It Support Analyst

Robert Kwami

IT Support Analyst

Baltimore, MD +1-443-***-**** *.*****@*****.***

Professional Summary

Dedicated IT Support Analyst with 5 years of experience in providing technical support and expertise within the medical industry. Proven ability to manage IT systems, set up and maintain equipment, and ensure seamless IT operations. Highly skilled in troubleshooting, customer service, and implementing IT best practices. Seeking to leverage technical skills and industry knowledge to enhance IT support and infrastructure. Technical Proficiencies

• Operating Systems: Windows 10, Linux

• Hardware: Laptops, Desktops, Printers, Monitors

• Software: Microsoft 365 Office Suite, Remote Desktop Tools

• Networking: TCP/IP, DNS, DHCP

• Tools: Jira, SCCM.

Key Skills

Professional Experience

System Support specialist

DMARC TECH & SERVICES, Houston, Texas.

April 2023 - May 2024

• Set up and configured IT systems and equipment, ensuring optimal functionality and user readiness.

• Delivered accurate and detailed follow-up on all incidents, maintaining high levels of user satisfaction.

• Contributed to the development and implementation of IT policies and best practices within the organization.

• Technical Support & Troubleshooting

• System & IT Equipment Setup

• Hardware Management

• Inventory Coordination

• Incident Management

• IT Policy Implementation

• Customer Service Excellence

• Communication Skills

• Problem Resolution

Senior IT Support Analyst (Contract)

Grace Mount Chapel, Baltimore, Maryland.

June 2023 - Present

• Provided first-level contact and problem resolution, addressing hardware, software, and application issues.

• Managed the delivery and pick-up of user equipment, ensuring timely and efficient service.

• Coordinated inventory for distributed and returned hardware, including laptops, docking stations, and monitors.

• Resolved user-reported problems using available tools and adhered to established procedures and policies.

• Conducted timely repairs and maintenance of IT equipment, minimizing downtime and enhancing productivity.

IT Support Specialist

Dataware Tech, Accra, Ghana

April 2018 - May 2020

• Setting up and maintaining IT infrastructure for client facilities.

• Provided on-site technical support to staff, resolving issues promptly to ensure uninterrupted service.

• Conducted regular maintenance checks on IT equipment, identifying and addressing potential issues proactively.

• Managed IT inventory, ensuring all equipment was tracked and accounted for.

• Collaborated with the IT team to implement new technologies and improve existing systems.

Education

Bachelor of Science in Information & Communication Technology Ghanan Institute of Management and Public Administration, Ghana Graduated: June 2012

Certifications

• Service Desk Analyst

• Prince2 Project management

• Microsoft Certified: Windows 1

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