Marius Meulaje Kengmogne
Service Desk Technician
Willowdale,ON
Summary
Enthusiastic IT professional with over 2.5 years of hands-on experience in technical support at CGI. Currently pursuing an Honours Bachelor's degree in Information Technologies (Cybersecurity) and eager to leverage personal knowledge of Windows, UNIX, and Virtual Technologies. Seeking to transition into a Server/Virtual Infrastructure (VI) Administrator role to contribute to enterprise-grade server management, cloud technologies, and IT infrastructure optimization. Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
4
4
Certifications
2
2
Languages
Work History
Bilingual IT Help Desk Technician
CGI
Toronto, Ontario
06.2020 - Current
- Perform diagnostics, troubleshooting and resolution activities for incidents or requests being reported, based on knowledge articles for incident or request processing & fulfillment.
- Appropriate use of all tools available for resolution activities (remote take-over, knowledge base, ticketing systems, communication).
- Log & categorize all contacts within incident management (ticketing system) tool.
- Assign contacts that cannot be resolved on first contact to 2nd/3rd level support teams as per knowledge base.
- Collaborate with 2nd/3rd level teams as required.
- Ticket Follow-Up: monitor personal ticket queue daily and take appropriate action.
- Identify and escalate urgent / priority incidents as required.
- Develop knowledge and keep up to date on new processes or procedures Provide quality customer support for all incoming contacts (via call, chat, email or web ticket) for IT-related issues or requests.
Computer Technician Intern
Infogenie Technologies
Yaounde, Saskatchewan
05.2019 - 09.2019
- Updated software versions with patches and new installations to close security loopholes and protect users.
- Supported employees with advanced troubleshooting on helpdesk tickets.
- Installed appropriate security patches to eliminate security vulnerabilities.
- Upgraded laptops/desktops, improving speed and performance.
- Conducted routine maintenance on servers and systems, keeping networks fully operational during peak periods.
- Backed up data each evening, helping alleviate lost information following malware incident.
- Installed, configured, and setup PCs in all stores for optimal operation and reporting.
- Observed system functioning and entered commands to test different areas of operations.
- Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
- Documented repair processes and helped streamline procedures for future technical support actions.
Education
Honours Bachelor's Degree - Information Technologies (Cybersecurity) : 4 Years
Seneca Polytechnic
Toronto, ON 09.2023 - Current
Diploma - Computer System Technician
Seneca Polytechnic
Toronto, ON 09.2020 - 05.2022
Advanced Diploma - Network And Security Technologies : 2 Years
University of Coast Partner With CCNB
Douala, Cameroon 09.2018 - 07.2020
Skills
Operating Systems: Windows Server, UNIX, Linux, macOS
Virtualization: VMware, Hyper-V, VirtualBox
Cloud Platforms: Azure, AWS (basic knowledge, currently expanding)
Networking: TCP/IP, DNS, DHCP, VPN, firewall management
Hardware skills : Client and server troubleshoot skills
Scripting & Automation: PowerShell, Bash
Tools & Software: Active Directory, Microsoft 365, SCCM, ServiceNow, Remote Desktop
Security: Endpoint protection, vulnerability assessment, security policies
Accomplishments
- Implementation if Firewall and Intrusion Detection System (IDS)
- Automating Server Management with Ansible
- Automated Backups and Disaster Recovery Plan
- deploy a secure VPN using OpenVPN or WireGuard to allow encrypted remote access.
- set up a web server using Apache on a Linux distribution (CentOS).
- Mailing server configuration with DNS implementation from server to client ( CentOS platform )
Certification
ITIL- In progress
Timeline
Honours Bachelor's Degree - Information Technologies (Cybersecurity) : 4 Years
Seneca Polytechnic
09.2023 - Current
Diploma - Computer System Technician
Seneca Polytechnic
09.2020 - 05.2022
Bilingual IT Help Desk Technician
CGI
06.2020 - Current
Computer Technician Intern
Infogenie Technologies
05.2019 - 09.2019
Advanced Diploma - Network And Security Technologies : 2 Years
University of Coast Partner With CCNB
09.2018 - 07.2020
ITIL- In progress
Comptia A+ - expired ( planned to redo )
AWS/Microsoft Certified - planned
Microsoft Azure Fundamentals (AZ 900) - Completed
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