Boubacar Barry
Scarborough,Canada
Summary
Experienced Help Desk Analyst with a strong ability to efficiently manage and prioritize multiple tasks to provide top-notch technical assistance. Skilled system administrator with a passion for continuous knowledge expansion and skill acquisition. Proactive and adaptable, willing to travel off-site to resolve technical support issues, going the extra mile.
Overview
23
23
years of professional experience
1
1
Certification
Work History
Bilingual Help Desk Analyst
Soroc Technology Inc
12.2020 - Current
- Provided basic end-user troubleshooting and desktop support.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Used ticketing systems to manage and process support actions and requests.
- Resolved technical issues by troubleshooting.
- Identified and solved technical issues using variety of diagnostic tools and tactics.
- Provided customer support and technical support to multiple customers daily.
Service Desk Analyst
L Brands Canada
06.2018 - 12.2019
- Support for L brands stores worldwide
- POS, HR and Hardware Technical Support
- Provide technical support to corporate associates by remote connection
- Entered service tickets into incident tracking system to facilitate faster problem identification and resolution.
- Document accurate and detailed information on stores issues
- Investigates current system information, updates and outages
- Takes necessary action to correct or escalate emergency situations
Service Desk Analyst
Fujitsu Canada
11.2015 - 08.2018
- Support for TJ Maxx stores chains operations and equipment’s
- TJ Maxx Corp Global Support for UK and Australia Inbounds
- Created user accounts and assigned permissions.
- Diagnosed and troubleshot hardware, software and network issues.
Phone Over Ip Tech Support
Bell TV
04.2003 - 11.2014
- Technical support for phone, TV and Internet services (IPTV)
- Billing and customer retention
- Field technicians dispatching
- Translated documents, forms and other materials from English to French
Customer Service Tech Support
WEB HELP
06.2001 - 04.2003
- Created user accounts and assigned permissions.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Supported customer questions and issues by gathering data, analyzing needs, evaluating possible resolutions and implementing best solutions.
Education
Management - undefined
HEC Montreal
06.2019
Certificate in electronic commerce - undefined
HEC Montreal
12.2008
A+ CERTIFICATION -
MicroAge College Prince George B.C
Prince George BC06.2001
High School Diploma -
MCSE Certification
Prince George BC Canada11-1999
Skills
- Training abilities
- Application support
- Desktop support
- Video-based technical services
- Providing customer support
Hobbies and Interests
E-Commerce, Reading, Gym, Travel, Social Media, AI….
Certification
- HEC Montreal [Associate's degree , E-Commerce] 2006 - 2010
- College LaSalle , Montreal QC
Associate 's degree, Computer System Networking and Telecommunications] - 2002 - 2005
- Prince George Community Center , Prince George , British Columbia [MCSE and A+ Certification ] 2000 - 2002
Languages
English
Native language
French
Proficient
C2
Timeline
Bilingual Help Desk Analyst
Soroc Technology Inc
12.2020 - Current
Service Desk Analyst
L Brands Canada
06.2018 - 12.2019
Service Desk Analyst
Fujitsu Canada
11.2015 - 08.2018
Phone Over Ip Tech Support
Bell TV
04.2003 - 11.2014
Customer Service Tech Support
WEB HELP
06.2001 - 04.2003
Management - undefined
HEC Montreal
Certificate in electronic commerce - undefined
HEC Montreal
A+ CERTIFICATION -
MicroAge College Prince George B.C
High School Diploma -
MCSE Certification
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