Rahmat Jimoh
Richmond
Summary
Certified CompTIA Security+ Help Desk Specialist with 4 years of experience, and a strong background in the installation and maintenance of software and hardware. Trained to deliver an exceptional level of customer service in IT support. Ready to take four-plus years in the field to repair, modify, install, and advise in the management of software and hardware.
Overview
6
6
years of professional experience
4
4
years of post-secondary education
Work History
Help Desk Specialist
DXC Technology
New York
05.2022 - Current
- Manage and resolve tickets using ServiceNow and Zendesk, ensuring efficient tracking and communication of issue resolution.
- Provide expert-level support and troubleshooting for issues related to Windows, macOS, and Linux operating systems.
- Assist users with issues related to Adobe Suite applications and Microsoft Office 365, including installation, configuration, and functionality problems.
- Coordinate and support the technical aspects of merchandising resets, ensuring all digital signage and software operate flawlessly.
- Utilize ServiceNow as the primary help desk ticketing system to streamline the tracking and resolution of user requests. Implemented efficient workflows to prioritize and address tickets promptly, optimizing service delivery.
- Monitor and manage network settings including TCP/IP, DNS, and DHCP configurations.
- Prepare and present regular reports on help desk operations and unresolved issues to the management team.
- Deliver exceptional customer service by being an easy learner and tech-savvy point of contact for all technical inquiries and issues.
- Leverage excellent leadership skills to guide and mentor junior help desk staff, promoting a team-oriented environment.
Help Desk Specialist
Epsilon
New York
03.2020 - 04.2022
- Familiar with procedures for IT assistance in LANs, routers, peer-to-peer file sharing, connectivity of remote desktop servers, TCP/IP networking, and more.
- Supported and troubleshooted VPN access for remote users, ensuring secure and stable connections.
- Answered calls, responded to emails, and provided help desk support to clients using various operating systems, such as Windows, iOS, and Linux.
- Conducted training sessions for staff on new software applications and hardware troubleshooting techniques.
- Supported merchandising reset activities by ensuring all related technical equipment and software are configured and functioning correctly.
- Recorded, tracked, and updated support interactions using the company's ticketing system to help with software development.
- Received consistently positive feedback from clients for clear communication and effective problem-solving, contributing to a 30% increase in customer satisfaction ratings.
- Optimized Microsoft 365 Administration to facilitate efficient and seamless communication with colleagues and clients.
- Resolved network connectivity issues using network testing hardware.
Education
Bachelor of Science - Human Kinetics And Health Education
Kwara State University
Ilorin,Nigeria , Kwara State 05.2012 - 09.2016
Skills
- Windows
- MacOS
- Linux
- Microsoft Office Suite
- Adobe Suite
- ServiceNow
- Zendesk
- Merchandising reset
- Microsoft Office 365
- PCs
- Macs
- Mobile devices
- Network printers
- TCP/IP
- DNS
- DHCP
- VPN
- Excellent leadership skills
- Great customer service/ relations
- Strong organizational skills
- Easy learner
- Tech savvy
Websites
Personal Information
Title: HELP DESK SPECIALIST/ANALYST
Timeline
Help Desk Specialist
DXC Technology
05.2022 - Current
Help Desk Specialist
Epsilon
03.2020 - 04.2022
Bachelor of Science - Human Kinetics And Health Education
Kwara State University
05.2012 - 09.2016