Emmanuel Mollo

Background

About Emmanuel Mollo

Career Progression: Field Technician (2019 - 2023) Performed fiber and wireless installations, maintained towers, troubleshot on-site faults, and set up routers and access points. Managed Point-to-Point and Point-to-Multi-Point connections. Helpdesk Agent Tier 1 (2022 - 2023) Provided support to helpdesk teams by addressing ticket backlogs and maintaining technical documentation. Handled first-line customer support, troubleshooting network issues, and assisting with team knowledge-sharing. Developed technical skills in networking (TCP/IP, DNS, routers, and switches) and tools like Microsoft Office. Helpdesk Agent Tier 2 (2023 - Present) Delivered advanced customer support for mid-level technical issues (local systems setup, networking, compliance). Monitored network performance using tools like PRTG and Zabbix. Handled escalations and identified trends in customer issues to propose long-term resolutions. Demonstrated leadership potential through decision-making, teamwork, and continuous learning. Helpdesk Team Captain (2023 - Present) Oversees helpdesk agents, ensures team KPIs are met, and addresses underperformance with long-term solutions. Coaches and trains team members to ensure continuous improvement and high performance. Manages complex customer escalations, supervises ticket queues, and provides advanced technical support. Monitors network issues using tools like Zabbix, ensuring timely escalation to relevant teams. Key Skills: Technical Proficiency: Networking (TCP/IP, DNS, routers, switches), troubleshooting tools (ping, tracert), and monitoring tools (PRTG, Zabbix). Leadership & Team Management: Coaching, training, KPI tracking, and team development. Customer Support: Strong communication, problem-solving, and real-time issue resolution. Continuous Improvement: Adapting to new technologies, process optimisation, and documentation management. This progression highlights a solid track record of technical expertise, leadership, and a customer-focused approach.