Jessica Appiah Kusi

***** ******** ***, **********, ********, 22191

703-***-**** ac8ju8@r.postjobfree.com

Professional Summary

-Provides excellent customer service and problem-solving skills.

-Skilled communicator, able to successfully work with wide range of end-users to diagnose and resolve complex technical issues.

-Quickly learn and master new technology; equally successful in both team and self-directed settings

-Excellent writing/documentation, communication, analysis and organizational skills

-Hands on experience in responding, tracking and following up to telephone, emails and in person support.

-CompTIA Security+ Candidate

Technical Expertise

●Software: MS Office 2016, SharePoint, Autocad Inventor, SolidWorks, Adobe Photoshop, Active Directory

●Programming Experience: C++, HTML, PHP, SQL, Python

●Hardware: PCs, Laptops, Printers, Routers, Modems

●Platforms: Windows (XP, 7 and 10), Mac, Linux, Windows Server 2012

Education

Old Dominion University, Norfolk, VA GPA: 3.0

Bachelor of Science in Business Administration – Information Systems & Technology

Relevant Coursework: Project Management, Business Telecommunication/Networks, Management of Info Security, Implementing Internet Application, Database, System Analysis

Professional Experience

Associate Analyst 1, Support June 2018 – Present

Gannett USA Today Network– Chesapeake, VA

●Resolved Level I and II work orders. Elevated complex and/or high priority problems to the appropriate support groups for resolution.

●Assisted in training of new employees on the available troubleshooting tactics for the support of software and hardware issues.

●Assistance with KB article creation and collaboration with Technology Learning Services

●Assist with knowledge sharing opportunities among the TSC teams both laterally and vertically

IT-Network and Workstation Management Internship August 2017 - December 2017 The Focus Center, Norfolk VA

●Assisted with network and hardware troubleshooting.

●Assisted in every level of networking and systems management; to running cable to repairing workstations, printers and servers.

●Assist in installation of PC hardware and software

●Updating user and technical documentation