Support Engineer Technical
Resume:
VICTOR AKOTIA
************@*****.***
SUMMARY
**** ******** ***** *** ***, EULESS-TEXAS 76040
PERSONAL PROFILE
I am a hardworking person who always work to the best interest of my superiors. Am also open minded and always ready to learn every new thing to the interest of my job as an IT/Network Support Engineer. I am an energetic person with good communication skills which makes me friendly everywhere I find myself.
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Capable IT/Network Support Engineer experienced in helping users correct problems with computer systems, mobile devices and peripheral equipment. Knowledgeable about usability and security concerns. Comfortable working alone to successfully investigate and troubleshoot problems.
Critical thinking Network Support Engineer effectively resolves technical issues through troubleshooting and analyzing. Specializes in MTCNA, CCNA, MCITP and Networking and Hardware. Offers outstanding skills in IT services, Networking and Hardware repairs and installation.
Resourceful IT/Network Support Engineer offering over 10 years of experience providing expert-level support to users within various demographics. Polished in customizing desktop applications, installing computer applications and peripherals, and recording technical issues. Familiar with Windows, Linux, and Mac OS environments.
Meticulous Technical Support Representative tracks and analyzes all customer complaints and product faults. Contributes invaluable data to software development personnel. Produces exceptional products by leveraging actionable customer feedback data.
SKILLS
Technical Troubleshooting
Customer Support Needs Assessment
Hardware Diagnostics
Hardware Upgrades
Error Detection
Interpersonal Skills
Teamwork and Collaboration
Microsoft Windows and Office
Multitasking and Prioritization
Collaborative Team Player
System Performance Assessments
Attention to Detail
Help Desk Support
Organizational Skills
Computer Diagnostics
Software Evaluation
System Performance Assessment
Resolving Problems and Incidents
Issue and Resolution Tracking
Customer Service
Microsoft Certification
Verbal and Written Communication
Documentation Development
Troubleshooting Network Issues
Customer Service Support
Hardware and Software Repair
Tracking and Documentation
Analytical and Methodical
Service Schedule Coordination
Application Installations
Linux Programming and Administration
Hardware and Peripherals
Antivirus Software
MS Office Proficiency
DHCP/DNS Ethernet and Firewall Proficient
Windows Operating System
Linux Operating System
Defect Analysis and Resolution
Microsoft Certified I.T Professional (MCITP) Certificate
Cisco Certified Network Associate (CCNA)
EXPERIENCE
IT/NETWORK SUPPORT MANAGER, 04/2022-06/2024
SAPHOLDA VENTURES LIMITED, Accra, Ghana
Troubleshooting, analyzing and diagnosing network related problems,
Designing and deploying network infrastructure
Remote it support assistance
Installing and configuring of WAN and LAN networks
Configuring routers and switches
Point to point and point to multy-point radio link installations and configurations
Server installations
IP-Pbx, VoIP installation and configurations
Video conference equipment installations and repairs.
I.T systems integrator
Informed senior leadership of product development issues discovered via technical support calls with customers.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Documented staff complaints and inquiries for use in technical documentation and bug tracking.
Mentored other support professionals to provide professional development and skill enhancement.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Assisted staffs with various types of technical issues via email, live chat and telephone.
Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.
Acted as single point of contact for staff during technical faults and security-related events
Performed troubleshooting on networking and connectivity issues to restore connections and network access
Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
Updated software versions with patches and new installations to close security loopholes and protect users.
Reviewed current hardware and software configurations and recommended modifications to increase system speed.
Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
Streamlined operational efficiencies by providing timely computer diagnosis and repair.
Implemented system security and data assurance software.
IT/NETWORK SUPPORT ENGINEER, 06/2013 - 03/2022
ECUBE TECHNOLOGIES LIMITED, Accra, Ghana
Troubleshooting, analyzing and diagnosing network related problems,
Designing and deploying network infrastructure for clients
Remote it support assistance
Installing and configuring of WAN and LAN networks
Configuring routers and switches
Point to point and point to multy-point radio link installations and configurations
Server installations
Vsat installations, inventor and battery installations
IP-Pbx, VoIP installation and configurations
Video conference equipment installations and repairs.
