Profile

Highly organized and motivated individual with experience in providing technical support to clients. Expert in identifying and resolving complex technical problems across multiple platforms. Committed to providing excellent customer service and ensuring customer satisfaction, with a proven track record of solving technical issues and delivering exceptional customer service, and expertise in logistics and supply chain management, I am confident in my ability to ensure seamless operations in mission-critical environments. My strong analytical and problem-solving skills guarantee results that exceed expectations. I am ready to make a significant impact on any organization.

Skills

Technical Support and Assistance

Computer System Diagnostics Software

Employee Computer Support

Troubleshooting Network Issues

User Experience

Hardware Upgrades

Inventory Procedure Documentation

Printers and Peripherals

Professional Experience

IT Analyst, ARTECH & MINDLANCE (WorldBank Group)

•Provided technical support to end users of institutional standard software packages such as MS Outlook 2016, Office 365, local network access, Wi-Fi, and remote access through VPN(Global Protect) and Citrix RDP client to virtual and real machines.

•Diagnosed and troubleshot hardware, software, and network issues. Seek technical assistance or escalate issues with the appropriate group as necessary and follow-up to ensure resolution.

06/2022 – 11/2023

Washington DC, USA

•Documented incident/problem status and resolution in the tracking system

(ServiceNow). Documented solutions to common problems and responded to frequently asked questions.

•Maintained office inventory of IT-related equipment and software licenses, monitoring institutional charges against that inventory.

•Provided support for network connectivity or related network issues for the user community including LAN/WAN, IP, telephone, LTE/5G, mobile devices, video conferencing, and wireless environment.

•Provided support for World Bank group mobile devices and apps.

•Promoted information security awareness and Institutional guidelines and policies for information security within the WBG.

•Attended training when required and maintained a working knowledge of the IT trends in the business relevant to supporting the WBG IT standards.

•Ensured that Bank information and information systems were protected per Bank information security policy, procedures, and standards.

•Provided periodic on-demand training to clients, promoting the effective use of technology as per Bank Policies and guidelines

KWEKU SAM-KUM

IT Analyst / IT Support / Datacenter Ops

ad258a@r.postjobfree.com 202-***-**** Alexandria, VA.

•Supported other team members in the scheduling and management of video conferences, webinars, and conferencing events using Webex, Teams, and Cisco codecs and solutions.

•Assisted users with the installation of hardware and software applications according to company guidelines.

•Collaborated with project teams on implementation initiatives such as upgrades or migrations of Windows 11.

Datacenter Operation Engineer/Tech, Insight Global - Contractor(Meta)

•Assisted in the deployment, configuration, and troubleshooting of server hardware

•Conducted routine server maintenance, firmware updates, and hardware replacements

09/2021 – 05/2022

Huntsville, AL, USA

•Supported hardware inventory management and documentation efforts

•Responded to technical support requests and resolved hardware-related issues

•Collaborated with vendors and internal teams to streamline operations and improve efficiency

•Installed and configured servers and switches

•Identified and reported faulty network devices and replaced defective parts

•Reviewed network design and set up copper and fiber-optic cabling infrastructures

•Investigated and corrected problems with printers, copiers, and other peripheral devices

•Diagnosed and executed resolutions for network and server issues

•Improved overall user experience by 15% through support, training, troubleshooting, improvements, and communication of system changes.

•Created detailed documentation for all engineering processes and procedures.

•Assisted in the installation and commissioning of new machinery and equipment. Datacenter Operations Engineer I, Impellam Group-Lorien (Amazon Web Services)

•Managed data center hardware installations, maintenance, and repairs

•Monitored and responded to server alerts, ensuring optimal performance and uptime

03/2020 – 08/2021

Sterling, VA, USA

•Collaborated with cross-functional teams to coordinate equipment deployments and upgrades

•Executed standard operating procedures for equipment handling and safety protocols

•Participated in team-based training sessions and contributed to process improvements

•Analyzed, identified, and resolved 95% of the reported network, software, security, and hardware issues within a 24-hour, utilizing diagnostic tools and technical expertise to ensure and maintain a 98% up-time rate for the data center infrastructure

•Maintained media and storage devices to securely store sensitive customer information and data by conducting security audits to identify vulnerabilities and discrepancies to mitigate and protect against threats

•Replaced broken or faulty drives from the server

•Replaced 210 Hard drives in a day to contribute 10% to the team's daily productivity.

•Deployed new servers and applications in both physical and virtual environments.

•Performed regular maintenance on server infrastructure including patching, upgrades, and backups.

Logistics Specialist, United States Army Reserve Component

•Maintained an Automated system for tracking unit supplies and equipment

•Oversaw supply requests, accountability, and receipts 11/2019 – present

Alexandria, VA, USA

•Fixed and repaired multiple-level computers

•Prepared Unit and organizational documentation

•Reported emergencies, weather delays, and carrier schedule changes

•Demonstrated respect, friendliness, and willingness to help wherever needed

•Quickly learned new skills and applied them to daily tasks, improving efficiency and productivity in my unit

•Increased Unit productivity by about 20% delivering all requested gears on time.

•Provided technical support and logistics services to the US Army Reserve

•Troubleshoot and resolved technical issues related to hardware, software, and network systems

•Install and configure software, hardware, and peripheral devices.

•Conducted regular audits of inventory data to ensure the accuracy of the information in system databases.

Education

Agricultural Economics, George Mason University 05/2025 Fairfax, VA, USA

Certificates

Google IT Support Professional

Certificate

Sept/2021

IBM Data Analytics

In Progress

References

Upon Request

Contact this candidate