Support Specialist Customer Service

ISAAC MENSAH

IT NETWORK SUPPORT SPECIALIST

240-***-**** adtsyg@r.postjobfree.com Gaithersburg, MD

CAREER & SKILL SUMMARY

IT network Administrator with over 2 years of extensive experience in performing network administrative duties including setting up new users, assisting users with network access, and resolving connection problems. Uniquely skilled in ensuring high quality Help Desk support to all users. I have the knowhow in repairing, maintaining, upgrading, and installing computers and related peripheral equipment. Have Monitored network utilization and security systems.

Timely provided technical support to end users, answered questions, and prepared network training sessions as needed. Performed diagnostic testing to determine source of problems and made necessary repairs.

Experienced skills of how to maintain activity logs and make recommendations for new network products. Loads and verifies software, tracks and resolves equipment problems, and completes licensing and inventory control functions.

Effective relaying to superiors significant problems and recurring errors in operating systems Outstanding analytical, interpersonal, organizational, communication and problem-solving skills, and the ability to work effectively with individuals at all levels of an organization.

Uniquely skilled at leading teams, managing complex projects, and establishing strong relationships with varied business and IT functions, with the ability to perform multiple duties in business analysis, project management, and functional leadership and Strong customer service skills and attitude

PROFESSIONAL & TECHNICAL EXPERIENCE

IBM, MD

IT NETWORK SUPPORT SPECIALIST Jan 2018 – June 2019

Performed administrational functions and tasks associated with network maintenance, design and deployment as well as network operations, PC and LAN technical support and help desk support.

Monitored server performance, storage, hardware and produce reports on system availability, performance, capacity, user accounts, permissions, space used, account activity.

Developed work plans, test plans for system upgrades and maintenance animplementing such plans

In depth knowledge and administration of Windows 10, MS Windows Server 2008/2012/2016, Active Directory, Exchange, IIS, and MS SQL server administration

Skilled knowledge of VMware virtualization and SonicWall and VPN, Arc Serve UDP and Arc Serve Backup software and able to maintain and review backups, log reports on jobs within backup environment

Managed the IT back-up systems in their entirety from procedural review to testing and disaster recovery planning/testing

Familiar with patch management using Shavlik/Ivanti Protect and mobile devices and mobile applications, Maas 360

Monitored, maintained and performed upgrades to data telecommunications for T1’s, DSL, Cable, Wireless, Fiber network configurations.

Knowledge of Two way Radio system

MICROSOFT CENTER (VA)

JULY 2020 TILL DATE.

Performed administrational functions and tasks associated with network maintenance, design and deployment as well as network operations, PC and LAN technical support and help desk support.

Monitored server performance, storage, hardware and produce reports on system availability, performance, capacity, user accounts, permissions, space used, account activity.

Developed work plans, test plans for system upgrades and maintenance an implementing such plans

In depth knowledge and administration of Windows 10, MS Windows Server 2008/2012/2016, Active Directory, Exchange, IIS, and MS SQL server administration

Skilled knowledge of VMware virtualization and SonicWall and VPN, Arc Serve UDP and Arc Serve Backup software and able to maintain and review backups, log reports on jobs within backup environment

Managed the IT back-up systems in their entirety from procedural review to testing and disaster recovery planning/testing

Familiar with patch management using Shavlik/Ivanti Protect and mobile devices and mobile applications, Maas 360

Knowledgeable of Anti-Virus products, especially McAfee and Policy Orchestrator server hardware and IBM SAN, networking, including DNS, DHCP, TCP/IP, SNMP

and SMTP, switching and routing concepts, network printers, network devices, configuration and topology, voice and data cabling technologies - Voice (PBX programing, Audio video experience, phones and alarm systems) – Avaya IP Office 500 PBX, Avaya Office Manager Version 11

Monitored, maintained and performed upgrades to data telecommunications for T1’s, DSL, Cable, Wireless, Fiber network configurations.

Resolving network and connectivity issues.

Handled security updates

Testing and debugging programs

Repairing motherboards and upgrading firmware

Installing software applications and CRM programs

Identifying and troubleshooting problems.

Set up and configure computers and peripheral equipment such as printers and scanners.

Diverse understanding of Mac OS, Microsoft OS and gadgets

Knowledge of Microsoft 365 installing and Troubleshooting

EDUCATION / CERTIFICATION

University of cape coast (Ghana)

BSc. Computer Science

Hardware & Networking/ IPMC (Ghana)

Networking fundamentals/MTA

CompTIA security+

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