Josimar Kouam

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.

Nutri-Lawn, Ottawa

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.

Ministry of Commerce, Yaoundé, Cameroon

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.

Cameroon Telecommunications, Yaoundé, Cameroon

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.

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