Inoke Kaufusi

• Installing, configuring, maintaining and troubleshooting various technologies such as ChromeOS, Windows and Windows Server, Mac, iOS, Office365/Google Workspace, MDM (Intune and Mosyle), Networking (Switching, Wireless, Firewalls and Content Filtering), Infrastructure services (AD, DNS, DHCP), Hardware Troubleshooting, Backups (On-Site and Cloud), Storage (NAS/SAN) and more
• Provide onsite support to customers, supporting their full IT function, including desktop, servers, software and hardware etc
• Working closely with school staff and teachers to understand their needs and expectations and provide them with the best possible service and advice
• Exploring and implementing new technologies that can enhance the learning experience and outcomes for students
• Chance to work with some innovative and fun tools that you might not encounter in a corporate setting, such as VR,3d printing or e-Sports gaming setups
• Resolve faults or issues with hardware or software in a timely manner, escalating to your Mentor or other team members as necessary for support
• Respond to customer requests and tickets in a timely and accurate manner using the appropriate service management tools
• Communicate with customers in a professional and timely manner as required, ensuring updates on ticket status are provided if necessary
• Assist with project work, which may include roll outs or testing of new devices
• Maintain positive customer relationships for your assigned customers
• Contributing to a rewarding and meaningful mission of supporting education and improving the lives of students, especially in lower socioeconomic areas

• Desktop PC
• Installation and repairing hardware and operating systems
• Perform step by step assembly of a desktop computer
• Servicing computer hardware and software to improve performance
• Performing preventative maintenance and troubleshooting for PCs and Laptops
• Upgrade or replace components of a laptop and printer based on customer needs
• Install, upgrade, update and maintenance of application software on Laptops or PCs
• Setting of safety and security aspects on PCs
• Setting up of files and printing services
• Networking
• Installation of LAN with UTP Cat5/6 cabling installation standard
• Perform network preventative maintenance and troubleshooting
• Installation and implementing
• Allow VLAN for any port
• Helpdesk Support
• Attend to customer calls and service requests
• Recording and assigning of service calls and service requests
• Monitoring of service requests and troubleshooting schedules
• Server
• Monitoring of Domain Control by creating a new user, computer and reset password
• Monitoring of mapping folder and permissions for users

• Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
- Troubleshot networking issues including connectivity problems, slow speeds, or complete outages
effectively restoring service functionality promptly.
• Resolved 20-25 technical support inquiries per day.
• Documented support interactions for future reference.
• Diagnosed and repaired hardware issues for PCs, laptops, printers, and amplifiers, adhering to Service Level Agreements (SLAs) to ensure timely and high-quality service delivery.

• Provided tailored device setup services for customers, including software installation and configuration,
ensuring seamless functionality.
• Assisted customers in unlocking forgotten passwords for phones, laptops, PCs, and iPads, maintaining
strict adherence to security protocols.
• Managed retail sales of technology products, including phones, laptops, PCs, and sound systems, with a
focus on delivering excellent customer service.
• Coordinated sound system rentals, offering setup and operational guidance for events while meeting SLA
commitments for timely delivery and setup.
• Delivered personalized consultations to customers regarding technology purchases, aligning solutions with
their specific needs and ensuring satisfaction.
• Maintained accurate inventory records and ensured the timely replenishment of technology products and
accessories to meet customer demands.
• Supported compliance with SLA metrics by resolving customer requests and technical issues promptly and
professionally, contributing to a reliable service experience.