Support Representative Customer Service

JOSHUA TAWIAH OKPOTI

Address: Greater Accra Region 505 Ghana Mobile: +233*********

Email: ************@*****.*** Web: https://www.linkedin.com/in/itsupporttechnician P A G E 1 O F 2

QUALIFICATIONS PROFILE

Results-driven and performance-focused IT professional, offering broad-based experience in installation, configuration, and maintenance. Highly effective and detail-oriented technical support representative; armed with well-defined interpersonal, presentation, multitasking, and organizational skills. Troubleshooting and Process Efficiencies Digital sales and marketing Technical and Helpdesk Support Large-Scale Project Management Network Engineering IT Infrastructure and Deliverables Customer Service Personnel Training and Supervision Strategic Planning and Analysis Rapid Deployments Cross-functional Leadership and Team Building EDUCATION

Bachelor of Science in Information Technology: 2013 University of Education – BlueCrest College (Formerly NIIT Ghana College) Winneba, Ghana Professional Diploma in Information Technology: 2011 BlueCrest College (Formerly NIIT Ghana College) Accra Honors Diploma in Networking; 2007 NIIT College Accra Cisco Certified Professional (CCNA) 2017 Certified Proved IT Accra EIGRP, RIPver2, OSPF, BGP, EGP, IGRP

National Service --- National Identification Authority: 2013 – 2014 Data, registering and distribution

PROFESSIONAL EXPERIENCE

IT Technician; and Customer Support Jot IT Professionals Accra 2010–Present Serve as service technician in charge of installing cables; maintaining repairs of machines and equipment; handling systems; conducting failure analysis and promptly resolving problems; and providing implementation and upgrades. I am able to use internet and online technologies such as desktop computers, mobile phones and other digital media and platforms to promote products and services, data and technology is integrated with traditional marketing communications to achieve marketing objectives. Oversee desktop support and client services including HARC Ghana and NELIPS. Acknowledge client inquiries and concerns while offering corrective actions through phone, email, and face-to-face interactions with walk-in clients. Assume full accountability in administering user account, installing software, and backing up data for users; as well as removing virus threats without affecting operating systems and data.

Highlights:

Drove efforts in attaining the highest client satisfaction rating for the team in 2013

Provided expert technical and analytical support in solving power-related problems on Acer and Epson projectors, and repairing Plasma screen issues including Samsung and LG as well as optical problems on Sony projectors.

Demonstrated technical expertise in quickly resolving laptop and desktop short circuit and power supply issues. JOSHUA TAWIAH OKPOTI

Address: Greater Accra Region 505 Ghana Mobile: +233********* Email: ************@*****.*** Web: https://www.linkedin.com/in/itsupporttechnician P A G E 2 O F 2

Applied knowledge of asset management software to monitor users on network and create active users in active directory while in charge of replacing video graphics chip on motherboards and testing surface mount device (SMD) components.

Strategically led the conceptualization and implementation of data network systems, while performing laptop and desktop system repairs involving short circuits and display issues.

Expertly performed troubleshooting of network-related issues including internet protocol (IP) and connectivity issues.

Utilized HP OpenView in maintaining operations and tracking the network systems. Network Administrator Deon 2000 Accra 2007–2009 Worked collaboratively with customers in quickly resolving their problems and implementing key measures. Sold desktop and notebook computers, while overseeing user accounts and installing key software applications. Proactively participated at customer service-related meetings. Initiated routine phone troubleshooting and configuration duties.

Highlights:

Troubleshot network-related, IP, and connectivity issues companywide.

Partnered with the company staff in optimizing the working environment while providing quality customer service.

Expertly trained the Sales Department staff, which included guiding colleagues in assisting clients with the right product selection.

PROFESSIONAL DEVELOPMENT

CompTIA A+ Technical Support Engineering: In Progress Microsoft Office Proficiency Customer Service and Relationships: 2010 and 2014 Professional Selling Customer Service Training Fraud and Abuse Basic Banking: 2009 CompTIA A+ Network Engineering: 2007

ACTIVITIES

Holy Apostolic Reformed Church Accra, Ghana 2001–Present

Proactively play the piano; while providing audio sound engineering which includes fixing cable terminations and streaming live church service through YouTube to the website. TECHNICAL ACUMEN

ANTIVIRUS PROTECTION SOFTWARE Kaspersky Lab Avast Norton ESET NOD32 Antivirus AVG NETWORKING APPLICATIONS HP OpenView NetworkView Asset Tracker LANDESK Management Suite OPERATING SYSTEMS Windows (9x, 2000, XP, 2003, 7, and 8) Red Hat Linux Windows Server OTHER APPLICATIONS

MySQL Oracle TCP/IP FTP TFTP Microsoft Office Suite OpenOffice SQL

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