Joseph Adakpor
Freelance IT support at Individual / Small and medium enterprise SME support
Business Administration at Nexford University
South Africa
Hi, I'm Joseph Adakpor!
Freelance IT support at Individual / Small and medium enterprise SME support
Experience Network support engineer with a strong background in Executing efficient technical assistance and support to end-users | With the knowledge of various hardware / software / network infrastructure and troubleshooting procedure. I am skilled in diagnosing and resolving technical issues, both remotely and on-site, ensuring minimal disruption to business operations. I am proactive in staying updated with the latest technologies and trends in the IT industry. Additionally, I provide server and network support to numerous clients. The support ranged from Physical and Virtual Infrastructure, Exchange, Active Directory, SCCM, DNS, DHCP, SCOM, Print Servers, Role installations, Patching, Availability and Performances troubleshooting.
Experience
Dimension Data
Network Support Engineer
February 2018 - March 2021
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
WNS Global SA
Senior Associate – Operations
July 2015 - February 2018
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
Education
Business Administration
Nexford University
Graduating in 2027
Certificates & Badges
No certificates or badges added
Projects
No projects added
Languages
English
Professional
Skills
Customer Relationship Management
Networking
Project Management
Active Directory
IT Help Desk Engineer
Troubleshooting Technical Issues
TCP/IP
WAN
LAN
Installation & Configuration of Computer & Peripherals
VPN
Systems Administrator
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