Customer Service It Support
Resume:
SOULEMANOU NJIPOGHO
Caddo Mills, TX *****
*******@*****.***
LOGISTICS MANAGEMENT SPECIALIST IT SUPPORT HELP DESK TECHNICIAN Army Veteran leveraging 5+ years of proven experience in customer service, quality control, and logistics. Adept at leading teams of 10-15 in a dynamic, fast-paced environment. Possess a comprehensive background in developing and implementing standardized systems, reporting/documentation, and logistics tracking. Managed hazardous materials, equipment, and inventory systems while overseeing risk, safety, and quality assurance. Able to leverage the necessary training and experience to provide outstanding support to end-users on a variety of fuel-related issues, with the ability to identify, research, and resolve technical problems.
● Agile Methodology
● Network Security
● Inventory Management
● Project Management
● Risk Mitigation
● Operating Systems
● Computer Diagnostics
● Documentation/Reporting
OVERVIEW OF KEY SKILLS
● Strong track record of diagnosing and resolving technical and quality issues across platforms, utilizing systematic troubleshooting methodologies to identify root causes efficiently.
● Leveraged strong communication skills to liaise with various stakeholders, including suppliers, internal departments, and leadership, facilitating smooth coordination and resolution of logistical challenges.
● Dedicated to leveraging technology to enhance organizational efficiency while consistently mitigating risk and maintaining quality.
● Ability to provide Tier 1 and Tier 2 problem identification, diagnosis, and resolution.
● Skills in installing, configuring, and updating antivirus engines and malware protection signatures.
● Basic understanding of network device configuration and implementation.
● Expertise in troubleshooting, maintaining integrity, configuring network components, and implementing operating system enhancements for improved reliability and performance.
● Ability to isolate and resolve hardware, firmware, and software releases, upgrades, patches, and resolving software- related issues.
● Customer service skills, patience, and compassion. Leadership, critical thinking, and attention to detail EDUCATION CERTIFICATIONS
Bachelor of Science (B.S) Management Information Systems Columbia College Expected 2025
● Developed software using Agile Methodologies in C# and MVC languages.
● Designed and maintained database and web applications, focusing on end-user support.
● Gained foundational business skills including communications, finance, accounting, marketing, and statistics.
● Implemented project management best practices while troubleshooting operating systems and data networks. IT Essentials CISCO Dec. 2023
● Participated in 100+ interactive activities and accumulated over 25 hours of hands-on labs using hardware and the Cisco Packet Tracer tool.
● Installed applications, configured, and performed troubleshooting on computers and mobile devices.
● Developed fundamental expertise in network security principles, including data encryption, access control, and threat detection, enhancing the ability to troubleshoot and mitigate security risks. TECHNICAL COMPETENCIES
Software: Microsoft Office Suite 365(Word, Excel, Power Point), Microsoft 10/11, Multi-factor Authentication, Inventory Management Software
Operating Systems: Mac / Microsoft Windows
PROFESSIONAL EXPERIENCE
United States Army Various Locations Apr. 2018 – Jun. 2023 Supply Supervisor (Nov. 2020 – Jun. 2023)
● Led and mentored a team of 15 personnel in a logistics role, fostering a cohesive and efficient work environment and ensuring all personnel adhered to safety procedures; coordinated dispatch of 6 drivers to accomplish daily deliverables.
● Oversaw logistics operations, ensuring seamless supply chain management for critical equipment and materials, resulting in a 98% inventory accuracy rate.
● Inspected, diagnosed, and conducted basic maintenance and repairs on fuel-handling vehicles and equipment valued at over $2M, ensuring optimal functionality and extending operational lifespan. SOULEMANOU NJIPOGHO PG. 2
Supply Supervisor (Cont.)
● Supervised the ordering, inventory, dispensing, and storage of petroleum products totaling over $5M with 100% accuracy and no adverse incidents.
● Collaborated with IT specialists to troubleshoot and resolve technical issues related to logistics software, contributing to enhanced system performance and user satisfaction. Quality Control Specialist (Feb. 2020 – Mar. 2021)
● Implemented rigorous quality control measures for petroleum storage and transport, resulting in a 15% reduction in equipment maintenance costs while maintaining compliance with strict military regulations.
● Utilized Microsoft Excel frequently for data entry, tracking, and report generation, ensuring precise documentation and accurate record-keeping, allowing the unit to regularly exceed audit standards.
● Applied expertise in inventory control to streamline and improve handling and delivery processes, reducing downtime and increasing operational shipping and refueling efficiency by 20%.
● Mentored and trained personnel in petroleum operations resulting in a 100% promotion rate for eligible team members. Supply Specialist (Apr. 2018 – Nov. 2020)
● Supervised and managed the reception, storage, and shipping of hazardous materials, ensuring adherence to all safety protocols and regulations and resulting in a decrease in serious incidents by over 50% during tenure.
● Implemented tracking systems to monitor locations and status fuel inventory, maintaining a focus on real-time problem- solving and process improvement, resulting in significantly increased unit operational readiness.
● Cleaned, lubricated, and repaired pumps and other petroleum system components while adhering to preventative maintenance standards, reducing the need for repairs, and decreasing downtime by over 15%. Desktop Support Technician, Mobile Telecommunication Network Bamenda, Cameroon Feb. 2013 – Sep. 2015
● Received a 97% customer service rating while assisting 500+ users with remote desktop access as well as a VPN to access computers from home or other offices.
● Administers (creates, removes, modifies) user, computer, and email accounts according to MTN corporate policies and guidelines.
● Sustained a 98% customer satisfaction rating utilizing Active Directory to manage a network of 700+ users.
● Accomplished a 95% daily ticket close rate with an average of 14 open tickets using track-it! Software to monitor all help desk tickets and track progress.
● Support company software on a variety of BYOD mobile devices, including iPhones, iPads, and Android devices.
● Diagnoses and resolves local office and remote IT issues, addressing concerns professionally and promptly.
● Supported users and covered IT-related issues including Windows 10/11/7/XP (administration and support), Microsoft Office, network connectivity, hardware replacement, and software troubleshooting.
● Safeguarded academic, faculty, and administrative computer systems by performing software updates, deploying antivirus definitions, and mitigating security risks, ensuring minimal downtime and maximum uptime. LANGUAGE PROFICIENCY
Bilingual in English and French
CLEARANCE
Secret
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