Customer Service Support
Resume:
Frank Offei
PROFESSIONAL PROFILE
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
EDUCATION
Bachelor Degree in Computer Engineering
Ghana Institute of Management and Public Administration, Accra, Africa
STRENGTHS
- Knowledge of Microsoft Office, Citrix Console, Data Center Support,
LMI Remote system, Network Printer Configuration, Outlook, Helpdesk,
ISM Ticketing Systems, Data Base Loud Support, HP, Dell, Lenovo, IBM
cannon, Mac, Toshiba, PC and laptops software/hardware Compatibility
Specializing in Microsoft Strong Windows Environment Support, Good
Customer Support, THIN CLIENT support. Group Polices, Field and On
Site desk side Support
- 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, Servers, cobra software, Bomgar
Support, field support
- Hardware & O/S: Windows NT, 2000 & 2003, 2010 DOS, and windows,
Wireless configuration
- Software Windows Vista, Windows 8, MDAEMON MAIL, Symantec, Antivirus,
RF Engineer Agilent, Network cable Wiring. Windows 7 Deployment,
Migrations Pc Build, Active Directory, Experience in office 2007 and
Applications OS errors, windows environment, Exchange server support,
VMware
MAJOR ASSIGNMENTS
11/12 - Current.
IBM Solutions/DOW Chemical, Philadelphia, PA
Consultant/Desktop Support
. Provided SMTP Mail Server, Citrix, ISM Ticket System, HTTP, Phone
Support help desk
. Replaced parts, boards, and equipment for computers Thin clients,
Lenovo, Data Center Support, Toshiba, HP and Canon copiers, Active
directory, Microsoft office 2007/2003/2010 administrative document
support, exchange server 2008, desk support, Iron Mountain backup
software support, PGP, Bomgar, LMI remote and Onsite support, Group
Policy, Desk Side Support, docking station etc
. Performed troubleshooting of personal computers and peripheral
equipment, identifying problems and providing solutions, network
printer Support, TCP/IP, Dell Power edge, Raids 0,1,5, servers
Support, Errors, windows 7 platform, Desktops and Laptops support,
LAN/Wan support, Label printers, 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.
. Installed and configured various peripherals: scanners, modems,
tape backups, printers, SCSI devices, hubs and switches, routers,
projectors and digital imaging devices VPN, intranet, Application
Support
. System Restage and Imaging, Onsite Support, Encryption, Window 8
Support, Rollout Imaging, Assess customer needs and recommended
appropriate products or solutions
8/11 - 10/12
Independent Consultant, Various States
Computer Desktop Support
Clients: Field Solutions, Interline Brands, CSC ETS, US Naval BASE,
Atos IT Partners, Dell ARI, PENSKE, TD Bank
. Provided computer desktop support, and replaced parts, boards,
electronics, identifying problems and performing troubleshooting,
DOS, Windows, 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, PCs 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, Application Support, Citrix, Novel, LMI,
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.
6/09 - 10/12
Quadgen Wirless Solutions, King of Prussia, PA
Desktop Support
. (Agilent kit) windows support, configuration, updates,
troubleshooting UMTS, UPA DPA, and UE's related scanners, virus
cleaning, Upload data, upgrade systems. Customer phone support,
devices active directory hardware software support.
. IT Phone customer support. Microsoft Deployment Toolkit (MDT)
Microsoft Systems Center Configuration Manger (SCCM) Install Shield
or Admin Studio, McAfee EPO and Antivirus, server 2003,2008 VMware
. GSM 850/1900 scanner, short mo, long mo, ftp's, hardware, software
sections, Tracy ports etc.
7/08 - 11/08
Circuit City, Philadelphia, PA
Lead Support
. Responsible for computer sales, and replacement parts, boards,
electronics, identifying problems and performed troubleshooting
. Customer support and care networking update, systems upgrade, build
PC fix hardware, software's antivirus
. Firewalls, firmware, backup install software's, IT Sales and phone
support pc refresh upgrade, deployment, Customer Phone Support
7/04 - 4/08
Systems Care Ghana Ltd, Accra, Africa
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
. Performed troubleshooting of personal computers and peripheral
equipment, identifying problems and providing solutions, networking
Support TCP/IP,DSN,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 visited client sites to train end-users on the
functionalities of both various hardware and software applications,
Outlook and Internet Explorer, cabling problems, firewalls,
firmwares, antivirus
. Installed and configured various peripherals: scanners, modems,
tape backups, printers, SCSI devices, hubs and switches, routers,
projectors and digital imaging devices VPN, intranet
. Focused on providing time and money saving solutions for customers
. Assessed customer needs and recommended appropriate products or
solutions
5/03 - 6/04
Digitronix Computer Technology, Accra, Africa
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 troubleshot software including Microsoft Windows XP,
Office applications support Outlook's, Outlook XP and Internet
Explorer etc.
10/00 - 4/03
Voda Fone Ghana, Accra, Africa
Intern Support
. Researched and resolved IT issues including cabling problems, and
peripheral malfunctions
. Installed and troubleshot software including Microsoft Windows XP,
Outlook XP and Internet Explorer
. Mobile ops, upgrade, security Updates firmware
. Repaired various computers and printers
. Installed various hardware including configuring machines and
installing local area networks
2/93 - 9/00
Fairgreen Ltd, Accra, Africa
Computer Technician Lead/Field Support Technician
. Field support technician Installed various hardware including
configuring machines and installing local area networks, switches
outers, 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
. 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
ADDITIONAL EDUCATION
DOW Chemical, Ethic and
Dell Certified Systems Expert (DCSE) 2012
MCITP
Microsoft Certified Professional 2008
GIMPA, Accra 2007
Diploma, Systems Administration
MCSE
NCR Computer Institute 2001
Certificate networking N+
HAC Computer Institute
Diploma A+
CERTIFICATIONS
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
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