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Active Directory Software

Washington, District of Columbia, United States
February 28, 2018

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Frank Kuffour

Cell (703) ***-****



First Guaranty Mortgage Corporation, Tysons Corner Tier ll Help Technician

**/**** – present

Provide technical assistance and support for incoming questions and issues related to organization’s systems and software.

Respond to questions and issues in person, over the phone, or via email.

Work with other members of IT team to provide sufficient information to diagnose and resolve issues that are not easily resolved.

Assist with onboarding of new users, including setup and deployment of hardware and software.

Quickly address user issues, and follow up to ensure that issues are resolved.

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

Document internal procedures.

Provide users guidance and access to internal administrative tools as well as other tools.

Install, test, configure, and update new workstations, peripheral equipment and software.

Maintain inventory of equipment, software, and software licenses.

American Petroleum Institute, Washington DC Tier ll Help Technician

02/2016 – 03/2017

Performs direct user support and issue resolution using a trouble ticket system

Loads appropriate software packages such as operating systems, networking components and office applications

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

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

Assist in the customization and adaptation of existing programs to meet users’ requirements

Quickly, courteously and accurately address customers IT related issues, questions, and/or concerns.

Generate and helping to resolve Trouble Tickets for tracking problem resolution

Install hardware and peripheral components such as monitors, keyboards, printers and disk drives on users’ premises

Provide telephone, in-person and remote/online support to end-users

Amazon Web Services N2N Integrations, Herndon VA Lead Technician

11/2014 – 01/2016

Kept the data center organized and in perfect running order

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

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

Update/Maintain records of all inventory

On call every other week, fast SLA for any issue at hand

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

Daily backups /restores if needs

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

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

Utilize 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 facility as per client instructions and prevented all losses

Managed all emergencies such calling G4S in case of a violator

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

Coordinated with vendors, installed project, and facilitated repair on all existing systems

Monitored conceptualization and implementation of all projects

Maintained records of all incidents in a systematic way

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

Access Control, Alarm System, Intercoms, Computer Networking, and Various CCTV including IP etc

Performed electrical appliance installation and conducted general lighting repairs

Maintained simple records; kept log and systems updated, updated computer and networking grades


2017 Certificate Introduction to Cloud Computing and related study towards the CCNA Security, CompTIA Cloud+ and CompTIA Linux+ in progress


2015 Northern Virginia Community College, Location Associatie, Information Technology (Spring 2018)

2008 C.D. Hylton High School, Woodbridge VA H.S Diploma



- Windows XP,7, 8, 10 & Mac

- System Upgrades -Inventory Tracking

Productivity Software System Recovery


Printer troubleshooting Driver installation Server Setup

Network Connectivity New User Training Wireless/VPN


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