B Effa
IT 1st line Helpdesk Support
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About
Enthusiastic, Hands-on, service-oriented IT 1st line Helpdesk Support with experience in technical support, troubleshooting, and network maintenance. Proficient in Windows and macOS environments, Active Directory, Office 365, and hardware diagnostics. Proven ability to manage service desk queues, resolve incidents within SLAs, and provide excellent customer service. Eager to leverage extensive technical skills to enhance IT operations and support services.
Experience
1st line Helpdesk Support at Metroline London (2022-05 – 2026-07)
- Served as the primary point of contact for incoming support requests.
- Diagnosed and resolved hardware issues on MacBooks, iPads, Dell, and HP devices.
- Assembled and configured new MacBooks, workstations, desktops, and PCs.
- Repaired MacBook, iPad, Dell, and HP laptops and desktops.
- Ensured all incidents were resolved within the agreed Service Level Agreements (SLAs).
- Provided comprehensive support and troubleshooting for Windows and MacOS operating systems.
- Administered and supported Windows 7, Windows 10, and Windows 11 client systems.
- Managed Windows Active Directory, including user and PC account administration.
- Supported Microsoft Azure Active Directory and Intune environments.
- Provided support and troubleshooting for Office 365 and MS Office applications (Word, Excel).
- Resolved issues related to Office 365 Exchange and Outlook email services.
- Administered and supported Windows Server Active Directory.
- Addressed and resolved user and PC network access issues within Windows Active Directory.
- Configured, installed, and set up desktops and laptops.
- Performed hardware assembly and upgrades.
- Troubleshot and repaired laptops and desktops.
- Installed and troubleshot printer hardware and software.
- Maintained, upgraded, and installed Windows client operating systems.
- Managed disk operations, including partition creation and management.
- Maintained antivirus updates and provided virus protection services.
- Configured and troubleshot scanners.
- Diagnosed and resolved hardware and operating system issues.
- Facilitated networking tasks, including drive mapping and data sharing.
- Configured TCP/IP settings and managed internet connectivity.
- Managed firewall configurations.
- Executed Windows backup and restore procedures.
- Managed shared folders, devices, and printers.
- Troubleshot issues with Windows 8, 7, and 10 operating systems and Microsoft Office applications.
- Executed minor networking tasks involving switches, routers, cabling, and patching.
- Supported users with Microsoft Office 365, MS Office Outlook, Word, Excel, and PowerPoint
Helpdesk Support at Redbee Media London (2019-11 – 2022-05)
- Acted as the initial point of contact for user support.
- Responded to and managed incoming support tickets efficiently.
- Delivered both deskside and remote support to end-users.
- Maintained and troubleshot a range of software and hardware issues.
- Provided support for Active Directory, DNS, DHCP, and Office 365.
- Addressed issues with Azure Active Directory and Windows 7/10 on desktops and laptops.
- Diagnosed and resolved problems with laptops and desktops.
- Installed and troubleshot printers.
- Managed Windows client maintenance, upgrades, and installations.
- Configured MS Outlook, performed Outlook backups and restores, and resolved email issues.
- Managed disk operations, including partition configuration and drive mapping.
- Ensured antivirus software was up-to-date and provided virus protection.
- Configured TCP/IP settings and maintained internet connectivity.
Junior Network Technician at Coview London (2019-02 – 2019-11)
- Operated Cisco TCP/IP switches, routers, and managed network cabling.
- Provided support for Windows Server 2008 environments.
- Integrated and supported new hardware and software installations.
- Functioned effectively within a mixed operating system environment.
- Performed hardware installations and troubleshooting.
- Managed and maintained PC hardware, including desktops.
- Troubleshot network devices to ensure optimal performance.
Education
– Downs school London (1990-07 – 1994-09)
HND in Business Studies – South Bank University, London (1994-09 – 1997-12)
A+ in Technician course (PCs, laptops, Network, Printers maintenance) (1997-12 – 1998-10)
HND in IT Networking and Network Manager – Richmond College, Surrey (1998-10 – 2001-11)
MCSA in Microsoft Associate course (Windows 2003) (2001-11 – 2004-01)
CCNA in Cisco Network Associate course (network Installation, configuration and maintenance) (2004-01 – 2006-05)
