Customer Service Desktop Support

Gideon Asenso

Email – *********@*****.***

Phone – 917-***-****

EDUCATION AND CERTIFICATIONS

Kwame Nkrumah University of Science and Technology (KNUST)

Bachelor of Science; IT

CompTIA Security+ Certification est. April 2021

CompTIA CASP+ Certification est. May 2022

PROFESSIONAL EXPERIENCE

Security Analyst HRSA Rockville Maryland

Feb 2022 – Present

Monitor computer networks for security issues using security tools.

Investigate security breaches and other cybersecurity incidents through IDR Rapid7.

Install security measures and operate software to protect systems and information infrastructure, including firewalls and data encryption programs such as Microsoft Bitlocker.

Monitored traffic in email security tool like Cisco Email security and Cisco Umbrella for web traffic.

Work with the security team to perform tests and uncover network vulnerabilities.

Fix detected vulnerabilities to maintain a high-security standard.

Stay current on IT security trends and news.

Develop company-wide best practices for IT security.

Assess vulnerability management scans using Insight VM, patching status, secure baselines, and assist in prioritizing remediation effort.

Assists with the creation, maintenance and delivery of cyber security awareness training for colleagues through KnowBe4.

Runs internal security scans, coordinates mitigation and tracks results.

Investigates security alerts and is a part of the incident response team.

Install security software and understand information security management.

Research security enhancements and make recommendations to management.

Desktop Support Technician Lead HRSA Rockville Maryland

December 2020 – Feb 2022

Troubleshoot any problems or issues that arise with Windows desktops/laptops from the network drop up to and including the desktop/laptop.

Prioritize remediation of systems infected with viruses or other malware. - Administer Windows 10 OS and Manage the McAfee Anti-Virus, McAfee E-Policy, McAfee Host Intrusion Protection (HIPS) clients.

o1DRespond to alert notification or escalation of an issue from members of the client team. Determine the probable cause of the issue and take the appropriate intervention action(s) to restore the Windows desktop/laptop to operational status.

Troubleshoot Local Area Network consisting of (UTP) Category 5 and add virtual desktop client (CAG - Citrix Access Gateway) to existing office platform.

Create and distribute "clean-up kits" (including instructions and other user documentation) for Windows remote laptops and Load, configure, update Virtual Private Network (VPN) software on desktop/laptop.

Respond with onsite presence to any client Campus location for the purpose of dealing with hardware and/or software problems that cannot be solved through remote tools and that require the physical presence of a technician.

Monitor, triage and sort tickets in the ticketing system and assign them to the appropriate groups. (Service Now)

Liaising with team members, management, and clients to ensure projects are completed to standard.

Identifying risks and forming contingency plans as soon as possible.

Keeping up to date with industry trends and developments.

Motivating staff and creating a space where they can ask questions and voice their concerns.

Being transparent with the team about challenges, failures, and successes.

Desktop Support Specialist, Stanley Black and Decker

June 2017 – November 2020

Build and install PCs, wireless networks, and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.

Monitor, triage and sort tickets in the ticketing system and assign them to the appropriate groups. (Service Now)

Provides advice and guidance to colleagues regarding incidents.

Maintain installed PCs, networks, telephone systems and peripherals with routine maintenance.

Identify, log, and resolve technical problems with software applications or network systems.

Removed viruses from computer and installed anti-virus for protection using a business modeled checklist.

Ensure that work is carried out within agreed service levels and in accordance with department guidelines.

Create, maintain, and distribute reports of progress to senior leadership.

Troubleshoot and repair computers with software or hardware issues.

Assisted in software upgrades from windows 7,8 & 10.

Explain and document technical issues in a clear way to clients.

Use call logging system to accurately record telephone requests.

Desktop Support Specialist Winning Grace International Church

June 2015 – 03/2017

Perform password resets, resolve print queue problems, manage crisis escalation, track call progress in ticket tracking system, perform follow ups, and assist in projects as needed.

Maintain service skills that promote customer satisfaction. Maintain close monitoring of all systems, Millennium, interfaces, chart servers, RRD servers, the 724Access system, API Time Clock stations, Maintain Ops Job Scheduler, Monitor Power Insight and Fusion Systems, and any new applications as they are assigned.

Communicates in a professional, positive, and timely manner in person, on the phone, and via electronic means. Represents the department and company in a positive and professional manner.

Ensure cyber security standards are being upheld throughout all IT processes.

Uses routine troubleshooting methodologies that provide efficient, effective resolution and minimize impact to the customer.

Manage the lifecycle of all devices within the company.

CORE COMPETENCIES AND SKILLS

Desktop Support, Office 365, Networking, Hardware, Tier 1-III Support, Operating Systems, Server Maintenance, Active Directory, Windows Server ‘2012,2016,2019), IP, Troubleshooting, Technical Communications, IT Support, VPN, Exceptional Customer Service, Technical Research, Desktop setup, Microsoft windows, Shell Scripting Database administration Data center experience, NET, Visual Basic Analysis skills Asset management ETL Microsoft SQL Server SFTP Scripting Business requirements SQL IT service management Password reset, Risk Management and Analysis, Tableau, Supply Chain Analytics, Analytics, Operating Systems, Effective Communication, Asset management, Microsoft office, Time Management, judgement and Decision Making, Analytical Skills, Travel Coordination, Exceptional Customer Service, Technical Research, Desktop setup, Microsoft windows, Password reset, Risk Management and Analysis, Operating Systems, Citrix, Service Now, Service Desk, Authentication, Avatar, Salesforce, Webex, Effective Communication, Microsoft office, Time Management, judgement and Decision Making, Analytical Skills, Travel Coordination.

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