Jason Ambe Chefuh

• Provided technical support via email, calls, and live chat to millions of end users, achieving a 95% customer satisfaction rate
• Troubleshot and resolved a variety of technical issues including system crashes and application errors
• Conducted remote support sessions and managed user profiles and access in databases
• Implemented IT solutions that increased system efficiency and reduced downtime by identifying recurring problems and addressing their root causes
• Acted as a liaison between technical and non-technical departments to ensure all staff are equipped with necessary IT resources and training
• Diagnose and resolve technical issues related to computer core products, including hardware, software, and network problems
• Document customer interactions, issues, resolutions, and follow-ups in our helpdesk system with detailed end-user identification and problem details
• Escalate unresolved issues to the appropriate internal teams or experienced analysts when required
• Stay updated on product updates, features, industry trends, and the latest IT innovations
• Assist in training customers and employees on product usage, new software, tools, and cybersecurity best practices
• Collect and report customer feedback to improve products and processes, ensuring service levels are maintained
• Ensure all customer issues are resolved satisfactorily with post-resolution follow-ups
• Prioritize and schedule incoming trouble tickets for investigation and resolution
• Provide hands-on technical support and troubleshooting for IT infrastructure issues in person, over the phone, via email, and using remote support tools
• Apply diagnostic utilities and knowledge of software and hardware supported by the organization to aid in problem resolution.

• Handled inbound and outbound calls resolving issues related to software, hardware, and network connectivity
• Developed and delivered training materials for new software applications and best practices
• Monitored help desk tickets and assisted with deployment and maintenance of software updates
• Provided support for IT security measures, including virus mitigation and firewall management, to protect systems and data
• Assisted in the planning and execution of system upgrades and backups, ensuring data safety and minimal service interruption
• Perform system and application installations, configurations, maintenance, and evaluations to ensure data security and integrity
• Manage user accounts, permissions, email setups, and collaboration tools
• Oversee inventory management of software and hardware components and manage relationships with external IT vendors and service providers
• Document IT processes, procedures, troubleshooting steps, and maintain accurate documentation and ticketing systems
• Partner with HR on the onboarding and offboarding of employees and support IT-related projects and initiatives
• Monitor the performance of computer systems and IT infrastructure to continuously improve system performance and management based on incidents
• Develop help sheets and proactive documentation to minimize user errors and enhance user competence
• Conduct incident identification, recording, classification, initial support, investigation and diagnosis, resolution and recovery, and incident closure
• Analyze complex problems with a high level of accuracy and provide effective solutions with a customer-centric approach
• Maintain current knowledge of products, services, and relevant legal, regulatory requirements to manage risk within acceptable limits.

• Supported end users with technical issues, achieving a 98% ticket resolution rate
• Assisted in the setup and configuration of new workstations and educated users on best practices
• Facilitated smooth hardware and software migrations which improved system performance and user satisfaction
• Offered after-hours support for critical issues, enhancing system reliability and availability outside of normal business hours
• Evaluate documented resolutions and analyze trends to prevent future problem occurrences and improve operational effectiveness
• Execute work to deliver timely, accurate, and efficient service and complete complex tasks within given rules/limits
• Take full responsibility for applications by monitoring, coordinating, and reporting on all events affecting the applications
• Proactively manage and address support tickets in the team queue and maintain architectural documentation related to the platform
• Research and analyze problem tickets, make and implement changes, and coordinate development efforts to meet timelines
• Ensure all changes are implemented into production without generating foreseeable incidents
• Assume regular and troubleshooting duties of other department members in their absence
• Participate in 24x7 on-call responsibilities and provide emergency support
• Provide technical support for cybersecurity measures, copiers, printers, scanners, label printers, audio-visual systems, and video conferencing software
• Foster trust and confidence by taking ownership of support issues, offering friendly and accurate resolutions.

GPA: 3.56

GPA: 2.73