Mark Anehobi
Penicuik ,Midlothian
The way to get started is to quit talking and begin doing.
Walt Disney
Summary
Accomplished Desktop Support Engineer with 4+ years of experience, Implemented remote technical support and maintenance for computer hardware and software systems, resulting in a 30% reduction in onsite visits and saving 10+ hours per week. Led a cross-functional team in developing and implementing a knowledge base and self-help portal, reducing customer support calls by 30% and increasing user adoption by 50%.
Overview
4
4
years of professional experience
6
6
years of post-secondary education
1
1
Certification
Work history
Technical Communicator
British Army
Penicuik, Midlothian
2009.08 - Current
- Led cross-functional collaboration to identify pain points, enabling implementation of proactive measures that effectively reduced user support tickets by 25%, resulting in improved operational efficiency and customer experience (32 words)
- Implemented cutting-edge knowledge base and self-service portal, empowering users to independently troubleshoot common issues and successfully reducing support requests by impressive 50%, resulting in significant time savings of over 20 hours per week.
- Managed process re-engineering project to improve and consolidate end-to-end service processes; restructured communication flow among 10 departments and cut down paperwork by 75%.
- Streamlined maintenance processes by integrating IoT sensors, enabling real-time monitoring and predictive maintenance, resulting in 30% decrease in unplanned downtime and significant cost savings.
- Conducted regular system audits, identifying and addressing vulnerabilities, resulting in 40% decrease in cybersecurity incidents and ensuring data integrity and compliance with industry regulations.
Desktop support engineer
Bold Health
London, City of London
2018.09 - 2019.08
- Executed routine, planned preventive maintenance tasks, including system updates, resulting in 20% reduction in system downtime and ensuring optimal performance and security for 500+ users.
- Conducted regular system audits, identifying and addressing vulnerabilities, resulting in 40% decrease in cybersecurity incidents and ensuring data integrity and compliance with industry regulations.
- Implemented proactive monitoring system for network servers, resulting in 30% decrease in system failures and preemptive identification of potential issues.
- Provided 24/7 support for variety of IT issues, ensuring SLA's are achieved
- Optimized fault and request management by deploying comprehensive tracking system, diligently documenting and addressing all issues, leading to 30% decrease in resolution time, thereby enhancing customer satisfaction and fostering long-term loyalty. (31 words)
Education
Higher National Diploma - Computer Science
2010.09 - 2015.11
Skills
- Leadership
- Communication
- Hardware upgrades
- Application installations
- Microsoft Offices
- Diagnosis & Troubleshooting
- Maintenance, Installation, Repairs
- Microsoft windows 7,8 and 10
- Mac OS
- Password Management
- VMware
- Amazon EC2 Instance
- Amazon Simple simple storage service (S3 bucket)
- DynamoDB (NoSQL)
- Amazon Elastic Container Service(ECS)
- Amazon Elastic Load Balancing (ELB)
Key Achievement /Projects
- Handled over 40 technical calls daily, consistently exceeding the target 80% first-time-fix rate and meeting customer SLAs.
- Successfully resolved end-user issues 28% faster than other technicians within the team.
- Took sole responsibility for a Windows 8 to Windows 10 migration for a £40,000 per annum contract
including over 100 machines, succeeding in migrating the end-user's with less than the predicted downtime.
Certification
- Amazon Web Service(AWS)
- Vulnerability Management
- Computer Applications
Languages
English
Fluent
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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Timeline
Desktop support engineer - Bold Health
2018.09 - 2019.08
Osisatech Polytechnic - Higher National Diploma, Computer Science
2010.09 - 2015.11
Technical Communicator - British Army
2009.08 - Current