JERRY NKAMFU

Fort Worth, TX ***** 469-***-**** ad1s6n@r.postjobfree.com

Employment History

Desktop Support Technician

Wolters Kluwer

October 2020 – September 2023

Essential Job Functions:

• Provide prompt in-person problem resolution for a variety of hardware/software

platforms within our Support Center and Distribution Center buildings.

• Provide professional customer service to all building executives, managers, and

associates.

• Complete setup and onboarding of new associates with laptop, desktop, thin

client, phone setup, and training.

• Complete replacement/upgrade of hardware/software for all designated building

associates.

• Complete troubleshooting and any maintenance in MDF/IDF closets for all

hardware.

• Complete necessary Ethernet cabling repair, maintenance, and replacement if

needed.

• Ability to prioritize requests according to importance and length of time in queue.

• Monitoring queues in the ticketing system and provide timely assistance.

• Provide documentation for all software installations, upgrades, and use.

• Assist in planning and implementing projects to meet deadlines.

• Conduct training sessions on proper operation and use of systems.

• Create and update custom images for deployment.

• Perform periodic maintenance of systems at the Support Center and Distribution

Center buildings.

• Documents all pertinent end user identification information, including name,

department, contact information, and nature of problem or issue.

• Responsible for the working condition and set up of Audio/Visual equipment within

the organization.

• Performs other duties as assigned by Supervisor.

Financial Services Helpdesk Representative

American Financial Network, Inc Plano - Remote

January 2019 - September 2020

Essential Job Functions:

• Used Care on every inbound call with customers, exhibiting both empathy and a

solutions-focused mindset.

• Take accountability for their workload and own the customer issues from start to

resolution. I strive to take the right action every time.

• Collaborated with their team to share knowledge and continued to encourage the

customer through their journey to financial freedom.

• Worked to Get Better every day. Freedom provides many resources for learning

and development, and I used these tools to grow in the workspace.

• Handled inbound customer calls in a courteous, timely, and professional manner -

including email and live chat.

• Escalated customer issues to the appropriate staff and managerial for resolution

as needed

• Follow the processes of the Client program and perform all tasks in a courteous

and professional manner.

• Utilized knowledge base and training to accurately answer customer questions.

• Created and maintained customer CRM records with accurate call details.

• Accurately documented call resolution in appropriate systems.

• Adhered to all attendance and work schedule requirements including all scheduled

training.

• Attended to tickets such as other desktop support problems like Networking,

Compliance, printers, moves and other specific problems which users may have.

ex: Synchronizations, MS Office, zoom, MS teams, Phones (both android and

apple), laptops, desktops.

Customer Help Desk Support

Capital Bank

February 2018 – November 2018

Essential Job Functions:

• Provided tier 3 support for internal users.

• Daily support of users in BAU and DR environments, both on-site and remotely.

• Application Support & Maintenance through Incident, Problem, Service & Release

management.

• Encrypted client's Workstation Hard drives using BitLocker Drive Encryption.

• Cisco and Avaya IP Phone support.

• Mapped, configured, and deployed shared network printers, and Barcode

Scanners.

• Installation of hardware including desktops, laptops, monitors, and printers.

• Completed and maintained inventories for tracking new and replaced

computers.

• Active Directory to add new users and do account security.

• SCCM for Microsoft updates and pushing software to workstations, running

reports.

• Windows 7 to Windows 10 migrations both local machine and local to VDI

environment.

• Maintenance of network and devices including copiers and printers.

Education/ Qualification

• Scrum Master (Online Course) - 2020 – 2021

• General studies, University of Dallas - 2020 – 2018

• High School Diploma from Baptist High School Buea -2016 – 2017

Spoken Languages

• Fluent Writing and speaking in English.

• Fluent writing and speaking in French

Contact this candidate