Software Customer

Wirayen Albert

Summary:

Wirayen has *+years highly seasoned and reliable Level III PC Technician / Help Desk Coordinator, with a strong technical background and excellent client service record. Windows, 7, 8.1, 10, Windows Server Installation, Technical Support, POS &Troubleshooting.

He adapted at explaining complex technical concepts and processes to clients and non-technical staff in a clear and understandable manner.

Able to multitask effectively and bring several simultaneous installation and repair projects to completion with full accuracy and 100% efficiency.

Excellent in Data Entry Using MS Word, Excel, Power Point, Publisher with a typing speed of 60WPM.

Education:

B.S.C. S 2007

University of Buea

Buea, Cameroon

Certificate – Computer Hardware Maintenance 2004

Pauls’ Computer Institute

Bamenda, Cameroon.

Certificate – Computer Data Processing 2002

Pauls’ Computer Institute

Bamenda Cameroon

High School Degree 2000

Government Bilingual High School

Mbengwi, Cameroon.

Languages: English & French

Core Qualifications

Intermediate knowledge of Microsoft Active Directory to include creating and deleting user accounts, basic group policy, drive mapping, and printer mapping

Experience troubleshooting integrated and interdependent computer systems

SNOW, Track-It & Spice Works ticketing systems.

Ability to prioritize work based on department and production objectives

Advanced Troubleshooting skills in a multi-user high-pressure environment

Basic understanding of Microsoft & VMware Virtualization Solution

Troubleshoot, POS and fix myriad of first level computer and network issues including but not limited to computer workstations, mobile devices, printers and network connectivity.

Experience maintaining zebra thermal printers, troubleshooting thin clients, PCs, scanners, and portable handheld terminals

ActiveBatch Basic Experience

Experience in Install, configure and supporting Windows Server 2008/2012

Experience configuring and supporting Windows Servers in Hyper-V / VMware Environment

Basic Knowledge of SharePoint

Wintel Administration

Strong sense of urgency in support of all customers and resolving support tickets quickly and accurately

Experience maintaining laser printers

Experience in Microsoft Office applications (Office 2003, 2007, 2010, 2013, 2016, 365) as well as Windows Operating Systems

Service Management, Project Management, and Inventory Management skills

Excellent written and verbal communication skills

Working knowledge of setting up, maintaining, and troubleshooting PC and Mac hardware and diagnosing application errors in both Windows 7/8/10 and Mac OSX

Intermediate knowledge of desktop imaging

Experience with managing Antivirus (ESET or Symantec Endpoint) and how to diagnose and fix viruses, malware, and Trojans

Experience managing phone systems (VoIP)

Basic networking knowledge (install and configure basic switches or hubs, cable testing, crimp rj-45, DNS, DHCP, Email, HTTP, SSL, OSI Model, and TCP/IP protocols and applications

Experience:

Level III PC Technician / Help Desk Coordinator 6/1/2011 – 9/6/2018

City Cyber

Supervised, and provided technical assistance for 30+ computers and over 40 customers over the phone daily.

Provided desktop computer support which included diagnosing and resolving any workstation or laptop operating system software, application software or hardware problems.

Responsible for handling all first level support: all PC, mainframe, networking, and printer calls. Managed help desk for 10 stores and 5 offices/warehouses in Bamenda.

Target for 100% solutions and customer satisfaction.

Configure and install PC’s laptops, printers, network equipment, & mainframe equipment.

Log calls and analyse for trouble areas, and implement solutions by training users, creating documentation, and escalating major issues as required.

Purchase computer hardware and software including servers.

Establish & maintain hardware inventory manage software licensing, maintain software library, and audit desktop computers.

Setup a total of 800 PCs, monitors, & accessories in various schools within the North West Region of Cameroon.

Printer repairs including Laser, Inkjet,

Connected and configured the proper devices for users to gain network access.

Provide general hardware and software support for users, provided user training, and guided users having difficulty with personal computers, peripherals, or software.

Broke down all PCs, monitors, & accessories to be packaged and shipped to the next location.

Created entries in Active Directory for end users to provide new software access for data backup.

Used Symantec Ghost to provide new approved images for the new laptop workstations.

Performed Migrations of Old Data (My Docs, Pics, and Desktop Items) to new Laptop.

