SARADA ELSA KOMBOU

IT Service Desk TSR

253-***-****

ad4g7i@r.postjobfree.com

PROFESSIONAL SUMMARY

I’m a proactive IT service Desk Tsr with a proven track record. I earned a Master degree in Management and a Bachelor degree in Marketing. I have several years of hands-on experience as an IT service desk. I have extensively worked on troubleshooting issues related to gas, credit card,Mimo,vipmo,printer, access request. I’m provision and very efficient when it comes to handling requests, documentation, reproduction of issues and root cause analyses. I have experience on a complete life cycle knowledge and I established the appropriate monitoring and alerting of solution events related to performance, scalability, availability, and reliability. As an effective communicator I'm able to build and grow strong relationships with team members, Customers, offshore team members, internal and external stakeholders. I Am well recognized for my skills and always take initiative to learn new skills, techniques or technology that would help my team and I to become more efficient .

TRAINING AND CERTIFICATE

● MASTER IN MANAGEMENT at University of Douala, Cameroon in 2015

● BACHELOR IN MARKETING at University of Douala, Cameroon in 2014

● A- Level in Economics, Government Technical high school of Douala- Koumassi, Cameroon in 2010 TRAINING AND CERTIFICATE

● Agile 101

● Oracle Certified Associate (OCA),2021

● CPR First Aid, 2021

● Azure 900 Certificate :in progress

● Training in Microsoft Suite (Word, Excel, PowerPoint, Google, calendar )

● Training on servicenow software, 2021

PROFESSIONAL EXPERIENCE

Costco Wholesale Issaquah, WA

IT Service Desk TSR January 2022 - Present

● Establishing excellent communication with all engaged teams and end users

● Evaluates, troubleshoots, and solves end users’ IT system issues through first-level IT technical support via phone calls, chat, and/or email.

● Leverages a wide variety of available tools and resources in an effort to resolve system issues.

● Provides detailed document of system issues, troubleshooting steps, and associated pertinent information in a ticketing/tracking system.

● Meets or exceeds efficiency expectations for availability, productivity, quality, and service.

● Attends ongoing training to strengthen ability to support new and existing hardware and software applications.

● Handles ad hoc requests and completes frequent required training and adapts to changing procedures as required to support the business.

● Troubleshoots, reproduces, and documents issues and other pertinent information in Incidents

● Handles incident queues and performs various tasks, and determines business impact according to ITIL incident.

● Handles critical incidents related to Gaz, Credit card, Warehouse, Mimo, register, Depots and Printer.

● I Participated in an ongoing process of investigating, troubleshooting and providing resolution to technical issues. Walmart

IS SERVICE DESK July 2020 - January 2022

● Establishing excellent communication with all engaged teams and end users

● Accurately depicting root cause/problems to ensure efficient resolution

● Implementing bilingual language skills on a daily basis to improve communication and end user experience

● Providing the highest support service to end users and other Service Desk Clerks

● Creating cart request for n-user and assign it to the correct team when necessary

● Respond to call and reply to any email as they are coming

● Locating and addressing operational weaknesses, and implementing fixes and procedures

● Guiding and mentoring other Service Derks through all possible incident types as an On-Duty.

● Mentor for the Service Support Silo, receiving and applying new Service Support knowledge or changes for the Desk to keep up to date with Business Services

● Knowledge and applied use of Service-Now for filtering, finding information, and accurate reporting

● Holds a liaison relationship with multiple teams; Client OS and App Integration, MyApps Administration, IMAC and Build & Deployment. Identifies procedural weaknesses, process improvement, and collaboration

● Automation, implementing scripts in reaction to problems or for process improvement such as computer timezone change, printer add/remove, and software hotfix scripts

● Team leader and new hire trainer

● Writes documentation for all new processes and Incident resolution to adhering to Walmart business rules.

● Maintained a clean workspace

Walmart

Customer service cashier March2018-July2020

● Welcomed customers, answered their questions

● Process all transactions and provide customers with friendly service

● Helped them locate items, and provided advice or recommendations

● Operated scanners, scales, cash registers, and other electronics

● Balancing the cash register and generating reports for credit or debit sales

● Accepted payments, ensured all prices and quantities are accurate and proving a receipt to every customer;

● Processed refunds and exchanges, resolved complaints

● Bagged or wrapped purchase to ensure safe transport

● Followed all procedures regarded coupons, gift cards, or the purchase of the specific item, such as alcohol or cigarettes;

● Maintained a clean workspace

INTELCIA CAMEROUN Douala, Cameroon

Customer service Advisor January 2017-MARCH 2018

● Managed client communication by interacted with customers and provided information in response to product or service enquiries;

● Resolved customers complaints via phone, email, mail or social media;

● Used telephones to reach out to customers and verified account information;

● Greeted customers warmly and ascertain problem or reason for calling;

● Assisted with placement of orders, refunds or exchanges;

● Canceled or upgraded accounts;

● Promoted the new box of SFR and up-sell products;

● Conducted inventory audit for upcoming sales, and restock merchandise on sales floor;

● Exceeded sales goal by 50% for last quarter in 2018

● Award for Best Sales Specialist, 2018

ADDITIONAL INFORMATION

● ENGLISH : Fluent

● FRENCH : Fluent

● Excellent communication, organization and interpersonal skills;

● Possess imagination, creativity, enthusiasm, patience and can work with a variety of people

● Servant leader

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