Joseph Adakpor

Help Desk and Technical support Malware LAN-WAN Systems Administrator

Help Desk and Technical support Malware LAN-WAN Systems Administrator

Execute efficient first-line troubleshooting Exchange SCCM DNS DHCP Active Directory Network Security VPN Help Desk support and servers

Execute efficient first-line troubleshooting Exchange SCCM DNS DHCP Active Directory Network Security VPN Help Desk support servers

Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Ask clients targeted questions to quickly understand the root of the problem Track computer system issues through to resolution, within agreed time limits Talk to clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g., software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Network event monitoring 24/7, 365 shift work rotation, Performing proactive and reactive monitoring services. Timely responses to incidents, outages, and performance alerts Priorities incidents, Perform efficient first-line troubleshooting Escalating calls to engineers when needed

Technical support for DSL, Fiber, and Telkom ISP clients Help Desk Support TCP/IP Network Security Cisco system products

Technical support for DSL Fiber Telkom ISP clients Help Desk Support TCP/IP Network Security Cisco system products

Field Technician Interactions Obtain minimum Quality Assurance score in line with client SLA Answer customer calls within agreed client SLA ensuring excellent customer service Facilitate New Order Processing Facilitate information updates; Provide technical support of DSL, Fiber and Telkom ISP customers Provide desktop support Provide DSL, Fiber and number testing Resolve Field technician queries, provide information and/or technical support where required to ensure first call resolution targets Ensure all calls are resolved within agreed AHT Policy and process adherence Adherence to schedule Adherence to all call Centre policies, procedures and codes of conduct Meet minimum attendance requirements Administration Escalate queries following the standard process where necessary Record and update all customer information accurately where necessary Ensure accurate after call notes are recorded

Malware LAN-WAN Systems Administrator Help Desk Support

Malware LAN-WAN Systems Administrator Help Desk Support