Support Representative Customer Service

Kokou AGBETORGOH

Westborough, MA ***** 347-***-**** *********@*****.***

PROFESSIONAL SUMMARY

IT Professional with 20+ years of experience in IT infrastructure management; deploying and maintaining enterprise infrastructure services. Infrastructure Administrator with experience in software procurement, installation, administration and solving compatibility issues; a proven ability to assist with the day-to-day running of an IT department and business IT systems.

I work with external suppliers, Supply Chain Management, Field Operations Project coordination, and the IT team to fulfill equipment requests

Practical experience with VoIP systems, inventory management, hardware & software maintenance, information security and network design.

Manage server event logs, performance logs, growth of data on the network, and checking the status of nightly server backups.

Ensures compliance with uptime and performance standards and develops system and product benchmarking and monitoring.

Collect, develop, coordinate, and maintain requirements for operations projects from initial phase to final implementation.

SKILLS

Motivated, detail-oriented individual with experience in customer service and a commitment to best practices.

Proficient in Technical Training and People Management and advanced in Microsoft Windows Operating Systems and its Applications such DNS, DHCP, and Endpoint Configuration Manager.

Possess excellent interpersonal and communication skills, and ability to work effectively in a team and as an individual.

Making and conducting effective presentations

Customer service professional with strong ability to multi-task, prioritize, and manage time effectively, offering ability to handle high volume calls, active listening skills, and proven ability to resolve customer complaints in a professional manner.

Proficient in the remote connection tools such as ConnectWise, TeamViewer, and LogMeIn. Practical knowledge in administration of cyber security tools like, McAfee security suite, Microsoft Defender, Symantec Endpoint Protection, etc.

AD Manager Plus is an integrated tool for Active Directory (AD), Office 365, Skype for Business, G Suite management and reporting

Evolve IP is a Cloud Services with a unified option for cloud services such as virtual servers, virtual desktops, disaster recovery, IP telephony, unified communications, contact centers, and more.

Microsoft Office -Word, Excel, Outlook, and PowerPoint, SharePoint, Visio, Teams.

Proficient in explaining technical information, resolutions, documentations, and presentations to clients and non-technical personnel at all levels of the organization or enterprise.

Team oriented with the ability to work independently and proactively while prioritizing competing priorities, often under time constraints.

EXPERIENCE

Senior Systems Administrator September 2017 – Present

Elara Caring

Support 10,000+ workstations to ensure maximum system uptime, as well as request queues

Utilize Group Policy objects and remote tools to provide centralized management and configuration of operating systems, applications, and user settings in Active Directory environment

Provides technical support for enterprise applications, handle escalations and manage department workforce

Assist with cyber security activities, identifying and defining system security requirements, IT engineering, and information systems audit

Identification of opportunities for continuous improvement (upgrades, security and update patches, etc.) of systems in production.

Ability to troubleshoot complex problems, analyze possible root causes and educate customers to perform troubleshooting

Interface and maintain effective communication with business users and other ITS team members when analyzing, updating and resolving cases

Systems Administrator June 2014 – September 2017

First Care of New York

Supported 5 servers (10 VMware hosts) and 3000 workstations ensuring maximum system uptime and application of security patches are updated as necessary

Produced end to end management of IT projects by ensuring successful completion of programs such as Bit Locker, Windows image customization for entire company or departments, upgrade of servers and workstations, and more

Uses careful logic and methods to solve difficult problems with effective solutions.

Assisted technology infrastructure operations such as managing servers and workstations’ lifecycle, storage, and virtualization support

Responsible for technical break/fix support for all Information Technology Support (ITS) systems currently deployed in production.

Provide IT solutions including on-site and remote support to end-users to business executives

Facilitate and document Service Delivery Process mapping (Acquisition, Fulfillment, and Service & Revenue Assurance) for assigned products.

