Summary
Overview
Work History
Education
Skills
Language
Certification
Timeline
Generic

Bernard Kokori O.

Ottawa,ON

Summary

Talented System Service Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call. Versatile System Service Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products. Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems. Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.

Overview

5
5
years of professional experience
1
1
Certification

Work History

IT Services Support Specialist

SP Data
04.2023 - Current
  • Use ticketing systems to manage and process support actions and 50 requests per week.
  • Translate complex technical issues into digestible language for non-technical users.
  • Assist 20 customers per day in identifying issues and explained solutions to restore service and functionality.
  • Resolve diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
  • Perform and document support interactions for future reference.
  • Configure hardware and granted system permissions to new employees.

System Service Representative

Femtech Engineering And Integrated Services Ltd
06.2019 - 05.2022
  • Responded to 25 customer inquiries via phone, email, or in-person regarding system issues.
  • Diagnosed and troubleshoot technical problems, providing timely and effective solutions.
  • Installed, configured, updated software or hardware systems.
  • Documented technical issues, resolutions, and system configurations accurately.
  • Investigated and resolved customer inquiries and complaints quickly.
  • Met customer call guidelines for service levels, handle time and productivity.
  • Increased efficiency and team productivity by promoting operational best practices.
  • Collaborated with various team to resolve complex issues or escalate problems.
  • Followed up with customers about resolved issues to maintain high standards of customer service.
  • Stay informed about new technologies and updates relevant to various systems being supported.
  • Maintained positive and professional attitude while delivering high-quality customer service.

Education

Professional Development Institute - Cyber Security Architect

University of Ottawa
Ottawa, ON
07.2024

Junior IT Analyst Program - Junior IT Analyst Program

Npower Canada
Toronto, ON
12.2022

Graduate Certificate - Computer Science

Classic Systems Infotech Ltd.
05.2019

Bachelor of Science - Geography (Human)

Obafemi Awolowo University
Ife
07.2012

Skills

  • User Support
  • Technical Support
  • Hardware Diagnostics
  • Software Diagnosis
  • Customer Service
  • Desktop Support
  • Issue Troubleshooting
  • Appointment Scheduling
  • Product Troubleshooting
  • Customer Service Expert
  • Software Installation
  • Technical Documents Comprehension

Language

English
Full Professional

Certification

CompTIA A+ Certification

IBM SkillsBuild, Cybersecurity Fundamentals, Cyber Security Operations and Technology Solution, CompTIA Cybersecurity Analysis, Risk Management, Cloud Security.

Google IT Support Professional Certificate

Timeline

IT Services Support Specialist

SP Data
04.2023 - Current

System Service Representative

Femtech Engineering And Integrated Services Ltd
06.2019 - 05.2022

Professional Development Institute - Cyber Security Architect

University of Ottawa

Junior IT Analyst Program - Junior IT Analyst Program

Npower Canada

Graduate Certificate - Computer Science

Classic Systems Infotech Ltd.

Bachelor of Science - Geography (Human)

Obafemi Awolowo University

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Bernard Kokori O.