Joachim Domdji Mbomback
Edmonton,AB
Summary
Innovative IT Support Specialist with years of experiences in selecting and setting up diverse technical equipment.
Troubleshoots highly technical, complex issues with ease and patience.
Delivers Tier 2 and 3 support knowledge whether in a face-to-face, remote or telephone setting.
Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
10
10
years of professional experience
Work History
IT Support Specialist
Standard Global Services
09.2019 - 03.2024
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite and remote technical support for multiple employees.
- Used ticketing systems to manage and process support actions and requests.
- Established strong working relationships with colleagues, fostering a collaborative environment that enhanced IT support delivery and efficiency.
- Managed and securing mobile devices (MDM
- Maintained IT systems and hardware (printers, computers,
phones and projectors) - Installed, configured and updated of hardware and software
- Created new user's accounts and added them to groups
- Configured of VPNs and web proxies
- Used of Active Directory and Azure AD for system access management.
- Connected machines to a network.
- Organized the return of broken equipment and repair them
- Configured data backup and restoration (Backup Exec).
- Writes installation, configuration and maintenance documents for equipment.
- Managed access using secure badge assignments to employees
- Participation in various projects related to networks and cyber security.
- Take inventory of computer equipment and place new orders if necessary
Multilingual Service Desk Analyst
Bristol-Myers Squibb
06.2015 - 07.2019
- As a multi-lingual, received calls from different countries, performed troubleshooting to resolve problems such as general Outlook365 issue, network and hardware issue using remote connectivity (via Skype and VPN) or when it is out of my competences, escalated to the appropriate level of support
- Resolved complex Field sales application (Veeva, Skype, Neo and Concur) or normal computing issues
- Organized the return of equipment to the depot by delivering UPS label to the users
- Prevented some technical fault on user’s equipment by running the update
- Most of all, logged and managed request and incidents using vitalize which is one of the important parts of my daily task
- Assisted site users in face to face technical I.T support
- Gave outstanding customer service in line with cultural expectations and customs.
IT Service Desk Technician
Lonza Arch Timber Protection
08.2014 - 05.2015
- Monitoring and maintaining computer systems as well as networks within organization
- Creating new users ID and setup (imaging) new computers
- Directly dealing with employees who have technical issues such as forgotten passwords, viruses and email issues
- Installing and configuring computer systems
- Diagnosing and solving hardware/software faults
- Testing and fixing faulty equipment such as printers and computers
- Logging employee queries, analysing call logs to spot trends and underlying issues.
Education
Bachelor of Arts - BSc (Hons) Computer Science
07.2014
Level 3 BTEC National Certificate - IT Technical Support And Computer Network
06.2008
Level 2 BTEC ICT Practitioner - IT Technical Support And Computer
06.2007
Skills
- Knowledge of Mobile Device Management (Airwatch, mobile
Iron, Microsoft Intune) - Knowledge of cyber security services
- Strong knowledge in (VPN, Active Directory, McAfee, Azure AD, Zscaler, Symantec, SentinelOne)
- Knowledge of firebreak configuration (Check point)
- Maintenance and servicing of IT tools
- Knowledge in remote control tools: Zoho Assist, Goto2Assis, Quick Assist, AnyDesk, Teams, TeamViewer
- Good knowledge in: Microsoft Office 365, Salesforce Veeva, Neo and Concur, Oracle, and Citrix
- Networking of equipment and windows network administration
Languages
Fluent French
Native or Bilingual
Fluent English
Full Professional
Fluent Russian
Full Professional
Volunteer Experience
2010-, STOP HATE UK, Website Administrator, Briefly describe your duties: uploading articles, images and photos to organisation website.
References
On request
Timeline
IT Support Specialist - Standard Global Services
09.2019 - 03.2024
Multilingual Service Desk Analyst - Bristol-Myers Squibb
06.2015 - 07.2019
IT Service Desk Technician - Lonza Arch Timber Protection
08.2014 - 05.2015
Beckett University Leeds – UK - Bachelor of Arts, BSc (Hons) Computer Science
Leeds College of Technology - Level 3 BTEC National Certificate, IT Technical Support And Computer Network
Leeds College of Technology - Level 2 BTEC ICT Practitioner, IT Technical Support And Computer
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