Support Technical

KOFFI TOGBE

TECHNOLOGY

Microsoft Office, SCCM, Active Directory, Remedy, ServiceNow, Virtualization: VMware EXSI, Dynamic CRM, Okta.

EDUCATION

VIRGINIA COMMONWEALTH UNIVERSITY Richmond, VA 2021

Bachelors, International Relations

CERTIFICATIONS

CompTIA Security+

Scrum Master

Oracle Autonomous Database Specialist

AWS Solutions Architect Associate

PROFESSIONAL EXPERIENCE

IIE Washington DC, VA July 2020 - Present

Azure InTune specialist/Support

Provide 2st level support for the staff including research and resolution for technical problems. Serve as the primary contact for solving, assigning, and escalating tickets to 2nd tier support as needed.

Maintain, troubleshoot and repair technical infrastructure including: desktop hardware, operation systems, applications and office systems.

Serve as the first line of support for all employee information technology support issues and work with available resources, hardware and software vendors to provide effective solutions - break/fix and problem resolution.

Deploy software, operating systems and updates to computers and servers as necessary.

Manage backup and restore services to ensure that corporate data and systems are recoverable in case of failure.

Essential Duties & Responsibilities:

The duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to this position.

Safeguard the company's operating data through security administration and data backups.

Perform software and system deployment using managed deployment software.

Identify, research, and resolve technical problems.

Respond to help desk tickets, telephone calls, and e-mail and personnel requests for technical support.

Track and monitor problems to insure a timely resolution.

Manage user systems,

applications and office productivity appliances: maintain repair or upgrade desktops, laptops, printers, scanners, copiers, and fax machines; maintain and support Windows desktop and applications (MS Office Suite); install vendor critical and security patches and updates.

Provide support for all user IT support issues and work with available resources, hardware and software vendors to provide effective solutions, break/fix and problem resolution.

Serve as the IT Liaison to external partners, software and hardware vendors for problem resolution, information gathering, system upgrades and maintenance.

Establish, enforce and monitor policies and procedures to ensure appropriate usage of information systems.

Develop and maintain desktop support procedures, and prepare end-user documentation.

Manage infrastructure assets: vendor support agreements, software licenses and keys, hardware leases, service contracts, asset inventory and labeling.

Evaluate, design and implement new systems (software and hardware) to increase productivity, enhance business operations and services, and reduce manual or paper processes.

IRON BOW TECH Richmond/Herndon, VA June 2019 – August 2020

Technical Support Engineer

Assist the client in solving computer related issues and orientation of new equipment as deployed

Responsible for providing telephone support to end-user community on complex hardware, software and network related problems, questions and use

Troubleshooting VMware and Windows Server (Active Directory and Group Policy) and implementing solutions on an individual basis and as part of a team

Tracking ServiceNow trouble ticketing system and updated asset database to ensure document is current

Diagnosing and upgrading hardware to ensure optimum level of performance

Frequent travel to multiple sites in Virginia to provide assigned services for 2000 employees

Experienced in desktop/laptop/server hardware and software and networking troubleshooting, specialized in laptop repair covers both Windows and Mac based systems

After thorough analysis, if the issue remains and is regarded as a defect, enhancement or functional issue, follow the escalation process to assign to Tier 3

Migration experience: Windows Server 2008 to Server 2012/2016 and performing P2V migrations with VMware and Hyper-V

Installing, configuring and maintaining data migration of workstations and software

Establishing customized software infrastructures and installed server hardware

RMC SECURITY Fairfax, VA November 2015 - June 2018

Support Specialist

Served as the first point of contact for customers seeking technical assistance over the phone or email

Troubleshot and maintain all administrator functions and hardware for servers and desktops

Ensured the completion of several server hardware and software upgrades

Performed remote troubleshooting through diagnostic techniques and pertinent questions

Suggested improvements on procedures

Assisted with IT requests through tickets opened with help desk

Maintained current IT inventory list of hardware available and equipment to be deployed

Learned about various company organizational units and how they currently use technology and IT services in their daily tasks

THE CAMPAGNA CENTER Alexandria, VA December 2013 - October 2015

Help Desk Analyst

Responded to queries via chat, email, or phone

Trained other staff members on troubleshooting and diagnosing problems

Wrote, edited, and revised training manuals for new and updated software and hardware

Provided technical assistance for questions and problems

Resolved problems with networks and other computer systems

Diagnosed system errors and other issues

Followed up with customers to ensure full resolution of issues

Requested feedback and/or monitoring calls and other methods of correspondence to improve training methods

Ran reports to analyses common complaints and problems

Installed or changed software to fix issues

Remotely accessed hardware or software for clients to make changes and fix problems

ADDITIONAL SKILLS

Languages: French, Ewe, and Arabic

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