Martin Kpehe
Converse,TX
Summary
Experienced IT Analyst with over 10 years of experience in Hardware and software repair. Excellent reputation for resolving problems and improving customer satisfaction.
Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
Dedicated Information Technology professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
8
8
years of professional experience
Work History
IT Senior Analyst
HCL Technologies
06.2020 - Current
- Resolved malfunctions with systems and programs through troubleshooting.
- Provide End User Computing (EUC) hardware and software support to include password resets, and software installation in a professional and timely manner, while ensuring excellent customer service to both USAA customers seeking assistance from Service Desk through phone calls, emails, or self-service tickets.
- Provide effective Customer Service by always being polite, courteous, and friendly toward all customers. Recognizes customers immediately in order to determine needs and help resolve issues or requests. Participate in departmental programs that promote and deliver exceptional customer service.
- Provide customers assistance in understanding and making appropriate use of software tools and various applications and equipment such as, but not limited to Microsoft Office Suite, windows 10, Mac OS, Citrix, Network, and local printers to support end users and/or customer requests.
- Answer customer questions and concerns regarding system operations and responds proactively in resolving system issues by evaluating the extent of the issue and escalating the issue to level N support when necessary.
- Identify customer needs and help customers use specific software features.
- Inform customers about new features and functionalities.
- Follow up with customers to ensure their technical issues are resolved.
- Troubleshoot, repair, and replace unrepairable equipment.
IT Analyst
HCL America
08.2016 - Current
- Resolved malfunctions with systems and programs through troubleshooting.
- Investigate and addressed system issues to enhance usability and improve functionality.
- Evaluate and adopt new technologies to address changing industry needs.
- Oversaw installation of software programs and hardware systems to meet requirements.
- Troubleshoot incidents reported by end-users to schedule system changes and identify permanent solutions.
Live Chat Agent
HCL America
08.2016 - Current
- Handled inbound customer chat conversations troubleshoot, resolved or escalate issue to level N.
- Asked open-ended questions to determine which products or services are affected.
- Documented all customer information accurately in computer system, providing dated notes for future reference.
- Worked closely with each customer to carefully resolve issues within timely fashion.
Tier 1 IOS Technical Advisor
Volt/VMC
08.2015 - 01.2016
- Provide phone support to all IOS devices.
- Troubleshoot Technical and non-technical problems for Apple IOS devices-iPhone, iPad, iPod touch on call.
- Enriched customer experience by guiding them through Setup, Restore, reset, and update of all IOS devices.
- Advise/educate Apple product users to the proper used of Apple IOS products.
- Arranged and setup appointments for customers experiencing hardware repair issues with the Apple Retail Store and/or the Apple Authorized Service provider.
Education
Associate of Science - Information Technology
IICS-MPD
Monrovia, Liberia 12.2001
Bachelor of Arts - Sociology And Anthropology
University of Liberia
Monrovia, LiberiaSkills
- Hardware and Software Repair
- Help Desk Support
- Troubleshooting Network Issues
- Remote Technical Support
Timeline
IT Senior Analyst
HCL Technologies
06.2020 - Current
IT Analyst
HCL America
08.2016 - Current
Live Chat Agent
HCL America
08.2016 - Current
Tier 1 IOS Technical Advisor
Volt/VMC
08.2015 - 01.2016
Associate of Science - Information Technology
IICS-MPD
Bachelor of Arts - Sociology And Anthropology
University of Liberia