Help Desk Information Technology
Resume:
Sosthene Rodolphe Loba
IT Support Technician and Customer Experience Specialist
Winnipeg (Manitoba) R3Y 2J4
**********@*****.**
Profile
Information Technology Systems Professional and Help Desk Support Specialist with more than 08 years of experiences, providing exceptional support to employees across a variety of technical IT Software and Hardware system issues
Spent over 5 years as IT Help desk Specialist and 3 years of experience in customer care service in IT and Financial fields
Bilingual, fluent in English and French; strong written and verbal communication skills
Problem solver with strong organizational and time management skills
Adept at using a variety of technologies with excellent customer service skills Skills Summary
IT Technical Skills
Handled basic to advanced setup and configuration of network equipment, including modems, routers, and switches.
Provided first and secondary-level technical support, maintenance, and troubleshooting for hardware and software over 50 users in a Microsoft Windows, Linux and MAC OS environment
Initiated and validated system specification for IT equipment renewal for all employees in the company, more than 60 LapTops, Desktps computers and mobiles devices renewed.
Deployed new workstations, included support for software and hardware, network connectivity issues, peripherals, etc
Experienced in user and customer data migration and recovery
Installed and configured Windows operating system and productivity softwares (Office 2016 suite, Adobe Reader, Antivirus, Winrar) on all employees computers
Addressed clients inquiries and technical issues promptly, maintaining a high standard of customer service.
Repaired and replaced equipment’s as needed (hard disk, keyboard, memory, screen, printer)
Created and configured users account on business application with appropriate permissions.
Experienced working within an IT Managed Service Provider MSP environment, I handled 20 to 25 requests per day, these numbers include inbound calls and emails from internal employees and external customers.
Worked closely with other team members to share knowledge and support complex issues.
Initiated and implemented Business productivity application, Oracle Netsuite, Odoo ERP, Bitrix24 CRM, and Microsoft 365 Business Standard office suite and collaboration tools.
Experienced with incidents management tools, Atera, NinjaOne, Zendesk, ServiceNow, TeamViewer and Intune
Follow a structured work plan for onboarding new clients and troubleshooting incidents onsite and remotely.
Customer Service Skills
The past 3 years, I managed call centers in the IT and Finance fields for a Managed Service Provider MSP
Call center service organized in 20 positions, 10 for IT and 10 for financial inquiries and requests
Handled over 30 inbound and outbound calls per day, distributed among the agents
Managed agent onboarding, upskilling, and in-call coaching
Oversaw real-time call center operations
Evaluated the performance of individual agents and provided them with accurate feedback
Handled administrative tasks, such as workforce scheduling
Determined current trends based on call transcriptions and recordings review
Spoke in a clear and audible manner to ease understanding and shorten calls length.
Asked questions to understand the customer needs and used persuasion techniques to make more sales.
Online or Phone calls planning using Teams, Zoom.
Ability to build positive relationships with clients and team members WORK EXPERIENCE
Team Leader Customer Service Supervisor, G Web Services (Managed Service Provider) Ivory Coast (Oct 2021 - March 2024)
IT Help Desk Technician, Group Defis & Strategies Ivory Coast (April 2016 - Oct 2021) EDUCATION AND TRAINING
Bachelor Computer Application – Bangalore University, India July 2004 – Nov 2007
Qualys : Vulnerability Management Foundation June 2023
Acronis: Cloud Tech Fundamentals April 2023
INFOSEC: Introduction to Python for Cybersecurity May 2023
INFOSEC: Python for Cybersecurity May 2023
INFOSEC: Credential Access, discovery, lateral movement & collection May 2023
Microsoft Certified System Administrator : MCSA July 2009
Microsoft Certified System Engineer : MCSE July 2009
Oracle Certified Associate : OCA Aug 2009
Contact this candidate