Alexander JOJO Sebuabe
IT Helpdesk Specialist, Infrastructure Help Desk Technician
Dubai,United Arab Emirates
Summary
Diligent and customer-focused IT Help Desk Specialist with a proven track record of delivering exceptional technical support and resolving complex issues in a timely manner. Proficient in diagnosing and troubleshooting hardware, software, and network problems. Skilled in providing effective solutions to enhance end-user productivity and satisfaction. Strong communicator with excellent problem-solving abilities. .
Overview
6
6
years of professional experience
3
3
years of post-secondary education
1
1
Certification
Work History
IT Helpdesk Specialist
Teleperformance Dubai
Dubai, UAE
01.2018 - Current
- Provided frontline technical support to end-users, addressing hardware, software, and network issues promptly and efficiently.
Diagnosed and resolved technical problems using remote desktop tools, email, and phone support, achieving resolution rate of 95% within SLA.
Implemented system enhancements and upgrades to improve overall performance and reliability, resulting in 20% decrease in support tickets.
Collaborated with cross-functional teams to develop and implement IT policies and procedures, ensuring compliance with industry standards and best practices.
Conducted user training sessions on IT best practices and software applications, empowering end-users to troubleshoot basic issues independently.
Documented troubleshooting procedures and solutions in knowledge base articles, facilitating knowledge sharing and improving team efficiency.
Conducted regular maintenance tasks such as system updates, antivirus scans, and hardware inspections to ensure system integrity and security.
Infrastructure Help Desk Technician
Teleperformance Dubai
Dubai
01.2018 - Current
- Provide technical support and assistance to end-users, troubleshooting hardware, software, and network-related issues
- Diagnose and resolve infrastructure-related problems, including server issues, network connectivity issues, and storage problems
- Monitor IT infrastructure components to identify and address potential issues before they impact business operations
- Respond to help desk tickets and service requests in a timely manner, ensuring accurate documentation and resolution of issues
- Collaborate with IT teams to implement infrastructure projects and upgrades, ensuring alignment with business goals and objectives
- Maintain inventory of hardware and software assets, including servers, networking equipment, and software licenses
- Assist in the development and implementation of IT policies, procedures, and best practices.
Education
High School Diploma - Information Technology
IPMC, College of Technology
Ghana 08.2013 - 05.2016
Skills
- Technical Troubleshooting
- Customer Service
- Remote Desktop Support
- ITIL Best Practices
- Hardware and Software Installation
- Knowledge Management
- System Maintenance
- Hardware upgrades
- Health and Safety at Work
- Communication skills
- Time management
Certification
- Cisco Certified Network Associate
- Networking Essentials Plus - MICTP
- CompTIA
Custom
Dedicated IT Helpdesk Specialist, Infrastructure Help Desk Technician with extensive experience in providing desktop infrastructure support. Adept at diagnosing and resolving technical issues, ensuring optimal performance and reliability of IT systems. Seeking to leverage technical expertise and customer service skills to contribute to the success of a dynamic organization.
Languages
English
Upper intermediate
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
IT Helpdesk Specialist
Teleperformance Dubai
01.2018 - Current
Infrastructure Help Desk Technician
Teleperformance Dubai
01.2018 - Current
High School Diploma - Information Technology
IPMC, College of Technology
08.2013 - 05.2016
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