Project Manager Software
Resume:
KOFI AMANQUAH
**** **** **** ****** ** Citizen
Brooklyn, NY 11236 *********@*****.***
SUMMARY
Desktop Support Analyst with 13 years experience in Financial, Fortune 500
and IT companies. Expertise in desktop and remote support, troubleshoot
technical issues and support senior management. Dedicated, motivated, great
interpersonal skills, reliable and hardworking. Able to work independently
and under pressure.
Microsoft Certified Professional (MCP) A+ Certified:
Technic
al Skills Software:
Windows 7, Windows Vista, Windows XP, Windows NT 4.0 Server and Work
Station, Windows 98, Mac OS X, IBM Mainframe, Microsoft Internet Explorer
8, 7, 6, MS Communicator, Microsoft Office 2010, 2007, 2003, 2002, Delta
View, Thompson, Active Roles 6.x, Remedy 4.x, Tivoli, Trackit V-7, Desktop
Authority v-7, Dameware, PCAnywhere, v-7-11,Norton Anti-virus, MacAfee Anti-
virus, PC, Lotus Notes 8, Symantec Ghost v-8, Nortel Network VPN Client v-
4-6, Adobe Photoshop, Blackberry Desktop Manager, Utimaco Safeguard,
SQL32, Crystal Report: Network and Protocols: LAN, WAN, DHCP, DNS,TCP/IP,
IPX/SPX FTP, RAS, VPN.
.
HARDWARE:
Lenovo, HP, Compaq, Dell, MAC, (Pentiums) Blackberry, Modems, CD-ROM, HP,
Canon, Xerox Printers, Hubs, PCMCIA Cards, Air Cards, Scanners, Network
Interface Cards Hard Drives, Sound Cards VGA Cards, etc.
PROFESSIONAL EXPERIENCE:
PUBLICIS GROUPE, New York, NY
Desktop Support Analyst (Consultant) Award:
1/2010-Present
. Responsible for providing desktop and remote support for 1,200 end users.
. Ghost, configure and setup, desktop computers/laptops, smart phones, IP-
phones, scanners and printers.
. Perform a variety of responsibilities including VPN, wireless
connectivity issues and remote support via SMS.
. Responsibilities include installation, upgrade, configuration break/fixes
and over all maintenance of desktop/laptop, Mac systems and peripherals.
Respond to all user technical support request in timely manner.
. Install, configure and support Windows 7, Windows XP, Office 2010, Office
2007, and Microsoft One Note.
. Diagnoses troubleshoot technical problems and makes recommendations for
improving performance.
. Provide system administration, create user and computer accounts in
Active Directory and place them in the right OUs, reset passwords and
push software to remote systems via SMS.
ANN TAYLOR CORPORATION, New York, NY
2001-2009
Senior Desktop Support Analyst/System Engineer: Awards.
. Provided Desktop and Remote Support to 2,000 clients including
executives.
. Responsibilities included assisting clients with the resolution of all
computer related problems.
. Troubleshot, LAN, WAN, VPN-RSA Token authentication and Wireless
connectivity issues.
. Installed, configured and troubleshot software and hardware issues, on
all desktop, laptops and Mac computers.
. Installed, configured and troubleshot local and network
printers/scanners, HP, Canons, Xerox, Blackberries, setup projectors and
Video conferences. Responsible for all new hire desktops /laptops setup
and relocations.
. Managed software updates and patches on all computers using Desktop
Authority via Active Directory.
. Supported four major desktop pcs and laptops rollout. Refreshing 2,000
desktop pcs and laptops in each rollout.
. Coordinated, managed and supported a pilot OS and Office Upgrades from
Windows NT to XP, Office 97 to 2002 and Office 2002 to 2007. Diagnosed,
researched and documented all potential issues. Coordinated with other
teams supporting various applications platform to troubleshoot during
testing phase to ensure smooth transition while meeting deadline. Managed
client's expectation by providing updates on outstanding issues.
. Managed Trackit/Tivoli call tracking system and configured it to
prioritize Support to all executives.
. Created and updated tickets in queue with detailed resolution information
to enhance issue resolution database.
. Documented and tracked inventory of all computer equipment and software
licenses. Created and managed all software installation instructions for
the support Team.
KOFI AMANQUAH
ADP, Edgewood, NY
2000-2001
Technical Support Analyst for Windows NT Roll Out (Consultant for
Alternative Resource Corporation)
. Responsible for NT workstation roll-out project and upgrades over 1000
Compag and Dell machines in NT, Novell and IBM Mainframe environment,
deployed the image with Norton Ghost.
. Setup, configured and troubleshot computers, printers PDAs connectivity
issues.
. Installed, configured and supported Office 2000, McAfee Anti-virus,
Internet Explorer 5.0, Computron, IBM Reflection, Visio 2000, Visual
Caf , FrontPage 2000, UPS On Line, MS Project 98, SQL32, Crystal Report,
Application Extender, Nic cards, modems PCMCIA cards, Hard drives, VGA
cards, Sound cards and Scanners .
. Configured Outlook 2000 on client's computers and migrated some clients
from MSmail to MS-Exchange.
. Provided desktop support and training to over 1000 clients in NT and
Novell environment.
. Installed and configured Windows 95/98 on IBM ThinkPad laptops.
NASDAQ, New York, NY
1999-2000
Project Coordinator/Support Analyst (Consultant for Alternative Resource
Corporation)
. Coordinated and supported all PC issues of the Market Investigation
Department.
. Responsible for managing all PCs and software upgrades as well as
tracking inventory of all hardware.
. Provided technical support to project manager and floor support to over
500 traders and research analyst in NT and Novell environment.
. Assisted in the installation and updating of software, as well as the
setup and troubleshooting of all equipment.
. Recommend hardware and software solutions and upgrades using established
procurement processes.
INTERIM TECHNOLOGY, Lyndhurst, NJ
1998-1999
Technical Support Analyst (Consultant)
. Provided 1st and 2nd support to over 800 clients using Remedy call
tracking software to log in calls, routing complex problems to third
level support.
. Installed and supported MS Office 97, Outlook 98, Internet Explorer 4.0
and PCAnywhere.
. Set-up and configured Outlook clients to connect to MS Exchange Server.
. Installed and configured Hard drives, modems, NIC cards CDroms, TCP/IP,
IPS/XPS, PPP, on Windows NT work stations and Dell note book computers
for Local Area Network connectivity.
. Installed and configured Remote Access Services on desktop and notebook
computers for Internet access.
. Setup, configured, monitored and troubleshot computers/laptops and
related hardware on all OS platforms.
. Installed, configured, troubleshot and resolved printers, scanners,
connectivity issues.
COMMUNITY HOSPITAL OF BROOKLYN, Brooklyn, NY
1996-1998
Help Desk/Desktop Support
. Primarily provided phone and desktop support to approximately 400
clients.
. Installed and troubleshoot MS-Word, Excel, PowerPoint, Access, Netscape
Messenger and
Microsoft Outlook.
. Responsibilities included installation, configuring and troubleshooting
Windows NT Workstation, Windows 95, MS-DOS, Windows 3.X and Memory and
software optimization.
. Installed and configured Netflex PC Cards on IBM notebook computers for
Remote Access Service.
. Coordinated with consultants and IT managers in addressing end clients
need.
. Established hardware and software standard for clients.
EDUCATION
Alliance Micro-System, Brooklyn, NY
Training: Scripting Windows: Administrative Tasks: Hand-on.
College of Staten Island, Staten Island, NY.
Major: Computer Science, completed 2 years.
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