Quakers Robert Biokpo

Quakers Robert Biokpo Nicosia Cyprus +90 --om SUMMARY SKILLS IT Help Desk Specialist with 6+ years of hands-on experience Customer Service-Oriented. delivering technical support, managing IT operations, and Product and service expertise. supporting users with a variety of technical issues. Skilled in Strong working relationships and aligning end-user needs with long- term resolutions to complex IT challenges. collaboration skills. Ability to explain technical concepts to users. EXPERIENCE Technical expertise and understanding Cinfores Limited. - IT Help Desk Technician April 2017 - May 2019 ​ Provided internal tier one and two support for the hardware, website, CRM & SAP software issues for employees on and off-site. LANGUAGES Provided first-line technical support when handling calls, in order to provide time-of-call resolution to calls whenever possible. Carried out a prescribed program of system performance monitoring, measurement, management, and capacity planning for computer systems, to support a proactive approach to meeting changing system demands. Assisted in the maintenance of the service desk knowledge base. Checking (called and/or e-mailed) with users on tickets that were escalated to company support groups. Communicating with the company support groups to update, expedite resolution of a ticket, and resolve tickets. Creating and managing users via Active Directory, Office 365, cPanel, G Suites system. Providing support for employees across the company. English Rivers State Public Service Management Information System. — Senior Technical Support June 2019 - Till Date Provided technical support to customers via telephone, email, live chat, remote connection, personal assistant, and through SCSM ticketing system. Created help desk documentation with step by step instructions on how to resolve some of the most common computer problems. Helped customers identify and resolve issues regarding general computer problems, printing, internet access, emails, network drives, remote connections, smartphone settings, etc. Prioritized and responded to help desk tickets using proper recording practices. Consistently meet call handling goals by closing an average of 51 calls per day with an 80% first call resolution ratio Conduct troubleshooting to resolve IT-related and application issues for 100+ users Provide clients with information on available upgrades and troubleshoot computer-related problems for internal and external clients Diagnosed and resolved a range of software, hardware, and connectivity issues while delivering technical training on hardware/software to end-us. EDUCATION Cyprus International University, Nicosia — Msc Management Information System. September 2022