JAMES MADANJI
Cary
Summary
Professional IT support specialist with proven capabilities in managing technical support and ensuring seamless operations for end users. Expertise in diagnosing and resolving hardware and software issues while maintaining high standards of customer service. Committed to effective teamwork, adaptability, and delivering reliable solutions.
Diligent End User Support Technician with solid foundation in troubleshooting and resolving technical issues. Successfully managed user support for various hardware and software systems, ensuring minimal downtime and efficient operations. Demonstrated expertise in problem-solving and strong communication skills with users.
Overview
10
10
years of professional experience
1
1
Certification
Work History
END USER SUPPORT TECHNICIAN
Wake Technical Community College
Raleigh, NC
01.2022 - Current
- Provided direct support and troubleshooting for IT-related devices and software applications used in the college.
- Provided assistance to employees in utilizing information technology, end user devices, and applications to conduct college business processes.
- Perform quality assurance for devices, configurations, processes, and procedures based on provided quality assurance testing guidelines.
- Train and assist clients on enterprise applications, software, and systems either remotely or in-person.
- Escalated problems as appropriate following IT service Desk Procedures.
- Completed accurate and timely logging of problems and resolutions in issue management database.
- Delivered first-level contact and problem resolution for users with hardware, software, and applications problems.
- Troubleshoot and resolved system hardware and software problems.
- Solved problems on Windows, Mac and user applications utilizing product specifications.
- Identified and resolved technical problems with desktops, laptops, and mobile devices.
- Explained technical terminology to non-technical end users.
- Performed research to attain in-depth knowledge of supported products and services.
Provisioning & Deployment Analyst I
Wake Tech Community College
Raleigh, NC
05.2025 - 08.2026
- Analyzed deployment processes, identifying areas for efficiency improvements and streamlined workflows.
- Collaborated with cross-functional teams to ensure seamless integration of new technologies into existing systems.
- Managed system updates and configurations, ensuring optimal performance across multiple platforms.
- Developed training materials for staff on best practices in deployment processes and system usage.
- Utilize P&D automation tools to install operating systems and software on end user devices
- Performs quality assurance testing for devices, configurations, processes, and procedures based on provided quality assurance testing guidelines
- Apply proper naming convention to end user Devices
- Deliver and Deploy end user Devices to multiple campus locations
- Responsible for updating and maintaining databases of client and end user device information in Active Directory, Azure AD, and inventory management systems
SUPERVISOR
Barnes&Noble College
12.2019 - 12.2021
- Directed physical inventory preparation, execution and variance research processes.
- Performed stocking duties, ensuring correct placement of stock and refilling of product.
- Utilized customer relationship management system and available marketing and sales effectiveness.
- Handled each customer transaction professionally, efficiently and accurately.
- Participated in merchandising moves and maintained merchandising directives.
- Listened to customers' needs while presented possible solutions.
- Demonstrated commitment to guest services in responding promptly to guest needs.
- Communicated with customers and associates in person and via e-mail and telephone.
- Delegated tasks to team members according to individual strengths.
- Communicated employee, customer and workplace needs to managers.
- Initiated creative solutions to resolve customer complaints and issues.
OPEN COMPUTER LAB MONITOR
Wake Technical Community College
Raleigh, NC
01.2020 - 05.2020
- Ensure all students adhere to the Computer lab rules.
- Help Students with all related questions regarding the labs.
- Make sure all the computers are properly working.
- Perform any other duties allocated to me by the college.
IT TECHNICIAN
The County Government Of Kisumu
Kisumu
01.2017 - 04.2019
- To monitor the data flow and restrict data usage from an authorized users.
- Facilitated the training of new Attaches.
- Helped in the installation of new computers and equipments.
- Provided support for all IT related products and services.
- Ensured all the employees had the required software's and devices needed.
- Ensured that all the software's and devices were up to date.
Education
Bachelor of Science (B.S.) - Information Technology
University of North Carolina At Pembroke
Pembroke, NC, US05-2025
Associate in Science (A.S.) - Network Management
Wake Technical Community College
Raleigh05-2022
Diploma - Information Technology
Maseno University
Kisumu05-2019
Certificate - Information Technology
Kisumu National Polytechnic
Kisumu11-2018
Skills
- Customer Service
- Tech Support
- Help Desk
- Planning To Start CCNA Certification(2022)
- IT Essentials
- Support Ticket System Management
- Hardware Components
- Desktop support
- Ticket management
- Software installation
- Product troubleshooting
- Technical issues analysis
- Active listening
- Customer service
- Call center operations
- Hardware diagnostics
- Application support
- Technical support
- Problem-solving
- Hardware and peripherals
- Operating systems
- Problem-solving abilities
- Documentation
- Team development
- Order processing
Certification
- IT- Cisco Network Associate
- Introduction to Cyber Security
- IT Essentials
Languages
English
Swahili
Native or Bilingual
Interests
- Exploring famous landmarks, historical sites, and cultural attractions in a new destination
- Adventure Travel
- Road Trips
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Supporting STEM education initiatives and mentorship programs
- Volunteer Work
Timeline
Provisioning & Deployment Analyst I
Wake Tech Community College
05.2025 - 08.2026
END USER SUPPORT TECHNICIAN
Wake Technical Community College
01.2022 - Current
OPEN COMPUTER LAB MONITOR
Wake Technical Community College
01.2020 - 05.2020
SUPERVISOR
Barnes&Noble College
12.2019 - 12.2021
IT TECHNICIAN
The County Government Of Kisumu
01.2017 - 04.2019
Associate in Science (A.S.) - Network Management
Wake Technical Community College
Diploma - Information Technology
Maseno University
Certificate - Information Technology
Kisumu National Polytechnic
Bachelor of Science (B.S.) - Information Technology
University of North Carolina At Pembroke