Silverline Nkeyasen
Calgary,AB
Summary
Resourceful and efficient Network Analyst seeking a challenging role to leverage expertise in customer service, technical support, and network analysis.
Overview
4
4
years of professional experience
1
1
Certification
Work History
customer service
Apple Technical Support, KellyConnect
06.2023 - Current
- Provided exceptional, , addressing inquiries and resolving technical issues related to Apple products
- Achieved 95% first-contact resolution rate and consistently high customer satisfaction scores
- Utilized strong troubleshooting skills for diagnosing and resolving various technical issues
- Utilize cloud skills to assist users with iCloud-related concerns and seamlessly integrate Apple devices
- Leverage CCNA certification to troubleshoot and resolve network-related challenges
- Delivered expert technical support for Apple products, specializing in iOS and iMac
- Applied call center skills to address customer inquiries, troubleshoot issues, and provide exceptional service.
Network Support Analyst
Lion Technology Solutions
03.2020 - 05.2023
- Provided remote and on-site support for desktop and network-related issues for hundreds of managed services business clients.
- Identified networking problems using diagnostic testing software and equipment.
- Deleted and created user accounts and privileges through Active Directory
- Assisted users with connecting VoIP’s, printers and other output devices to the company network and internett
- Performed troubleshooting to correct computer hardware and software malfunctions
- Recommended new and replacement hardware and software purchases
- Provided technical support over the phone and in-person to resolve issues
Education
Certificate - Network System Specialist
Southern Alberta Institute of Technology (SAIT)
Calgary, AB05.2023
Accomplishments
- Proactive Learner: Quickly absorbed new information and technologies to stay current
- Achievements
- Automation Success (Ansible): Spearheaded Ansible implementation, resulting in a 30% reduction in manual tasks
- Customer Satisfaction (Apple Advisor): Achieved consistently high satisfaction scores, resolving 95% of issues on the first contact
- Efficiency Gains (Network Automation): Realized significant efficiency gains by automating network tasks.
Certification
Cisco Certified Network Associate (CCNA) 2022
SalesForce Admin from SalesForce 2022
IT Essentials, Cisco Networking Academy 2022
Linux essentials, Cisco Networking Academy 2022
Additional Information
Technical Skills
· Operating Systems: Windows, Mac OS, iOS, Linux
· Applications: Microsoft Office, Dynamics AX, Office 365, Active Directory
· Environments: Citrix, VMware, AWS
· Networking: CCNA certified, routing, switches, OSPF, VLAN, WAN, LAN
· Automation: Proficient in Ansible for IT process automation
· Cloud: Extensive experience with cloud platforms, ensuring seamless integration and data management
· Remote Support: Utilized Bomgar for efficient remote support
· Help Desk Application: Service Desk Plus, Zendesk, Apple Core
Professional Skills
· Customer Service Excellence: Consistently received positive feedback for providing excellent customer service.
· Analytical Problem Solver: Proven ability to analyze and solve complex technical issues efficiently.
· Collaborative Team Player: Worked effectively in team-oriented environments, contributing to project success.
· Detail-Oriented: Strong attention to detail in documentation and troubleshooting processes.
· Proactive Learner: Quickly absorbed new information and technologies to stay current.
Timeline
customer service
Apple Technical Support, KellyConnect
06.2023 - Current
Network Support Analyst
Lion Technology Solutions
03.2020 - 05.2023
Certificate - Network System Specialist
Southern Alberta Institute of Technology (SAIT)
Cisco Certified Network Associate (CCNA) 2022
SalesForce Admin from SalesForce 2022
IT Essentials, Cisco Networking Academy 2022
Linux essentials, Cisco Networking Academy 2022
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