Enock - ICT Help Desk Agent

Demonstrated experience with Windows OS installation & configuration.

Demonstrated experience with Remote & on-site technical support.

Demonstrated experience with Hardware, software, and network troubleshooting.

Demonstrated experience with Network device installation & configuration.

Demonstrated experience with Preventive maintenance (computers & servers).

Coordinated day-to-day activities for multiple US-based lead generation campaigns.. Worked closely with internal teams to ensure campaign goals, deadlines, and quality standards were met.. Monitored campaign performance and identified opportunities to improve productivity.. Resolved operational issues while maintaining client satisfaction.. Supported successful campaign delivery and maintained service quality.

Reviewed and audited phone verification calls and email submissions.. Provided coaching and constructive feedback to improve performance.. Identified quality trends and recommended process improvements.. Maintained compliance with quality standards.. Improved lead quality and operational consistency.

Conducted over 500 phone verifications weekly with a 95% success rate.. Communicated professionally with US businesses using call scripts.. Exceeded productivity targets in a fast-paced environment.. Reduced average call time by 30 seconds.. Contributed to a 10% increase in lead conversion through accurate verification.. Updated CRM records accurately.

Designed responsive websites using HTML, CSS, and WordPress.. Collaborated with project managers and clients to deliver websites.. Maintained websites and optimized performance.. Performed image editing and content updates.

Diagnosed and resolved hardware, software, and network issues, reducing recurring incident reports.. Maintained IT equipment inventory and administered user accounts, including provisioning and access management.. Reset passwords and managed account access via company-based software.. Installed and configured Windows operating systems across multiple workstations a day, ensuring smooth deployment and minimal downtime.. Delivered remote and on-site technical support to end users organization-wide, resolving issues efficiently and within expected timeframes.

Reset passwords and support account access requests for end users.. Installed and configured network devices to support stable connectivity across the organization.. Provided first-line IT support to end users, serving as the primary point of contact for hardware and software issues.. Performed preventive maintenance on computers and servers to reduce downtime and extend equipment lifespan.. Resolved printer, hardware, and software issues, improving the end-user experience.