Support Specialist Customer Service

STEPHEN KRAPAH

EXPERIENCE SUMMARY: Over * years of experience in providing top-notch technical assistance to users. Possessing a proven track record of troubleshooting software and hardware issues, maintaining user accounts, and ensuring system stability. Committed to providing exceptional customer service and resolving complex technical problems within strict timeframes.

EDUCATION / CERTIFICATION / TECHNICAL SKILLS

Education:

Bachelor of Arts in Sociology, Norfolk State University, 2020

Certification:

CompTIA Security+

Technologies & Business Competencies

MS Visio, MS Project, MS Word, MS PowerPoint, MS Excel, SharePoint, Confluence, Windows, MAC, Linux, Pre Imaging, Post Imaging, Scheduling Repairs, Creating Email Accounts, Sharepoint Accounts, Installing Antivirus Software, Remedy, ServiceNow, Microsoft Azure Dev Ops, Microsoft Teams, BitLocker, Active Directory, Encryption

Relevant Experience:

Appteon Inc, Reston, VA 09/2021 – 02/2023

IT Support Specialist II

Help employees troubleshoot email and other account access issues.

Successfully resolved over 500 technical issues related to software and computer hardware through effective troubleshooting and problem-solving skills.

Maintained user accounts, updated systems and ensured data accuracy to enhance the system stability and maintain network security.

Create and submit detailed call logs documenting customer interactions that are accurate, thorough, and timely.

Experience troubleshooting computer hardware components such as: RAM, CPU, Network Cards (NIC), Motherboard, PSU and etc

Demonstrated exceptional customer service skills by communicating technical information in a clear and concise manner, resulting in high user satisfaction ratings.

Follow all standard operating procedures (SOP).

Utilized a broad range of technical tools and resources to diagnose and resolve technical problems within strict timeframes, meeting or exceeding service level agreements (SLAs).

Collaborated with cross-functional teams to resolve complex technical issues, contributed to the development of new processes and procedures to improve the overall support desk operations.

ASM Research, Fairfax, VA 12/2018 - 10/2020

IT Support Specialist

Performed various activities related to employee on boarding and off boarding processes

Proficient in providing technical support for software and hardware issues to clients, including troubleshooting, installation, and configuration of various applications.

Collaborate with internal teams or vendors to execute projects.

Experienced in managing user accounts and permissions, including password resets, user access rights, and security policies.

Skilled in maintaining and updating computer systems, including Windows and Mac OS, in accordance with company policies and procedures.

Knowledgeable in remote desktop access, VPNs, and other network technologies to troubleshoot issues and assist users in resolving technical problems.

Strong customer service orientation with a commitment to providing prompt, accurate, and courteous technical support to clients.

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