Help Desk Information Technology

Kevin Njoroge

Bakersfield, CA Phone: 661-***-**** Email: ad5nbm@r.postjobfree.com

IT Helpdesk Analyst

OBJECTIVE

Disciplined and enthusiastic Information Technology Professional with over 1 year of experience delivering solutions to varied clientele both over the phone and in writing from remote-work setting. Seeking a position to assist in delivery of quality customer support solutions to clients. Proficient in client service, de-escalating tense or unpleasant situations and analytically combing through a myriad of sources to find effective solutions. Able to work well within a team or in isolation. Professional Experience

Resplend Tech Solutions LLC – Olathe, KS 2022 to Present IT Help Desk Associate

· First point of contact for all hardware, OS and software issues for a corporate client.

· Responsible for assisting clients with operation and support for all servers, clients, printers, copiers and peripheral devices

· First line of support for the service desk, responsible for first call resolution and appropriate escalation of tickets that are not resolved at the help desk level

· Liaison with Tier II/III analysts in conducting research on issues before handing over complex tickets

· Diagnosing, trouble-shooting and documenting issues related to password resets, software & hardware, Active Directory and MS Office 365

· Ensure group policies are provisioned/updated for each user within various domains

· Responsible for setup, modification, maintenance and deletion of user accounts in Active Directory

· Initiation, tracking and resolution of tickets for reported issues using ServiceNow and Zendesk

· Accurately document user issues and troubleshooting steps, test results and resolution information within incidents and service requests

· Maintenance and adherence to SLAs for ITIL Helpdesk

· Troubleshooting issues with O365 applications and accounts

· Use of Splashtop SOS to gain access to and troubleshoot client computers virtually

· Support and management of Citrix-based VDIs

· Operating Systems (OS) image deployment which includes Windows, ChromeOS, macOS, and iOS images.

· Assisting clients through issues arising from the cloud migration process January 2021 - March 2022

assistant

Kramer Serenity Air bnb, Bakersfield, ca

. Answered incoming calls promptly and professionally, providing assistance or forwarding calls to appropriate personnel.

. Developed strong relationships with customers through exceptional customer service.

. Consistently doing upkeep for the rooms after stays.

. Doing resupplies for the house and organizing the stays to make sure that there is no schedule overlap

. Greeted visitors upon arrival and directed guests to appropriate facility locations March 2017 - January 2020

Assistant

Kramer Serenity Registered Care for the Elderly, Bakersfield, Ca

.Answered incoming calls promptly and professionally, providing assistance or forwarding calls to appropriate personnel. .

Handled scheduling, travel arrangements, and event planning for senior management.

. Provide proper care to the elderly such as feeding, arranging social events, and providing proper entertainment

References

Patrick Njuguna +1-816-***-****. ad5nbm@r.postjobfree.com Catherine Kiama 661-***-**** ad5nbm@r.postjobfree.com

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