Eguonor Raye kekeke

I’m an IT Support Specialist with hands-on experience providing first- and second-level support to users through phone, email, chat, or in-person. I focus on troubleshooting hardware, software, and connectivity issues with patience and clear communication for both technical and non-technical users.

In my roles, I installed, configured, and troubleshot desktop and laptop computers, mobile devices, printers, and other peripherals. I diagnosed and resolved hardware and software issues across Windows, macOS, and mobile platforms, while also supporting conferencing and audio-visual equipment like Zoom and Teams.

I manage user accounts, passwords, and permissions in Active Directory, monitor and maintain system performance, updates, patches, and security compliance, and support onboarding/offboarding through device and account setup/deactivation. I also documented issues and resolutions and created user guides or technical documentation to ensure smooth operations and knowledge transfer.

I’m comfortable working with ticketing and collaboration tools to manage and prioritize support requests, including ServiceNow, Zendesk, and Jira. I also bring security basics awareness and a proactive mindset—monitoring alerts, addressing performance or security issues, and escalating complex problems to senior IT staff or third-party vendors as needed.