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Click here or scroll down to respond to this candidateCandidate's Name Magassouba AWS, A+.North America Email: EMAIL AVAILABLE Mobile PHONE NUMBER AVAILABLESOFTWARE Audit Remote Support CUSTOMER SERVICE Hardware maintenance Issue Management SOFTWARE INSTALLATION & MANAGEMENT USER TRAINING & DOCUMENTATION and INCIDENT MANAGEMENT BilingualHighly motivated and detail-oriented End Support Analyst with over 10 years of experience in providing exceptional technical support and troubleshooting for end-users. Proficient in managing IT issues related to hardware, software, networks, and mobile devices. Strong problem-solving skills, with a proven track record of diagnosing and resolving complex technical problems in a fast-paced environment. Adept at customer service and communication, ensuring a positive user experience while maintaining system integrity. Seeking to leverage expertise in IT support, system administration, and issue resolution to contribute to a dynamic technical support team.Technical SupportSystem AdministrationIssue management.Knowledge Software & hardwareTicketing Systems:Fluent in FrenchTroubleshootingAnalysis and critical thinking.Professional ExperienceEnd User Support Analyst April 2023 to PresentSAVISTA, Alpharetta- GAPlans, coordinates, and provides on-site technical support and problem resolution to include but not limited to: Windows, office, Outlook, iPhone, iPad, Apple Mac, meeting management, event support.Leverages Customer Support Management system to open case for customer, research common answer, resolve issues and questions, and document case notes as needed.Resolve customer inquiries via phone, online, or other support channels.Provides support to executive meetings off site and as necessary their home offices.Provides executives and their administrative staff/ introductions to new technologies Builds, leverages, and maintains effectives alliances across technical and business community to achieve efficient, effective results multi-tasks and prioritizes in accordance with business priorities and executive availability requirements.Use customer service competencies to actively listen, effectively communicate, solve problems, show empathy, and work efficiently in different systems and support channels.Maintains ownership of customer problems until a mutually satisfactory resolution is obtained.Maintains relevant knowledge centered services training and certification.Use knowledge to resolve customer issues and questions, ensuring accuracy and quality of information.Train users on how to handle basic tasks, provide basic orientation and ad-hoc as required.Provides, on a timely basis, network credential and email account administration, adding/modifying/extending/ suspending accounts and authentication to customer network resources and repositories, using the customer On-boarding system and MS Exchange.Troubleshoot and support standard desktop software environment. O/S, systems, and toolsUnpack, configure, install, connect, test, troubleshoot and repair PCs, laptops, printers etc.Installs, configures, and operates networking system, maintains the companys security systems, and provides beneficial technological support to colleagues.Field Support Services Analyst June 2016 to April 2023Veritiv Corp, Sandy Springs- GAProvided technical support on company internal applications including Web applications of Microsoft packages and software updates.Provided end user support, troubleshooting PC and printer issues.Provided technical and functional documentation to verify Application and Software functionality.Implemented documented standards to ensure consistent testing of all data network elements, and work with Network Engineers to ensure proper testing methodology, results, and documentation.Provided networking, system configuration support and file backup support.Assigned tickets to employees within the IT Department through ServiceNow ticketing System.Managed users account issues in Active Directory.Managed IT portion of projects to achieve department and company goals by coordinating with other engineers, other departments, and the Veritiv Project Office.Suggested ideas to make sure the well-organized running of Field support team.Troubleshot various technical issues dealing with printers, network, and phone systems.Troubleshot, applications such as IT Suite, Compass, Salesforce, VOS, Cisco Webex and Cisco Jabber, Cisco AnyConnect security mobility client on a Windows 7 OS platform and Microsoft team.Troubleshot and setting up MFA Authenticator for users and assist them connecting.Installed Webex meeting tools for Outlook and trained users how to use it.Provided client setup and maintenance of voice mail and voice equipment utilizing Cisco Unity and Call Manager. Area including the C-Suite personnel.Installed, configured, and supported company hardware and software upgrades.Assisted in network planning engineering, architecture, and the development of technical standards, including the development and distribution of operating procedure documentation.Coordinated IT interns, ensuring that all policies and procedures were followed.Technical Support Specialist September 2014 to March 2016Brand.com, Philadelphia PAMaintained all systems, applications, security, and network configurations.Enhanced customer experience by identifying, recreating, and tracking customers issues for faster and accurate resolution.Conducted IT inventory and recorded all phone calls generated by employees.Trouble-shouted daily networking issues such as TCP/IP and DNS.Managed time efficiently, balancing tasks and priorities.Coordinated advanced client service requests for infrastructure, voice, and network equipment.Configured and maintained control of file servers and VPN gateway.Assisted customers with their software support needs, including but not limited to Windows XP/7 Microsoft.Worked with other Customer support team members to create support documentation to be used within the department and general documentation to provide instructional information through Service Desk Plus Application.Assisted with replacement and repairs of computer equipment, printers, scanners, and peripherals. This May require heavy lifting, climbing, sitting for prolonged periods and in confined positions.Provided customer support on escaladed technical inquiries for customers.Provided advanced technical support on projects for voice, video, and data systems, including but not limited to LANs, and WLANs; Voice over IP, Wireless Access Points; and converged networks.Provided technical knowledge training /support to less-experienced personnel by providing guidance and performing periodic scheduled training sessions at the direction of management.Designed and implemented network (voice and data) equipment layouts in all Brand.com communications rooms.Other duties as assigned.Router IOS Backup and RecoveryResponsible for the regular back up and restoration of all critical assetsEnhanced product adoption by identifying logging and tracking product features and enhancements reported by customers.Educationbachelor of Science Computer Networking SecurityWilmington University, New Castle Delaware, 2014CERTIFICATIONAWS Certified Cloud Practitioner 2022AZ-900 Azure Fundamentals Certified 2022AZ-104 Microsoft Azure Administrator 2022A+ and Network+ Certified 2017 |
