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Felix A. Damissah
Information Technology Support
Summary
Dedicated information technology support professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
5
5
years of professional experience
5
5
years of post-secondary education
Work History
Information Technology Support Semi-Senior
Ernst and Young (EY)
Lagos
09.2017 - Current
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Translated complex technical issues into digestible language for non-technical users.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Promoted efficiency among departments with prompt resolution of system issues.
- Assisted with updating technical support best practices for use by team.
- Managed high levels of call flow and responded to crititical technical support needs.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and LAN.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Submitted service tickets for equipment maintenance requests.
- Used ServiceNow to manage and process support actions and requests.
Education
B.Ed - Geography
University Of Ibadan
Ibadan, Nigeria 02.2009 - 12.2013
IT Essentials And Professional Certificate - Hardware, Software And Networking
CISCO NETWORKING ACADEMY
Osun, Nigeria 07.2009 - 11.2009
EY Badge - EY Cybersecurity
Udemy
01.2021 - 02.2021
Cerificate - Google IT Support Professional
Coursera
Online 08.2022 - 09.2022
Skills
Technical issues analysis
Data recovery
Software diagnosis
TCP/IP
Desktop support
Issue troubleshooting
Technical Support
Network diagnostics
User credential management
Microsoft Outlook
Windows 10
Account management
Technical documents comprehension
PC component diagnostics
Ticket support system management
Complaint resolution
Application support
Wide-area Networks
Staff education and training
Support scenario generation
Accomplishments
- Best IT support in EY Nigeria award in FY22
- Increased number of resolved job tickets by 90% over previous year.
- Contributed to a reduction in operational costs of 60%.
- Contributed to the network team in migration from SDWAN devices for Nigeria as a part of OneNet 2.0 implementation program
Software
Strong customer and service orientation combined with good manners and good communication and teamwork skills
Profound knowledge in Incident -Management and Resolution
Demonstrate excellent attention to detail
Fluent English skills (in speaking and writing)
Timeline
Cerificate - Google IT Support Professional
Coursera
08.2022 - 09.2022
EY Badge - EY Cybersecurity
Udemy
01.2021 - 02.2021
Information Technology Support Semi-Senior
Ernst and Young (EY)
09.2017 - Current
IT Essentials And Professional Certificate - Hardware, Software And Networking
CISCO NETWORKING ACADEMY
07.2009 - 11.2009
B.Ed - Geography
University Of Ibadan
02.2009 - 12.2013
Travelling and outdoor games
- Travelling helps me connect with new people, which helps to improve my interpersonal skills.
- Based on the geography we meet people from various races, regions. It helps to understand their background and connect with them. This acquired skill helps when we work with a distributed global team.
- Travelling makes me independent and build my confidence.
- It's like food for the soul which is necessary to de-stress and then get back to my day job with new renewed vigour.
Travelling and outdoor games
- Travelling helps me connect with new people, which helps to improve my interpersonal skills.
- Based on the geography we meet people from various races, regions. It helps to understand their background and connect with them. This acquired skill helps when we work with a distributed global team.
- Travelling makes me independent and build my confidence.
- It's like food for the soul which is necessary to de-stress and then get back to my day job with new renewed vigour.