Summary
Overview
Work History
Education
Skills
Timeline
Generic
Male Erisa

Male Erisa

IT TECHNICIAN
Kampala

Summary

Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Creative Technical Support Representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction. Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Detail-oriented Job Title with extensive experience in telecommunications, retail and customer service. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier 2 and 3 support knowledge. Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Astute Job Title with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals. Detail-oriented team player with strong organizational skills. Ability to handle multiple projects simultaneously with a high degree of accuracy. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills. Hardworking and passionate job seeker with strong organizational skills eager to secure entry-level Job Title position. Ready to help team achieve company goals.

Overview

4
4
years of professional experience

Work History

IT Support Specialist

Office Of Prime Minister
Kampala
06.2015 - 10.2019
  • Offered new customers training to reduce frustration and improve customer satisfaction.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
  • Developed and tested new product offerings prior to release to assist development team in bug identification.
  • Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
  • Used ticketing systems to manage and process support actions and requests.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Assisted customers in identifying issues and explained solutions to restore service and functionality.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Updated software to safeguard against security flaws.
  • Delivered onsite technical support for Number employees.
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
  • Answered questions and provided information to customers about new software or hardware.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Assigned system permissions and set up computers to assist with onboarding new employees
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Managed high levels of call flow and responded to Type technical support needs.
  • Collaborated with supervisors to escalate and address customer inquiries or technical issues.
  • Translated complex technical issues into digestible language for non-technical users.
  • Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Researched product and issue resolution tactics to address customer concerns.
  • Documented support interactions for future reference.
  • Configured hardware and granted system permissions to new employees.
  • Monitored systems in operation and quickly troubleshot errors.
  • Explained security measures in simple terminology to help users understand malware and phishing threats.
  • Assisted with updating technical support best practices for use by team.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Identified potential sales and cross-selling opportunities and informed supervisor.

Education

Bachelor Of Science In Computer Science[BSCS - Computer Science

Makerere University
Kampala
06.2017

CCNA/CISCO - Introduction To Networking

Makerere University
Kampala
02.2017

Advanced International Diploma In Computer Engineering - Computer Engineering Technology

New Horizon Computer Leraning Centre
Kampala
10.2013

Skills

Technical equipment inspection

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Timeline

IT Support Specialist

Office Of Prime Minister
06.2015 - 10.2019

Bachelor Of Science In Computer Science[BSCS - Computer Science

Makerere University

CCNA/CISCO - Introduction To Networking

Makerere University

Advanced International Diploma In Computer Engineering - Computer Engineering Technology

New Horizon Computer Leraning Centre
Male ErisaIT TECHNICIAN