Samuel Efefiong Utuk

SAMUEL UTUK Houston, TX 77004 ◆- ◆- PROFESSIONAL SUMMARY Dynamic IT Support Technician with a proven track record at Comcast, excelling in hardware troubleshooting and remote support. Achieved a 90% data recovery success rate while enhancing customer satisfaction through exceptional service. Proficient in Active Directory and committed to fostering digital literacy, driving efficiency and user empowerment across diverse environments. ACCOMPLISHMENTS • Led a campus‑wide antivirus update initiative that reduced malware incidents by 40 % within the first semester. • Trained and supervised 50+ student assistants on tier‑1 troubleshooting and ticket documentation, raising first‑level resolution rates by 20 %. SKILLS • Hardware Troubleshooting • System Upgrades • Operating System Imaging & Deployment • Software Installation • Active Directory & Azure AD • Office 365 Administration • Remote Phone/Chat Support • ServiceNow & Zendesk Ticketing • SCCM & Intune • Data Recovery • TCP/IP, DHCP, DNS • Wi‑Fi Troubleshooting • ITIL Incident Management • Customer Service Excellence • PowerShell Basics WORK HISTORY IT Support / Help‑Desk Technician, 07/2023 - Current Comcast – Philadelphia, PA • Replaced defective computer parts and performed system upgrades. • Recovered critical data from failed hard drives at a 90 % success rate. • Installed operating systems and software applications on customer devices, ensuring 100 % functionality post‑installation. • Configured user accounts in Active Directory for access to corporate resources. • Delivered remote technical support to 50+ customers weekly, resolving hardware and software issues via phone and online chat. • Advised customers on hardware purchases and system maintenance. Desktop Support Technician, 03/2020 - 05/2023 University Of Calabar – Cross River • Delivered desktop support for several faculty members and administrative users across 21 faculties and campus buildings, sustaining 99 % workstation uptime. • Imaged and deployed 250+ Windows 10 desktops and laptops using System Center Configuration Manager (SCCM) • Managed 5+ Active Directory tickets per week, including password resets, permission changes, and new‑hire provisioning. • Conducted preventive maintenance and replaced key components such as RAM, SSDs, and motherboards,extending hardware lifecycles by an average of 18 months. • Led a campus‑wide antivirus update initiative that reduced malware incidents by 40 % within the first semester. • Trained and supervised student assistants on tier‑1 troubleshooting and ticket documentation, raising first‑level resolution rates by 20 %. • Promoted culture of digital literacy, offering workshops on latest technology trends and tools. EDUCATION Associate of Science: Computer And Information Systems, 03/2023 University of Calabar - Cross River Certificate of Technical Studies: IT Support, 12/2024 N-Power Tech Fundamentals - Houston, TX CERTIFICATIONS CompTIA A+ CompTIA ITF Google IT Support Professional Certificate Google Cybersecurity SPR24