Douglas Mbanefo

• Diagnosed and quickly resolved a wide range of Windows application and networking problems, such as fixing missing DLL files, and resolving DNS and IP addressing issues, which reduced downtime significantly.
• Designed and deployed Group Policies within an Active Directory Environment leading to 98% decrease in data breaches.
• Mostly monitored ServiceNow Interaction and the Virtual Queue while taking calls on the main Service Desk line.
• Records every information regarding the problem or service request, including its classification and priority, was accurately collected, and documented in ServiceNow.
• Provide technical support to end-users such as installation of software and hardware such as printers, laptops, desktops, projectors, switches and routers.
• Resolution of network connectivity problems.
• Administration of user accounts in the form of identity and access management.
• Follow up by escalating customer-related fraudulent issues to the Fraud management team for necessary action.
• Install, set up, and maintained the group-wide email system, which included user mailboxes, distribution groups, security permissions, virus protection, transport rules, traffic management, archiving, and client applications.
• Provide customer feedback to internal teams and developers to improve products and services.

• Kept clients well-informed of ticket status.
• Supported IT department in contract management and equipment purchasing.
• Troubleshoot various incidents related to hardware, networks, and software faults.
• Prioritised ticket queue, closing interactions and logging requests upon query resolution.
• Resolved service requests within target timeframes.

●

• Performed acceptance testing to deliver integration and interoperability of network technologies.
• Administered, maintained and supported network systems to provide consistent security, availability and performance.
• Devised and deployed laptops along with installed software for users while offering best-in-class solutions regarding software and hardware issues.
• Troubleshoot application software and hardware with clients to resolve their issues.
• Maximised network availability and performance by monitoring, troubleshooting, resolving outages and scheduling upgrades.
• Supported the region of 200 internal users on Macs, Windows, Android, and iOS devices through walk-in and ticketing systems.
• Guided and assisted users with technical issues, improving network performance and usability.● Troubleshoot system and network problems, diagnosing and solving hardware or software faults through remote access/VPN support.