Desktop Support Manager

AKWASI SARFO DARKWAH

**** ***** ***** ****, *********, MD, 21229 · 571-***-****

*************@*****.***

Seeking a job for a Help Desk Support position where I can make the best use of my problem-solving, customer-service and communication skills, and experience in identifying, researching and resolving various technical issues to provide support to end users and increase organization's growth.

EXPERIENCE

11/11/2016 – PRESENT

Area Manager, Amazon

Experience in Outbound and Inbound Departments Coordinating with associates to get customer orders shipped in a timely manner.

Multi-tasking to reach daily deadlines efficiently Identifying labor moves needed to complete tasks Assist in removing associate barriers to help maintain/improve production Coach associates to help set them up for success.

Meet all dock requirements for shipping CPT, that's been trained to TDR.

Maintain clean product as required by health code with been trained and certified as food safety level 2.

Excel at showing new product using FIFO.

Utilizing all programmes and understand how to problem solve using scanners and computer.

Train and develop new hires in the Ambassador role.

Address questions concerning problems by coworkers.

Pack, Sort and Load an average of 4,000 customer shipments within 3 hours; personal process as much as 700 units in 3 hours.

Pick and Slam at a rate of 100 units per hour.

1/23/2015 – 10/6/2016

Henkels & Mccoy Network Solutions (HMI)

Site: Capital One building- Tysons Corner.

Cable Technician

•Identify, track, and remove abandoned cable using a project map.

•CAT5e and CAT6 terminations using tool such as a crimping tool into RJ45 and RJ 11 for communication cables.

•Test every newly installed or relocated cable in accordance with established procedures with a fluke tester.

•Performs fiber testing to ensure all cables are properly connected in their right SFP’s and ports.

•Running copper and fiber cables at a certain radius as procedures allows.

•Keep cable neatly tied and bundled while maintaining safety standard.

•Return all equipment and supplies to respective locations after the job completion

2/5/2016—2/5/2018

Desktop Support Specialist, MedStar Health

Provide timely support for hardware, software and network-related issues, responding to and solving ~50 weekly tickets

Automated data backup processes, increasing network security and saving company resources

Document incident and resolution information in Remedy tracking system

Responded to inquiries in-person or via email, chat or telephone

Relocated users to new workstations, including moving and connecting assigned equipment

Relocated users to new workstations, including moving and connecting assigned equipment

Provide desktop and laptop support for system refresh project, supported users on setting up multiple network printers, managed hardware and software failure due to viruses, network cabling and termination and Punch down keystone jacks and patch boards

Established remote connectivity using Log Me In.

Successfully troubleshot and resolved end-user complications through research and effective follow up practices

MARCH 2011

Internship, Ministry of Communication, Ghana

Provided daily technical support for e-mail, network connectivity, peripheral equipment, and system maintenance.

Deployed, maintained and operated numerous devices such as PCs, data projectors, iPads, smartphones, and sound systems.

Assisted in the installing and maintenance of the networking infrastructure. Helped transition wireless network from hot-spots to 100% signal coverage by installing and upgrading switches, APs and routing Cat5 cable.

Provided base level IT support to non-technical personnel within the organization.

Provided on-call support for critical issues

Resolved computer hardware and software, printing, installation, word processing, email and operating systems issues.

EDUCATION

JANUARY 2008-2012

BS Information Technology, Kwame Nkrumah University of Science and Technology

Certifications/Licenses

Security+

CompTia A+

Networking +

Scrum Master

SKILLS

Proven ability to diagnose, troubleshoot, and resolve technical problems.

Superior analytical and problem-solving abilities, with track record of improving operations.

Software: Windows Office Suite (Access, Excel, PowerPoint, Visio, Project, Outlook, Live Meeting), Active Directory

Operating Systems: Windows Client, Windows Server, Windows XP, Vista, Windows 7, 8, 10, Linux

Networking – SAN, LAN, WAN, WINS, DNS

Contact this candidate