Joseph Adakpor
Freelance IT support at Individual / Small and medium enterprise SME support
Business Administration at Nexford University
South Africa
Hi, I'm Joseph Adakpor!
Freelance IT support at Individual / Small and medium enterprise SME support
Experience Network support engineer with a strong background in Executing efficient technical assistance and support to end-users | With the knowledge of various hardware / software / network infrastructure and troubleshooting procedure. I am skilled in diagnosing and resolving technical issues, both remotely and on-site, ensuring minimal disruption to business operations. I am proactive in staying updated with the latest technologies and trends in the IT industry. Additionally, I provide server and network support to numerous clients. The support ranged from Physical and Virtual Infrastructure, Exchange, Active Directory, SCCM, DNS, DHCP, SCOM, Print Servers, Role installations, Patching, Availability and Performances troubleshooting.
Experience
Dimension Data
Network Support Engineer
February 2018 - March 2021
Researching, diagnosing, troubleshooting, and identifying solutions to resolve system issues Following standard procedures for proper escalation of unresolved issues to the appropriate internal teams Research and identify solutions to software and hardware issues Diagnose and troubleshoot technical issues, including account setup and network configuration Ask clients targeted questions to quickly understand the root of the problem Track computer system issues through to resolution, within agreed time limits Talk to clients through a series of actions, either via phone, email, or chat, until they’ve solved a technical issue Properly escalate unresolved issues to appropriate internal teams (e.g., software developers) Provide prompt and accurate feedback to customers Refer to internal database or external resources to provide accurate tech solutions Ensure all issues are properly logged Prioritize and manage several open issues at one time Follow up with clients to ensure their IT systems are fully functional after troubleshooting Prepare accurate and timely reports Network event monitoring 24/7, 365 shift work rotation, Performing proactive and reactive monitoring services. Timely responses to incidents, outages, and performance alerts Priorities incidents, Perform efficient first-line troubleshooting Escalating calls to engineers when needed
WNS Global SA
Senior Associate – Operations
July 2015 - February 2018
Field Technician Interactions Obtain minimum Quality Assurance score in line with client SLA Answer customer calls within agreed client SLA ensuring excellent customer service Facilitate New Order Processing Facilitate information updates; Provide technical support of DSL, Fiber and Telkom ISP customers Provide desktop support Provide DSL, Fiber and number testing Resolve Field technician queries, provide information and/or technical support where required to ensure first call resolution targets Ensure all calls are resolved within agreed AHT Policy and process adherence Adherence to schedule Adherence to all call Centre policies, procedures and codes of conduct Meet minimum attendance requirements Administration Escalate queries following the standard process where necessary Record and update all customer information accurately where necessary Ensure accurate after call notes are recorded
Education
Business Administration
Nexford University
Graduating in 2027
Certificates & Badges
No certificates or badges added
Projects
No projects added
Languages
English
Professional
Skills
Networking
Project Management
Troubleshooting Technical Issues
Installation & Configuration of Computer & Peripherals
Customer Relationship Management
IT Help Desk Engineer
Active Directory
VPN
TCP/IP
LAN
WAN
Systems Administrator
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