Helpdesk Analyst

11/2008 - Present

Entry Level

• • First hand contact to end-users via phone and also desktop support • Supported Windows 2000 and XP, Ms Office XP, Outlook 2000 and XP • Logging all calls to the helpdesk using HP Service Center software providing regular feedback to the users on progress of the provision of solution • Installed and Configured VPN client to enable remote users to access the network • Installed and troubleshoot local and network printers • Configured POP3 and SMTP Internet mail • Installed and Setup laptops for the administration force team to dialup remotely and access company website, databases and emails • Receiving calls, Logging-in tickets and assigning them to the right technician • Liaising with the user support manager to identify problem areas concerning future use of the hardware and software problems and writing resolution procedures

9/2006 - 9/2008

Camden Office Supplies

Entry Level

• • Receiving calls from clients that are having hardware issues • Troubleshooting and scheduling visits from technicians to clients’ premises • Escalating issues that are beyond our tier • Informing first time clients of the quality of our products, managing discounts and orders over the phone • Handling bill payments through the credit card systems and issuing confirmation numbers

2002

Certification Degree

Kenya Christian Industrial Training Institute

• Certificate in IT

1999

High School/GED Degree

Math And Science Academy

• High School Diploma