Frank Kuffour

Cell: 703-***-****

ac45sv@r.postjobfree.com

EXPERIENCE

First Guaranty Mortgage Corporation, Tysons Corner Desktop Support

**/****– present

Resolved technical issues with user active directory accounts, network access, and other systems

Logged and tracked incidents and documented internal procedures and provided and users guidance and access to internal administrative tools

Installed, tested, configured, and updated new workstations, peripheral equipment and software and documented the sign-in and sign out of shared equipment

• Developed Standard Operating procedures and presentations

Maintained inventory of equipment, software, and software licenses for Nitro Pro, Cute PDF, Adobe Products

• Provided technical assistance and support for incoming questions and issues related to organization’s systems and software

• Worked closely with IT teams to monitor project milestones and critical paths to identify potential jeopardy of project schedule

•Coordinated with internal and external IT team to provide sufficient information to diagnose and resolve issues that are not easily resolved.

• Follow-up on pending operational issues: review open trouble tickets, project implementation in coordination with institutional teams, and coordinate any field activities

•Assisted with on-boarding of new users, including profiling and setup and deployment of hardware and software

•Coordinate effective workflows and processes with one or more vendor and/or alliance partners

American Petroleum Institute, Washington DC Tier ll Help Technician

02/2016 – 04/2017

Provided telephone, in-person and remote/online support to end-users and assisted with on-boarding of new users, including setup and deployment of hardware and software

• Collaborated with other team members and contribute productively to the team's work and output

• Maintained Asset Management repository (Remedy) to have Country Office assets in order

Performed direct user support and issue resolution using a trouble ticket system.

Loaded appropriate software packages such as operating systems, networking components and office applications and installed hardware and peripheral components such as monitors, keyboards, printers and disk drives on users’ premises

Responded to queries pertinent to package details, e-commerce solutions, email configurations and search engine submission packages

• Perform coordination and collection of milestone/data from other leads/units

Created help desk documentation with step by step instructions on problem solving techniques

Answered customer telephone calls and emails

Amazon Web Services N2N Integrations, Herndon VA Lead Technician

11/2014 – 01/2016

Coordinated with network engineering, business application, and database administration teams to ensure availability, reliability and scalability of systems and infrastructure to meet company objectives

Performed server installation, support and administration including; physical installation and setup of server / network appliance / SAN hardware, cabling and troubleshooting

• Involved the key players in identifying operating needs, issues, and solutions

Ran T1’s, fiber optics, cross-connects pot lines, Etc.

Utilized multiple ticketing systems, including Remedy, Aperture Vista, Etc.

Rack, diagnose, cable and configure all hardware that pertains to a Data Center environment

Daily backups /restores if need

• Produced project status reports for colleagues and clients

Utilized change management systems to properly schedule and document infrastructure changes

G4S Security Solutions, Sterling VA Security Officer

7/2013 – 11/2014

Monitored all surveillance equipment such as alarm systems and CCTV and analyzed for misconduct.

Inspected sites and surveyed its security, recommended changes and ensured necessary standards

Coordinated with vendors to, and managed implementation and facilitated repair on all existing systems

Managed all emergencies such calling G4S in case of a violator

Inspected sites and surveyed its security, recommended changes and ensured necessary standards

CalisCom AV Solutions LLC, Woodbridge VA Technician

10/2013 – 05/2014

Tested and repaired electrical control equipment and circuitry at construction site

Assembled, installed and tested switch panels, transformer, and other electrical equipment such as Access Control, Alarm System, Intercoms, Computer Networking, and Various CCTV including IP etc

Performed electrical appliance installation and conducted general lighting repairs

• Gathered project scope and requirements

• Supported tasks for ISO and other audit compliance involving IT infrastructure

SKILLS

Windows XP,7, 8, 10 & Mac

Microsoft Office, Microsoft 365, Active Directory

DNS. WINS

Voiceover IP Phones

System Upgrades Inventory Tracking

Productivity Software System Recovery LAN/WAN

Troubleshooting

Driver installation Server Setup

Network Connectivity New User Training Wireless/VPN

EDUCATION

Certificate Introduction to Cloud Computing and related study towards the CCNA Security, CompTIA Cloud+ and CompTIA Linux+ in progress

Northern Virginia Community College Associate, Information Technology (Spring 2018)

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