Alfred Yiadom

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

Elkridge Md 21075

Cell: 202-***-****

Email: adwp4b@r.postjobfree.com

Objective:

Secure a challenging position as a Desktop Support Technician with a firm that allows growth potential.

Summary of Qualifications:

Proficient in LAN, WAN, and network installation, monitor, and programming.

Able to repair, install, upgrade, and maintain desktop and notebook computers as well as printers and scanners.

Extensive knowledge of technical terms and developments.

Exceptional customer service skills, account management, follow-up, and sales.

Excellent written and verbal communication skills.

Ability to instruct users with computer and presentation skills.

Ability to write engaging technical documents to assist users in software usage.

Skills

Customer Service (10+ years), Remedy (5 years), Active Directory (3 years), MaaS360 (3 years), Microsoft Office (10+ years),

● Windows XP, 7, 8, 10

● System Upgrades

● Inventory Tracking

● Productivity Software

● System Recovery

● LAN/WAN

● Printer troubleshooting ● Driver Installation ● Server Setup

● Network Connectivity ● New User Training

Work Experience:

Virtual IQ Investments LLC, Laurel, Md. 1/2018-Present

PC repairs

Install and configure PC hardware and software.

Installation and configuration of Network printers

Troubleshoot laptops and desktop computers

Configure remote desktop connection on workstations.

Troubleshoot user’s workstation, wins 2000 professional and win xp professional.

Part of a team that migrated from GroupWise to Outlook.

Add new computers to the domain

Part of a team that rolled out windows 2000 to windows xp

Installation and configuration of PC hardware and software

Created and administered windows based user accounts.

Worked with vendor support, customer service managers, and help desk staff resolving any technical or software issues with all equipment.

Provided computer help desk support and technical training on hardware/software to end users.

Provide enterprise server solutions to corporate clients according to the business process and requirements of the organization

Micros Systems Inc. Columbia, Md. 4/2011-06/2014

Systems Support Engineer

Provided computer help desk support and technical training on hardware/software to end users.

Provide enterprise server solutions to corporate clients according to the business process and requirements of the organization

Communicate with the customers and provide onsite and offsite troubleshooting assistance

Vulnerability assessment using Nessus and MBSA

Responsible for patch management using SCCM

Responsible for monitoring and mitigating malware activity

Responsible for reviewing firewall, AV and IPS logs for threats

Identify potential IT security incidents and escalates information to appropriate staff

Assess threat and vulnerability information from all sources (both internal and external) and promptly apply applicable mitigation techniques initiating indications and warnings

Responsible for security incident management

Responsible for proactive threat hunting

Responsible for network threat management

PEROT SYSTEMS INC 3/2009-03/2011

Desktop Support Technician

Perform tasks provided in the Incident Management Plan to resolve incidents.

When tasked by the Service Desk Lead Manager, assist Tier II technicians in performing tasks provided in the Problem Management Plan to resolve reoccurring incidents.

Follow up with customers and update the Remedy Work Info with detailed information during the lifecycle of a ticket.

Manage a team of 13 Computer techs, in-house and remote contractors.

Facilitate on-site consulting training for Computer techs.

Install, repair, maintain, and upgrade desktop and notebook computers as well as printers.

Publish a monthly newsletter providing helpful on-site tips for remote PC techs.

Troubleshoot computer for network connectivity.

Installed, repaired, maintained, and upgraded desktop and notebook computers.

Participated in on-site training sessions.

Attended IT forums, conferences, and networking events.

Education

University of Maryland Eastern Shore

Bachelor of Science in Biology (May 2000)

Certifications/Training

CompTIA: A+, Network+(Certified since 2001),

Security + (Certified since Sept 2020) CySA+ Pending.

CISA Pending. AWS Certified Cloud Practitioner.

*References available upon request.

Contact this candidate