Kokou Kossi
USPS
Louisville,KY
1
Language
18
Years of experience
Proactive technical professional with extensive experience in implementing efficient helpdesk operations and managing technical support strategies. Skilled in analyzing support requirements, identifying deficiencies, and developing innovative solutions to enhance reliability and productivity. Committed to fostering teamwork and collaboration to achieve organizational goals.
Work History
City Carrier
6 Years 4 Months- Set up a route and deliver mail six days a week on route.
- Established efficient delivery route, ensuring timely mail distribution six days a week.
- Secured envelopes and parcels using rubber bands for organization.
- Retrieved outgoing mail from collection boxes for processing.
- Place larger packages on porch or doorstep.
- Take packages into businesses and give to individual.
- Ensure people sign off for receipt of package.
- Arranged mail in the correct delivery sequence for efficient distribution.
- Collected postage-due and COD fees, securing signed receipts for registered, certified, and insured mail.
- Secure many envelopes or parcels with a rubber band.
- Provided accurate information on postal regulations to assist customers.
- Answer questions about postal regulations.
- Provide change-of-address cards and other postal forms when requested.
- Assist people by lifting heavy packages and placing them at their door.
- Delivered mail efficiently across designated routes, ensuring timely service to customers.
- Managed daily delivery schedules, optimizing routes for enhanced efficiency and accuracy.
- Trained new carriers on procedures, safety protocols, and customer service standards.
- Maintained accurate records of deliveries and pickups, ensuring compliance with USPS regulations.
- Resolved customer inquiries and complaints effectively, enhancing overall satisfaction levels.
Service Desk Analyst
7 Months- Provided Service Desk support by diagnosing, reporting, and resolving hardware and software issues for users.
- Installs, maintains and troubleshoots hardware and software according to company standards – reconfigures existing systems and/or performs system upgrades as required
- Logged issues with detailed documentation for Level II and III support teams, ensuring accurate tracking and resolution.
- Routed calls to appropriate support teams following established troubleshooting procedures.
- Monitor and escalate issues until resolution, closure or the appropriate group has accepted
- Maintain current knowledge of support knowledge provided through training and the Knowledge Base
- Managed various projects to meet organizational goals.
- 40 HOURS/WEEK
Receiving Lead / Customer Service
11 Years 4 Months- Manage products and inventory, labels.
- Analyzed data to anticipate future inventory needs, supporting effective stock management
- Provided customer support in-store
- Oversaw team operations daily
- 40 HOURS/WEEK
Education
BS - Applied Information Technology
GPA: 3.42
Associate - Information Technology
- Minor: Business
- HBSS training
- Incident Handling Management training
- Insider Threats and Attacks training
- Related Course Work: Object Oriented for IT problem solving (Java programming), Operating Systems Data Structures, Senior Design I, II
- Rapid Development of Scalable Applications, Network Security
- Data and Application Security
- Database Concepts Computer Systems and Programming
- GPA: 3.40
Skills
Postal Regulations
Compliance Awareness
Routing Techniques
Data Security
Incident Reporting
Security tools expertise
System accreditation boundaries
Vulnerabilities Assessments
Port scanning and Protocol Analysis
Network Configuration
Logistics Management
Inventory Management
Best practice implementation
Customer Feedback
Equipment Setup
Problem solving
Multitasking and prioritization
Customer Interaction
Customer Assistance
Languages: Java
Mean stack (Mongo DB
Express
Angular.js
Node.js)
PHP
HTML
CSS
JSON
Applications: MS Office
Hadoop Ecosystem
Google App Engine
Data Entry
Basic Networking
Windows Operating System
Efficient delivery
Languages
French
Native or Bilingual
Timeline
City Carrier
USPS
01.2018 - 05.2024Read More
Service Desk Analyst
Marsh & McLennan Companies
06.2017 - 01.2018Read More
Receiving Lead / Customer Service
Belfort Furniture
02.2006 - 06.2017Read More
George Mason University
BS from Applied Information Technology
Read More
NOVA College
Associate from Information Technology
Read More