Nicholas Allen
Lot #491, Estuary Housing Scheme, Montego Bay
Summary
Professional and hardworking with over 4 years of working as a Desktop Support technician, with 1 year of IT Helpdesk experience. Proven skills in installing, repairing and upgrading organizational hardware and system equipment. Strong problem solver always ready to boost client satisfaction and grow company reliability.
Overview
8
8
years of professional experience
Work History
Desktop Support Technician
Itel
04.2021 - Current
- Provide technical support to users regarding software and hardware issues
- Install, maintain, upgrade, and configure desktop computers, laptops, printers, and other peripheral devices
- Prepare training rooms for upcoming training class
- Assisted in the deployment of new hardware and software, ensuring minimal impact on end-users during transitions.
- Learned and implemented new software testing procedures.
- Effectively managed inventory of IT assets, reducing overall costs by tracking equipment usage and recommending necessary replacements or upgrades when appropriate.
- Configure computer systems for work at home users
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Researched and identified solutions to technical problems.
IT HelpDesk
Itel
04.2020 - 04.2021
- Serving as the first point of contact for customers seeking technical assistance over the phone or email
- Performing remote troubleshooting through diagnostic techniques and pertinent questions
- Follow-up and update customer status and information
- Direct unresolved issues to the next level of support personnel
- Prepare incident reports and share with operations team and clients
- Direct unresolved issues to the next level of support personnel
Customer Service Representative
Itel
04.2019 - 04.2020
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
- Responded to customer requests for products, services, and company information.
- Answer customers billing inquiry
- Remotely troubleshooting customers home device such as phone , internet and TV
Customer Service Representative
Conduent
09.2017 - 03.2019
- Responds to telephone inquiries and complaints using standard scripts and procedures
- Troubleshoot problems with customers account
- Informs customers about services available and assess customer needs
- Upsell new products and services
Customer Service Representative
Xerox
08.2016 - 01.2017
- Answer inbound calls and chat
- Responded to customer requests for products, services, and company information.
- Assisted customers in navigating company website and placing online orders, improving overall user experience.
Education
Graduate Certificate - Network & Support Level 2
Heart Trust NTA Training Centre
Marlie Acres, Old Harbour, St.Catherine06-2016
High School Diploma -
Old Harbour High
33 South St, Old Harbour, St.Catherine06-2014
Skills
- Active Directory
- Ticketing system proficiency ( Jira )
- Remote desktop support
- Help desk experience
- Network connectivity
- Device configuration
- Incident management
- Root-cause analysis
- Desktop diagnostics
- Troubleshooting & diagnostics
- Operating systems ( Windows )
- Teamwork
- Customer service
- Problem-solving
- Time management
- Problem-solving abilities
- Multitasking
- Team collaboration
- Effective communication
- Continuous improvement
Languages
English
Hobbies
Football, Chess , Gaming
Timeline
Desktop Support Technician
Itel
04.2021 - Current
IT HelpDesk
Itel
04.2020 - 04.2021
Customer Service Representative
Itel
04.2019 - 04.2020
Customer Service Representative
Conduent
09.2017 - 03.2019
Customer Service Representative
Xerox
08.2016 - 01.2017
Graduate Certificate - Network & Support Level 2
Heart Trust NTA Training Centre
High School Diploma -
Old Harbour High
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