Desktop Support Engineer

Peter Kofi Asamoah

***-** ***** ******* ******, Queens, NY 11411

Cell: 347-***-**** ****************@*****.***

Professional Profile

Multi-skilled Network Support Specialist with 10+ years’ experience in providing windows server and desktop support services to first- and second-line support, setting up security network and infrastructure systems for customer service call and contact center set-ups and providing systems support to small businesses and organizations. Ability to coach and train staff or customers on products, software applications, policies and procedures. Focuses on ensuring effective running and maintenance of IT systems for organizational success and customer satisfaction.

Skills/ Competency

• Manage IT maintenance and enhanced troubleshooting skills

• Call and Contact Centers operational set-ups

• Computer software applications resolutions

• Microsoft Office tools, Office 365 and Azure

• Skilled in systems network support, security system configurations, VoIP, patch management systems, network diagnostics tools and fiber optics troubleshooting tools.

• Experience coordinating with teams, applying office procedures, reviewing work processes, monitoring and evaluating the effectiveness of project and programs. Professional Experience

VBC Int., NY

Technical Support Specialist 03/2019 to present

• Effectively installs and configure computer hardware operating system and applications.

• Consistently monitors and maintain computer systems and networks LAN/WAN.

• Promptly troubleshoot system and network problems by diagnosing and solving hardware and software issues.

• Providing support with procedural documentation on new application roll-out and trainings.

• Administering and setting up user account profile and resolving password issues.

• Installing and administering virtual environment with VMware Infrastructure

• Administering and supporting Office 365 and MS Exchange policies

• Configuring and supporting security tools including anti-virus software.

• Monitoring assigned tickets, resolving clients’ inquiries and escalation as necessary.

• Supporting internal Voice over IP system.

• Overseeing and monitoring routine security administration. Fords Ville Consult, Syracuse, NY

Network Support Engineer 02/2018 - 03/2019

• Designed and configured network devices including LAN, WLAN controllers and WAN.

• Configured and installed software, servers, routers and other network devices.

• Installed and administered virtual environment with VMware Infrastructure.

• Monitored network performance and integrity.

• Conducted troubleshooting and resolved technical issues of the systems and local network infrastructure.

• Performed backups of servers and assisted users on disaster recovery and security measures.

• Maintained complete technical documentation.

• Suggested improvements to network performance, capacity and scalability.

• Supported internal Voice over IP system.

SunComm Technologies Int, Ghana

VoIP Support Engineer 10/2013 – 12/2017

• Designed, implemented and administered, unified communications and call recording systems.

• Analyze the existing voice and data networks and recommend solutions based on requirements

• Performed upgrades and installed updates on unified communication licenses.

• Provided technical assistance to customers through step-by-step process for troubleshooting hardware issues.

• Performed analysis and diagnosis of voice and data network issues.

• Assisted customers with anti-virus issues

• Used good problem-solving skills for troubleshooting problems on inbound calls. E-services Africa Ltd, Ghana

IT Support specialist 09/2008 – 09/2013

• Installed and maintained company’s computer systems and network.

• Performed upgrades and installed updates.

• Completed troubleshooting and repairs when computers were faulty.

• Assisted office staff with computer application questions.

• Conducted computer technology training with all new staff.

• Recommended computer products and applications to improve productivity. Education & Certifications.

Methodist University College 2006 - 2009

BSc. in Computer Information Technology.

Certifications: CompTIA Network+, Security+;

CCNA Cisco Certified Network Associate Routing & Switching; ITIL, V3 Foundation. Professional Development: IBM Cloud Systems Specialist, 2016, Certified Information Systems Auditor (CISA), Project Management Professional (PMP): Nortel Option 11C, 61C, 81C and CS1000 Voice Telephony Migration, Avaya Network and Design Implementation.

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