Didier Martial Nguiffo
IT Tech/Service Desk Support Operation Analyst
Las Piñas
Summary
Experienced IT specialist proficient in bilingual technical support
Specialist in quality assurance within cloud services and HR administration, focusing on process improvement and compliance. Experienced in developing and executing testing strategies that ensure high-quality service outcomes. Achievements include reducing service delivery times and increasing customer satisfaction ratings.
cultivated strong proficiency in troubleshooting data management and
process enhancement partnering with international corporations such as IBM and
Technical background complemented by experience in project management and client engagement at Accenture. Successfully implemented strategies that resulted in measurable improvements in operational performance. Proficient in utilizing data analytics to inform decision-making and optimize processes. Focused on achieving results through teamwork and effective communication.
commitment to client satisfaction and service quality ensuring
Skilled in resolving issues promptly while adhering to established SLAs. Extensive experience with SAP, optimizing processes for better performance. Proven track record of identifying challenges and executing strategic solutions. Committed to achieving high standards of service delivery.
Skilled in ServiceNow and Active Directory, leveraging analytical precision to optimize IT operations. Experience in implementing solutions that improve efficiency and user satisfaction. Strong interpersonal skills foster positive relationships with clients and team members. Focused on achieving measurable outcomes in technology-driven projects.
Demonstrated expertise in fostering collaboration and addressing complex challenges. Track record of delivering results through effective communication and teamwork. Dedicated to enhancing processes and driving efficiency. Enthusiastic about applying skills to support organizational goals.
Engagement in travel cultivates adaptability and cultural awareness, essential for navigating dynamic work environments. Reading extensively on various subjects supports informed perspectives and innovative problem-solving. Active participation in music and sports promotes collaboration and resilience, valuable traits in team-oriented projects. Focused on leveraging diverse interests to enhance professional capabilities and drive results.
cultural sensitivity
Overview
12
12
years of professional experience
1
1
Language
Work History
Technical Support Specialist and Quality Analyst
Accenture
09.2022 - Current
- My role is to provide technical assistance and support related to software applications, cloud services, and associated technologies.
- Ensuring agent’s daily adherence to Knowledge Base references, operational processes and company policies.
- Conduct call listening and ticket audits to verify compliance, accuracy of customer interactions and service quality standards.
- Participate in developing and updating Knowledge Base content to improve accessibility and relevance.
- Perform random ticket quality checks and deliver performance ratings with actionable feedback to improve agent service delivery.
- Collaborate with training and operations teams to address knowledge gaps and enhance process efficiency.
- Diagnosing and resolving technical problems reported by users.
- Offering guidance and support to end-users on how to use software applications and cloud services effectively, including answering questions and providing step-by-step instructions.
- Continuously monitoring the performance and availability of software applications and cloud services to ensure they are functioning optimally and addressing any issues proactively.
- Logging and tracking incidents using ticketing systems, prioritizing issues based on severity, and ensuring timely resolution in accordance with service level agreements (SLAs).
- Working closely with other IT professionals, such as developers, network engineers, and system administrators, to resolve complex technical issues and implement solutions.
- Creating and maintaining detailed documentation of common issues, troubleshooting steps, and solutions to build a knowledge base for future reference.
- Conducting training sessions for users to improve their understanding and utilization of software applications and cloud services.
- Staying updated with the latest technological advancements and best practices in software, applications, and cloud services to enhance support processes and user experience.
HR Service Administrator EDM
IBM Philippines, Inc.
03.2019 - 07.2022
- Manage employee’s data and provide a weekly quality report.
- Understand a client’s strategy, priorities and operations in the context of daily operational activities.
- Conduct daily process transactions, develop and implement process and operational improvements to meet client and IBM requirements.
- Improved operations and provided exceptional client support.
- Maintain accurate documentation of audit results, feedback, and recommendations.
Technological Infrastructure Maintainer / Sales Assistance & Customer Support
SOALIMEX.Sarl
03.2016 - 11.2018
Internship
Nokia
02.2015 - 01.2016
- Responsible for installing the networks communication equipment's.
- Responsible for maintaining each instalment.
Technical Director
INSAM Institute
01.2014 - 07.2014
Education
Bachelor of Science - IT Network Security
Paness IIHT
Cameroon 10.2018
Skills
Customer support
Customer experience management
Performance optimization
Technical troubleshooting
Local area network (LAN) engineering
Application installations
Application support
Software installation
Desktop component repair
System provisioning
Remote support
Mobile device management
Server maintenance
Hardware configuration
Software debugging
Hardware upgrades
Remote diagnostics
Telecommunications
Network administration
Data recovery
Accurate documentation
Incident management
Scripting languages
User training
Debugging
ITIL processes
Remote IT implementation
Virtualization technologies
Diagnostic protocol implementation
Disaster recovery
Security protocols
Asset management
Account management
System diagnostics
Issue research
Problem resolution
Advanced troubleshooting
Remote technical assistance
Remote desktop services and support
Troubleshooting and diagnosing
Technical support
LAN/WAN
Customer service
Network diagnostics
Ticket management
Technical issues analysis
Microsoft office specialist (MOS) expert
Network configuration
Systems analysis
User credential management
Information protection
Issue troubleshooting
Desktop support
System administration
Ticket support system management
Customer service expert
Service support
Windows 10
Wide-area networks
Microsoft outlook
Complaint resolution
Customer success management
Appointment scheduling
Mac systems
Norton antivirus software
Technical documents comprehension
Access issue resolution
Hardware diagnostics
Data entry
Issue escalation
Product knowledge
Verbal and written communication
Hardware troubleshooting
Business development
User support
Software diagnosis
Product training
Timeline
Technical Support Specialist and Quality Analyst
Accenture
09.2022 - Current
HR Service Administrator EDM
IBM Philippines, Inc.
03.2019 - 07.2022
Technological Infrastructure Maintainer / Sales Assistance & Customer Support
SOALIMEX.Sarl
03.2016 - 11.2018
Internship
Nokia
02.2015 - 01.2016
Technical Director
INSAM Institute
01.2014 - 07.2014
Bachelor of Science - IT Network Security
Paness IIHT