JEAN CLAUDE M. MULI

Maintain inventory of IT Assets and its accuracy :

● Updates and administers asset databases tracking life cycle of all assets

● Receives new hardware details and monitors procurement and deployment activities

● Perform annual inventory and spot checks on the IT Assets

● Maintain and manage IT equipment disposal strategies

● Coordinate equipment disposals with other departments, as required

● Assures guidelines for hardware maintenance agreements are followed

● Provides monthly updates and reports to IT Asset Manager

● Supports Agile processes

Employee Exit Hardware Recover:

• Communicating with excited employees and guiding them through the return of
• the hardware to our vendor partner.
• Placing orders for return boxes and tracking information from our Vendor
• Partners
• Performing regular audits of returned hardware, and actioning asset disposals of
• hardware that has not been possible to recover to ensure that our Hardware
• inventory is as accurate as possible.
• Following up with lock command when x number of days have passed with no response.

Employee Laptop Upgrades :

• Assisting IT Logistics in performing Employee Laptop Buybacks by creating
• invoices and communicating with client’s system to complete the Buyback Process.
• Remotely Erase Buyback machines once Buyback has been completed to ensure the client’s data is protected.
• Perform regular audits on Employee Buybacks to ensure previous Buybacks have been completed.
• Following up with lock command when x number of days have passed with no return.
• Perform regular audits on Employee Laptop Upgrades to ensure that those who opted to return their laptop have done so.
• Using new GSF workflows to properly track buyback vs expected returns

Metrics

• Working with Marek’s team on tracking percentage of laptops returned
• Setting timelines for quick buyback, wipe and restores

Software used :

- Gsuite

- Jampf

- Hubble

- Slack

- Google Suite

• Educate current and prospective customers about a company’s products and services.
• Present informative pitches and demonstrations to leads and answer any questions.
• Assist new and existing customers by explaining features, clarifying operating instructions, and providing troubleshooting tips.
• Diagnose technical issues and assist with repair requests.
• Train or educate internal users and create training programs or materials.
• Compile a database of common questions or issues in order to develop FAQs or troubleshooting guides.
• Attend meeting with Support Teams and Devs
• Do software testing and provide feedbacks.

Software Used :

- Zendesk

- AWS

- Jira

- PHPMyadmin

- Google Suite

- WINSCP

- Linux

- Powershell

- Confluence

Reason for leaving : Involuntary Resignation (Note of Redundancy)

1st Project

For the past few years, Yellevate has been struggling with client disputes. Yellevate defines disputes as clients expressing dissatisfaction with the company’s services and refusing to pay for them. The team will be following Google’s five phases of data analysis: ask, prepare, process, analyze, and share.

Software Used :

- Excel

- PGAdmin

Link for the project made : https://drive.google.com/drive/folders/1AmC9G-eBwwEGus7indIp_ZgRtR02FTxZ?usp=sharing

2nd Project

You are working as a data analyst team for the HR department in a medical company. The data provided by the HR department includes 10-15 parameters per day per year (arrival/departure time, vacations, sick days, time off, etc) on 1000+ employees of the company. Your task is to answer the following questions, which the CEO formulated:

Identify the most disciplined and undisciplined employees and divisions;

Create a visualization with the analysis of weekdays and months when the most employees were late/absent (either for vacation or sick leave);

Answer the following questions. Which heads of departments tend to forgive employees for lack of discipline? Are there any favorites for any heads of departments (perhaps some employees are always forgiven for being late, given time off, etc.)?

Software Used :

- Excel

- PGADMIN

-PowerBI

Link for 2nd Project : https://drive.google.com/drive/folders/1YTjLshjCZ4u3PlLgSU1vFuQ-58rCtUEl?usp=share_linkhttps://drive.google.com/drive/folders/1YTjLshjCZ4u3PlLgSU1vFuQ-58rCtUEl?usp=share_link

• Manages and resolves user issues related to IT (i.e. username/password resets.
• Order status questions, size/address changes to orders, etc. )
• Creates gift card codes and uploads into system
• Supports IT team with project management

Software Used :

- Microsoft Office Suite

- Windows 10/11

- Magento

- PHPMyadmin (used sql)

- Zendesk

- Jira

- Web Development

Reason for leaving : Involuntary Resignation (Company Reconstruction)

- Audited company Active Directory in terms of what users, domains and etc need to removed/archived.

- Archiving exited employee profile.

Software Used :

- Microsoft Office Suite O365

- Google Suite

- Google Admin

- Jampf

- O365 Admin

- Active Directory

- Service Now

Reason for leaving : Contract Ended.

• 
  
• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Managed high levels of call flow and responded to [Type] technical support needs.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Promoted efficiency among departments with prompt resolution of system issues.
• Monitored systems in operation and quickly troubleshot errors.
• Assisted with updating technical support best practices for use by team.

Software Used :

- Most of the applications are created by the company itself except for Microsoft Office, Google Suite and Jabra call software.

Reason for leaving : Contract Ended.

• Translated complex technical issues into digestible language for non-technical users.
• Used ticketing systems to manage and process support actions and requests.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Promoted efficiency among departments with prompt resolution of system issues.
• Assisted with updating technical support best practices for use by team.
• Documented support interactions for future reference.

Software Used :

- Company owned system when creating a profile and system access to new employees/client.

- Other Shipping Software Applications.

- Microsoft Office 365, Microsoft Office Stand Alone and other licenses.

- Remote tools like microsoft remote access, Team Viewer and Anydesk.

- Active Directory.

- Virtual Applications/ Tools like Vsphere and VMware.

- Jira

- Confluence

Reason for leaving : Covid.

• Research and identify solutions to software and hardware issues
• Diagnose and troubleshoot technical issues, including account setup and network configuration
• Ask customers targeted questions to quickly understand the root of the problem
• Track computer system issues through to resolution, within agreed time limits
• Talk clients through a series of actions, either via phone, email or chat, until they’ve solved a technical issue
• Properly escalate unresolved issues to Level 2 Support.
• Refer to internal database or external resources to provide accurate tech solutions

Software Used :

- Microsoft 0365 home, personal and company licenses.

- Windows 10, 7 and XP

- Microsoft own made ticketing tool.

- Jabra call software system.

Reason for leaving : Account dissolved.

• Assist Network Administrator in supporting server applications and operating systems.
• Provide helpdesk assistance in resolving software, hardware and network related problems.
• Assist in equipment set-up and software installation and updates.
• Assist in maintenance of telephone systems and computer stations.
• Perform troubleshooting, archiving and back-up of server applications.
• Manage inventory of software licenses, software application, hardware components and IT supplies.
• Configure computers for new users.
• Coordinate with Manager to set user access, permissions and roles to prevent unauthorized access.

Software Used :

- Microsoft Office Suite

- Windows, Linux

- Cisco for Servers

- Danaos

- Lotus Notes

Reason for living : Involuntary resignation (Work Visa not met)

• To ensure dedicated ICT areas are ready for use each day and that they are in good working order at the end of each day.
• Check hardware regularly reporting faults to ICT Manager.
• To check hardware regularly, repairing simple faults or reporting more complicated faults to ICT Manager.
• Maintain and develop network.
• Support adherence to ICT policies, including those relating to safeguarding and internet usage.
• Resolve hardware/software technical issues
• Check and maintain stocks of ICT consumables
• Onboarding ships for general IT inspection.

Software Used :

- Microsoft Office Suite

- Windows, Linux

- Cisco for Servers

- Danaos

- Lotus Notes

- Wireshark

- Azure

Reason for leaving : Promotion