Ivan Lukenda

Promoted to Senior IT Support Analyst

• Responding to IT support requests
• Ensuring correct use of applications, networks, and equipment
• Fixing hardware issues including replacing equipment and peripherals such as computers, terminals, and routers
• Ensuring computer network's optimal performance
• Analyzing issues and determining correct software or hardware solution
• Setting up conference rooms
• Answered customer support inquiries via specialized ticket tracking platforms.
• Created user accounts and managed access control.
• Configured and distributed devices used daily by employees.
• Configured hardware, devices and software to set up work stations for employees.

• Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution
• Explained technical information in clear terms to non-technical individuals to promote a better understanding
• Assisted customers in identifying issues and explained solutions to restore service and functionality
• Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks
• Brokedown and evaluated user problems, using test scripts, personal expertise, and probing questions
• Resolving network issues
• Managing multiple cases at one time

• Coordinated regular inspections of vehicles and scheduled preventive maintenance.
• Organized paperwork and explained individual job parameters for each assignment.
• Responded to high volume of phone and email requests to provide logistics information.
• Monitored driver locations in field and solved discrepancies to keep team on-track.
• Assisting in making a bespoke advertisements via software.

• Responded to customer concerns by providing friendly, knowledgeable support and maintaining composure and professionalism.
• Initiated plans to improve customer relations, quality standards and service efficiency.
• Set goals for department and supported employees in meeting expectations.
• Trained employees in essential job functions.
• Scheduled weekly roster for all employees and departments.

• Evaluated incoming shipments for quality issues and processed unacceptable materials for return.
• Kept documentation and records accurate and up-to-date with latest data to prevent errors in processing or delivery.
• Met environmentally controlled warehouse operational needs through smooth staffing and resource allocation.
• Trained new staff on job duties, company policies and safety procedures for rapid onboarding.

• Effectively located merchandise across various stores to address customer needs.
• Addressed customer issues immediately to guarantee swift resolution.
• Balanced and organized cash register by handling cash, counting change and storing coupons.
• Answered questions about store policies and addressed customer concerns.
• Remained calm and composed in tense situations involving angry or upset customers.

• Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
• Performed installation, maintenance and repair for complex internal computer hardware and various software applications.
• Oversaw equipment inventory to maintain on-hand availability of necessary replacement parts and consumable goods.
• Implemented internal quality standards to secure electronic records integrity.
• Recommended new and replacement hardware and software purchases.
• Explained technical information in clear terms to promote better understanding for non-technical users.