MAX JAFF
Oadby
Summary
Motivated and tech-savvy IT User Technician Intern with hands-on experience in troubleshooting hardware and software issues, providing user support, and maintaining IT systems. Eager to leverage skills and contribute to a dynamic IT team while gaining practical experience to advanced career in technology.
Overview
4
4
years of professional experience
1
1
Certification
Work History
IT Support Intern
Optima IT Consultancy Ltd
01.2021 - 09.2024
- Provided first-level technical support to end-users, resolving hardware and software issues with a 95% resolution rate within SLA
- Assisted in the configuration and deployment of workstations, printers, and other IT equipment
- Monitored and updated tickets using ServiceNow, ensuring accurate documentation
- Conducted routine system updates and antivirus scans to maintain system integrity
- Supported the onboarding process by setting up new user accounts and configuring devices
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
- Provided exceptional service with prompt responses to phone calls, emails, and chat messages from clients seeking assistance.
- Set up hardware and software in optimal configurations to meet network performance requirements.
- Showcased versatility in adapting quickly to new software tools introduced into the work environment as part of continuous improvement efforts.
- Ensured accurate record-keeping by diligently updating CRM system with relevant customer information following each interaction.
- Sorted and routed mail and packages to recipients.
IT Help Desk Assistant (Part-Time)
Optima IT Consultancy Ltd
01.2022 - 11.2023
- Responded to user inquiries via phone, email, and chat, providing effective technical solutions. Managed approximately 30 incoming calls, emails and faxes per day from customers.
- Installed and maintained software applications, ensuring compatibility and licensing compliance
- Collaborated with the IT team to troubleshoot network connectivity issues and implement resolutions
- Maintained hardware inventory records and performed regular audits
- Assessed, troubleshot and repaired various machines such as desktops, printers and sorters.
- Conducted regular system maintenance, ensuring optimal performance and minimal downtime for clients.
- Provided remote assistance to customers, guiding them through resolution steps over the phone or via email.
- Escalated critical issues to appropriate departments for swift resolution, minimizing impact on customers.
- Assisted customers with software installation, ensuring proper setup and smooth operation.
- Managed user accounts, including password resets and access modifications as needed.
- Coordinated with other IT professionals during major incidents or network outages for quick restoration of services.
- Implemented process improvements that led to faster issue resolution timeframes overall within the help desk team.
Education
Bachelor of Science - Administration Education
University Of Buea
Cameroon01.2014
Skills
- Proficient in troubleshooting Windows
- Proficient in troubleshooting macOS
- Proficient in troubleshooting Linux operating systems
- Knowledge of Active Directory
- User account management
- Experience with hardware diagnostics
- Experience with hardware repair
- Familiar with networking basics
- Knowledge of ticketing systems
- Proficiency in Microsoft Office Suite
- Proficiency in collaboration tools
- Understanding of cybersecurity best practices
- Understanding of antivirus software
- Strong organization
- Client relationship building
- Cross-functional support
Accomplishments
- Resolved product issue through consumer testing.
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Documented and resolved issues which led to results.
- Achieved results by completing task with accuracy and efficiency.
- Supervised team of 12 staff members.
Certification
- B.E.D degree in Science of Administration Education
- Certified: AWS Fundamentals & Solution Architect (if applicable)
- AWS Certified Solutions Architect – Associate
- AWS Certified Cloud Practitioner
- AWS Certified Developer – Associate (in progress)
Languages
English
Native language
Affiliations
- - Eligible to work in the UK (Pre-settlement status).
- - Driver's License
Additional Information
References available upon request
Timeline
IT Help Desk Assistant (Part-Time)
Optima IT Consultancy Ltd
01.2022 - 11.2023
IT Support Intern
Optima IT Consultancy Ltd
01.2021 - 09.2024
- B.E.D degree in Science of Administration Education
- Certified: AWS Fundamentals & Solution Architect (if applicable)
- AWS Certified Solutions Architect – Associate
- AWS Certified Cloud Practitioner
- AWS Certified Developer – Associate (in progress)
Bachelor of Science - Administration Education
University Of Buea
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