Customer Service Life Cycle

Kofete stephen N.

Phone: 380-***-****

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

Location: Columbus Ohio

Professional Summary

I am a motivated Highly skilled and detail-oriented Computer Hardware Engineer/Technician with over 22 years of hands-on experience in diagnosing, repairing, installations, upgrades, ensuring optimal system performance and user satisfaction and maintaining a wide range of computer hardware components, including desktops, laptops, peripherals, and network devices. Adept at diagnosing technical issues, providing exceptional customer service, and supporting a wide range of IT solutions for both individual users and organizations. Configuring devices on the network using Intune to provide benefits, integrating those devices with other services, working on MDM and MAM following device life cycle and app life cycle. Expertise in troubleshooting complex hardware issues, ensuring optimal system functionality. Dedicated to providing high-quality service, minimizing downtime, and delivering effective solutions to clients and businesses.

Skills

• Hardware Troubleshooting & Repair: Desktop PCs and servers, laptops, peripherals, and network equipment, printers, telephones etc

• Software Support: Windows (WAN/LAN/TCP/IP) in network configuration, Domain servers, Group policy and strategies and various software applications.

• Configuring devices on the network using Intune to provide benefits, integrating those devices with other services, working on MDM and MAM following device life cycle and app life cycle

• Networking: Setting up and troubleshooting network configurations, including routers, Virtualization with VMware. switches, firewalls, Using WANs and LANS and assigning IP Addresses.

• Crimpling and aligning cables with RJ-45 jack for networking to be used for switch and Reuters

• Configuring the networks for data and internet sharing.

• System Upgrades & Installations: Installing operating systems, drivers, and software.

• Data Recovery & Backup Solutions: Restoring lost data, creating backup systems, and implementing disaster recovery protocols using all necessary tools and NAS systems

• Customer Service: Effective communication with customers to understand issues and provide timely solutions.

• Security & Antivirus: Installing and configuring antivirus software, monitoring system security.

• Time Management: Managing multiple tasks and meeting deadlines. Professional Experience

Computer Technician

Governor’s office – Buea, southwest Region, Cameroon M04/2004 – 2009

• Diagnose and repair hardware and software issues for end-users in a timely manner, achieving a resolution rate of over 95%.

• Perform installations of operating systems, software applications, and peripherals for both individual and office staff using WAN/LAN/TCP/IP) in network configuration, Domain servers, Group policy and strategies and various software applications.

• Provide technical support through on-site and remote assistance, ensuring customer satisfaction and retention with services attached to the Government.

• Conduct routine and preventive system maintenance, including updates, data backups, and software patching.

• Configuring devices on the network using Intune to provide benefits, integrating those devices with other services, working on MDM and MAM following device life cycle and app life cycle

• Troubleshoot network issues, such as connectivity problems, slow speeds, and configuration errors from switches and Reuters in WANS and LANS using TCP/IP and domain Servers as well om configurations and server managements, ensuring smooth and uninterrupted operation. Building servers and deploying them to various sites, troubleshooting all kinds of Servers replacing malfunctions parts. Troubleshooting printers and doing cablings with Rj45jacks

• Train staff members on basic troubleshooting, software use, and cybersecurity practices to reduce future incidents.

Senior Computer Hardware Engineer

ELECTION CAMEROON – Buea, Southwest Region

10/2009 – 2014

• Led the design and development of high-performance hardware systems, focusing on improving speed, reliability, and energy efficiency to run Elections in Cameroon

• Troubleshoot network issues, such as connectivity problems, slow speeds, and configuration errors from switches and Reuters in WANS and LANS using TCP/IP and domain Servers as well om configurations and server managements, ensuring smooth and uninterrupted operation. Building servers and deploying them to various sites, troubleshooting all kinds of Servers replacing malfunctions parts. Troubleshooting printers and doing cablings with Rj45jacks

• Virtualization with VMware on servers with Azure intunes assigning devices to the platform

• Developed and tested custom boards and embedded systems, ensuring compatibility with other components.

• Conducted thorough component validation and lifecycle testing, ensuring designs meet or exceed industry standards with enrolment kits

• Collaborated with software engineers to integrate hardware systems with firmware, enabling smooth operation of embedded systems.

• Managed hardware debugging and troubleshooting efforts, significantly reducing time-to-market for products.

• Prepared detailed technical documentation for system designs, testing protocols, and maintenance procedures, using the SAT and FAT test

• systems, optimizing power efficiency and cost contributed to the development of system specifications and hardware requirements for new products.

