Akihiro Ito
IT
Yokohama,43
Summary
Accommodating helpdesk with more than 3 years of experience interacting cordially with wide range of personalities and satisfying customers by patiently and tactfully handling difficult situations. Practiced at maintaining, analyzing and troubleshooting computers and peripherals. Highly motivated and results-driven when resolving IT issues and interacting with help desk staff.
Overview
8
8
years of professional experience
4
4
Certifications
2
2
Languages
Work History
IT Helpdesk
TechnoPro Engineering, Inc.
11.2023 - Current
- Streamlined helpdesk processes for increased efficiency and improved response times.
- Actively participated in team meetings and contributed ideas for process improvements, resulting in a more efficient and effective helpdesk operation.
- Developed comprehensive knowledge base articles, FAQs, empowering users to resolve common issues independently.
- Regularly reviewed support documentation to ensure accuracy and relevance, updating and revising as needed to provide the most up-to-date information for users.
PMO Lead
Isfnet Group
04.2023 - 11.2023
- Conducted post-project evaluations to identify lessons learned and inform future projects'' best practices.
- Standardized reporting templates across all projects for consistent performance measurement and evaluation.
- Streamlined communication between project teams for improved collaboration and decision making.
- Facilitated stakeholder engagement by conducting regular progress meetings and providing detailed updates on project status.
- Collaborated with executive stakeholders to define organizational goals, aligning projects with strategic objectives effectively.
Level 2 Bilingual IT Support Engineer
Isfnet Group
07.2020 - 03.2023
- Safeguarded sensitive data with rigorous backup strategies and disaster recovery plans by the use of active directory.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Delivered end-user training on new technologies, increasing adoption rates among employees. Creating manuals, How to what to do documentation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Used ticketing systems to manage and process support actions and requests. (Service Now).
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Diagnosed and troubleshot hardware, software and network issues.
- Maintain SLA and provide VIP support
Security Forces Member
Carnival Cruise Lines
04.2016 - 05.2020
- Improved emergency response times through the development and implementation of effective training exercises.
- Minimized property damage during crisis situations through swift coordination with first responders and efficient evacuation procedures.
- Ensured overall safety with thorough inspections of facilities and equipment, identifying and addressing vulnerabilities.
- Maintained a clear understanding of chain-of-command structures, ensuring efficient distribution of tasks among team members during operations or drills.
Education
High School Diploma -
St Francis Methodist School
Singapore 04.2001 -
Skills
- Remote Support
- Hardware support
- Escalation management
- End-user support
- Ticket management
- User Support
- Data Recovery
- Documentation Development
- Microsoft Windows and Office
Certification
Driving license
Timeline
Driving license
03-2024
LPIC-1
12-2023
IT Helpdesk
TechnoPro Engineering, Inc.
11.2023 - Current
PMO Lead
Isfnet Group
04.2023 - 11.2023
Nissho bookkeeping test 2nd grade
08-2021
Level 2 Bilingual IT Support Engineer
Isfnet Group
07.2020 - 03.2023
TOEIC Listening, Reading
04-2019
Security Forces Member
Carnival Cruise Lines
04.2016 - 05.2020
High School Diploma -
St Francis Methodist School
04.2001 -
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