WILLIAM FOKOUE NGOUOZOCK

#*** **** ** *** **, Edmonton, AB T6E 1Y7, Canada

+1-437-***-**** ad1ss8@r.postjobfree.com

WORK OBJECTIVE IT SUPPORT HELPDESK

HIGHLIGHTS OF QUALIFICATIONS

Efficient IT support professional with extensive years of experience of meeting and exceeding customers expectation

Strong knowledge and experience with computer configuration management, operating system deployment, VOIP GPO, DNS, DHCP servers and scripting

Proficient knowledge and experience in supporting Microsoft 365, OneDrive, SharePoint, Exchange, Microsoft Teams, SQL, Active Directory, Windows Operating Systems

Strong experience in Windows 7,8,10 and Windows 11 operating systems, power shell, multi helpdesk software management as (Jira,GLPI,Zendesk and ServiceNow), Image/Reimage and MDM, SCCM, Acronis

Twisted pair, optical fiber cabling and splicing from panel to end user socket.

Consult user guides, technical manuals and other documents to research and implement solutions

Ability to understand and analyze user computing problems and needs

Competent in Handling pressure and maintained an adequate energy level

Motivated and professional with friendly demeanor, dependable and focusing on day-to-day operations

Worked in a fast-paced environment where quality is of key importance

Able to build and sustain collaborative relationships & assist in creating a positive working environment

Willingness to learn new skills, punctual and flexible

Company focused and committed to quality in job performance

Thorough understanding and capability to follow oral and written instructions

Certified with CSTS 2020 & WHMIS

Alberta Class 5 driver licence and car owner 176477-40 SKILLS

Internet and Tech Squad Multitasking Flexible Team Collaborator Desktop Computer Repair Network Configuration & administration System and network Troubleshooting Active Directory user admin, GPO and scripting Microsoft Azure Admin and MO365 application suites customer service and quality management Structure cabling (twisted pair or optical fiber) Break fix Windows 7, 8,10 &11 Windows Server administration Imaging/reimaging Mac OS Ticketing

PROFESSIONAL EXPERIENCE

HEAD OF IT SUPPORT DIVISION (HELPDESK), Oct 2017 - Oct 2022 CCA BANK SA - Yaoundé, Centre Cameroun

Performed Day-to-day management of user requests, system administration (AD DS, MSO365, Kaspersky, GLPI, Mail server)

Monitored the infrastructure server and global network

Provided assessment and management of incidents, maintenance of computer equipment and monitoring

Provided Level 1 management of hardware-related incidents ATM, user management and administration on Amplitude BANK (password management and session reset); Supervision of production servers (memory, disk, processor and Ethernet interfaces);

Development of low current installation specifications and site monitoring; change management and tracking

HEAD OF IT MAINTENANCE SERVICE, Dec 2014 - Oct 2017 CCA BANK SA - Yaoundé, Centre Cameroun

Administration and monitoring of computer equipment including deployment

Management and maintenance of computer equipment and access to server rooms

Monitoring of air conditioning units, generator, electricity equipment, CCTV security service providers, network and server infrastructures

Supported IT components inventory, admin and helpdesk IT SUPPORT(HELPDESK) TECHNICIAN, May 2012 - Dec 2014 CCA BANK SA - Yaoundé, Centre Cameroun

Installed the operating system and applications on workstations

Performed maintenance of computer, installation and monitoring of branch network equipment

Assisted in the event of malfunction and reporting of activities NETWORK OPERATIONS CENTER TECHNICIAN, Aug 2007 - Apr 2012 CREOLINK COMMUNICATIONS LTD - Yaoundé, Centre Cameroun

Monitored of network assets and services

Monitored of network links and customer equipment

Performed commissioning of WiMAX, CPE, Access point and vast equipment

preventive and curative maintenance

network and system administration

OTHER EXPERIENCE

General labourer Mai 2023

Waiward Construction Edmonton - Edmonton, Canada

Furnace Maintenance Technician, Nov 2022- Feb 2023 MEPS AIR QUALITY Edmonton - Edmonton, Canada

Training

MO365 Installation and Administration, MO365, Aug 2022 ST DIGITAL SA - Douala, Littoral Cameroun

KASPERSKYEDRANDENCRYPTION Administration, Antivirus and Endpoint Security,

ICI PRO SARL - Yaoundé, Centre Cameroun Nov 2021

INFORMATION SYSTEMS AUDIT TRAINING (CISA), IT AUDIT, Jul 2019 SECEL SA - Douala, Littoral-Cameroun

MICROSOFT WINDOWS SERVER 2012 TRAINING, Server administration, CUGIT SARL - Douala, Littoral-Cameroun Jul 2018

Telecommunications Technician from national advanced school of post and telecommunications of Yaoundé Cameroon (Computer engineering, electronics and telecommunications) December 2003

Bachelor in BIOCHEMESTRY Yaounde1 University Cameroon Jully 2001

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