DERICK BULABA KAYEMBE

• Provides front-line 1 support over LAN, WAN, and WiFi networks
• Create, Add, and Remove Users on Active Directory (Window Server 2016)
• Provides support on various operating systems, software applications, devices, and tools
• Deploying Virtual Private Network (VPN), Global Protect, and VIP Manager to users' machines
• Reset and unlock passwords for Windows and SAP account users
• Creating and giving users account access on CISCO Infrastructures Management
• Monitor, maintain, track updates, and report Service Desk queues
• Deploying software to users' machines (remotely)
• IT support for users
• Hardware and software configuration of user workstations
• Setup Outlook & email accounts
• Receives, validates and records customer requests and captures request details
• Analyzes and interprets calls ensuring that the classification, prioritization, and escalation of requests are correct
• Assume responsibility for incident management in accordance with ITIL standards and best practices.
• Responsible for managing calls until they are resolved under the SLA
• Performs tests and troubleshoots as needed until resolution

- Log and update tasks & comments on tickets. Answer telephones & handle designation.

- Check quality of ticket updates & escalate ticket issues to next level.

- Handle major event notifications on email, phone calls & messages.

- Categorise & subcategorise information. Own, resolve & close tickets. Monitor the SLA & alarm.

- Dispatch FST, coordinate it for access & arrival and troubleshoot issues using FST.

- Create & follow up with Vendor tickets, communicate with vendors & escalate vendor issues.

- Confirm Site meetings. Configure levels. Update site contacts.

Handle customer & champion escalation.

- Assisted customers in identifying issues and explained solutions to restore service and functionality.

- Collaborated with supervisors to escalate and address customer inquiries or technical issues.

- Used ticketing systems to manage and process support actions and requests.

- Translated complex technical issues into digestible language for non-technical users.

- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.

- Set up Outlook & email accounts

- Perform Ethernet cabling (Straight, crossed and reversed) and RJ45 (cabling) for different labs

- Provide technical remote support to both hardware and software users.

- Printer maintenance

- Installation and Configuration (printers, scanners, projectors and overhead projectors)

• Maintained office PCs, networks and mobile devices.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
• Corrected connectivity faults to restore user access to local networks, cloud-based storage and public web.
• Provide technical support to customers or remote support
• Install software and hardware and troubleshoot networks

• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Installed, modified, and repaired software and hardware to resolve technical issues.
• Explained technical information in clear terms to non-technical individuals to promote better understanding.
• Configured hardware, devices, and software to set up work stations for employees.