Israel Olaopa
Reisterstown,MD
Summary
Friendly Help Desk Technician with 5 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses. Competent help desk support specialist well-versed in assisting users with diverse computer system, mobile device and peripheral equipment problems. Familiar with security standards and usability optimization. Effectively operates autonomously to troubleshoot and fix concerns.
Overview
6
6
years of professional experience
1
1
Certification
Work History
IT Help Desk Support Specialist
Douala IT Services
02.2019 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Configured hardware and granted system permissions to new employees.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Patched software and installed new versions to eliminate security problems and protect data.
- Provided end-user system and equipment training.
- Logged activities in tracking system to maintain accurate, timely records.
- Used established procedures to identify critical customer and system issues and escalate problems to appropriate person or group.
- Installed new desktop systems and migrated data to new machines.
- Oversaw installations of new technology and new personnel training.
- Installed and configured operating systems and applications.
- Monitored system performance to identify potential issues.
- Configured and tested new software and hardware.
- Helped streamline repair processes and update procedures for support action consistency.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Assisted in development of system security protocols.
- Walked user through series of steps to determine problem and implement likely solution.
- Responded to inquiries by phone, email and walk-up requests.
IT Technician
IDevWorks Technologies Limited
08.2017 - 01.2019
- Maintained office PCs, networks and mobile devices.
- Monitored systems in operation and quickly troubleshot errors.
- Set up PCs, projectors and microphones for use in video conferencing rooms.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Managed system-wide operating system and software deployments as well as related software upgrade problems.
- Performed troubleshooting and repaired peripheral devices such as printers, scanners and monitors.
- Monitored server room, wireless network and other server infrastructure, keeping systems running smoothly.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
- Configured systems according to prescribed software and hardware frameworks.
- Set up and maintained user accounts and client access.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
Education
Bachelor of Science - Industrial Chemistry
University of Lagos
Lagos,Nigeria12.2014
Skills
- User Feedback
- Software and Hardware Assistance
- Mobility Devices
- Knowledge Base
- Critical Thinking
- Report Creation
- Customer Education
- Service Ticket Tracking
- Help Desk Support
- Technical Support
Certification
COMPTIA A+
COMPTIA Security +
Hobbies
Travelling, Critical thinking, Problem solving and reading.
Timeline
IT Help Desk Support Specialist
Douala IT Services
02.2019 - Current
IT Technician
IDevWorks Technologies Limited
08.2017 - 01.2019
Bachelor of Science - Industrial Chemistry
University of Lagos
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