Customer Service Support

FRANK OFFEI

*** **** **, *** ** Philadelphia, Pa 19128, 267-***-**** **********@*******.***

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

Job Objective

Results-driven IT professional with experience in the engineering, administration and support of information systems.

Expertise in implementation, analysis, optimization, Troubleshooting and documentation of network systems. Hands on

technical knowledge and proven ability to work in a team to ensure success. Competent in diagnosing complex

problems and delivering effective solutions

A position in an IT environment where my experience and skills will be fully utilized while learning from more

experienced colleagues.

Strengths

• Knowledge of hp, dell, Lenovo, cannon printers, Mac, Toshiba, PC and laptops software/hardware

compatibility specializing in Microsoft Windows environment, OSX operating system

• Communication Skills demonstrated by extensive customer service technical assistance.

• Providing time and money-saving solutions for businesses. system updates, data backups.

• Build, maintain, and repair computer systems to improve speed, reliability, and efficiency of operation.

• Strive to promote high quality, results-driven, prompt, and professional customer service and support.

• Assist Customers with Hardware and Software Problems, Troubleshooting and Resolving a wide

variety of Performance problems. Lan/Wan, TCP/IP Wireless Networking, active directory, Xp servers,

kiosk, ATM’s cobra software, demeware, groupwise, Bomgar, field support.

• Hardware & O/S: Windows NT, 2000 & 2003, 2010 DOS, and windows xp, Wireless configuration

• Software: Microsoft Office (Word, Excel, Access, Outlook, Windows Vista, Windows 7, Citrix and

PowerPoint), MDAEMON MAIL, Symantec Enpointe Antivirus. RF Engineer Agilent, Network cable

Wiring. Windows 7 Deployment, Migrations Pc Build, Active Directory, Experience in office 2007 and

Applications in OS errors, windows xp environment, Exchange 2010 server, VMware.

IBM SOLUTION/Dow Chemical NOV.20/2012

CURRENT

Repair, service, and replace parts, boards, and equipment for computers (IBM,Lonovo, DATA

CENTER, Toshiba, Hewlett Packard) and Canon copiers, Active directory, Microsoft office 2007/2010

administrative support, exchange server 2008,support, pos services, Migration,ISM Resolve Ticket,

Phone Support help desk, Iron Mountain backup software support, Bomgar remote support

• Perform troubleshooting of personal computers and peripheral equipment, identifying problems and

providing solutions, networking Support, Tcp/Ip,Dns,Dell Power edge, Raids 0,1,5, servers

Support,Os errors, windows, vista,2000,7 platform, Desktops support, Lan/wan support, Label

printers, thin client, hands on, cloud data base upgrade support, field Support

• Occasionally visit client sites to train end-users on the functionalities of both various hardware and

software applications, outlook and internet explorer, cabling problems, firewalls, firmware’s, antivirus.

• Install and configure various peripherals: scanners, modems, tape backups, printers, SCSI devices,

hubs and switches, routers, projectors and digital imaging devices Vpn, intranet, Application Support.

• Focus on providing time and money saving solutions for customers, Corporate and Executive

Support, System Restage and Imaging, Onsite, Encryption, Support, Window 7 Support, Rollout

Imaging.• Assess customer needs and recommended appropriate products or solutions.

PERSONAL AND CONFIDENTIAL

Aug 06/2011-Oct.27/2012

Field Solutions, Interline Brands, CSC ETS, US Naval BASE, Atos IT Partners, Dell

ARI, PENSKE, TD Bank.

Projects

Computer Desktop support, and replace parts, boards, electronics, identifying problems and perform

troubleshooting, Dos, windows xp, Dell win 7 Deployment projects (lead,) Lotus notes, outlook, antivirus,

security, firewall’s, firmware’s, Microsoft office 2003/2007/2012,active directory. Internet explorer, DNS,

FTP Protocols, pc brake and fix, oem, software installations, pos, Internet sales and technical support,

email services, VMware multiple os services windows servers. Switches, routers Lan/wan printers,

copiers, Dell, Hp, Toshiba, sony,pc’s configurations.vpn,exchange server,Dns server,Tcp/ip. IT Phone

customer and technical support, printers, canon copiers, credit card machines, PGP support,

configurations, Norton Antivirus, Avg, Novel, Microsoft 2010 Rollout, (SDM) service Desk manager Help

Desk Phone Support, support, Application Support, Citrix, Novel,Demeware,logmein,PMP. Kiosk ATMs.

Customer support and care, Wireless networking. Laptops, desktops, updates, upgrade, migration, Pc

build. Scsi devices, Proxy servers, data encrypting, Mac Pcs, Windows 7 refresh, help desk support,

Pc migrations, Pc staging, deployment hardware support, Pc upgrades, Os, IT sales errors, UPDATES

Mobile Apps Application and devices, IPADS, BLACK BERRIES, IPHONES, Phone support account

Provision, activating and configurations etc.

