Summary
Overview
Work History
Education
Skills
Certification
Merits
Timeline
Generic

Kaijor Ndow

Douglasville

Summary

Technology support professional with strong background in troubleshooting, system maintenance, and user assistance. Adept at collaborating with teams to solve complex technical issues and ensure smooth IT operations. Known for adaptive problem-solving skills and reliability in fast-paced environments. Possessing expertise in hardware and software support, network configuration, and customer service.

Overview

13
13
years of professional experience
1
1
Certification

Work History

Technology Support Tech II

Tanner Health System
04.2022 - Current
  • Troubleshot hardware and software issues to ensure optimal performance of IT systems.
  • Provided technical support for end-users, resolving inquiries efficiently and effectively.
  • Managed inventory of IT equipment, ensuring timely procurement and maintenance.
  • Improved end-user satisfaction by promptly addressing and resolving technical issues.
  • Mentored junior technicians, fostering a culture of continuous learning and development within the team.

Service Desk Analyst II

Tanner Health System
09.2016 - 04.2023
  • Account creation, reset passwords, and configured access for users
  • Created training documentations for Service Desk Analysts
  • Handles provider login requests for Physician Services via email
  • Manage new user provisioning, status changes, and employee separations tickets
  • Creation of Cherwell Dashboards and One-Steps
  • Collaborated with cross-functional teams to streamline ticket resolution processes and improve service delivery.
  • Trained new staff on service desk procedures, fostering a knowledgeable team environment and consistent support quality.

Switchboard Operator

Tanner Health System
06.2016 - 09.2016
  • Responsible for operating the company’s high volume, multi-line telecom system to receive incoming calls and route them to the appropriate destination
  • Ability to multi-task and clearly communicate telephonically and with internal and external customers
  • Team oriented and enjoy working in an extremely fast paced, client-focused setting
  • Facilitation of paging alerts for cardiac arrest (CODE BLUE) and fire codes (CODE RED); notification of severe weather reports; and overall general hospital information patient, families, and employees

Helpdesk Assistant

UWG|Online
09.2012 - 01.2016
  • Documented all customer inquiries and comments thoroughly and quickly.
  • Use Adobe Dreamweaver CS6 for HTML scripting
  • Reset account passwords
  • Write tutorials and guides
  • Answered and directed calls using the multi-line switchboard.
  • Resolved service-related problems in a timely manner.
  • Four years of help desk experience providing software, hardware, structuring and design expertise

Education

No Degree - Management Information Systems

University of West Georgia
Carrollton, Georgia

High School Diploma - undefined

South Gwinnett High School
05.2012

Skills

  • Active Directory management
  • Ticketing system proficiency
  • Remote support
  • IT asset management
  • Training and mentoring
  • Help desk experience
  • Software installation
  • Printer setup
  • Device configuration
  • Software updates
  • Hardware maintenance
  • Network configuration
  • Hardware installation

Certification

HDI-SCA

ITIL 4 Foundation

Merits

  • Manage Villa Rica and Willowbrooke Campus
  • Became a liaison for Service Desk and Desktop team
  • Received HDI Support Center Analyst Certificate
  • Assisted with Epic Go-Live for Service Desk
  • Attended ITIL4 Foundation Training

Timeline

Technology Support Tech II

Tanner Health System
04.2022 - Current

Service Desk Analyst II

Tanner Health System
09.2016 - 04.2023

Switchboard Operator

Tanner Health System
06.2016 - 09.2016

Helpdesk Assistant

UWG|Online
09.2012 - 01.2016

High School Diploma - undefined

South Gwinnett High School

No Degree - Management Information Systems

University of West Georgia

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Kaijor Ndow