Ivan Tembe Email & Phone Number

United States

Virginia, United States

Responsible for providing 2nd level escalation support to the Tier 1 Help Desk, as well as remote and on-site troubleshooting for hardware and software support.Document Incidents and Work Orders with detailed break-fix steps and resolution in ticket tracking system.Monitor and update all incidents and requests, including calls assigned to external suppliers/vendors.Track all work, inventory, and projects using a ticketing system.Provide assistance and participate on new project(s) testing and deployment/delivery.Travel to all client sites in the Washington, DC National Capitol Region as needed for break/fix tickets.Work with vendors as it pertains to software and hardware troubleshooting, repair, replacement and personnel escort.Provide input and update knowledge base as necessary.Document, update and close tickets according to defined service level agreement requirements.

Lima, Peru

Luanda

As the Information Management Assistant, I collaborated with office personnel for user IT problems, incidents, issues, requests, and queries leading to efficient resolution improving customer satisfaction results. In addition, I connected with FAC, GS, HR, and FM leadership to ensure IT concerns are resolved and within budget and scope of services. I also Install computers and related hardware and track investigations on hardware problems resulting in minimal repairs. To complete the computer and software needs for the organization, I interface with vendors & IT service teams to resolve telecom, videoconference, network, systems, and/or related hardware tickets. Ensure proper documentation and report on all related incidents. Key Achievements:* Calendar Management: Create a centralized calendar through desktop application and internal display cross agency via TV broadcast including training opportunities, appointments and identified vacations* Inventory Management: Organized inventory including number of machines, operation and prepare status, age of machine and time for retirement developing SOPs for future team members.

Maputo, Mozambique

I provided organizational and communications efficiency for the U.S. Embassy's sections responsible for building operations, shipping & customs, employee medical services, and financial management. I managed customer service tasks, as well as technical records maintenance and disposition. I tracked and gathered feedback, anticipating problems and identifying solutions to improve relationships between section and regular customers. I worked across multiple verticals that represented nearly a 500 person workforce.Key Achievements:* HR Dashboard: Designed and launched an HR monitoring dashboard equipped with current staffing, promotion process and succession planning metrics for current and future forecasting.* Website Development: Collaborated with facilities to redesign and launch resource website focused on distributing troubleshooting, access and contact information for interested parties.

Maputo