Customer Support Specialist

ALBERTA ADU AFRIYIE

**** **** ***** ** *** ***

Woodridge, Illinois 60517. Mobile: 630-***-****

*******.********@*****.***

Professional Summary

An IT professional with successful experience in desktop and POS Hardware and software troubleshooting. A team-player with expertise completing various projects and incident handling with great results and works productively when independent. Responsible, punctual, and productive professional when working with little to no supervision.

Skills

Perfect writing and speaking skills

Proficient in Microsoft Office 365 tools

Active Directory

Customer support soft skills

Knowledgeable in Networking and hardware troubleshooting

Proficient in ServiceNow and V-Fire ticketing tools

Software and application updates

Desktop support and level I incident handling

Point of Sale support

Work History

Independence for seniors

2018-05 - Current

Systems Analyst I

In troubleshooting Registers and point of sale devices

Handles in-bound calls from cashiers about password and credential settings

In charge of troubleshooting technical incidents related to network connectivity

Maintaining records of and providing access to personnel to sensitive information

Assisting on-site technicians on incident handling and troubleshooting

Creating excel reports for monitoring register related incidents

Customer Support Specialist

Brookdale Plaza Lisle

2015-09 – 2018-03

Received and placed calls to client family’s and agencies

Documented records of visits and itinerary

Provided compliance records and information to external agencies

Created and updated spreadsheet records and dossier about residents

Created excel records and documented processes and events

Systems Analyst

Melcom Ghana Ltd Accra, Ghana

2012 - 2015

Troubleshooted point of sale devices (pin pads, registers, printers etc)

Pulled and analyzed sales logs.

Assisted with software installations and updates

Assisted with troubleshooting store switches and routers

Writing and documenting Knowledge-based articles

Education

2012-09 - 2016-05

Holy Child College of Education (Ghana)

Diploma in basic Education

Spectrum school

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