Jacques Mbiakop

Experience

• 

  Capgemini

  Jul 2016 - Jan 2018

  System Analyst

  IMS L3

• 

  Cognizant

  - Jan 2016

  Technical support for the UBS Swiss banking • PC support desktop PC components hardware. Setting up the required network, configuring the site devices software installation, Analytical & Reasoning, Email etiquettes • Coaching and Mentoring Support Professionals. Network/ Intranet/ LAN• Application Support;- Avaya- Printers - VPN software and collaboration tools;- Password reset and remote control tools;. MS Windows & Office, Desktops, Laptops, SAP, Notebook Peripherals and Networking; BB, iPAD,iPhone Kevesebb megjelenítése • relationship building with support groups and team• Coaching new colleagues, follow up and updated the training schedule • Ensure schedule adherence across shifts in case of any potential deviation keep the Shift lead informed for staffing plan.• Coaching and Mentoring Support Professionals• Coordinate with the L2 and L3 teams to improve the Resolution performance• Application Support;- Printers - VPN software and collaboration tools;- Password reset and remote control tools;- MS Windows & Office, Desktops, Laptops, SAP, BOSS/Elvis, Swedamart, ELM, Notebook Peripherals and Networking;• Act as a SME and Floor Support for the team / handle escalation calls as first point of contact within the team.• Responsible for updating reports for the team [Ex: Daily report and shift handover report.]• Check the Attendance in the beginning of every shift and report to Team leads/Operations Manager for any potential deviations in SLA’s due to Absenteeism. This will help TL’s to reassign staffing across queues or call in extra staff in order to meet the SLA• Performing follow up action on client queries apart from alerts/ alarms.• Will be responsible to validate a requirement for Major ticket for any outage/Major Incident.• Upon merging Floor Management – Will coordinate with other support teams and man MI’s if required.• Update Floor Management team on any major issues• Whenever tools are down, need to follow the escalation process and keep the TL / Operations / Delivery manager posted on the updates.• Maintain team communications example team huddles Kevesebb megjelenítése

  • Technical Support Specialist

    Jan 2013 - Jan 2016

  • Shift Leader / L2

    -
• 

  Orange

  Jan 2008 - Nov 2009

  Customer Service Specialist

  Solve simple problems concerning networks and networks components.Changes user sitting from distance if needed Tracks tickets and informs the client about its statusPerforms troubleshooting directly in the systems of the customer , re-install programs if necessary Solves more complex problems concerning application and operations and systems as wellShear knowledge with colleaguesWorks with greater independences, processes bigger authority and knowledge to solve problems.- Windows XP/7, OS configuration, administration and troubleshooting - Client software installation, configuration and troubleshooting- TCP/IP (client to gateway) configuration and troubleshooting- Review support documentation and recommend changes and additional information- In case of a technical escalation provide support to agents and Team Leaders/Subject Matter Experts Kevesebb megjelenítése

• 

  IT Services Hungary Kft.

  May 2011 - Jul 2013

  IT Helpdesk

  Maintains direct contact with the client or ticket owner, is available for receiving calls / emails / tickets requests / incidents and to answer them as soon as possible.Records the incomings and client requests orders or incidents, creates tickets.Monitors the systems and creates tickets when a defect is detected.Solves simple problems in connection with MS Office Application and the most common operation systems. Solve simple problems concerning networks and networks components.Changes user sitting from distance if needed Tracks tickets and informs the client about its status Kevesebb megjelenítése

• 

  Tech Mahindra

  - Apr 2021

  Senior Software Engineer
• 

  ExxonMobil

  May 2021 - now

  System Engineer