It systems integrator
Informed senior leadership of product development issues discovered via technical support calls with customers.
VoIP/IP-Pbx instructor
Managed customer system updates, informing clients of installation progress stages.
Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.
Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Mentored other technologists and support professionals to provide professional development and skill enhancement.
Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Assisted customers with various types of technical issues via email, live chat and telephone.
Performed internal vulnerability scans to harden owned systems against intrusion and malicious activity.
Acted as single point of contact for customers during technical faults and security-related events
Performed troubleshooting on networking and connectivity issues to restore connections and network access
GPS tracker installation and configurations
Employed Freshdesk, zoho, Salesforce and other ticket support systems.
Set up new desktop systems and configured laptops for incoming employees and loaded required software and server permissions.
Updated software versions with patches and new installations to close security loopholes and protect users.
Reviewed current hardware and software configurations and recommended modifications to increase system speed.
Provided on-site technical support after project implementation and recommended product changes and upgrades to product managers.
Streamlined operational efficiencies by providing timely computer diagnosis and repair.
Implemented system security and data assurance software.
IT/NETWORK SUPPORT ENGINEER, 08/2017 - 02/2018
SATGURU TRAVELS LTD
Troubleshooting network related problems
Designing and deploying network infrastructure for clients
Remote support assistance,
Installing and configuring WAN and LAN networks
Configuring routers and switches
Point to point and point to multy-point radio link installations and configurations
IP-Pbx, VoIP installation and configurations
Video conference equipment installations and repairs.
Documented customer complaints and inquiries for use in technical documentation and bug tracking.
Implemented system security and data assurance software.
IT TECHNICIAN, 10/2010 - 01/2012
AFROTAPS CONCEPT LIMITED
Installations (software, networking)
Maintenance & repairs of laptops and computers
Responded to assistance requests from users and directed individuals through basic troubleshooting tasks.
Explained technology-related details in easy-to-understand terms to individuals from different backgrounds and in various job positions.
Consulted via telephone to understand user problems, run through testing scripts and ask probing questions to locate root causes.
Coordinated ticket fulfillment among multiple technicians and teams to reduce redundancy and accelerate response times.
Performed troubleshooting on networking and connectivity issues to restore connections and network access.
Documented repair processes and helped streamline procedures for future technical support actions.
Disassembled computer systems to troubleshoot and resolve hardware issues.
Removed malware and viruses from laptops and desktop systems using specialized software.
Observed system functioning and entered commands to test different areas of operations.
Conferred with vendors to obtain replacement hardware or software and escalate more complex concerns.
CAFE OPERATOR, 05/2009 - 09/2010
QUEEN CAROLYN INTERNET CAFE
Cafe duties
Selling out time codes,
Typing and printing,
Making photo copies
Cultivated strong relationships with vendors and internal staff.
Maintained constant and timely service for servers.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Upgraded laptops/desktops, improving speed and performance.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Organized repair and replacement of PC components and systems.
Updated and reconfigured existing and new computers with current software and operating systems.
Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
CAFE OPERATOR, 06/2008 - 05/2009
LINLOYDS GRAPHICS/CAFE LIMITED
Cafe duties
Selling out time codes,
Typing and printing,
Making photo copies
Cultivated strong relationships with vendors and internal staff.
Maintained constant and timely service for servers.
Upgraded laptops/desktops, improving speed and performance.
Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
Kept customers informed about issue resolution progress and provided updated estimated times of resolution on ongoing basis.
Organized repair and replacement of PC components and systems.
Updated and reconfigured existing and new computers with current software and operating systems.
Assisted end-users with software and hardware troubleshooting to determine causes of system malfunction.
