Customer Service Support

Martin Larweh Kwao

Summary

Over * years of in-depth IT experience in Desktop/Helpdesk support, Hardware Repairs coupled with 5 years’ experience in administrative Support in a fast-paced environment and offering versatile office management skills and proficiency in Microsoft office programs

Hands on experience in installing, configuring, managing, upgrading, migrating, monitoring and troubleshooting Microsoft and Cisco systems

Ability to multitask and dynamically prioritize tasks with proven time management

Ability to work independently, as well as in a team environment

Self-starter that exhibits a high level of attention to accurate detail

Team player

Education

Greenhill College Dec 2005

Diploma/Associates

Technical Skill/Certification

CCNA, CompTIA Network plus, MCP, Microsoft Products MS Word, MS Excel, MS Access, MS Power Point, Windows7 XP, and Vista.

Experience

Bandwithgh May 2017 - Jul 2017

Desktop Support

Install, configure and optimize new servers following a global standard.

Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.

Installs upgrades, configures, tests, maintains and supports operating system software in a production environment.

Performed regular security monitoring identifying any possible intrusions and anti-virus software configuration.

Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.

Receiving, prioritizing, documenting, and actively resolving issues using support software utilities, as well as require hands on help at the desktop level.

Installed Hard disks, Floppy drives, CD Drives, Sound Blaster cards, CPU, Memory, Power supply unit, Network card, Video graphics card, Hard disk controller card on PC systems

Optimized systems performance and spool utilization.

Installs, configures and maintains personal computers, Windows networks, workstations, network cabling, and other related equipment, devices and systems; adds or upgrades and configures disk drives, printers and related equipment

Restoring computers to operational status, reconfiguring and deployment of computer workstations.

VFS Global Pvt Ghana Ltd Aug 2008 - Dec 2016

Helpdesk Support

Provided support via telephone and email for users in support of Nationwide's proprietary website for creating insurance policies: instructed users on how to effectively create, modify and edit these policies online and provided any password reset support needed.

Successfully supported an end user customer base of about 700 users

Responded and resolve Technical issues of end users with ticketing system and active directory

Establishes and maintains user accounts, assigns file permissions and establishes password and account policies

IT Help Desk with extensive phone support of end users with various operating systems and application software

Responds to 24/7 after hours’ tech support for High priority calls via phone or helpdesk.

Evaluates requests for hardware and software; researches and recommends solutions to technology needs, compatible with the client’s technology architecture and infrastructure and resource constraints.

Performed daily backup operations, ensuring all required file systems and system data were successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.

Performed regular security monitoring identifying any possible intrusions and anti-virus software configuration.

Managing customer expectations by ensuring applications are supported to agreed service levels

Maintained network performance by performing network monitoring and analysis and performance tuning; and trouble shot network problems.

Provide timely, copious documentation in call tracking system

Maintains confidentiality with regard to the information being processed, stored or accessed by the end-users on the network

Maintaining written documentation of all issues and their resolutions.

Configuring email accounts using Outlook and Outlook Express

In depth knowledge and usage of Windows operating systems

Tek Inn Limited Jan 2012 - Dec 2016

Desktop Support (Part Time)

Performed regular security monitoring identifying any possible intrusions and anti-virus software configuration.

Responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.

Helpdesk support experience with ticketing systems

Assembled different parts of the computer like the motherboard, the video card, the hard drive and the computer system fan, in order to create an operational computer.

Performs daily backup operations, ensuring all required file systems and system data are successfully backed up to the appropriate media, recovery tapes or disks are created, and media is recycled and sent off site as necessary.

Providing back up support for several system and network roles in accordance with the team.

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