Summary
Overview
Work History
Education
Skills
Languages
Hyperlinks
Certification
Languages
Timeline
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Emmanuel Sobga

Katy,TX

Summary

Resourceful professional in technology support, known for high productivity and efficient task completion. Possess specialized skills in troubleshooting, software installation, and network configuration. Excel at communication, problem-solving, and adaptability, ensuring seamless tech support experiences.

Overview

10
10
years of professional experience
1
1
Certification

Work History

Help Desk Specialist

Belmont Village Corporate
03.2022 - Current
  • Created, evaluated, prioritized, and resolved service tickets for incoming telephone requests for assistance
  • Tracked service calls from initiation through completion and ensured user satisfaction, using the company tracking software
  • Configured, installed, and maintained computers, printers, and related network peripherals
  • Performed user account creation and administration to ensure that users gain access to network resources such as file storage, email, and business applications
  • Cleaned up terminated user's network and email accounts and data
  • Troubleshooted problems to include individual and group file access, security, network connectivity, and printer access and connectivity
  • Ensured that detected viruses are cleaned and take precautions for antivirus protection
  • Provided one-on-one user training on business applications
  • Performed desktop hardware and software installations, upgrades, license verification, and configurations and provided user assistance where needed.

Fulfillment Associate

Amazon Part-time
12.2021 - 03.2022
  • Checked and verified goods for any faults or defects
  • Accepted, unpacked, and organized stock levels appropriately
  • Executed duties in strict conformity with Amazon safety and hygiene rules
  • Unloaded delivery truck delivering stuff into the facility
  • Ensured that supplies are well organized and stored
  • Compiled, packed, and dispatched requests properly
  • Arranged inbound goods in the appropriate storage space
  • Identified and removed goods from shelving and warehouse
  • Verified product information meets the order form
  • Followed government health and safety laws.

Bilingual French Telephone interviewer

American Institutes for Research · Part-time
02.2022 - 02.2022
  • Conducted surveys over the phone as well as recorded the responses received with accuracy
  • Always maintained a professional and client-focused approach
  • Recorded data accurately and efficiently
  • Promoted an environment conducive to high-quality data collection
  • Referred any suggestions or concerns to the Project Supervisor or a member of the Management Team.

Tier I, Desktop Support Specialist

48forty Solutions · Contract
10.2021 - 02.2022
  • Participated in the merging of 48Forty with relogistics.com
  • Helped resolve merging accounts issues as they occurred.

PBT IT Field Technician

Harris County Public Health · Contract
08.2021 - 09.2021
  • Provided technical assistance with computer hardware and software at remote sites
  • Resolved issues for clients at remote locations
  • Functioned as the primary point of contact at testing and immunization sites to provide solutions to wireless networking issues
  • Troubleshoot Wi-Fi issues and connectivity issues
  • Tracked customer issues and resolutions, and other various duties.

IT Service Desk Analyst

IT Authorities Full-time
05.2018 - 02.2021
  • Served as the first point of contact for users seeking technical assistance over the phone or via email; combined interpersonal and communication skills with technical expertise while resolving 30+ service requests each day, achieving 98% satisfaction
  • Leveraged mastery of the ServiceNow ticketing system, Windows, Office 365, and Azure fundamentals to resolve issues 89% quicker than company performance targets; trained and mentored team members to bolster team performance
  • Performed remote troubleshooting through diagnostic techniques and pertinent questions; developed and maintained up-to-date knowledge of company systems and programs, maximizing individual productivity, and bolstering team productivity by 21%.

IT Service Desk Analyst

Sysco Business Service Full-time
06.2015 - 04.2018
  • Provided 'how-to' assistance for all 1000+ internally and remotely supported devices, supporting a network of 500 end users
  • Managed troubleshooting for 50+ end-user issues each day and resolved them upon first contact, when possible; continuously surpassed company expectations and exceeded resolution time targets by 65% or more each month
  • Translated and interpreted communications from French to English and vice-versa for Sysco Quebec.

IT Field Support Technician

Outbox · Contract
02.2015 - 04.2015
  • Connected and disconnected computer equipment around the venue, managing and maintaining 100+ individual computers
  • Offered ongoing technical support to a staff of 50 employees, including troubleshooting for all equipment; managed support tickets from creation to completion, resolving 200+ tickets each week, and escalating tickets when necessary
  • Provided in-person support and guided colleagues through resolution over the phone, via email, and remotely when required.

Education

Bachelor in Technical Management -

DeVry University
Houston, TX

Associate in electronic and computer technology -

DeVry University
Houston, TX

Skills

  • Troubleshooting
  • Customer Service
  • Technical Support
  • Active Directory
  • Microsoft Windows
  • Microsoft Azure Certified
  • Communication
  • Problem-solving
  • Remedy Ticketing System
  • Zendesk Ticketing System
  • ServiceNow
  • Jira Service Management
  • Technical Documentation
  • Technical Troubleshooting
  • Service ticket tracking
  • Documentation Development
  • Training abilities
  • System Maintenance
  • Computer Diagnostics
  • Incoming Call Management
  • Device Installation
  • Call Management
  • Service desk support
  • Help Desk Support
  • Application installations
  • File Management Software
  • Tracking and Documentation
  • Hardware upgrades
  • Written Communication
  • Customer Communication and Empathy
  • Remote Technical Support
  • Time management abilities
  • Teamwork and Collaboration
  • Goal Setting
  • Active Listening
  • Friendly and Patient
  • Time Management

Languages

  • English, Fluent
  • French, Fluent

Hyperlinks

https://www.linkedin.com/in/esobga/

Certification

  • Microsoft Azure Fundamentals Certification

Languages

English
Professional
French
Native/ Bilingual

Timeline

Help Desk Specialist

Belmont Village Corporate
03.2022 - Current

Bilingual French Telephone interviewer

American Institutes for Research · Part-time
02.2022 - 02.2022

Fulfillment Associate

Amazon Part-time
12.2021 - 03.2022

Tier I, Desktop Support Specialist

48forty Solutions · Contract
10.2021 - 02.2022

PBT IT Field Technician

Harris County Public Health · Contract
08.2021 - 09.2021

IT Service Desk Analyst

IT Authorities Full-time
05.2018 - 02.2021

IT Service Desk Analyst

Sysco Business Service Full-time
06.2015 - 04.2018

IT Field Support Technician

Outbox · Contract
02.2015 - 04.2015

Bachelor in Technical Management -

DeVry University

Associate in electronic and computer technology -

DeVry University
Emmanuel Sobga