HHA exchange a cloud agency management solution for Medicaid and private duty agencies for billing and payroll, HR and compliance, workforce management and mobile help users to manage clients and caregivers.

eMedNY is the electronic Medicaid system. The eMedNY system allows New York Medicaid providers to submit claims and receive payments for Medicaid-covered services provided to eligible members.

Engages knowing how to get things done both through formal channels

Technical Support Representative August 2012 – May 2014

Cablevision - Optimum Products

Maintained the protection of Business and IT services by identifying and defining security system requirements, engineering, and implementing and monitoring security measures to protect computer systems, networks and information systems

Developed technical solutions and new security tools to help mitigate security vulnerabilities and automate repeatable tasks across the group

Utilized threat intelligence analyses, security vulnerabilities, and patch management capabilities to secure the domain environment

Day to day life-cycle support of Commercial Products.

Technology/services, product development lifecycle, and operationalization of Private Line, Internet, Voice, Software Defined services and Wireless solutions delivered via Ethernet and IP networks.

I have customer key mentality focus to improve customer experience, to make strategic product decisions.

IT Engineer February 2003 – March 2009

Africa Online Ghana

Maintained the protection of Business and IT services by identifying and defining security system requirements, engineering, and implementing and monitoring security measures to protect computer systems, networks and information systems

Experience in the telecommunications industry.

Experience with networking fundamentals, networking protocols and network routing.

Execution of product roadmap initiative from concept to launch.

Analyze pricing for products, including competitive market analysis/positioning.

Assist the marketing / Sales with use case development and product benefit summaries.

Supervise any external third-party relationships necessary to deliver the product offerings.

Work with Engineering and other senior member in gathering and defining technical requirements for new and existing products and services.

Other responsibilities as directed by management.

Experience working within cross-functional all team members.

Understanding of service delivery and business processes at a Multiple System Operator.

System Administrator

Vodafone Group. June 2001– January 2003

Contributed system support for Windows systems including server, router, switches and workstation upgrades, backup and disaster recovery monitoring and security administration.

Performed daily, weekly, monthly maintenance, backups/restorative exercises, reviewing server logs for prospective issues, as well as ensuring that anti-virus software and security patches are routinely updated and functioning

Troubleshoot network device connectivity issues including IP addressing, DNS, gateway, and reverse proxy issues.

Supervised the technical staff to troubleshoot complex issues faced by system users

Ensured daily activities are aligned with Network operations priorities and objectives

Prepared and delivered system performance statistics and reports weekly (disk usage, forefront reports)

Supported and maintained network hardware, network operating systems and system applications

Reviewed multiple computer systems capabilities, workflow and scheduling limitations to increase productivity

Conducted meetings with IT teams to gather documentation and evidence about their control environment

ACTIVITIES & CERTIFICATIONS

Microsoft Certified Professional: Technician Professional

CompTIA: Network+, A+ Certified Professional

TRAININGS

IPMC College of Technology: Network +, A+ and Windows Services

Microsoft Corporation: Certified Technician Professional

Dell Computers Corporation: Dell Certified Systems Expert

CompuServe: Systems Repair and Support Technician

PROJECTS

Implementation of Credential Guard solution to workstations

2021 Endpoint security standard implementation project

Data Loss Prevention Implementation Project

Migration of Windows Active Directory services to Microsoft Azure

Designed and Implementation of a technology disaster recovery program

Group Active Directory and Workstation Harmonization

Hard Disk Encryption

Endpoint hardening with various security solutions

Implementation of an audit mission management policies

Physical Access Control and CCTV Implementation

Deployment of Enterprise Remote Desktop Services

Strong presentation and communications skills

Designed and Implementation of Configuration Management platform

Designed and Implementation of IT Service management tool

EDUCATIONS

Associate of Applied Science 09/2017 – 12/2019

Emphasis in Information Technology Management

Berkeley College Midtown NYC Campus

High School Diploma 08/2008 – 08/2012

Liberty High School, Brattleboro, VT

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