• Crimpling and aligning cables with RJ-45 jack for networking to be use for switch and Reuters

• Configuring devices on the network using Intune to provide benefits, integrating those devices with other services, working on MDM and MAM following device life cycle and app life cycle

• Active Directory and DNS

• Configuring the networks for data and internet sharing.

• Performed failure analysis and implemented corrective actions to ensure product reliability and quality then propose suggestions to administration

• Created and executed test plans for system validation, identifying potential hardware faults early in the development cycle.

Hardware maintenance technician

Pan-African Institute of Development – Buea-Cameroon 05/2014 – 2016

• Participated in the creation of prototype hardware, including assembling, testing, and troubleshooting new designs of the Election enrollment kits

• Assisted in debugging and optimizing hardware performance, reducing errors and enhancing product stability.

• Maintained detailed records of designs, tests, and modifications for compliance with industry standards and regulations.

• Extensive experience in all LAN/WAN topologies, network administration, E- Mail and Internet systems, and PCs

IT Support Specialist

Ministry of Territorial administration(Cameroon Government) – City, State 02/2016 – 12/2018

• Provided technical support for company employees, troubleshooting both hardware and software issues, including PC, printer, and network problems. In Troubleshoot network issues, such as connectivity problems, slow speeds, and configuration errors from switches and Reuters in WANS and LANS using TCP/IP and domain Servers as well om configurations and server managements, ensuring smooth and uninterrupted operation. Building servers and deploying them to various sites, troubleshooting all kinds of Servers replacing malfunctions parts. Troubleshooting printers and doing cablings with Rj45jacks

• Assisted in setting up and maintaining internal computer systems and software tools.

• Crimpling and aligning cables with RJ-45 jack for networking to be use for switch and Reuters

• Configuring the networks for data and internet sharing.

• Managed data backups and recovery processes for critical company information, minimizing data loss.

• Documented and tracked technical issues using an internal ticketing system, providing clear updates to team members and clients.

• Supported the integration of new hardware and software into existing systems. IT Support Specialist

NASLA (NATIONAL SCHOOL OF LOCAL ADMINISTRATION) – City, State 02/2018 – 12/2021

Functions

• Hardware Diagnosis & Repair: PC components, laptops, motherboards, power supplies, RAM, and storage devices.

• Troubleshoot network issues, such as connectivity problems, and configuration errors from switches and Reuters in WANS and LANS using TCP/IP and domain Servers as well om configurations and server managements, ensuring smooth and uninterrupted operation. Building servers and deploying them to various sites, troubleshooting all kinds of Servers replacing malfunctions parts. Troubleshooting printers and doing cablings with Rj45jacks

• Component Replacement & Upgrades: Installation and upgrades of processors, memory, graphics cards, storage drives, and cooling systems.

• Peripheral Devices: Monitors, printers, keyboards, mice, scanners, and external storage devices.

• Networking Hardware: Routers, switches, network interface cards (NICs), wireless access points.

• Preventative Maintenance: Cleaning, diagnostics, and preventive repair to avoid hardware failures.

• Firmware & BIOS Updates: Updating and flashing BIOS for hardware compatibility and stability.

• System Performance Optimization: Overclocking, testing, and fine-tuning hardware for better performance.

• Customer Support: Providing technical support and ensuring customer satisfaction through detailed troubleshooting and efficient solutions. IT Support Specialist

CHANTIER NAVAL– DOUALA-CAMEROON

02/2021 – 12/2022

Responsibilities

• Hardware Diagnosis & Repair: PC components, laptops, motherboards, power supplies, RAM, and storage devices.

• Virtualization with VMware on servers with Azure intunes assigning devices to the platform

• Component Replacement & Upgrades: Installation and upgrades of processors, memory, graphics cards, storage drives, and cooling systems.

• Peripheral Devices: Monitors, printers, keyboards, mice, scanners, and external storage devices.

• Networking Hardware: Routers, switches, network interface cards (NICs), wireless access points.

• Extensive experience in all LAN/WAN topologies, network administration, E- Mail and Internet systems, and PCs

• Preventative Maintenance: Cleaning, diagnostics, and preventive repair to avoid hardware failures.

• System Performance Optimization: Overclocking, testing, and fine-tuning hardware for better performance.

• Customer Support: Providing technical support and ensuring customer satisfaction through detailed troubleshooting and efficient solutions. System Administration

SONATRA – Douala, State

12/2022 – 08/2023

Duties

• Crimpling and aligning cables with RJ-45 jack for networking to be use for switch and Reuters

• Configuring the networks for data and internet sharing. Building Server and deploying them to site where SAT and FAT test are conducted and supervised and trained staff on their usage. A handbook or manual is developed by me and After satisfactory results were met the company now transfer competence.

