

TEKsystems – DEXIS [KaVo Kerr]
08.2020 - 09.2022
  • Provided Support for KaVo Kerr imaging software [Dexis] and sensor hardware
  • Troubleshoot software, Install and uninstall software and hardware
  • Perform Server migration for customers
  • Resolved multiple clients’ concerns on case-by-case basis
  • Refer to knowledge base [KB] for guidance if there is doubt while troubleshooting
  • Escalate case with consultation from Lead if need be
  • Configured hardware and granted system permissions to new employees.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

Help Desk Support Analyst

TEKsystems – Morgan, Lewis & Bockius
12.2019 - 07.2020
  • Provided IT Help Desk phone and email support to a high-volume law firm
  • This support included responding to service requests and remotely troubleshooting computers and virtual machines
  • Knowledgeable of Citrix Workspace environment
  • Provided Support for Clients (Layers) primarily using Citrix workspace
  • Troubleshooting Windows OS, Outlook, MS Office, and network connectivity
  • Reset passwords and create users within Active Directory
  • Provide Tier II application support for Web-based applications
  • Under minimal supervision, provides front-line support to end users for PC, server, or mainframe applications and hardware
  • Worked with numerous clients to familiarize them with the Windows 10 environment, including new software and how to operate it
  • Assisted with the installation of applications after Windows 10 was rolled out
  • Receive inbound customer calls and email inquiries, analyze problems, research solutions, and provide solid answers easily understood by the customers.
  • Reduced downtime with proactive system monitoring and prompt issue resolution.
  • Assisted with updating technical support best practices for use by team.
  • Managed customers' expectations of support and technology functionality in order to provide positive user experience.
  • Trained junior help desk analysts, enhancing team knowledge and strengthening skills.

Help Desk Support Specialist Tier II

Akimeka - Social Security Administration
06.2019 - 12.2019
  • Dedicated to providing IT Support services for Social Security employees within and outside the United States
  • Provide Tier II application support for unclassified and classified Web-based applications
  • Under minimal supervision, provides front-line support to end users for PC, server, or mainframe applications and hardware
  • Interacts with network services, software systems engineering, and applications development to restore service and identify core problems
  • Ensure issues are fully documented in help desk ticketing system
  • Master the features and functionality of supported software applications
  • Maintain knowledge of software updates and enhancements
  • Provide training on specific tasks on applications.
  • Optimized workflow processes, resulting in faster ticket resolutions and increased productivity.
  • Enhanced customer satisfaction by promptly resolving technical issues and providing professional assistance.
  • Logged activities in tracking system to maintain accurate, timely records.
  • Implemented remote support tools to assist clients effectively without on-site visits, reducing overall costs.

Library IT Support Technician

Morgan State University
05.2018 - 07.2019
  • Under minimal supervision, provided IT Support services for PC, server applications, and hardware specifically for the University's President, Library Staff, and Students needing assistance within the EL Richardson Library at Morgan State University
  • Performed Installation, maintenance, troubleshooting, and upgrades and resolved problems with PC software and hardware for employees’ and Students’ desktops, laptops, and printers.
  • Maintained compliance with regulatory standards and safety requirements.
  • Conducted root cause analyses for recurring technical issues, resulting in long-term solutions that minimized future disruptions.
  • Checked, repaired and repacked survival equipment to meet specifications.
  • Managed maintenance activities, supervised staff, and inspected equipment.
  • Collaborated with cross-functional teams to ensure timely completion of complex projects.

I T Support Consultant

Peoples’ Community Lutheran Church
09.2015 - Current
  • Provided technical IT support assistance for the church, including being responsible for installing, operating, and maintaining computer systems and other technologies
  • Install software and hardware and set up peripherals such as printers or routers
  • Provide support for computer network users.
  • Optimized system performance by conducting regular hardware and software maintenance tasks.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Developed and implemented preventive maintenance procedures.
  • Evaluated emerging technologies for potential implementation into existing systems, staying ahead of industry trends.

Homework Lab Manager (Intern)

Community College of Baltimore County
01.2015 - 09.2015
  • Provided technical assistance for students using the homework lab
  • Including determining and resolving software and hardware-related issues and coordinating the movement and usage of lab equipment.
  • Trained other student volunteers, scheduled work hours and assigned projects for 3-person work group.
  • Implemented preventive maintenance programs for critical equipment, extending service life while reducing downtime due to repairs or malfunctions.
  • Set and oversaw quality assurance guidelines for laboratory work.

Computer Technician

Estonia Tax Services
02.2012 - 03.2015
  • Established, repaired and optimized networks by installing wiring, cabling and devices.
  • Inspected and tested faulty circuit boards and microprocessors.
  • Configured systems according to prescribed software and hardware frameworks.
  • Created customized reports on IT department''s activities/results using data analysis tools that aided decision-making processes.
  • Replaced defective components and parts on malfunctioning computers and office machines.
  • Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed.

