Ibrahim Worneh
Network System Administrator
Surrey,English
Summary
Friendly Help Desk Technician with 2 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket.
Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
1
1
year of professional experience
1
1
Certification
1
1
Language
Work History
IT Help Desk Technician
IT Connect
02.2022 - 02.2023
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Translated complex technical issues into digestible language for non-technical users.
- Generated reports to track performance and analyze trends.
- Monitored systems in operation and quickly troubleshot errors.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
- Increased system efficiency through the implementation of proactive maintenance measures and regular updates.
- Configured and tested new software and hardware.
- Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
- Proficient in network and Security administration tools and protocols (e.g., Cisco, TCP/IP, DHCP, DNS LAN/WAN,Paolo Alto, Fortigate, spunks windows Sever 2022 AWS, Azure, VPNs).
Education
Diploma Computer Information System Support - Information Technology Infrastructure
British Columbia Institute of Technology
Burnaby, BC 05.2001 -
Skills
Technical issues analysis
Mozy Online Backup
Interpersonal Skills
VoIP Support
Network configuration
Ticket management
System optimization
Desktop support
LAN/WAN
CCNA Certification
VPN Configuration
Server Administration
Call Center Operations
Certification
CCNA
Timeline
CCNA
01-2024
IT Help Desk Technician
IT Connect
02.2022 - 02.2023
Diploma Computer Information System Support - Information Technology Infrastructure
British Columbia Institute of Technology
05.2001 -