FLORENCE ERNESTINA OSEI

*** * **** ******, *** York, NY 11226

Cell: 347-***-**** E-mail: aduphw@r.postjobfree.com LinkedIn: https://www.linkedin.com/in/florence-ernestina-osei-863530192/ PROFESSIONAL SUMMARY: Multilingual IT services professional with experience in project management, customer service and client relations. Skilled in network engineering areas including configuring and installing LAN, Wi-Fi, mobile device management, desktops, laptops, printers and peripherals.

TECHNICAL SKILLS

• Certifications – CompTIA A+ and Network+ certified; Security+ in progress

• Networking – Active Directory fundamentals; DHCP and DNS Server; Group Policy management fundamentals; 802.11/PAN/LAN/ design and troubleshooting; remote desktop assistance; LAN and WAN protocol (all 802.11) network routers and printers through secure WEP, WPA, WPA 2 and SSID. Install workgroups and provide remote desktop assistance. Network printer mapping and maintenance; basic switch configurations, VLAN and Router (TCP/IP) configuration; MS server 2012 & 2016

• Software – Windows 8, 8.1 & 7 & 10, Windows image deployment through PXE; Android OS expert user; Office 365; Google Apps; Cisco Meraki Mobile Device management; ITIL; ServiceNow; Wyse Management; Infoblox remote desktop assistance, video conferencing tools (WebEx, Google Meets, Skype, and Zoom)

• Hardware – Data encryption; backup recovery including cleanups, imaging; Mobile Device troubleshooting; PC/Laptop maintenance; network printer troubleshooting; networking cable management PROFESSIONAL EXPERIENCE

MTX Group Inc (Help Desk) Texas Austin Jan 2021 - Feb 2022

• Help Desk consulting role focused on Providing analysis and technical support for over 200 COVID-19 contact tracing call centers

• Provided analysis and technical help desk support for COVID-19 Contact Tracing call center

• Worked within the Salesforce to provide technical support to clinic staff and patients on site

• Handled incoming tickets of 40 to 50 daily through the NYC website and triage them accordingly

• Troubleshooted low to moderate level of user service support for technologies on POD IPADs, computer and internet connectivity issues

• Accurate documentation and further escalations of tickets problems to technical staff for resolutions Blackrock Inc (PC lifecycle management support Technician) Manhattan NY Feb 2021 – Jan 2022

● IT consulting role focused on managing 16,500 employee’s hardware devices including PC imaging, refresh activities of laptops, thin client and desktop. Training users at sites for new equipment and software assignment.

● Performed PC imaging and refresh activities for laptops, desktop, thin client, VDI

● Provided PC services including but not limited to imaging, re-core, deployment, repair, upgrade and asset management.

● Provided end user software services for Windows, iOS, Mac, Android

● Provided dispatch service to remote users or sites (service end user at their location)

● Provided on-site Smart Hands support for network, server, hardware upgrades or projects at site

● Managed and reported inventory at the site (Server room equipment, PC, accessories, mobiles, tablets etc.)

● Liaison with facility service providers for maintenance of A/V, UPS and Printers

● Delivered prepared training to users at sites for new equipment and software

● Performed Windows upgrades of laptops, desktops PC, thin clients and VDI Baldwin Technical Support Inc. – IT Consulting Company Sept 2020 – Dec 2020 New York Presbyterian Hospital (Technical Support) Brooklyn - NY

● IT consulting role focused on network services, help desk and end user support for 20,000 employee hospital systems.

● Worked within a 20-person support team to resolve an average of 50 user technical issues per day.

● Managed lifecycle of end-user hardware from set-up and installation for new and/or existing employees to the decommissioning of old equipment, including computers, mobile devices, printers, cables and other peripherals.

● Provided support for inventory of more than 100 computers and devices within the network.

● Worked regularly with ServiceNow ticketing system, Infoblox and Wyse Management Suite. Community Center for Health (Technical Support) Brooklyn - NY Sept 2020 – Dec 2020

● IT consulting role focused on network services, help desk and end user support for 2,000 employee hospital system.

● Deployment of PCs, printers, scanners, and VDIs such as Dell Wyse AIO 5470s and 3040s.

● Built 93 human scales, and workstations on wheels and made sure they functioned as expected

● Provided inventory management of over 300 computers and devices within the hospital network

● Installed software applications such as Zoom, WebEx Teems, and Printer Logic

● Managed printer networks using Printer logic ensuring all devices were mapped to their designated workstations.

● Worked regularly with ServiceNow ticketing system, Infoblox and Wyse Management Suite to ensure all new devices were on the network, named and placed in the correct location

Weill Cornell Medical Center (Epic Application Analyst TDR) Manhattan - NY Aug 2020 – Sept 2020

● IT consulting role focused on Epic software testing on workstations, printers and peripheral for 11,339 employee hospital systems, education and research centers.

● Executed test scripts and assisted in developing new test scripts with the application teams to test workstations and peripheral devices using Epic software modules.

● Managed printer networks to ensure printers were mapped to the correct workstations and peripheral devices were functioning as expected.

● Coordinated with field technicians to provide detailed information on each failed workstation or device and used Epic modules and Epic test-script outputs to ensure proper and efficient turnaround times for failure troubleshooting and resolution.

● Worked with the TDR Lead to review and understand the testing locations and goals for each day by testing 30 to 40 computers daily.

EDUCATION AND TRAINING

Per Scholas – Bronx, NY Oct 2019 – Mar 2020

Computer Technician Training (Comprehensive IT curriculum, combination of formal instruction on hands on training) Central University – Greater Accra, Ghana Sept 2010 – Jun 2013

Bachelor of Science (Human resource management)

Cognizant End-User training Jun 2020 – Jul 2020

Comprehensive end user training on desktop remote tools like Bomgar remote support software; configuration of switches and routers; Office 365; ITIL; ServiceNow; Active Directory including account creation, disabling and unlocking account, Group policies and creating network drives

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