Open to opportunities

Madelson Joseph

@madelsonjoseph

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Detail-oriented IT professional with over five years of experience.

Zimbabwe

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What I'm looking for

I am looking for a role that offers opportunities for growth, a collaborative environment, and the chance to leverage my technical skills to solve complex IT challenges.

I am a highly motivated IT professional with over five years of customer service and technical experience. My proficiency in VMware, cloud backups, and backup auditing has equipped me with the skills necessary to troubleshoot, implement, and manage IT systems efficiently. I am passionate about continuous learning and growth in the technology field, which drives my commitment to delivering exceptional service.

Currently, I work as an IT Service Desk Analyst at Kinly, where I manage IT service requests and incidents, ensuring timely resolution and adherence to industry best practices. My previous roles as a Technical Account Manager and Desktop Support Analyst have honed my ability to provide technical support in various environments, including Windows, Office 365, and Azure. I take pride in my strong customer service skills and my ability to collaborate effectively with teams and third-party vendors.

Experience

Work history, roles, and key accomplishments

Current

IT Service Desk Analyst

Current

Kinly

Oct 2023 - Present (1 year 8 months)

Managed IT service requests and incidents following industry best practices (ITIL), ensuring timely resolution and escalation when needed. Provided technical support for Windows environments, Office 365, Azure, Intune, and remote desktop solutions.

ITIL Windows Office 365 Azure Intune IT Asset Management ServiceNow Customer Service

Technical Account Manager

RP TechServices

Nov 2022 - Oct 2023 (11 months)

Ensured compliance with Service Level Agreements (SLA) for assigned clients. Secured and maintained all client devices to ensure system integrity.

SLA System Failure Management Technical Training

Desktop Support Analyst

RP TechServices

Jan 2022 - Nov 2022 (10 months)

Provided technical support via phone and email, resolving customer inquiries efficiently. Maintained documentation of support incidents and resolutions.

Technical Support Phone Support Email Support Documentation Customer Service Troubleshooting Installation

System Test Technician

ZT Systems

Mar 2021 - Jan 2022 (10 months)

Troubleshot and resolved hardware and software issues for servers. Debugged errors during testing and ensured all stress tests were passed.

Debugging Reporting

Deployment Technician

DCi Technology Solutions LLC

Jan 2020 - Mar 2021 (1 year 2 months)

Installed and configured network devices to ensure seamless connectivity. Completed software installations and system setup for full functionality.

Installation Data Backup Connectivity Systems

Education

Degrees, certifications, and relevant coursework

DeVry University

Bachelor of Science, Computer Information Systems

Completed a Bachelor of Science in Computer Information Systems. The program focused on various aspects of computer information systems, preparing for a career in IT.

DeVry University

Associate of Applied Science, Information Technology and Networking

Obtained an Associate of Applied Science in Information Technology and Networking. This degree provided foundational knowledge in IT and networking principles.