It Support Customer Service

JEAN BERNARD CHOUDJA

IT SUPPORT ANALYST

Phone: 281-***-****

Email: ********@*************.***

Address: **** ******* **** **, ****** 77338

PROFESSIONAL SUMMARY

Highly skilled helpdesk and desktop support engineer with over 17 years of experience in providing technical assistance and troubleshooting solutions to end-users. Proficient in diagnosing and resolving hardware, software, and network issues to ensure optimal system performance. Strong knowledge of IT protocols, tools, and technologies, with a proven track record of delivering exceptional customer service and support. Excellent communication and problem-solving skills, with a keen attention to detail. Seeking to leverage expertise in a challenging IT environment to drive efficiency and productivity.

EMPLOYMENT HISTORY

IT Analyst and Customer Support (Bilingual French-English) at GO FIGURE inc Houston

Jan 2009 — Present

As a valued member of the IT department, I diligently deliver exceptional support and training services for software, hardware, and network systems to a global network encompassing over 8000 Clients companies.

•Actively demonstrate and promote excellent customer service constantly seeking ways to improve customer experience and satisfaction.

•Troubleshoot and implement solutions to recurring technical issues with Software and hardware.

•Provide Application support.

•Configuration and deployment of end user devices.

•Implement Network solutions, troubleshoot and Implement solution for network issues including VPN.

•Share point Admin.

•Office 365 Admin.

•Installing and configuring operating systems, networked and local printers, business applications.

•Use IT support ticketing system to log and follow up on issues.

•Train end users on applications and hardware usage.

•Perform Computer Migration, Imaging, System and Application update.

•Provide Hardware support for fitness equipment.

•Help install and support 24 Hours door access system for companies.

•Create SQL databases and queries for custom applications request.

•Providing on-site and remote support

•Image and deploy computers and laptops

•Troubleshoot typical office environment desktop applications (Office 365, web browsers, printing, scanning, email)

•Troubleshooting and management (via MDM) of mobile devices

IT Analyst II, at CEVA LOGISTICS Inc Houston Texas

Feb 2008 — May 2009

Provide hardware and software support to company employees in over 1000 offices around the world. My task includes but not limited to:

•Computer and peripherals hardware repair.

•Diagnose and Repair Windows Operating system issues.

•Provide support to more than 15 applications.

•Ensure office branches backups.

•Make data recovery on broken computers.

•Preform data migration.

•Install and setup computer security.

•Perform password reset for users.

•Install and setup new computers and devices

IT Branch Manager, GETMA INTERNATIONAL Paris France

Jun 1999 — Jan 2007

As a Branch Manager, I had the responsibility of overseeing the operations of the IT department, managing budgets and resources, and ensuring the smooth functioning of the organization's IT systems. During this time, I gained valuable experience in project management, Network Administration, and strategic planning. I have accomplished with success.

•Managing a Team of 12 employees.

•Deploying a network of over 200 computers

•Interconnecting 5 local offices

•Accomplished the satellite connection project to the Corporate Office

•Accomplished the deployment of IP phones in the company. .

•Design and install or extend Home wired and wireless Network.

•Install and Configure Simple Network backup and sharing Devices.

•Clean Up computers and make normal Windows Maintenance.

•Install and setup new computers and devices

•Provide some advice on how to keep computer clean and safe.

EDUCATION

-Bachelor Degree in Computer Science, University of Douala, Douala

-Associate Degree in Marketing & Business Management, University of Douala, Douala

CERTIFICATIONS

-Comptia A+

-Azure: Microsoft Certified: Azure Fundamentals (AZ-900)

-Intra ID : Microsoft Certified: Identity and Access Administrator (SC-300)

-Endpoint Administrator (Intune): in preparation for the Microsoft MD-102

-Microsoft MCSA Managing and Maintaining a Microsoft Windows Server.

-Microsoft MCP Support Desktop Applications. Hardware and Software.

-DELL Onsite Troubleshooting - Dell Induced Damage Acknowledgement

-DELL Foundations Laptops - DELL Foundations Desktops

SKILLS

Bilingual French and English

Application Support

Strong problem-solving

Strong knowledge of computer hardware and Software

Network Support (LAN, WAN and VPN)

Computer Migration, Imaging and update.

Operating Systems Support

Helpdesk Support

Microsoft Office Suite Help Desk Support

IT Analyst

Project management

Customer Support

Active directory Support

End Use support

Excellent communication skills

Share point Admin.

Office 365 Admin.

Photographer

Videographer

Team-oriented and able to operate with minimal supervision

Proven analytical and problem-solving skills

Attention to detail and follow-through

Strong customer service skill

Hands-on experience with PCs, Windows Laptops, and diverse mobile phone models.

EXTRA-CURRICULAR ACTIVITIES

Build custom computers for game, office and server.

Development of small applications for personal use.

September 2020 — Present

President of a Non-Profit Organization at CFANH.org, Houston

September 2014 — September 2018

CAFANH is a nonprofit organization based in Houston with over 300 members.

Its goal is to help its members and others in various areas, create social and cultural events.

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