Eloi David Kouadio Yao

•  Set up workstations and network connectivity; install, configure, and maintain hardware, software, and peripheral devices. •  Audit systems and remediate for security, performance, and compliance; monitor performance of all IT systems. •  Ensure high-level security of data, network access, and backup systems; maintain licenses and upgrade schedules. •  Design, develop, and coordinate systems, policies, and procedures, including IT infrastructure setup for a new office. •  Administer VPN, internal acces

•  Acted as local escalation point for IT support issues, coordinating with internal teams and external vendors. •  Resolved and routed IT support escalations; provided first/second-tier service desk and desk-side support. •  Executed IT on-boarding/off-boarding and asset management, including OS image deployment and inventory tracking. •  Managed office telephony and mobile device management using remote support and deployment tools.

•  Led and developed direct reports; generated KPIs on team performance, improvement areas, and resource allocation. •  Managed hardware/software escalations involving advanced-level engineers; monitored day-to-day operations. •  Served as subject matter expert in cross-functional IT collaborations; built a high-performing, customer-centric team. •  Maintained daily communication with partners and held regular service reviews reporting KPIs on productivity and quality.