EDUCATION AND TRAINING
OPEN UNIVERSTY OF MALAYSIA/ACCRA INSTITUTE OF TECHNOLOGY, Kokomlemle, Accra, Graduated In 01/2022
Bachelor of Information Technology in Network Computing
· General Studies
· IT Foundation
· Learning Skills for Open & Distance Learning
· English for Oral Communication
· English for Written Communication
· Technology Information Systems
· English for Workplace Communication
· Entrepreneurship
· Professional Ethics
· Programming Language
· Data Analysis and Modeling
· Database Implementation
· Introduction to Networking
· Discrete Mathematics
· Human Computer Interaction
· IT Project Management
· Data structures
· Operating System
· Software Engineering
· Wireless Technology
· Computer Architecture
· System Analysis & Design
· Web Programming
· Introduction to Distributed System
· Networking Applications in E-Commerce
· Object Oriented Approach in Software Development
· Intermediate Network Architecture
· Introduction to Network Protocol
· Management of Information System
· Mobile Computing
· Introduction to Network Programming & Design
· Object Oriented Programming I
· Network Security & Design
· Switching Technologies
· Intermediate Distributed System
· Web Server Technology
· Server Security
· Intermediate Network Programming & Design
· Thinking Skills and Problem Solving
UDEMY E-LEARNING, Online, 09/2018
Kali Linux Tutorials For Beginners
UDEMY E-LEARNING, Online, 02/2018
How to Monitor And Intercept Transmitted Data Online
UDEMY E-LEARNING, Online, 01/2018
Ethical Hacking
06/2017
YEASTAR ACADEMY YEASTAR CERTIFIED TECHNICIAN (YSCT)
06/2017
YEASTAR ACADEMY YEASTAR CERTIFIED SECURITY SPECIALIST (YSCSS)
06/2017
YEASTAR ACADEMY YEASTAR CERTIFIED ROUTING SPECIALIST (YCRSC)
06/2017
YEASTAR ACADEMY YEASTAR CERTIFIED INTEGRATION SPECIALIST (YCISC)
06/2017
DATACAMP INTRO TO PYTHON FOR DATA SCIENCE
06/2015
SPIKENET TECHNOLOGY MIKROTIK CERTIFIED NETWORK ASSOCIATE (MTCNA)
IPMC COLLEGE OF TECHNOLOGY, 07/01/2015
Advance Professional Diploma In System Engineering:
Basic concepts of information technology, Internet concepts, using the computer & managing files, hardware & operating system support skills, networking essential plus, Linux fundamentals installing & configuring windows 7 client, deploying windows server 2008, configuration and troubleshooting a windows server 2008 networking infrastructure, configuring and troubleshooting a windows server 2008 designing a windows server 2008 active directory infrastructure & services, Linux administration, configuring, managing, and troubleshooting MS exchange server 2010, designing and deploying messaging solutions with MS exchange server 2010, cisco certified network associate(ccna), Linux advanced administration)
K-NET, Accra, Ghana, 03/2013
V-SAT TECHNICAL TRAINING
KRACHI SENIOR HIGH SCHOOL, Kete-Krachi, Volta Region 06/2007
General Arts "A"
WASSCE
REFERENCES
Mr. Amenuvor Matthew
E-Cube Technologies Limited
Contact: 024*-******
Asylum-Down, Accra
Miss Sarah Osei
Ipmc College Of Technology
Ring Road, Accra
Contact: 026*-******
E-Mail: *********@*********.***
ADDITIONAL INFORMATION
https://www.linkedin.com/in/victor-akotia-b257b7104/
ACCOMPLISHMENTS
Project on the government's flagship “free Wi-Fi” for public educational institutions across the country.
Deployment and configuration of point to point radio link for world health organization(W.H.O)
Deployment and configuration of point to point and point to multy-point radio link for blue-clouds network with a climbing height of 40meters.
Deployment and configuration of point to point and point to multy-point radio link for Presby University College, Abetifi-Kwahu.
Configurations on mikrotik network router.
Inter-comm infrastructure installations for quality link ltd,
Inter-comm infrastructure installations for Sam-Rit hotel (cape-coast).
Installation and deployment of network infrastructure for "United Nations" Ebola mission in Ghana.
Deployment and configuration of point to point and point to multy-point radio link for CDH insurance company.
Extension of Tema international school campus Wi-Fi with unified wireless devices.
Analogue and IP camera installations and configurations.
IP-Pbx installation and configuration for West African Regional Training Centre.
IP-Pbx installation and configuration for Brazil embassy.
IP-Pbx installation and configuration for Gersa Ltd
Deployment of Wi-Fi network infrastructure for Impact Hub Center
IP-Pbx installation and configuration for Ghana maritime
IP-Pbx installation and configuration for NPA
To mention but few
Contact this candidate