AURORE CHOUKOUA DITCHOU

• Improved user experience by creating user-friendly guides on how to use various tools and applications relevant to their job functions.
• Managed ticketing system effectively, prioritizing tasks based on urgency and impact on business operations.
• Monitor and response to systems failures and alarms.
• remote service of software & hardware that includes but not limited to audio visual systems, computers, printers, phones, peripherals, approved individual and enterprise software, web portal & network access.
• Manages access and security rights as per IT security matrix.
• Mentored junior technicians by sharing knowledge and best practices, fostering a collaborative work environment within the company
• Assisted users remotely to diagnose and resolve hardware, software, or network-related issues efficiently.
• Create or update (2) knowledgebase articles weekly
• On call support as assigned by Service Desk manager
• Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
• Documented transactions and support interactions in system for future reference and addition to knowledge base.
• Removed malware, ransomware and other threats from laptops and desktop systems.
• Uploaded new software, rolled out updates and applied patches to desktops and laptops.

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• Supported critical business applications uptime by effectively identifying root causes of incidents and coordinating efficient resolutions.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Improved response times by creating a knowledge base of common issues and resolutions accessible to all support staff.
• • Use support tools system to assign VDI to user computers
  • Created and managed user, device and group accounts within Active Directory
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Provided remote support for off-site employees, resolving issues quickly without sacrificing job performance.
• Participated in after-hours on-call rotations providing continuous coverage for urgent technical matters affecting the organization.
• Implemented mobile device management policies to protect sensitive company data on employee devices while facilitating their work tasks remotely.
• Maintain and support systems, workstations, mobile devices, printers and peripherals, respond to user service requests; and resolve trouble tickets.
• Ensure system security for desktop, mobile and cloud environments.
• Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
• Installed and configured operating systems and applications.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Assist for quickly resolving complex issues including system crashes, network slowdowns, connectivity problems, security breaches, virus infections and more
• Installing, configure, managing and troubleshooting virtual machine issues.
• Use support tools system to assign VDI to user computers.
• Created and managed user, device and group accounts within Active Directory.

• Provided after-hours support when needed, demonstrating commitment to customer satisfaction.
• Supported remote users via phone or remote desktop applications, resolving issues effectively from a distance.
• Increased first-call resolution rate through effective problem-solving and clear communication skills.
• Contributed to team success by sharing expertise and assisting in training new helpdesk agents.
• Developed helpful FAQs and knowledge base articles to empower users to resolve common issues independently.
• Decreased system downtime by proactively identifying potential problems and applying preventive measures.
• Used ticketing systems to manage and process support actions and requests.
• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
• Managed high levels of call flow and responded to technical support needs.
• Improved end-user satisfaction with timely resolution of technical problems through helpdesk support.
• Researched product and issue resolution tactics to address customer concerns.
• Installed and updated hardware, software and applications on Mac and PC devices.
• Created support documentation that enabled user community to extend skills, leverage system features, and find resolutions to questions without intervention from support team.

- 2023 ComptiA security +

- 2018 ComptiA A+

- 2017 Microsoft it support