Josimar Kouam

Technical/Network Support specialist with many years of experience in technical problem solving. I have hands-on experience in troubleshooting hardware, software, and network issues that equipped me to provide timely solutions. My resourcefulness in handling help desk tickets and user inquiries reflects my dedication to customer-centric problem-solving leading to a remarkable 95% customer satisfaction rating. I have extensive knowledge of Windows operating systems.

Experience:

ABFK – Ottawa, Ontario 

IT Support Specialist (Help desk)  Feb 2022 – Present

• Provide technical support to employees, including troubleshooting hardware, software, and network issues.
• Manage and provide user ID’s, user profiles and security passwords.
• Perform routine system updates and software installations to ensure optimal performance and security.
• Respond to help desk tickets and user inquiries in a timely and efficient manner.
• Manage and prioritize technical support requests through a problem-tracking database.
• Diagnose and resolve hardware and software issues on desktops, laptops, printers, and servers.
• Diagnosed and resolved hardware mobile devices issues such as resetting or rebooting, performance issues, OS updates failure. Apps issues, connectivity issues, battery issues. 
• Document problems encountered and solutions in a problem-tracking database.
• Provide remote support for offsite employees and resolved issues related to VPN and remote desktop connections.
• Provide basic advice and training to users on software and operating systems as well as best practices for workstation use of IT systems and security
• Assist in maintaining the company's IT infrastructure, including server administration, network monitoring, and backup management. 
• Write incident reports and troubleshooting procedures.

Customer/Sales Representative  Dec2020 – Dec 2022 

• Provided exceptional customer service, resulting in a 95% customer satisfaction rating.
• Generated new business through door-to-door sales, resulting in a 15% increase in sales revenue Q2 in 2022.
• Conducted customer needs analysis and recommended appropriate package to meet their needs.
• Handled customer inquiries and concerns via phone, email, and chat, and resolved issues in a timely and professional manner.
• Conducted customer surveys and analyzed feedback to improve customer experience.
• Maintained accurate records of customer interactions and sales transactions.
• Collaborated with team members to meet departmental goals and objectives.
• Gave customers with advice on how maintain a healthy lawn to improve the aesthetics of a property, increase its value, and provide a safe and enjoyable outdoor space for activities.
• Coached new employees on how to conduct negotiations with potential clients.

IT/Data Analyst  Nov 2016- May 2020

• Collaborated with cross-functional teams to identify key business questions and design data analysis strategies to address them.
• Identify, analyze and document the needs of users in data exploitation and contribute to the operationalization of solutions
• Developed SQL scripts for data extraction, transformation, and loading (ETL) from various sources, including CRM, ERP, and third-party APIs.
• Conducted data quality audits and data cleansing initiatives to ensure accurate and consistent data across the organization.
• Created interactive dashboards and reports in Power BI, enabling data-driven decision-making and improving business performance.
• Conducted in-depth analysis using Excel, including advanced formulas, pivot tables, and VBA macros, to identify trends, outliers, and correlations.
• Performed ETL operations in Power Query and built various charts with Power Pivot 
• Participated in the deployment of services, including data integration, ETL processes, and data warehousing solutions.
• Maintained and updated database systems, ensuring data quality and integrity.

Junior IT Analyst  May 2014-Oct 2016

• Assisted with data collection, cleansing, and validation for accurate reporting and analysis.
• Utilized SQL queries to extract and manipulate data from company databases.
• Supported the creation of visualizations and reports using Power BI for internal stakeholders.
• Participated in team meetings and presentations, contributing insights and recommendations based on data analysis. 
• Assisted in the designing of database entity relationship diagram for databases. 
• Used the SQL language to create scripts that create databases in both MySQL and PostgreSQL database management systems.
• Used the SQL language to create views to easily generate reports from the database.
• Created store Procedure to reduce network traffic, improve performance, code reuse and increase security. 
• Created ACID Transactions using python to perform operation on database.

Masters in information technology,

Carleton University, 2022 - present

Bachelor of Science in Computer Science,

Midrand Graduate Institute, South Africa, 2010