Expert

RGIS - Baltimore, MD
01.2010 - 01.2012
  • Provided onsite auditing of customers’ merchandise at major retail stores using the RM-1 scanner.
  • Paid attention to detail while completing assignments.
  • Used strong analytical and problem-solving skills to develop effective solutions for challenging situations.
  • Developed strong communication and organizational skills through working on group projects.
  • Cultivated interpersonal skills by building positive relationships with others.
  • Gained extensive knowledge in data entry, analysis and reporting.
  • Participated in team projects, demonstrating an ability to work collaboratively and effectively.

PC Support Assistant

A+ Computer Solutions - Paynesville, Liberia
06.2007 - 01.2009
  • Provided onsite and in-house (PC repair shop) technical assistance as an apprentice working in the field as as Technical Assistant.
  • Mitigated risks by identifying potential challenges within projects and proposing relevant solutions proactively.
  • Managed calendars and coordinated travel arrangements and accommodation for senior-level staff to optimize schedules.
  • Assisted managers in decision-making processes based on thorough research and analysis of available data.
  • Enhanced team communication through effective scheduling, meeting coordination, and correspondence management.

Apprentice

The Specialists Automotive - Paynesville, Liberia
06.2005 - 01.2007
  • Provided technical assistance as apprentice working in a mechanic shop.
  • Developed safe and efficient workflows for construction projects.
  • Utilized newly acquired skills by taking on increasingly complex assignments over time.
  • Provided excellent customer service and answered questions related to project timelines and costs.
  • Loaded and carried materials to facilitate transport at construction sites.
  • Completed comprehensive Auto mechanic apprenticeship program, successfully learning essential trade skills.

Education

Information Systems Management -

Regent University
Virginia Beach, VA
11.2024

BA - Major: Sociology -

University of Liberia
Monrovia, Liberia
12.2009

Associate of Applied Science Degree: Information System Security - Computer And Information Systems Security

Community College of Baltimore County
Baltimore, MD
06.2014

Associate of Arts - Computer Science

Cheale Vocational Training Institute
Sinkor, Liberia
09.2002

High School Diploma -

St. Kizito Catholic High School
Paynesville, Liberia
06.2000

Skills

  • Active Directory

  • Citrix Virtual Workspace environment

  • Training Materials Development

  • Call Management

  • Service Desk Team Management

  • User credential management

  • Microsoft Windows and Office

  • Component Replacement

  • Active Listening

  • Documentation Development

  • Computer System Diagnostics Software

  • Quality Assurance

  • Data Recovery

  • Emergency Service Coordination

  • File Management Software

  • Strategic Planning

  • Hardware and Software Configuration

  • Data Analysis

  • Interpersonal Skills

  • Analytical and Methodical

  • Complaint resolution

  • Ticket support system management

  • Organizational Skills

  • System Performance Assessments

  • Service Schedule Coordination

Affiliations

  • Cyber Club - Community College of Baltimore County
  • The Society of STEM Scholars Club - Community College of Baltimore County
  • Blessed Tomorrow Climate Ambassador
  • Hunger Leader - ELCA

Training

  • Certified Climate Justice Advocate, Pacific Lutheran Technological Seminary, 2023
  • Certificate Life Coach, Evangelical Lutheran Church in America, 2019

Timeline

Technical Support Analyst – 2D Equipment

DENTAL IMAGING TECHNOLOGIES CORPORATION - DEXIS
09.2022 - Current

Technical Support Representative

TEKsystems – DEXIS [KaVo Kerr]
08.2020 - 09.2022

Help Desk Support Analyst

TEKsystems – Morgan, Lewis & Bockius
12.2019 - 07.2020

Help Desk Support Specialist Tier II

Akimeka - Social Security Administration
06.2019 - 12.2019

Library IT Support Technician

Morgan State University
05.2018 - 07.2019

I T Support Consultant

Peoples’ Community Lutheran Church
09.2015 - Current

Homework Lab Manager (Intern)

Community College of Baltimore County
01.2015 - 09.2015

Computer Technician

Estonia Tax Services
02.2012 - 03.2015

Expert

RGIS - Baltimore, MD
01.2010 - 01.2012

PC Support Assistant

A+ Computer Solutions - Paynesville, Liberia
06.2007 - 01.2009

Apprentice

The Specialists Automotive - Paynesville, Liberia
06.2005 - 01.2007

Information Systems Management -

Regent University

BA - Major: Sociology -

University of Liberia

Associate of Applied Science Degree: Information System Security - Computer And Information Systems Security

Community College of Baltimore County

Associate of Arts - Computer Science

Cheale Vocational Training Institute

High School Diploma -

St. Kizito Catholic High School

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Willie KorboiInformational Technology Professional