Keishaun Decordova-Johnson
Essex
Summary
Results-driven IT professional with expertise in hardware configuration, system upgrades, and data recovery. Skilled in software installation, hardware maintenance, and troubleshooting, with a strong focus on diagnosing issues and delivering solutions. Experienced with O365 and Google Workspace, enhancing organisational efficiency through effective training and technical documentation.
Overview
1
1
Language
3
3
years of post-secondary education
12
12
years of professional experience
Work history
Information Technology Support Consultant
Symetri
London, England
2024.01 - Current
- Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
- Successfully delivered on tasks within tight deadlines.
- Demonstrated respect, friendliness and willingness to help wherever needed.
- Respond to customer issues, queries and requests received via our helpdesk
- Identify and propose guidance, and options for improvement or resolution via email, telephone or remote connectivity, or escalate to relevant team and 3rd parties where appropriate
- Updating Symetri’s Helpdesk ticketing system, ensuring all notes, progress and required actions have been recorded promptly and accurately
- Monitoring customer's IT Network Infrastructure using our dedicated proactive monitoring applications
- Obtaining and arranging for delivery of appropriate parts to resolve customers' hardware faults
- Maintain and continuously improve knowledge and understanding across various software and
- Hardware technologies supported by team
- Impart technical and product knowledge to colleagues and customers
- Identify and create technical collateral to expand Symetri’s knowledgebase
- Provide briefings on known and avoidable issues
- Attend/host coordination incident and change management meetings where required
- Visiting customer sites to replace, repair or collect faulty components or systems
- Visiting customer sites to reinstall applications, re-build and re-image workstations and servers
- Carried out day-to-day duties accurately and efficiently.
IT Desk Support Analyst
Allies and Morrison LLP
London, City of London
2021.08 - 2023.12
- Solved interruptions in machines and equipment through collaborations with internal and external third parties.
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Implemented and oversaw environment management and release management processes for Plutora.
- Maximised First Time Fix Rate (FTFR) by conducting thorough analysis of root causes.
- Collaborated with team members in virtual environments to optimise field experience and development capabilities.
- Performed on-site beta testing for new systems to identify and resolve potential problems.
- Analysed complex technical information to develop clearly structured and easily transferable documentation.
- Communicated technical concepts to customers clearly by phone, email and online chat.
- Reduced escalation workload and maintained timely feedback to management.
- Developed solutions for critical software issues, guiding customers through bug fixes and reactive maintenance.
- Wrote technical documents related to current products for publishing on support page.
- Responded to incidents on-site, providing precise time estimations and managing customer expectations.
- Provided technical support throughout development phases of new products.
- Diagnosed and solved issues for customers against SLAs, maintaining high satisfaction rate.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Managed technical support page by creating FAQs and posting knowledge-based articles.
- Reported incidents, risks and hazards by following set procedures.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Offered bespoke solutions to tackle security and performance issues.
- Recommended and implemented configuration changes and system additions to optimise performance.
Digital Support Technician
Monaco Solicitors
London
2021.05 - 2021.08
- Provisioning hardware
- Installing/configuring software
- Troubleshooting user issues (remotely and on-site)
- Support for shared office technology (video conferencing, video recording, networking)
- 0365 Administration
- Google Workspace Administration
- User provisioning
- Security configuration
- Backup and resilience testing
- Supporting partners with onboarding and technical issues
- Supporting customers with technical queries
System Administrator
Lucky Voice
London
2018.04 - 2020.11
- With over 5 years of information technology support experience and expertise in IT Technical support
- Exceptional abilities in 1st line support and Troubleshooting
- Work quickly and patiently with end-users in remote and desk-side environments to resolve issues., Ensure design of the system allows all components to work properly together
- Troubleshoot problems reported by users and make recommendations for future upgrades
- Maintain network and system security
- Analyze and isolate issues and identify user issues
- Evaluate and modify the system's performance
- Ensure network connectivity throughout a company's LAN/WAN infrastructure is on par with technical considerations and maintain network servers such as file servers, VPN, gateways, intrusion detection systems
- And support LANs, WANs, network segments, Internet, and intranet systems and maintain system efficiency
- Assign routing protocols and routing table configuration
- Maintain network facilities in individual machines, such as drivers and settings of personal computers as well as printers.
