Benito Ngoyi
Charlotte
Summary
Results-oriented Desktop Support Engineer with 7+ years of experience providing quality and professional installation, configuration and support of desktop and laptop computers, personal and network printers and applications. Strong knowledge of TCP and IP and well-versed in Windows 10 Pro, macOS and Active Directory.
server visualization, update, RAID, Disk structure, account and group. active directory infrastructure group policy, organization units (OUS) and containers.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer
CompuCom
08.2023 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Monitored systems in operation and quickly troubleshot errors.
- Patched software and installed new versions to eliminate security problems and protect data.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
LINUX TECHNICAL SUPPORT REPRESENTATIVE
Toshiba Machine
12.2021 - Current
- Installed system-wide hardware components, confirming interoperation and compatibility with Linux-based software distros
- Provided input on hardware and software purchasing, prioritizing return on investment to optimize IT spending
- Maintained smooth operation of multi-user computer systems through collaboration with hardware and network engineers
- Developed organization-wide administration policies to encourage continuity across multiple systems and facilities
- Installed and allocated mass storage deployments, maintaining integrity of 2000 terabytes
- Evaluated vendor products such as POS, Self Check Out for incorporation into single and multi-site architectures
- Created and serviced administrator and user accounts on Linux-based systems, managing Redhat deployments
- Coordinated cross-site installation of networked systems, confirming post-install connectivity
- Preserved system documentation accuracy via regular data updates and graphical refreshes
- Tuned system performance to optimize efficacy of new and existing hardware components
- Resolved vulnerabilities by making improvements to network security
- Managed backup and disaster recovery through strict data control and retention policies, personally handling recovery tasks when issues arose
- Interacted directly with users to diagnose and correct major system issues and address concerns
- Designed disaster recovery systems, enabling continuity in event of power outages
- Resolved trouble tickets to reduce backlog from 1 to 50
- Configured and maintained web servers with 1000 end users
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Helped streamline repair processes and update procedures for support action consistency.
NETWORK TECHNICIAN
Census Department
06.2019 - 10.2021
- Provided network support services for devices such as hubs, bridges, routers and other hardware
- Initiated and managed network test facilities to verify network hardness and resilience
- Applied tier-isolation best practices to support multi-tier architectures
- Organized frameworks to transfer secure data from internal to external and public networks
- Integrated fixed wireless connectivity into facilities requiring high-speed networks
- Performed virtual machine provisioning and VM priority setup
- Established robust infrastructure and data capacity for new applications
- Recommended options for disaster recovery and remote access security
- Integrated data, voice and video networks for use in multi-site installations
- Performed troubleshooting for Juniper, Cisco and packet analysis
- Configured and troubleshot VoIP and multi-media distributed systems and platforms
- Created VPN infrastructure and allowed for secure remote connections
- Escalated emergency technical issues beyond knowledge to maintain optimum up-time
- Detected intrusion attempts and promptly responded to DDoS attacks
- Collaborated with vendors to identify best options for optimizing network performance
- Troubleshot complex multi-vendor network service provider issues
- Monitored network capacity and performance to diagnose and resolve complex network problems.
DESKTOP SUPPORT TECHNICIAN
Wells Fargo
02.2018 - 05.2019
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and GPO policies
- Purchased, setup and installed new computers
- Enhanced helpdesk ticketing system, resulting in 50% reduction in support call turnaround time
- Deployed cisco devices across multiple facilities, connecting hardware to central main network hubs for multi-site interconnectivity
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
- Patched software and installed new versions to eliminate security problems and protect data
- Configured hardware, devices and software to set up work stations for employees
- Removed malware, ransomware and other threats from laptops and desktop systems
- Helped streamline repair processes and update procedures for support action consistency
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
Education
Bachelor of Science - Information Technology
UNCC
Charlotte, NC07.2020
Skills
- Equipment Configuration Switches and Routers Office 365
- Telecommunications Systems Azure Cloud
- Windows Operating System
- IT Security Management
- Technical Planning
- Network File Management Configuration and Management Storage Virtualization
- User Support Software Management Data Backups
- User Experience Network Security
- Remote Diagnostics
- End-User Support
- Application Installations
- Hardware Installation
Certification
NCLP10 - Novell Certified Linux Professional 10 CCIE - Cisco Certified Internetwork Expert AZURE Developers AZ-204 AWS Google Cloud Platform Azure fundamental AZ-900 Network+ windows servers Microsoft Office 365
Languages
French
Native or Bilingual
Timeline
Desktop Support Engineer
CompuCom
08.2023 - Current
LINUX TECHNICAL SUPPORT REPRESENTATIVE
Toshiba Machine
12.2021 - Current
NETWORK TECHNICIAN
Census Department
06.2019 - 10.2021
DESKTOP SUPPORT TECHNICIAN
Wells Fargo
02.2018 - 05.2019
Bachelor of Science - Information Technology
UNCC
Similar Profiles
Emmanuel LeaksEmmanuel Leaks
Field Service Technician at CompucomField Service Technician at Compucom
Ina Melva Cárdenas MontemayorIna Melva Cárdenas Montemayor
NOC (Networking Technical Support) at COMPUCOMNOC (Networking Technical Support) at COMPUCOM
Julio Alberto Brito GarcíaJulio Alberto Brito García
Tech Suppport at CompuComTech Suppport at CompuCom