MERIME JUNIOR DJOUMESSI ZEBAZE
IT SUPPORT TECHNICIAN
ABU-DHABI
Summary
A motivated IT Support Technician seeks a new position in a dynamic, growth-oriented company focused on cultivating an exceptional customer experience and a positive work environment. Experience handling network issues, implementing new software, installing new hardware, and resolving user issues. Brings attention to detail and a dedication to technical improvement in every job. Past accomplishments include selecting and implementing new network architecture components, obtaining industry-leading certifications, and driving the achievement of departmental goals. Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Overview
4
4
years of professional experience
3
3
years of post-secondary education
1
1
Certification
4
4
Languages
Work History
IT Services Support Specialist
RASHID COMPUTER TRADING LLC
ABU-DHABI
03.2022 - 11.2022
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Submitted service tickets for equipment maintenance requests.
- Promoted efficiency among departments with prompt resolution of system issues.
- Configured hardware and granted system permissions to new employees.
COMPUTER SUPPORT TECHNICIAN LEVEL 3
VEXAC
DOUALA
07.2020 - 02.2022
- Worked with customers to understand needs and provide excellent service.
- Drove operational improvements which resulted in savings and improved profit margins.
- Receive help tickets from 300 users per month across campus and delegate tasks to appropriate department personnel.
- Provide telephone and online support to users of the campus wide area communication network to facilitate the efficient operation of IT resources, 65% improvement in user satisfaction.
- Provide troubleshooting solutions to departments and console operators experiencing difficulties with software, hardware and network connectivity.
- Implement improved evaluation and analysis techniques to pursue the achievement of identified departmental objectives.
- Improve team and IT performance to meet management expectations and relevant standards.
COMPUTER SUPPORT TECHNICIAN , LEVEL 2
VEXAC
DOUALA
01.2018 - 12.2019
- Patched software and installed new versions to eliminate security problems and protect data.
- Learned from IT professionals to meet the support needs of a rapidly growing technology company serving more than 100,000 customers worldwide.
- Discovering innovative solutions to common and exceptional problems identified on help tickets assigned by the team supervisor and/or department manager.
- Communicate with company representatives and vendors to identify IT products that would support and improve department and company operations.
- Assisted in the implementation of 12 new hardware and software solutions within the company to improve workflow and customer service delivery.
- Support provided to users to learn new technology assets to support existing operations and enable workflow expansion.
FIELD IT SUPPORT TECHNICIAN
VEXAC
DOUALA
09.2017 - 12.2017
- Took 10 help ticket tasks assigned daily by IT supervisor and recorded ticket results for reporting and record keeping.
- Work closely with IT team members and supervisors to improve troubleshooting skills and situational analysis.
- Helped 40 users per week implement new software and network infrastructure to facilitate transition to new technology assets and planned operations.
- Support senior technicians with complex tasks and urgent achievements to meet customer expectations and user needs according to an identified schedule.
- Explain diagnostic results to customers and describe repair or service options.
Education
Bachelor of Science - COMRPUTER SCIENCES
UNIVERSITY INSTITUTE OF THE COAST
DOUALA 10.2017 - 07.2018
HIGHER NATIONAL DIPLMA - Computer Installation And Repair Technology
UNIVERSITY AND STRATEGY INSTITUTE OF THE ESTUARY
DOUALA 10.2015 - 07.2017
High School Diploma -
BEPANDA BILINGUAL HIGH SCHOOL
DOUALA 09.2014 - 07.2015
Skills
Technical issues analysis
Software diagnosis
Data recovery
Desktop support
PC component diagnostics
Windows 10
Technical Support
Application support
Ticket support system management
Issue troubleshooting
Customer service expert
Complaint resolution
Technical documents comprehension
Certification
MICROSOFT OFFICE 2013
Timeline
IT Services Support Specialist
RASHID COMPUTER TRADING LLC
03.2022 - 11.2022
COMPUTER SUPPORT TECHNICIAN LEVEL 3
VEXAC
07.2020 - 02.2022
COMPUTER SUPPORT TECHNICIAN , LEVEL 2
VEXAC
01.2018 - 12.2019
Bachelor of Science - COMRPUTER SCIENCES
UNIVERSITY INSTITUTE OF THE COAST
10.2017 - 07.2018
FIELD IT SUPPORT TECHNICIAN
VEXAC
09.2017 - 12.2017
HIGHER NATIONAL DIPLMA - Computer Installation And Repair Technology
UNIVERSITY AND STRATEGY INSTITUTE OF THE ESTUARY
10.2015 - 07.2017
High School Diploma -
BEPANDA BILINGUAL HIGH SCHOOL
09.2014 - 07.2015