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
undefinedCertification
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
MICROSOFT OFFICE 2013
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