Jurgen Kola

Bachelor's

Computer Science

Fitchburg State University

IT Help Desk Technician

- Resolved over 100 hardware, software, and network issues, providing technical support to students, faculty, and staff - Assisted with designing and managing inventory database using SQL - Troubleshot and configured Windows Defender Firewall to ensure proper enablement and optimal security settings - Manager and updated the university server's software and hardware - Diagnosed and resolved technical problems related to Windows and MacOS (Unix) operating systems, applications, and peripherals - Wrote a Python script to record IT issues to a CSV file - Installed, configured, and maintained computer systems and software - Assisted with the setup and troubleshooting of printers, scanners, and other peripherals - Responded to more than 44 help desk tickets and inquiries using Quest KACE software - Documented and tracked issues to ensure timely resolution and maintain accurate records - Assisted in the development and implementation of IT policies and procedures - Collaborated with team members to provide efficient and effective IT support services - Diagnosed and resolved technical issues with projectors, podiums, HDMI cables, VGA adapters, Extrons, Apple TV (ATV), and document cameras (DOC cams), ensuring minimal disruption to classroom activities