Technical Support Analyst

NOBERT

AKUM

*************@*****.***

804-***-****

Fort Gregg Adams, VA 23801

Results-driven and customer-focused IT professional with three years of experience in Helpdesk and Technical Support roles. Proven expertise in software installation and troubleshooting, including proficiency in applications such as Acrobat Adobe, Camtasia, and Microsoft Power BI. Adept at hardware setup and troubleshooting for laptops, monitors, printers, and phones. Seeking a challenging Technical Support Analyst position to leverage skills in delivering exceptional support and contributing to the efficiency of IT operations.

PROFESSIONAL SUMMARY

Tek Global - Technical Support Analyst

10/2022 - Current

Provide first-line support to end-users, addressing software and hardware issues promptly and efficiently.

Install and configure software applications, including Acrobat Adobe, Camtasia, and Microsoft Power BI.

Troubleshoot and resolve user-reported issues related to software functionality and performance.

Collaborate with the IT team to escalate complex technical problems and ensure timely resolution.

Conduct training sessions for end-users to enhance their proficiency in using software applications.

Perform hardware setups, and troubleshoot laptops, monitors, printers, and phones.

Maxima Group - Helpdesk Support Specialist

03/2020 - 03/2021

Responded to user inquiries, providing technical assistance and guidance for software and hardware-related issues. Executed software installations and upgrades, ensuring compatibility and adherence to organizational policies.

Conducted remote troubleshooting sessions to address software glitches and enhance user understanding.

Collaborated with cross-functional teams to improve the efficiency of IT systems and user experience.

Maintained accurate records of support interactions, resolutions, and follow-up actions.

WORK HISTORY

Software installation,

troubleshooting, hardware setup,

Microsoft Power BI, Adobe Acrobat,

Camtasia.

Customer Service: Excellent

communication, problem-solving,

and interpersonal skills.

Collaboration: Ability to work

effectively with cross-functional

teams to achieve organizational

goals.

Documentation: Strong record-

keeping and documentation skills.

SKILLS

• Quality Assurance

• On-Site Technical Support

• Incident Management

• Customer Support

• Security Protocols

• Remote Support

• Data Collection Monitoring

• Data Analysis

• Hardware Configuration

• Team Collaboration

• Operating Systems

• Critical Thinking

UNIVERSITY OF BUEA

CAMEROON • 12/2019

Bachelor of Science: Computer

Science

EDUCATION

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