JERRY NKAMFU

Mesquite, TX ***** 469-***-**** ad2u2y@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