Installed new laptops at user’s cubicle or office for next day use of new machine.

Provided desktop support for all users who have or haven’t been upgraded during rollout.

Performed day-to-day desktop administration and support

Assisted Help Desk technicians with computer and camera system troubleshooting over the telephone.

Trained on the proper repair, testing, and documentation procedures and followed up to insure proper techniques were applied.

Troubleshot and resolved hardware, application, and network issues escalating from customer support and other departments with a 100% success rate.

Replacement of non-functional hardware components and diagnostic for proper functionality, OS re-installation and proper setup, software installation, virus removal, troubleshooting computer network connection and proper setup for optimal connectivity.

Securely and efficiently back up client data and perform data restoration onto repaired units.

Researched and handled any client inquiry regardless of experience in the field in question.

Updated and validated data into Excel to facilitated management and exporting.

Conducted hardware and software troubleshooting to maximize performance of customer’s computers.

Worked with customers to identify and address specific needs, maintaining customer loyalty.

Performed installation and upgrades of all software in used by the company

Upgraded antiqued communications equipment and operating systems software in a manner that minimized disturbances by 50% in LAN operations.

Extensively installed new CAT-5 wire throughout three different Secondary School facilities; Improved and enhanced network capability operations.

Setup ad installed MS Office software on 100 new Dell laptops; lead to introduction of the first two mobile computer labs at GBHS Bamenda.

Completed work orders on broken, out-dated as well as new multi-branded desktop PCs; saved schools approximately $3,000 through simple maintenance.

Ghosted hard drives, installed new OS/peripheral software, and restricted usage of approximately 400-computers lab PCs; improved security and efficiency.

Performed hands-on administration, monitoring, and troubleshooting of LAN, resulting in optimum performance and minimum downtime.

Travelled all over the Country migrating computers from windows 7 to Windows 10.

Focused on migrating and troubleshooting various computer issues during the migration and reimaging process. Configured the BIOS on computers as well as using various scripts to ensure the migration procedure went smoothly.

Upgraded 3 Government Locations in different areas having them 100% on accountability of their computers and fully operational when we completed.

Coordinated with the network and system administrator for troubleshooting network related and client-to-server problem.

Coordinated closely with system developer for the installation and troubleshooting of in-house software.

Recommended replacement and or additional hardware upgrades/software for the improvements of the productivity.

Verified fresh hardware and software for compatibility with company systems.

Teaching Computer Data Processing, Computer Hardware & Networking.

On demand door to door services mostly with small Businesses and Companies

Upheld technology procedures in coordination with information technology teams.

Key Achievement: Significantly reduced 50% of the set-up time to deploy desktop computers by using disk-cloning procedures.

Level II PC Technician / Help Desk Support 6/1/2008 – 5/1/2011

Horizons Cyber Cafe

Kumbo, Cameroon

Contract position to work with Toshiba laptop repair in concert with Toshiba customer care centre.

Held a dynamic role in troubleshooting 20 current laptop models, ranging from hardware to system issues.

Self-directed personal work area with daily responsibility of 10 repaired units.

Actively maintained a PPI (Parts per Incident) of less than 12%.

Carry out internal QA on repaired units prior to customer return.

Assist team members with troubleshooting and QA tasks ensuring target numbers and provide additional team training.

Maintained and updated Windows operating system monitors platforms and network infrastructure.

Responded to and resolved computer system problems as required.

Efficiently troubleshoot and resolved hardware, application, and network issues from surrounding offices with a 100% success rate.

Conducted training and provided day-to-day support for end users of laptops, computers and mobile phones across the North West Region of Cameroon.

Resolved issues and performed maintenance on a range of hardware and software solutions including Windows, Microsoft Applications, and basic network in.

He had many responsibilities including sales service and repairs (including virus removal), training and management of 4 employees, maintenance, cleaning and securing the technicians bench and storage Ares, customer dispute resolution, and managing the work-order system. I submitted multiple proposals to save the store and company money, and to bring customers greater value for their money. Some of my proposals were instituted store-wide and company-wide including more efficient printers resulting in a savings of over $50 per store.

He worked hard to get the customer the best value, price, and experience, because I believed that such quality of service would create customer loyalty and respect.

Contact this candidate