Nkonda Newton
Summary
I am an enthusiastic IT professional and a cybersecurity graduate with hands-on experience in technical support and system troubleshooting. I have a strong background in resolving hardware, software, and network issues, alongside supporting tools like Microsoft 365, SharePoint, Outlook, and Teams. With foundational knowledge in cybersecurity, I am skilled at identifying vulnerabilities, maintaining data confidentiality, and supporting secure IT infrastructure. Passionate about leveraging my expertise to ensure smooth operations and contribute to both IT support and system security.
Overview
8
8
years of professional experience
2023
2023
years of post-secondary education
1
1
Certification
Work history
Customer Support Specialist
All beauty cosmetics
09.2023 - 04.2025
- Provided technical assistance to customers, resolving product issues, and guiding them through troubleshooting steps
- Managed email correspondences efficiently, enhancing response time significantly.
- Delivered excellent service with timely problem resolution.
- Identified and capitalized on sales opportunities, leading to increased revenue
- Managed high call and email volumes efficiently, maintaining professionalism
- Offered feedback to management, contributing to process improvements and enhanced customer experience
IT Support Assistant
Motor solutions ltd
Coventry
05.2021 - 09.2022
- Company Overview: (contract)
- Troubleshooting hardware and software issues, maintaining system operations and end-to-end user support
- Assist with staff email password resets, login errors and personal account activations
- Teamwork to provide daily support to staff needing support with computers and equipment
- Maintaining detailed records and information confidentiality
- Escalating or redirecting support request to IT Manager
- Providing firsthand support on Microsoft 365 and internal software
Junior Support Analyst
MTN Cameroon
05.2017 - 08.2019
- Responded to IT support tickets and resolved technical issues, including networking and connectivity problems, ensuring reliable system performance
- Provided support for Microsoft 365, SharePoint, Outlook, and Teams, enhancing user productivity and collaboration
- Set up and configured laptops, desktops, mobile devices, and VoIP phones, ensuring proper functionality
- Assisted in project work such as system migrations and new site setups, contributing to successful deployments
- Documented work processes and maintained SLA commitments to uphold service quality standards
Education
Bachelor of Science - Cybersecurity
De Montfort University
Skills
Technical skills
Excellent knowledge of Windows Linux and Mac systems, active directories
Excellent knowledge of Microsoft operating systems and applications
Excellent knowledge in remote troubleshooting, user training, documentation and ticketing systems
Great understanding of TCP/IP and networking
Excellent Knowledge of Microsoft 365, Teams and SharePoint
Cyber security: Threat analysis, vulnerability assessment, intrusion detection, incident response, firewall management, encryption technologies
Competences
Excellent communication, both written and spoken
Strong problem-solving skills and excellent attention to detail
Committed to continuous learning
Work independently and collaborate effectively within diverse teams
Excellent time management skills
Embrace challenges and adapt to new information with a forward-thinking mindset
Self-motivated to develop which includes working under pressure
Calm composed and good humor
Excellent ability to work flexibly and with sensitivity
Certification
Driver's license
Timeline
Customer Support Specialist
All beauty cosmetics
09.2023 - 04.2025
IT Support Assistant
Motor solutions ltd
05.2021 - 09.2022
Junior Support Analyst
MTN Cameroon
05.2017 - 08.2019
Bachelor of Science - Cybersecurity
De Montfort University
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