• Perform diagnostic tests and troubleshoot hardware issues on desktops, laptops, and peripherals. And Virtualization with VMware on servers with Azure Intune assigning devices to the platform

• Install, configure, and upgrade computer hardware systems, ensuring compatibility and optimal performance.

• Provide repair services for malfunctioning components such as hard drives, power supplies, printers and some office phone, and computer motherboards etc.

• Maintain inventory of spare parts and components, ensuring proper stock levels for efficient repairs and replacements.

• Provide on-site support for businesses and residential customers, delivering quick and effective solutions to minimize downtime.

• Conduct regular system checks, maintenance, and upgrades to extend the life of equipment and improve performance.

• Collaborate with the IT support team to address complex hardware-related issues in network environments. Extensive experience in all LAN/WAN topologies, network administration, E-Mail and Internet systems, and PCs Computer Technician (Hardware Specialist)

• SOCOMS – DOUALA Cameroon

12/2023 – 1/2024

Duties

• Installed and configured internal hardware components including motherboards, RAM, hard drives, and graphics cards for new and refurbished systems.

• Crimpling and aligning cables with RJ-45 jack for networking to be use for switch and Reuters, Troubleshoot network issues, such as connectivity problems, slow speeds, and configuration errors from switches and Reuters in WANS and LANS using TCP/IP and domain Servers as well om configurations and server managements, ensuring smooth and uninterrupted operation. Building servers and deploying them to various sites, troubleshooting all kinds of Servers replacing malfunctions parts. Troubleshooting printers and doing cablings with Rj45jacks

• Configuring the networks for data and internet sharing.

• Troubleshot and repaired hardware problems with desktops, laptops, and peripheral devices, ensuring 100% customer satisfaction.

• Conducted hardware testing and system diagnostics to identify failing components and recommend upgrades or replacements.

• Provided timely repair and maintenance services, reducing turnaround time for customer repairs by 80%.

• Crimpling and aligning cables with RJ-45 jack for networking to be use for switch and Reuters

• Configuring the networks for data and internet sharing.

• Worked with vendors to source replacement parts and manage warranty claims for hardware defects.

• Educated clients on the importance of regular system maintenance, such as hardware cleaning and component upgrades, to enhance system longevity.

• Supported customers with hardware malfunctions, providing timely and cost- effective repairs.

• Repaired and replaced hardware parts such as power supplies, processors, memory, and storage devices.

• Ensured all repairs were in compliance with company standards and manufacturers' specifications.

• Used diagnostic tools to analyze performance issues and determine necessary repairs or upgrades.

• Managed the setup and configuration of new computer hardware for both individual and business customers.

Help Desk Technician

RAZEL-Buea-Cameroon

01/2024 – 09/2024

• related to computers, printers, and network devices.

• Diagnosed and provided solutions for a variety of hardware, software, and network problems.

• Managed a ticketing system to track customer issues and monitor the progress of resolution.

• Provided remote support for customers using remote desktop tools and phone assistance

Responded to incoming customer calls and emails, resolving technical issue Education

Publications

"Learning Word 2016-2019 “FAST and Easy." 2.

Unpublished, February 2020 And Revised 2019 unpublished 1. Publications: unpublished………Knowledge Society—

communication technology for sustainable Development. 2. Comprehensive approach to WORD and EXCEL 2019

Academic Education

08/1997 – 10/2001 University of Buea-Cameroon Higher Institution of Learning Bachelor degree of sciences in sociology and anthropology Professional Education / Practical Semester

08/1995 – 07/1997 University College of Technology Ile- Ife (UNICOTECH), Nigeria Higher National Diploma in Computer Engineering 03/2002 – 08/2003 Pan-African Institute of Development

(PAIDWA)-Cameroon

Diploma in project management and informatics

Higher School

09/1992 – 07/1994 Presbyterian High School Batibo, Cameroon A/Level certificate in math, physics, chemistry and biology Languages

English: Native speaker

French: Professional level

Additional Qualifications

Successful completion of mobile enrolment kit maintenance and troubleshooting training with Giesecke & Devrient (Germany) and Global ID solutions (Egypt) in September 2012

Successful completion of the biometric management hub system operations, administration and configuration in October 2012.

Preparing to take the A+CompTia Certification EXAMS

Preparing to take the N+CompTia Certification EXAMS Hobbies.

Love playing basketball, (Once been an Assistant Captain in the university Team) Volleyball, football, Computer games (simulations), Films, chatting and seminarising

N.G Kofete steve

Kofete stephen

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