Summary
Overview
Work History
Education
Skills
Certification
Languages
Timeline
Generic

Fabrice Mukendi

Saint Louis

Summary

Dynamic Desktop Support Technician with proven expertise at Iron System, excelling in troubleshooting and user support. Adept at managing ticket queues and enhancing end-user experiences through effective communication and problem-solving. Skilled in Active Directory and remote assistance, consistently delivering innovative solutions in fast-paced environments.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Desktop Support Tech

Iron System (Ascension Health)
Saint Louis
06.2022 - Current
  • Install and configure desktops, laptops, mobile devices, and associated peripherals and related software. Service- now, Symantec, FortiClient, Cisco AnyConnect, Office 365, Bomgar, Active Directory.
  • Perform Break Fix, Desk Side Support, IMACD’s, Data Migration, Refreshes, etc.
  • Perform onsite updates, Configuration changes, or Software installations.
  • Provide on-site technical assistance to End Users.
  • Identifies potential issues that could adversely impact End User experience and follows through on action steps to prevent.
  • Manage the ticket queue and ensure tickets are resolved and closed within the defined service level agreement. Respond to end-user requests for updates on ticket status and promptly follow up as needed.
  • Coordinate with vendors for provision of end-user support (e.g., Hardware Vendor technicians for warranty repair/replacement.
  • Coordinate with Level 3 support groups and project teams for service delivery enhancements, maintenance, and upgrades.
  • Provide IT support for on-site or off-site events and meetings, including site setup, coordination with venue IT/AV contacts, and stand-by support.

Desktop Support Tech

Vidhwan Inc E-solutions (Children's Hospital BJC)
Saint Louis
04.2021 - 06.2022
  • Provided overall technical helpdesk support for Software, Hardware, and Systems within 24/7 managed environment. Expertise in problem-solving and troubleshooting, providing innovative, customized computer solutions.
  • Provided solutions via a helpdesk service and Remedy ticketing system for tracking purposes and the process to customer requests for service and resolution of less complex hardware and software problems, referring the more complicated issues to the senior tactical automation specialist at higher headquarters. Systems used include automated workstations and servers utilizing various operating systems.
  • Received requests for the resolution of hardware or software problems that may require in-depth research. Analyzes customer problems and researches the database for possible solutions and/or refers to the appropriate SME or section capable of resolving the issue.
  • Provided technology support: installed, maintained, upgraded, and troubleshoot servers, networks, firewalls, VPNs, provided solutions to hardware/software problems. Assisted in the design, planning, and implementation of LANs/WANs using the latest technology.
  • Build\deploy new workstations (desktop & laptop PC's).
  • Install/upgrade hardware /software on Windows workstations.
  • Maintaining, troubleshooting, and repairing desktop computers, laptop/notebook computers, printers, peripheral hardware, and software.

Receiving and sorting inventory

Amazon Inc and Its affiliates
01.2020 - 07.2022
  • Receiving and sorting inventory.
  • Picking and packing.
  • Customer orders and loading packages for shipment.
  • Pallet handling: building, wrapping, sorting and transporting pallet and packages.
  • Quality control: ensuring items meet quality standards.
  • Equipment operation: using scanners, computers and potentially, powered industrial trucks like forklifts.

Machine Operator

Morrow Holding Inc
Saint louis
09.2020 - 03.2021
  • Operated machinery to ensure efficient production processes.
  • Monitored equipment performance and reported any issues promptly.
  • Maintained a clean and safe work environment for all team members.
  • Assisted in training new operators on safety protocols and equipment use.

Production worker

Onin staffing
02.2019 - 10.2022
  • Production worker: general roles within the production process.
  • Machine Operator: operating machinery for packaging pharmaceutical products.
  • Packager: preparing and packaging products for distribution.
  • Packer/shipper: combining the tasks of packing and shipping orders.
  • Quality assurance inspector, material Handler and packager/shipper.

Customer Service Representative

Equifax
05.2017 - 10.2018
  • Assist with tax transcripts orders and SSN Verification, via calls and emails.
  • Work across multiple platforms such as Doc X and Point.
  • Identify the issue or product quickly due to working multiple platforms to ensure the solution, such as: - Outnumber, ADP, Paperless Pay, MyTax Form, VJS, Fraud investigation.
  • Escalate through the appropriate channels.
  • Perform verification of any information maintained on the credit file.
  • Document details of consumer interaction into the system while on the phone.