Quadgen Wireless solutions

King of Prussia PA June 06/2010-Oct.

12/2012

(Agilent kit) windows support, configuration, updates, troubleshooting umts, upa dpa, and ue’s related

scanners, virus cleaning, upload data, upgrade systems. Customer support, iOS devices active directory

IT Phone customer support. Microsoft Deployment Toolkit (MDT) Microsoft Systems Center Configuration

Manger (SCCM) Install Shield or AdminStudio, McAfee EPO and Antivirus, server 2003,2008 VMware

Gsm 850/1900 scanner, short mo, long mo, ftp’s, hardware, software sections, Tracy ports etc.

Circuit city Philadelphia, PA Lead Support July 08/2008-

December 25/2009

Computer sales, and replace part, boards, electronics, identifying problems and perform troubleshooting

Customer support and care networking update, systems upgrade, build pc.fix hardware’s, software’s antivirus,

Firewalls, firmware’s, backup install software’s, IT Sales and phone support pc refresh upgrade, deployment,

Customer support.

July 05/2004-Apil 10/2008

Systems Care Ghana Ltd, Accra

Systems Administrator Lead Support

• Repair, service, and replace parts, boards, and equipment for computers (Dell, Compaq, Toshiba,

Hewlett Packard) and Canon copiers, Active directory, windows server 2003/2007 administrator

support, exchange server 2003,support, Microsoft office 2007/2010,pos services, migrations.

• Perform troubleshooting of personal computers and peripheral equipment, identifying problems and

providing solutions, networking support,Tcp/Ip,Dns,Dell power edge, Raids 0,1,5, servers support,Os

errors, windows xp vista,2000,7 platform, Desktops support, Lan/wan support, Label printers.

• Occasionally visit client sites to train end-users on the functionalities of both various hardware and

software applications, outlook and internet explorer, cabling problems, firewalls, firmware’s, antivirus.

• Install and configure various peripherals: scanners, modems, tape backups, printers, SCSI devices,

hubs and switches, routers, projectors and digital imaging devices Vpn, intranet.

• Focus on providing time and money saving solutions for customers.

• Assess customer needs and recommended appropriate products or solutions.

May 09/2003– June 08/2004

Digitronix Computer Technology, Accra

Attachment / Assistant Technician Support

• Repaired, serviced, and replaced parts, boards, and equipment for Dell machines and HP LaserJet

printers, Dell servers power edge, Raids 0.1.5,system support.

• Performed troubleshooting of personal computers and peripheral equipment, identifying problems and

providing solutions,Pc build, technical support,hardware,software,receipt printers, Label printers.

• Researched and resolved problems on workstations, including IP resolution, cabling problems, and

peripheral malfunctions.

Installed and trouble shot software including Microsoft Windows XP, office applications support

outlook’s, Outlook XP and Internet Explorer.etc

Oct 02/2000 –April 04/2003

Voda Fone Ghana, Accra

Intern Support

• Researched and resolved IT issues including cabling problems, and peripheral malfunctions.

• Installed and trouble shot software including Microsoft Windows XP, Outlook XP and Internet

Explorer. mobile ops, upgrade, seurity,updates,fireware,firmwares

• repaired various computers and printers.

• Installed various hardware including configuring machines and installing local area networks.

Feb 05/1993 –Sept 04/2000

Fairgreen Ltd., Accra

Computer Technician Lead

• Field support technician Installed various hardware including configuring machines and installing local

area networks, switches,routers,windows Os errors, antivirus support, intranet,

• Built, maintained, and repaired computer systems to improve speed, reliability, and efficiency.

• Repaired various computers and printers, 2000/2003 Microsoft servers, outlook, exchange server’s.

• Demonstrated high quality, results-driven, prompt, and professional customer service and support to

instill confidence in technical advice and directions.

• Reduced stress levels of customers by adopting a cooperative attitude and positive approach to every

task and assignment.

PERSONAL AND CONFIDENTIAL

Education

DOW Chemical, Ethic and Compliance 2013

Dell™ Certified Systems Expert (DCSE)

2012

GIMPA, Bachelors 2008

Computer Engineering

2003 server environment

MCITP

Microsoft Certified Professional 2008

GIMPA, Accra 2007

Diploma, Systems Administration

MCSE

NCR Computer Institute 2001

Certificate networking N+

HAC Computer Institute

Diploma A+

Computer certification

2003 server environment

MCP,A+ Microsoft Certified Professional

Diploma-Hardware Engineering, systems Administrator,

Certificate, Local Area Networking, Accra

Micro Computer Engineering Certificate, City & Guilds of London.1,

PERSONAL AND CONFIDENTIAL

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