Head IT Coordinator
Amber Light Partners
London
2016.11 - 2018.04
- Manage the software library of the school
- This will include maintaining an up-to-date catalogue of software available for use in the school and ensuring that software is easily accessible to staff and pupils
- Maintaining an inventory of equipment
- Ensure that Internet connectivity is maintained and appropriately audited
- Maintain and update all aspects of the website, developing content in liaison with colleagues and developing a global strategy to promote wider usage by the school community
- Oversee maintenance of photocopying machines, interactive whiteboard, and all audio-visual equipment
- Research, design and develop a whole school multifaceted management information system for the storage and centralized deployment of school data including email distribution lists, parent database, assessment and tracking of pupil progress/attainment etc
- Provide remote server access support for teaching staff and any other related ICT support as directed by the Headmaster/SMT.
Assistant IT Support (Temp contract)
Clinton's
London
2015.02 - 2015.12
- Using, understanding and troubleshooting software - Windows &
- Mac OS (Servers and Client) Microsoft Office, Morae, Tobii Eyetracking
- Xsplit, Adobe Connect, GoTo Meeting, Basecamp and Final Cut Pro
- Web Content Management: Updating the general details on the
- Amberlight website and blog/ Comfortable using CMS (Wordpress)
- FTP creation and secure file access
- Managing and maintenance of the Amberlight and NAS servers, patch panel and domain accounts
- Installation and management of CCTV and security
- Providing a clear induction to newcomers including providing them with guides and technical support in their work environment
- Familiarity with general Audio & Video technology - Soundboard mixers, Cameras, microphones, VMux and Video switches
- Working with clients remotely to set up off-site streaming and testing
- General knowledge of A/V source signal processing and transmission
- Management, troubleshooting and setup of A/V systems
- Document Writing (IT security Policy): Helping with defining ISMS and general IT documentation
- Troubleshooting PC, network connectivity issues
- Also, standard office equipment such as Printers, Telephones, Polycom
- General understanding of IT security policy and security requirements.
Education
IT Essentials - ICT
Cisco Networking Academy
London 2023.01 - 2023.04
A-Levels - ICT
Waltham Forest College
Walthamstow, Waltham Forest 2008.09 - 2010.07
A-Levels - IT Technician
Estio Digital Apprenticeship Service
London 2022.08 - 2023.12
Conflict Management Design And Facility Workshop - Youth And Practitioner Training Frameworks
Leap Quarrel
LondonSkills
- Working knowledge of O365 & Google Workspace
- Configuring hardware
- IT System Upgrades
- Data recovery
- Software installation
- Hardware maintenance
- Troubleshooting
- Hardware diagnosis and upgrades
- Troubleshooting proficiency
- Technical documents
- Customer service expert
- Technical issues analysis
- Software diagnosis
- Staff education and training
- Diagnostic software
- Technical documents comprehension
- Exceptional telephone etiquette
Additional Information
- Hobbies & Interests bike riding ice-skating furthering my research and knowledge of current and future technologies hardware and software upgrading personal computers and laptops for other people.
Languages
English
Languages
6
Timeline
Information Technology Support Consultant
Symetri
2024.01 - Current
IT Essentials - ICT
Cisco Networking Academy
2023.01 - 2023.04
A-Levels - IT Technician
Estio Digital Apprenticeship Service
2022.08 - 2023.12
IT Desk Support Analyst
Allies and Morrison LLP
2021.08 - 2023.12
Digital Support Technician
Monaco Solicitors
2021.05 - 2021.08
System Administrator
Lucky Voice
2018.04 - 2020.11
Head IT Coordinator
Amber Light Partners
2016.11 - 2018.04
Assistant IT Support (Temp contract)
Clinton's
2015.02 - 2015.12
A-Levels - ICT
Waltham Forest College
2008.09 - 2010.07
Conflict Management Design And Facility Workshop - Youth And Practitioner Training Frameworks
Leap Quarrel