Resume

Name: Rushdie Roldacia Minzele

Email:ac5km2@r.postjobfree.com

Tel:097********

Address: **** *** ****** ****** ****** city

Summary

Experienced IT help desk support representative with strong background in the installation and maintenance of software and hardware. Trained to deliver an exceptional level of customer service in IT support. Ready to take seven-plus years in the field to repair, modify, install and advise in the management of software and hardware.

HIGHLIGHTS

Outstanding background in the field of troubleshooting simple and intricate tech applications

Expert in remote and on-site consultation within an IT environment

Familiar with procedures for IT assistance in LANs, routers, peer-to-peer file sharing, connectivity of remote desktop, servers, TCP/IP networking and more

Prepared to work on weekend, rotational and night shifts

Work Experience

October 2016-present

CGI Philippines

IT service Desk Support (French Native /English)

-Receives calls and emails for clients and other support group

-Creates Incident or Service Request tickets, logging all pertinent information

-Provides initial assessment of categorization/prioritization for reported Incidents

-Gives support, targeting a higher level of first and second contact resolution

-Ensures Incidents and Service Requests are properly escalated and assigned to -appropriate support group, performing hierarchical escalation to Service Desk

Compiles data through Incident entry to be used for management information and -reporting

Maintains ownership of Incidents, ensuring status update and resolution according to SLA

Provides input to SD Management regarding Continuous Improvement opportunities

-Ensures that system documentation is maintained and of a high quality, that is stored in the appropriate knowledge management repository and more …

Education

Bangalore University

Bachelor Degree in Computer Application

CERTIFICATIONS

CCNA

Linux

MCSA

Office 365

AWARDS

SPOT Award for providing an excellent performance towards RSA Service Desk having an average of 2.25 out of 1.00 and is considered 5th place in our performance stack ranking. Your contribution has been commended by our client and in addition to that, this gives a wonderful impact on our overall IT Service Desk.

Contact this candidate