ISACK OSWAGA
Alexandria
Summary
A dedicated IT professional with strong skills in customer service, network security, and troubleshooting. Certified in CompTIA Security+ and CCNA, with a solid educational background in Information Technology and Cybersecurity. Experienced in IT support and customer service roles, demonstrating excellent problem-solving and teamwork abilities.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Service Desk Analyst
INOVALON
11.2024 - Current
- Provide troubleshooting and resolution for hardware, software, and network issues
- Assist in maintaining security protocols and safeguarding systems from threats
- Support in configuring and updating user devices and software as needed
- Ensure users adhere to company IT policies and security guidelines
- Respond promptly to IT incidents and escalate issues as necessary for resolution
Customer Service
TRADER JOE’S
08.2023 - 09.2024
- Maintaining a secure environment and ensure compliance with safety protocols
- Identifying and reporting potential security risks, contributing to a safe shopping experience
- Delivering exceptional customer service while in a fast-paced team environment
IT Service Desk Intern
INOVALON
06.2024 - 08.2024
- Developed FAQs and help sheets to empower users to resolve common issues and reduce downtime
- Troubleshooting and resolution of network-related issues, ensuring system security
- Assisted in maintaining secure configurations and ensuring compliance with company policies
- Used ticketing systems to track and manage user requests, ensuring timely resolution and documentation of IT issues
- Led IT support initiatives, ensuring team members had uninterrupted access to secure networks
Senior Loan Support Specialist
MOGO
07.2020 - 07.2022
- Leveraged ERP software to evaluate loan applications, credit history, and repayment capacity
- Managed digital customer service, safeguarding sensitive financial data from potential security threats
- Led IT support initiatives, ensuring team members had uninterrupted access to secure networks
Education
Bachelor of Science - Information Technology, Concentration in Cybersecurity
GEORGE MASON UNIVERSITY
Fairfax, VA12-2026
Associate Degree - Information Technology, Concentration in Cybersecurity with Honors
UNIVERSITY OF THE DISTRICT OF COLUMBIA
Washington, DC05.2024
Associate Degree - Project Management
KENYA INSTITUTE OF MANAGEMENT
11.2019
Skills
- Customer Service & Incident Response: Strong communication and problem-solving in user support
- Network Security: Proficient in VLAN, VPN, and access control
- Log Analysis & Troubleshooting: Experienced in log analysis and troubleshooting for OS and Applications
- Network Protocols & Vulnerability Assessment: Knowledgeable in BGP, OSPF, IS-IS, TCP/IP, IPv4/IPv6
- Ticketing: Effective response time using ServiceNow Ticketing Management
- Teamwork: Communicates clearly within a team-based environment as a leader or a member
- Active Directory and Microsoft Azure
- Microsoft Office 365
Certification
CompTIA Security+ Certificate, CompTIA (Oct2024); Micro-Certification – Welcome to ServiceNow (Jul2024); IT Support Professional Certificate, Google (Feb2023); Cisco Certified Network Associate (CCNA), Cisco, (Sep2023)
Timeline
Service Desk Analyst
INOVALON
11.2024 - Current
IT Service Desk Intern
INOVALON
06.2024 - 08.2024
Customer Service
TRADER JOE’S
08.2023 - 09.2024
Senior Loan Support Specialist
MOGO
07.2020 - 07.2022
Associate Degree - Information Technology, Concentration in Cybersecurity with Honors
UNIVERSITY OF THE DISTRICT OF COLUMBIA
Associate Degree - Project Management
KENYA INSTITUTE OF MANAGEMENT
Bachelor of Science - Information Technology, Concentration in Cybersecurity
GEORGE MASON UNIVERSITY
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