Daniel Ezem
Regina,Saskatchewan
Summary
Results-oriented and customer-focused Service Desk Analyst with 3 years of experience providing exceptional technical support and issue resolution. Proven ability to diagnose and troubleshoot software, hardware, and network problems efficiently, ensuring minimal downtime. Strong expertise in utilizing ticketing systems and adhering to service level agreements (SLAs). Excellent communication skills and a patient approach to assist end-users in resolving technical issues. Committed to delivering exceptional customer service and contributing to the seamless operation of IT services.
Overview
6
6
years of professional experience
1
1
Certificate
Work History
Service Desk Analyst
WBM Technologies LP
01.2020 - Current
- Engaged in user support interactions via telephone, chat and email platforms. Resolved 50 plus tickets daily.
- Responded to user operational issues with desktop computers, laptops and mobile electronic devices to enable problem resolution.
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution and consistently meet or exceed agreed-upon service level agreements (SLAs).
- Identified system hardware, network infrastructure and connectivity issues that prevented execution of user-initiated tasks.
- Collaborated effectively with cross-functional teams, including network administrators and system engineers, to address complex technical issues and escalate problems when necessary.
- Received consistent positive feedback from users for outstanding customer service, technical proficiency, and ability to explain complex technical concepts in user-friendly manner.
Warehouse Associate
Loblaw Companies
05.2018 - 01.2020
- Worked safely around moving machinery.
- Prepared orders for shipment by systematically picking, packing and labeling merchandise.
- Inspected incoming and outgoing shipments to verify accuracy and prevent errors.
- Cleaned and maintained warehouse in compliance with OSHA safety standards.
- Wrapped pallets in shrink wrap prior to loading.
- Assembled orders and packed items for shipment, conveying orders to shipping personnel.
- Proficient in lifting and moving heavy items, utilizing safe lifting techniques and equipment. Lifted materials weighing as much as 25 - 50 lbs
Customer Experience Associate
Walmart Canada
12.2017 - 08.2018
- Asked customers questions to determine, verify and solve common problems.
- Looked for additional ways to expand products to customers by introducing new products and services.
- Drafted written correspondence and sent electronic information to customers regarding billing information and current promotions.
- Consistently lifted materials weighing as 25 - 50lb.
- Maintained key performance indicators and acceptable performance levels to support assigned customer base.
- Maintained up-to-date knowledge of product and service changes.
Education
Certificate - Telecommunications And Networking
Saskatchewan Polytechnic
Regina, SK12.2018
Bachelor of Science - Chemical Engineering
Nnamdi Azikiwe University
Awka NG07.2015
Skills
- Communication
- Teamwork
- Organizational Skills
- Empathy
- ITIL or ITSM framework Knowledge
- ServiceNow
- Salesforce
- Identity Management experience
- Microsoft Active Directory
- Responding to Technical Questions
- Information Security
- Remote Technical Support
- Networking LAN/WAN
- Windows OS
- Mac OS
- Hardware and Software Repair
Certification
- Telecommunications and Networking Certificate.
- Cisco IT Essentials - 2018
- HDI Support Center Analyst (HDISCA) - 2022
- freeCodeCamp Responsive Web Design - 2023
Timeline
Service Desk Analyst
WBM Technologies LP
01.2020 - Current
Warehouse Associate
Loblaw Companies
05.2018 - 01.2020
Customer Experience Associate
Walmart Canada
12.2017 - 08.2018
Certificate - Telecommunications And Networking
Saskatchewan Polytechnic
Bachelor of Science - Chemical Engineering
Nnamdi Azikiwe University
- Telecommunications and Networking Certificate.
- Cisco IT Essentials - 2018
- HDI Support Center Analyst (HDISCA) - 2022
- freeCodeCamp Responsive Web Design - 2023
References
Available upon request
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