Summary
Overview
Work History
Education
Skills
References
Training
Languages
Timeline
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Ydriss Foko

Toronto,Canada

Summary

Bilingual Helpdesk technician with strong knowledge in Networking and Active Directory, Linux, troubleshooting and customer support. Proven ability to analyze and resolve IT issues in a timely manner. Passionate about delivering exceptional support on first-call resolution and enhancing customer’s experience.

Overview

3
3
years of professional experience

Work History

IT Help Desk Technician

Collège Boréal
Toronto, Canada
04.2024 - 05.2025
  • Provided IT support services, troubleshooting, and system operation.
  • Installation, configuration, and updating of new IT equipment (printers, smartboards, PCs/laptops).
  • Diagnosing and resolving problems with end devices.
  • Conducted remote troubleshooting using Bomgar, and guided customers step-by-step.
  • Guide customers through step-by-step fixes on the phone.
  • Respond to IT service requests and incidents via phone, email, and ticketing system.

Help desk technician

Media Contact
Douala, Cameroun
03.2023 - 08.2023
  • Provided Tier 1 technical support to customers and employees, troubleshooting hardware and software issues.
  • Used IT Service Management (ITSM) tools and ticketing systems to log, track, and resolve technical issues efficiently.
  • Assisted users with account setup, password resets and application.
  • Documented and tracked technical issues to improve response time and efficiency.
  • Ensured prompt resolution of technical issues and maintained clear communication with users and management.

Customer service representative II

Nexttel
Douala, Cameroun
01.2022 - 03.2023
  • Managed customer inquiries regarding subscription, billing and telecommunication services.
  • Delivered bilingual customer service via phone, email, and in-store assistance.
  • Assisted users in troubleshooting issues related to mobile plans, SIM cards, and devices.
  • Promoted company’s offers and services to enhance customer retention and loyalty.
  • Collaborated with technical and sales teams to ensure seamless customer experience.
  • Consistently met KPIs for customer satisfaction and resolution time.

Education

Computer Systems Technician - Networking, Systems Administration, Database management, automation scripting

Collège Boréal
Toronto
04.2025

Skills

  • Bilingual IT Helpdesk Technician
  • Active Directory Users administration
  • Install and configure Active Directory on Windows Server 2022
  • Create/Update & Group Management
  • Group Policy Objects Management
  • FSMO roles management
  • File Permission management
  • DNS Management
  • Apple Business Manager (ABM)
  • SFTP
  • Windows 7/10/11 & MacOS support
  • Microsoft Office 365 suite
  • Experience with Ticketing system
  • VPNs
  • Azure Cloud
  • Deploy Virtual Machines
  • Configure Virtual Networks and subnets
  • LAN Aptitude
  • Cisco Network Hardware/Software
  • Cisco IP Phones 7941
  • Cisco Router 4321
  • Cisco Catalyst Switch 2960/3560 series
  • Windows Server 2019/2022
  • Intermediate Linux Ubuntu/CentOS
  • MySQL Backup and Restore process
  • String scripting skills
  • Virtualization technologies
  • Customer Service & Upselling

References

Available upon request

Training

  • Microsoft Azure-900 (Certified), 12/01/24, Toronto, ON
  • Cisco NetAcad CCNA Prep courses, 04/01/24, Toronto, ON
  • Apple Certified Support Professional (ACSP), In progress
  • Microsoft Active Directory, Udemy, 01/01/24, Toronto, ON

Languages

  • English, Fluent
  • French, mother tongue level

Timeline

IT Help Desk Technician

Collège Boréal
04.2024 - 05.2025

Help desk technician

Media Contact
03.2023 - 08.2023

Customer service representative II

Nexttel
01.2022 - 03.2023

Computer Systems Technician - Networking, Systems Administration, Database management, automation scripting

Collège Boréal

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Ydriss Foko