Technical Support Help Desk
Resume:
George Bonsu
Lawrenceville, GA *****
***************@*****.***
Consistently praised for communicating effectively with both technical and non-technical users Experience with Office 365, Microsoft Exchange, Active Directory Users, and Computers Quickly learn and master new technology; equally successful in both team and self-directed settings Excellent writing/documentation, communication, analysis, and organizational skills Managed and assisted with implementation, integration, and training for any new or existing application or system rollouts Set up conference rooms to use technology services Troubleshoot a wide range of software and hardware issues, providing on-site support as well as using remote support tools Coordinate with different departmental teams to identify key solutions Coach/lead Team utilizing a range of analysis techniques to assist bugs and blockers Work Experience
Help Desk Technician
Zebra Technologies-New York, NY
November 2023 to January 2024
• Provide first-line technical support to end users, addressing hardware, software, and network-related issues.
• Log, track, and prioritize incidents and service requests using a ticketing system. • troubleshoot scanners and access points (modems )
• Used Invati as a ticketing system to document our calls
• Handled high volumes of calls on a day-to-day basis IT Service Desk
Builders First Source-Remote
September 2023 to November 2023
• Provide first-line technical support to end users, addressing hardware, software, and network-related issues.
• Log, track, and prioritize incidents and service requests using a ticketing system. • Diagnose and resolve technical issues via phone, email, or remote assistance, ensuring timely resolution and customer satisfaction.
• Collaborate with other IT teams to escalate complex issues and ensure timely resolution.
• Wi-Fi Support
• Used service now ticketing system to log calls
• Troubleshoot printers using virtual software like print logic IT Technician Specialist
Prime Technology-Suwanee, GA
May 2023 to August 2023
• Provided technical support and troubleshooting assistance to end-users, resolving software, hardware, and network issues promptly.
• Managed and maintained computer systems, servers, and databases, ensuring their optimal performance and security.
• Configured and managed computer networks, including LANs and WANs, to ensure seamless connectivity and efficient data transfer.c
• Experience with Palo Alto firewalls, Palo Alto Global Protect VPN and Cisco VPN including remote implementation,
• troubleshooting, and problem resolution (or equivalent experience with similar hardware/software). Tier 1 Help Desk
DEVICE WORLD LLC-Remote
March 2021 to January 2023
• Support Operational and Maintenance employees helping with basic computer login desktop support use
• Create Support tickets for end users
• User Acceptance Testing
• Support on desktops, laptops, tablets, Android, iPhone or iOS device, Apple/Mac.
• Active Directory, remote desktop, VPN, Internet Explorer.
• Provided support from remote position as well as phone support and virtual support • Troubleshoot wide range of software and hardware issues
Education
Bachelor of Science in Business Management
Alderson Broaddus University - Philippi, WV
May 2023 to May 2023
A.S in Information Technology
Gwinnett Tech College - Lawrenceville, GA
January 2021 to December 2021
Skills
• Managed and assisted with implementation, integration, and training for any new or existing application or system rollouts Set up conference rooms to use technology services Troubleshoot a wide range of software and hardware issues, providing on-site support as well as using remote support tools Coordinate with different departmental teams to identify key solutions Coach/lead Team utilizing a range of analysis techniques to assist bugs and blockers Certifications and Licenses
CompTIA Security+
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