Louis O. Ewere

Engaged in user support interactions via telephone, and email platforms.

• Resolved 90% of all tickets and escalated tickets when needed.
• Entered service tickets and incident tracking system to facilitate faster problem identification and resolution.
• Responded to user operational issues with desktop computers, laptops, and mobile electronic devices to enable problem resolution.
• Addressed user customer service concerns and decided when to escalate problems to specialist team members.
• Diagnosed and resolved end-user system functionality issues to enable the completion of desired operations.
• Answered user product attribute and usage questions to promote a satisfactory product ownership experience.

• Configured hardware, devices, and software to set up workstations for clients.
• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions
• Used ticketing system and CRM to track and resolve open customer issues.
• Managed installation, upgrade, and deployment projects and provided on-site direction for network engineers.
• Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity.
• Configured and tested new software and hardware
• Worked with professional service on Azure deployment projects.

• Created help desk tickets, troubleshot, and resolved desktop issues.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Answered questions and provided information to customers about new software or hardware.
• Managed backup and recovery of valuable data assets to safeguard the availability and comply with applicable regulations.
• Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.
• Identified potential sales and cross-selling opportunities in course of delivery of support services.

• Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
• Patched software and installed new versions to eliminate security problems and protect data.
• Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks. Resolved 90% of all calls.
• Collaborated with vendors to locate replacement components and resolve advanced problems.
• Identified potential sales and cross-selling opportunities and informed my supervisor
• Removed malware, ransomware, and other threats from laptops and desktop systems.

• Created help desk tickets, troubleshot, and resolved desktop issues.
• Provided Tier 1 IT support to non-technical internal users through desk-side support services.
• Answered questions and provided information to customers about new software or hardware.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Identified potential sales and cross-selling opportunities in the course of delivery of support services.
• Responded to faults in both LAN and WAN networks to rapidly restore connectivity and prevent unnecessary downtimes.