Summary
Overview
Work History
Education
Skills
Certification
References
Timeline
Generic

JUNIA TAKOH

Oklahoma City

Summary

SUCCESSFUL COMPLETION DRIVES MY WORK!

Overview

4
4
years of professional experience
1
1
Certification

Work History

TECHNICAL SUPPORT

ODOO
Louvain-la-Neuve
03.2023 - Current
  • Provide first-line support to end users experiencing IT issues, including problems with Windows 11 workstations, mobile devices (iOS/Android), Microsoft 365 applications (Teams, Outlook, OneDrive, etc.), and other software.
  • Managing inbound support requests via a phone call queue, and responding through our ticket management system to ensure all customer issues are tracked, prioritized, and resolved.
  • Work to create a positive end-user support experience, and build strong relationships through deep problem understanding, timely resolution or escalation, and communicating promptly on progress, all while displaying a professional attitude and appearance.
  • Triage and resolve escalated issues from the Help Desk. Coordinate with Tier 3 teams and field services to ensure the timely resolution of executive-impacting incidents.
  • Researching and responding to user questions, and explaining complex fixes in plain language. Escalates issues to the appropriate teams where necessary.
  • Instructs users on how to use systems and applications for best practices, and in compliance with IT policies.

Help Desk Intern

NEXINCH
BAMENDA
10.2021 - 02.2023
  • Desktop troubleshooting and end-user support requests.
  • Document, implement, monitor, and support infrastructure, and end-user issues.
  • Work through IT requests via phone, email, or instant message, explaining and deploying solutions in technical and nontechnical terms.
  • Assist in responding to alerts or emergency issues during normal business hours.
  • Provide or help create end-user documentation and training as needed.
  • Perform computer backup procedures for data in accordance with backup policies.
  • Provide preventive maintenance of all computer hardware and software, coordinating with external vendors.
  • Coordinate with the Corporate IT team on a regular basis for support resolution and project-based work.
  • Assist with new facility launches, upgrades, and support.
  • Complete daily IT checklists as required, as part of preventative and proactive monitoring.

Education

Bachelor of Science - COMPUTER NETWORKS & SYSTEM MAINTENANCE

UNIVERSITY OF BAMENDA
07-2022

Skills

  • Windows troubleshooting
  • Microsoft 365 support
  • Ticket management
  • Mobile device support
  • End-user training
  • IT service management
  • Problem solving
  • Analytical thinking

Certification

  • PURSING MY COMPTIA A+ CERTIFICATION

References

References available upon request.

Timeline

TECHNICAL SUPPORT

ODOO
03.2023 - Current

Help Desk Intern

NEXINCH
10.2021 - 02.2023

Bachelor of Science - COMPUTER NETWORKS & SYSTEM MAINTENANCE

UNIVERSITY OF BAMENDA

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JUNIA TAKOH