Help Desk Information Technology

Korpoe R Josiah

240-***-**** **********@*****.***

OBJECTIVE

Personable IT consultant with 2+ years of experience in a global technology firm. CompTIA Security Plus Seeking to leverage solid technical skills and abilities to advance my career as the next IT consultant. Also, knowledgeable, innovative, and driven with passion for delivering high-quality work. Detail-oriented and focused on maintaining organization and identifying opportunities for process improvement. Worked with prominent organizations to provide optimum support, gain knowledge, perform recommendations and remediations. I am competent working with a diverse team in Monitoring, Identifying, Protecting, Detecting, Responding, and Recovering networks & servers from various malicious intrusion activities.

Information Technology Specialist

K Force- Full Time

Oct 2023 -Present

Remote

• Field incoming help requests from end users via both telephone and work orders in a courteous manner.

• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.

: Prints and schedule problems. Ease late prep mes (cust required) to the appropriately experienced technician.

• Record, track, and document the help desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to the final resolution.

: Answer all frequently questions with resolution

• Identify and learn appropriate software and hardware used and supported by the organization.

• Perform hands-on fixes at the desktop level, including installing and upgrading software, implementing file backups, and configuring systems and applications.

: Perform post resolution follow -ups to help requests solved

Perform post-resolution follow-ups to help requests.

• Develop help sheets and knowledge base articles for end users.

Perform related duties consistent with the scope and intent of the position.

Respond to customers queries regarding all type of technical issues in a timely, friendly and professional manner

• Plan, co ordinate the Customer Support and Application Engineering activity

• Initiate Product variations and Customizations to better meet Customer requirements

• Develop, Prepare and implement Documents on applications of Products

• Track the environment & regulatory approvals

• Study, evaluate vendor engagement and compare multiple products available

Desktop Support Specialist

Open Technology Group-Full time

Aug 2022- June-2023

Remote

Troubleshooting and resolving end-user questions

●● Maintenance of all inventory reports and installation packages

●● New machine setup and installation

●• Resolve user issues in a timely manner or escalate to appropriate resources and team for further assistance when needed.

●• Provide 24/7 Help Desk support that includes: initial problem determination, clear and concise documentation, diagnostics and information capture, resolution (when possible), customer status updates, transfer of service requests to appropriate IT or other workgroups with over 20-25 calls per day.

●• Serves as the single point of contact to end users for information technology-related issues, problems, and requests.

●• Use service now ticketing systems.

●• Download software’s needed in the new computer for new hires.

●• Provide technical advisory and assistance to users daily.

●• Keep records of daily issues and the solutions for future reference.

●• Assist Service Desk Management with reporting, analysis, or training and testing tasks.

●• Contribute current technical information and best practices to the knowledge base.

●• Serves as the single point of contact to over 30 end users for information technology related, issue, problems, and requests

●• Use service now ticketing systems.

●• Download software’s needed in the new computer for new hires.

●• Provide technical advisory and assistance to users daily.

●• Keep records of daily issues and the solutions for future reference.

●• Contribute current technical information and best practices to the knowledge base

EDUCATION/CERTIFICATION

•CompTIA

Foundation of Cybersecurity (Coursera)

High School Diploma

Key Competencies

•Splunk Alerts, Informatics, AutoSys, Helpdesk, Customer Relations Management Support

(CRM),

Technical Support, Problem Solving Skills, MS Office, SharePoint, MSP,

CISCO Routers/Switches, WAN Technology, LAN Technology, TCP/IP, Active Directory, Unix, Windows 10, Service-Now/ITSM, MS Word, MS Excel, MS PowerPoint, MS Outlook.

.

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