JOSHUA TAWIAH OKPOTI

PROFESSIONAL PROFILE

E-MAIL: acu07y@r.postjobfree.com MOBILE: +233*********

https://gh.linkedin.com/in/itsupporttechnician Reference: acu07y@r.postjobfree.com

Notable skills : https://youtu.be/Rwsqn_ZrWYs

https://youtu.be/YKNFnSnHszA

Highly motivated tech-support professional skilled in troubleshooting, analyzing and resolving complex technical problems, utilizing advanced resolution procedures.

Seeking for opportunities in Technical Support, Desktop support, Hardware Technician and Team Leading, preferably in the Information Technology industries. Worked for several years in call centers as field support engineer, serving companies’ customers in IT and desktop-help-desk departments.

I have handled customer queries and complaints, achieved target results in Desktop support and built relationships with vendors. All these functions I feel have something in common. You need to listen and empathize, understand what the other side needs, and then find a solution beneficial to both sides.

Key Skills

Outstanding analytical, problem-solving, and troubleshooting ability.

Superior communication (oral and written), customer service and interpersonal skills.

Both independent and team worker, as required.

MS Office proficiency and tracking-software familiarity.

Ability to multi-task and prioritize effectively.

Poised and patient when dealing with clients.

Technical Support Representative

Main Functions:

Provided business-clients with efficient support – Responded to phone calls, emails, and in-person requests.

Installed software, configured and tested customer PC’s, analyzed functionality of peripheral appendages.

Worked closely and effectively with vendors to replace/repair defective hardware and software.

Instructed and trained end-users regarding computer literacy.

TECHNICAL EXPERTISE

Software: MS Office, Open office, Kaspersky, Avast, Norton, Nod 32 and Avg.

Networking: Hp Open view, Network View, Asset Tracker and LAN Desk.

Operating systems: MS Windows 9x/2000, XP, 2003, Vista, Win 7, Win 8, Linux Red Hat and Windows server operating System

Hardware: HP, Dell, Acer, Toshiba, EEPC Laptops and Desktops, APC UPS systems And HP Server.

Protocols: TCP/IP, FTP and TFTP.

Databases: SQL, My SQL and Oracle.

SUMMARY OF QUALIFICATIONS

History of bridging IS and IT to enhance business value. Expertise in Hardware, Networking analysis, Design, implementation and support.

Very Strong Hardware skills in laptops, desktops, severs etc.

Earned multiple certificates in technology fields of study.

Outstanding interpersonal and presentation skills.

Changing of embedded video chips on laptop and desktop motherboards that cause no display problems on monitor and screens and other parts of computers and notebooks, understanding of most components of computer motherboards and devices with their related problems.

Furthermore, have better skills and much modernized technology and equipment usability.

Buying and selling on the internet. I understand most computer related device and fast learner.Im ever ready to exhibit my skills at interview when I get the nod to meet you.

Notable Performance:

Collaborated with company staff to optimize working environment and customer service.

Ran routine phone troubleshooting and configuration.

Trained sales-department staff and guided them in helping clients select the right product.

Collected information through client phone calls to identify and report product problems.

Professional Experience

JOT IT PROFESSIONALS February 2010 till date

Customer Support (Technical)

JOT IT PROFESSIONALS is one of the most advanced Computer Hardware companies in Ghana, a team of hardware, Networking and electronic device repairs professionals, having successfully built more relationships with customers and complains, I have also manage desktop support and client services to companies such as HARC GHANA,NIA,NELIPS.

Responsibilities:

Handling Customer enquiries and concerns and providing direct solutions on the phone, email as well as walk-in clientele.

Achieved the highest level of customer satisfaction rating for my team for the year 2013

Troubleshooting of Network related problems, IP conflicts and No connectivity issues.

Managing user account and installing software.

Remove virus treats without damaging files or operating systems.

Backup data for users.

Design, implement and support Data network Systems. Repair of laptops and Desktop systems.

Maintenance of Network data systems and support.

HP Open view is used to manage and monitor Network systems.

Change motherboards successfully.

Repair Laptops and desktop short circuits and display problems.

MAIN ACHIEVEMENTS

Solved short circuit problems in laptops and desktops, fixed dell and Hp power supply issues, changed video graphics chip on motherboards, testing of SMDs components and replacing them on motherboards, using asset management software to track users on network and creating users in active directory. I have replaced lots of laptop screens and repaired no screen issues on Plasma TVs such as Samsung and LG and optical problems in Sony projector TVs, furthermore, solved power problems on acer and Epson projectors.

Network Administrator March 2007 – May 2007

Troubleshooting of Network related problems, IP conflicts and No connectivity issues.

Managing user account and installing software.

Relating to customers base on their problems and implementing measures

Selling of desktop and notebook computers based on specs

Attending customer service related meetings.

STRENGTHS AND OTHERS

Bachelor’s Degree in Computer Application in 2011.

Experience in Selling, Servicing, repairing, maintenance and Leading teams.

Reading Books, Traveling, Socializing and reading and watching professionals on YouTube.

EDUCATION

2011 – 2013- Bachelor of Science in Information Technology, University of Winneba, NIIT Campus

2013 -2014 – National service, National Identification Authority, Ghana

2009 - 2011 – Professional Diploma in Information Technology, NIIT College

2008- Professional selling, Customer Service training, Fraud and Abuse, Basic Banking, Montran Ghana

2005 - 2007- CompTIA A+, Network Engineering, NIIT College

Certifications: BSc.IT, Professional Diploma in IT, A+ and Honors Diploma in Networking.

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