Berkley Ngalla
IT Specialist
Hamilton,ON
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
7
7
years of professional experience
Work History
TECHNICAL FIELD SUPPORT
TELUSBY ADT
Hamilton, ON
04.2021 - Current
- Diagnosed and troubleshot hardware, software and network issues.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Enhanced customer satisfaction by promptly addressing technical issues and providing effective solutions.
- Implemented customized technical solutions to meet unique client needs and requirements.
- Patched software and installed new versions to eliminate security problems and protect data.
- Improved first-time fix rates through diligent diagnostics and effective repair techniques.
- Researched and identified solutions to technical problems.
- Installed, configured and maintained computer systems and network connections.
Technical Support Representative
STELCO STEEL
Hamilton, ON
09.2018 - 02.2021
- Helped streamline repair processes and update procedures for support action consistency.
- Configured and tested new software and hardware.
- Assisted in development of system security protocols.
- Suggested software and hardware modifications to reduce lag time and improve overall speed.
- Monitored systems in operation and quickly troubleshot errors.
- Monitored system performance metrics regularly identifying potential areas of concern proactively addressing them before impacting users negatively.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Documented all client interactions thoroughly in the incident management system, allowing for efficient tracking of recurring issues and trends.
- Continuously updated personal technical knowledge through participation in workshops, seminars, and self-study to better serve the needs of clients.
Network Administrator
WAVE
Toronto, ON
06.2017 - 09.2018
- Conducted comprehensive system audits on regular basis.
- Maximized system availability through development and testing of contingency plans.
- Installed and configured network printers and other peripheral devices.
- Monitored networks and network devices to resolve technical problems quickly.
- Designed and evaluated WAN and LAN connectivity technologies.
- Maintained flexible schedule and responded to after-hours and weekend emergencies.
- Reduced downtime by proactively identifying potential vulnerabilities and addressing them before they escalated.
- Monitored system performance and responded to alerts.
- Implemented and maintained virtual private networks.
- Implemented network security measures to minimize data loss.
Education
Associate of Arts - Finance
McMaster University
Hamilton, ON04.2018
Techical Studies - Computer Systems Administrator
Trinitech Consulting
Maryland Washinton DC11.2017
Bachelor of Arts - Financial Management
Association of Business Executives
United Kingdom03.2016
Skills
- Workforce Planning
- Hardware upgrades
- Supply Management
- Security Protocols
- Organizational Skills
- Collaborative Team Player
- Hardware and Software Configuration
- Computer System Diagnostics Software
- Customer service expert
- TCP/IP
- Problem-Solving
Languages
English
Native or Bilingual
French
Elementary
Timeline
TECHNICAL FIELD SUPPORT
TELUSBY ADT
04.2021 - Current
Technical Support Representative
STELCO STEEL
09.2018 - 02.2021
Network Administrator
WAVE
06.2017 - 09.2018
Associate of Arts - Finance
McMaster University
Techical Studies - Computer Systems Administrator
Trinitech Consulting
Bachelor of Arts - Financial Management
Association of Business Executives