Technical Support Specialist

KENNEDY AGYENIM BOATENG

COMMERCE CITY, COLORADO *0022 720-***-**** *********@*****.*** WWW: Bold Profile Experienced Technical Support Specialist with four years of experience providing technical assistance to customers. Skilled in troubleshooting hardware and software issues, resolving network security and connectivity issues, and maintaining customer service. Seasoned Business Analyst offering 3 years of IT industry success. Expert on business and systems requirements, user acceptance testing, and end-user training. Accomplished at leveraging past lessons to inform future decision-making. Predictive modeling

Optimization Techniques

Power BI Skills

Excel Mastery

Project Management

Data Mapping

Tableau Expertise

SAP Netweaver BW

Data Integrity Validation

Strong Work Ethic

Remote Support

Database Programming and SQL

SAP PM Expertise

Business Data Analyst, 12/2022 - Current

Omron Cooperation – HOFFMAN ESTATES, United States Standardized data collection procedures across departments, ensuring consistent data quality and enabling seamless integration of new datasets.

Provided actionable insights from large-scale datasets by employing advanced statistical techniques such as regression analysis and cluster analysis.

Streamlined reporting processes for enhanced decision-making and business insights. Enhanced database performance with optimization techniques, reducing query times and improving overall efficiency.

Developed custom data models to improve forecasting and drive strategic initiatives. Identified data discrepancies and inconsistencies through rigorous data audits, ensuring the highest level of data integrity for business-critical decisions.

Supported process improvement initiatives by analyzing operational metrics and identifying areas for PROFESSIONAL SUMMARY

SKILLS

WORK HISTORY

efficiency gains within the organization.

Facilitated seamless integration of acquired company''s data systems by mapping critical fields between databases and performing extensive reconciliation efforts. Generated business intelligence reports to inform strategic decision-making. Performed gap analysis to identify areas of improvement. Technical Support Specialist, 07/2021 - 07/2022

Honeywell Co-operation – Charlotte, NC

Provide technical support to internal and external customers to assist in resolving Ten network or system problems per day

Managed server and network operations including installation, configuration, and monitoring of network performance to ensure 100% network availability

Deployed and maintained server hardware including servers, switches, routers, and firewalls Researched and evaluated new technologies to recommend and implement network solutions to meet technological trend

Developed and maintained network security policies and procedures Coordinated with vendors for troubleshooting and resolving network and system-related issues Monitored usage of system resources and identified areas of improvement Assisted customers in identifying issues and explained solutions to restore service and functionality Suggested software and hardware modifications to reduce lag time and improve overall speed Managed high-volume ticket queues while maintaining exceptional levels of customer service and satisfaction

Escalated critical incidents requiring specialized expertise to appropriate departments, facilitating swift resolutions

Implemented feedback mechanisms to gather valuable insights from clients, resulting in continuous service improvement

Network Analyst, 09/2019 - 07/2021

Daifuku Co-operation

Experienced in troubleshooting customer issues and implementing technical solutions. Mitigated risk by analyzing complex computer systems to assess vulnerabilities Administered and prepared programs for IP addresses, developed network resources, and trained support personnel to provide Tier I support to end users

Communicated with vendors to resolve network outages and periods of reduced performance Enhanced network security with regular software updates and patches Completed comprehensive risk assessments for critical assets within the network environment, identifying vulnerabilities and recommending mitigation measures Participated in cross-functional projects requiring network expertise, fostering collaboration across departments

Resolved connectivity issues for end-users through troubleshooting and implementing solutions Reduced downtime by proactively monitoring system health and addressing potential issues Provided technical leadership during critical incidents requiring rapid response times and decisive action Provided support during high-traffic periods, maintaining optimal performance levels under pressure Improved network performance by analyzing and optimizing configurations Kept up-to-date on new developments in computer and network vulnerabilities, data hiding and encryption Coordinated with vendors for hardware maintenance and upgrades, negotiating favorable terms to meet budgetary constraints while maintaining system reliability SAP PM Planner, 05/2008 - 07/2019

Diageo – Ghana

Championed best practices in project management across the organization, leading to increased consistency and improved overall performance.

Skillfully negotiated contracts with suppliers/vendors resulting in cost savings without compromising quality or service levels.

Facilitated post-project reviews and lessons learned sessions, fostering a culture of continuous improvement and proactive problemsolving.

Collaborated with cross-departmental teams to develop comprehensive plans addressing all aspects of the project lifecycle from inception to closeout.

Established strong relationships with clients, vendors, and stakeholders to facilitate smooth project execution.

Leveraged industry expertise to provide valuable insights during the planning phase, contributing significantly towards optimal decision-making processes. Developed new project management methodologies that resulted in more efficient workflows and better collaboration among team members.

Delivered high-quality projects with thorough risk analysis and proactive issue resolution. Master of Science: Information Technology, 12/2022 Colorado Technical University - Colorado Springs

Bachelor of Science: Business Administration, 07/2014 University of Ghana - University Of Ghana

Associate of Science: Electrical And Electronic Engineering, 08/2005 EDUCATION

Kumasi Technical University - Ghana

Master's in Information Technology(Networking and Cybersecurity)-GPA 3.84 Bachelor's degree in computer science

CompTIA Security+ /CCNA

Network security Training

MS office 365

ServiceNow Training-Ticketing pool management

ITIL fundamental and operations training

Cisco routers and switches training

Network operation centers

Incident Management

PUTTY

PagerDuty, xMatters

CERTIFICATIONS

ON JOB TRAINING

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