Production team member machine Operator

True Manufacturing Company
06.2016 - 10.2016
  • Assemble parts and other large machinery.
  • Perform production tasks requiring repetitive hand movements.
  • Handle and manipulate sheet metal parts.

Sheet metal, General labor, Machine Operator

Amsted Rail Company Inc
04.2012 - 10.2017
  • Collaborated with team members to coordinate workflow and meet deadlines.
  • Inspected finished products for quality assurance before packaging and shipping.
  • Adjust machine settings to complete tasks accurately.
  • Ensure that safety guidelines are followed at all times while operating machinery.
  • Prepared machine for production processes by equipping it with the required tools and parts.

Cleaning

KBM Industries Incorporated
03.2012 - 04.2014
  • Cleaning: Sweeping, mopping, vacuuming, dusting, and disinfecting surfaces.
  • Waste management: Emptying trash cans and recycling bins.
  • Organizing: Keeping spaces tidy and organized, including putting away items and arranging furniture.

Education

Higher School Diplomat - Education

College Saint Lambert
Democratic Republic Of Congo
01.2008

Certificate of Technical Studies - Information Technology

Cisco Academy of Kinshasa
Democratic Republic Of Congo
01.2008

Skills

  • Desktop troubleshooting
  • Software installation
  • User support
  • Ticket management
  • Active Directory
  • Hardware maintenance
  • Network configuration
  • Remote assistance
  • IT vendor coordination
  • Event support
  • Attention to detail
  • Problem solving
  • Effective communication
  • Time management
  • Team collaboration
  • Server administration
  • Data backup and recovery
  • Technical support
  • Hardware troubleshooting
  • Hardware diagnostics
  • End-user account management
  • System configuration
  • Support documentation generation
  • Performance testing
  • Advanced troubleshooting
  • Training and mentoring
  • Data transfer best practices
  • Incident management
  • Network connectivity
  • Active Directory management
  • Virus and malware removal
  • Device configuration
  • Root-cause analysis
  • New system deployment
  • Remote support
  • Desktop workstation repair
  • Patch management
  • Technical support expertise
  • Ticketing system oversight
  • Technical documentation
  • Desktop diagnostics
  • Vendor collaboration
  • Operating systems
  • User account management
  • Help desk experience
  • Printer and peripheral support
  • Ticketing system proficiency
  • Remote desktop support
  • User assistance
  • Mobile device support
  • Asset management
  • Application support
  • IT security best practices
  • Troubleshooting & diagnostics
  • Network hardware installation
  • Mobile device management
  • Computer diagnostics
  • Hardware and software configuration
  • TCP/IP
  • Multitasking
  • Remote technical support
  • Defect analysis and resolution
  • Technical communication
  • Friendly and patient
  • Security management
  • Software evaluation
  • Emergency service coordination
  • Upgrade coordination
  • Ticketing systems
  • Customer communication and empathy

Certification

  • Certificate of Computer hardware basic course.
  • Certificate of Endpoint Security course.
  • Certificate of Introduction to data Science course.

Languages

English
Professional

Timeline

Desktop Support Tech

Iron System (Ascension Health)
06.2022 - Current

Desktop Support Tech

Vidhwan Inc E-solutions (Children's Hospital BJC)
04.2021 - 06.2022

Machine Operator

Morrow Holding Inc
09.2020 - 03.2021

Receiving and sorting inventory

Amazon Inc and Its affiliates
01.2020 - 07.2022

Production worker

Onin staffing
02.2019 - 10.2022

Customer Service Representative

Equifax
05.2017 - 10.2018

Production team member machine Operator

True Manufacturing Company
06.2016 - 10.2016

Sheet metal, General labor, Machine Operator

Amsted Rail Company Inc
04.2012 - 10.2017

Cleaning

KBM Industries Incorporated
03.2012 - 04.2014

Higher School Diplomat - Education

College Saint Lambert

Certificate of Technical Studies - Information Technology

Cisco Academy of Kinshasa

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Fabrice Mukendi