John-Louis Siaby
Moore
Summary
Certificates & Training
CompTIA N+ Certified
CompTIA A+ Certified
Lean Six Sigma Green Belt
Jamf Pro V.10 Associate
Overview
13
13
years of professional experience
Work History
IT Support Analyst 1
Kimray Inc.
02.2022 - Current
- Provide technical support to the Kimray team on various technical issues and problems relating to hardware, software, and peripherals.
- Essential job responsibilities include the review, analysis, and evaluation of technical issues.
- Assist in the development and improvement of departmental procedures to achieve company goals.
- Investigate end-user problems, determine IT support solutions, and create remediation steps.
- Track and maintain the status of IT assets and software.
- Respond to user requests, designs, and work with the IT team to address recurring issues.
- Manage service follow-up communications, confirming satisfactory resolution of customers' service requests via email and phone.
- Answered customer support inquiries via specialized ticket tracking platforms.
- Provide instructions, support, and training on software applications to end users.
- Performed remote support tasks for mobile devices such as smartphones and tablets, correcting issues on iOS and Android units via software.
- Deployed devices across multiple facilities, connecting hardware to central network hubs for multi-site interconnectivity.
- Meet performance metrics for factors such as call volume thresholds and call time guidelines, producing exceptional customer feedback.
Tier 2 Technical Support Specialist
University of Oklahoma
08.2018 - 01.2022
- Provided comprehensive support to students, faculty, and staff across the Engineering Department.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Used ticketing systems to manage and process support actions and requests.
- Patched software and installed new versions to eliminate security problems and protect data.
- Assist departments in determining necessary hardware and software required to accomplish their goals. Followed by implementing of the resultant plan.
- Configured and tested new software and hardware prior to deployment.
- Backup system planning installation and maintenance.
- Monitored system performance to identify potential issues.
- Repair or replace failing computers and printers
Tier 2 Technical Support Specialist
Mathis Brothers Furniture
05.2014 - 09.2016
- Provided 2nd tier technical support, troubleshooting, diagnostics, problem resolution and security administration.
- Answered internal/external customer calls, and addressing the customers' technical support needs, handling, and routing accordingly.
- Isolated, coordinated and resolved performance problems with a variety of hardware and software diagnostic tools and procedures.
- Created work tickets to ensure proper tracking, prioritization and escalation of technical problems and requests.
- Support POS (point of sale) equipment
- Researched and implemented new technologies and methodologies to improve support processes and provide better services to customers.
- System Administration, including virtual desktop management using Citrix Applications VOIP (Voice Over IP) administration using Cisco Unified Communication Management.
- Console
- Active Directory User and Computer Management on Windows Server
- Exchange Server Management (Users, Mailboxes, Profiles, and Data management) Windows Print Server management.
Desktop Support Analyst
United Engines Manufacturing
11.2011 - 03.2014
- Provided technical support for 2000+ users globally to ensure secure and seamless customer service, maintaining workstations, printers, and peripherals.
- Respond to user service requests and expediently resolve troubleshooting to maximize system uptime.
- Configured and troubleshooted user accounts, login issues, and managing active directories user account policies.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Worked with users, vendors, and customers to ensure the smooth and secure transition with 3rd party apps while adhering to HIPPA regulations.
- Troubleshoot different models/types of system hardware.
- Install and replace memory, hard disk drives, CPUs and NIC cards.
- Resolved hardware/software conflicts.
- Collaborated with business partners and internal stakeholders to optimize scheduling of repair and upgrade jobs, minimizing resource availability disruptions.
- Deploy new workstations and printers, install operating systems, applications, and drivers, configure network properties and hardware.
Education
High School Diploma -
Kpando Senior High School
Kpando, Ghana12.1999
Jamf Pro V.10 Certified Associate - Information Technology
Apple
Online04.2024
Lean Six Sigma Green Belt Certification - Information Technology
University of Oklahoma
Norman, OK07.2021
CompTIA N+ Certified, CompTIA A+ Certified - Information Technology
TeckSkills IT Training Institute
Fortworth, TX04.2009
Skills
- Web support
- Printer support
- Ticketing systems
- Microsoft application support
- Mac OS support
- Remote desktop support
- VPN support
- Active directory support
- Customer service
- Problem-solving
- Patience and adaptability
- Communication
- Time management
Additional Information
Experienced computer/networking technical support professional with a strong customer orientation. Adept at establishing and maintaining effective working relationships in multicultural team environments. Demonstrated leadership skills and ability to understand business needs, prioritize tasks, and leverage current technologies to deliver practical enterprise solutions. Collaborative approach in resolving complex technical issues by working with other IT teams, conducting root cause analysis to identify underlying problems and prevent recurrence. Actively participates in IT projects and initiatives, providing valuable technical expertise and support. Currently seeking a fully remote position as I relocate to South Africa and will be available to work during desired time zone hours.
Languages
English
Bilingual or Proficient (C2)
French
Bilingual or Proficient (C2)
Software
Microsoft Office Suite/365
Microsoft Windows Operating System proficiency
Windows Servers and IP network Telecom devices
ServiceNow
Bomgar
Technical Summary
Microsoft Office Suite/365
Microsoft Windows Operating System
Windows Servers & IP Network Telecom devices
ServiceNow
Bomgar
Timeline
IT Support Analyst 1
Kimray Inc.
02.2022 - Current
Tier 2 Technical Support Specialist
University of Oklahoma
08.2018 - 01.2022
Tier 2 Technical Support Specialist
Mathis Brothers Furniture
05.2014 - 09.2016
Desktop Support Analyst
United Engines Manufacturing
11.2011 - 03.2014
High School Diploma -
Kpando Senior High School
Jamf Pro V.10 Certified Associate - Information Technology
Apple
Lean Six Sigma Green Belt Certification - Information Technology
University of Oklahoma
CompTIA N+ Certified, CompTIA A+ Certified - Information Technology
TeckSkills IT Training Institute
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