Help Desk Support

YAW OSEI BERKO

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

YAW OSEI BERKO

Address: Elkridge, Maryland Mobile: +1-240-***-**** Email: ******@*****.*** PROFILE

A results-driven, committed and articulate IT service specialist, with a strong background in, Customer relations, Development and Management. Currently looking forward to a making a significant contribution in an ambitious and exciting organisation that offers a genuine opportunity for progression. EDUCATION AND CERTIFICATIONS

Psychology and Human development (B.S.) 2017

Regent University Collage of Science and Technology, Ghana Cisco Certified Network Associate (CCNA) 2021

September 15 2021, valid through September 15, 2024 Microsoft Certified: Azure Administrator Associate (AZ-104) 2023 March 4, 2023, valid through March 4, 2024

SKILLS

IT Support & Customer Service

MS Office

Adobe management

SharePoint.

TCP/IP, DHCP, and DNS protocols

LAN/WAN, routers, Ethernet, VPN

International Relations

Creating & Driving Transformation

Strategies

Training, Mentoring & Team Building

Relationship Building & Management

Bilingual: English & French

PROFESSIONAL EXPERIENCE

Network Associate July 2022 – March 2023

DataPrise Inc. - Maryland, USA

• Administer On-Prem Hybrid/Azure server environment with 98% uptime while im-plummeting routing changes.

• Recommend modifications of IT systems in order to improve and simplify business systems and reduce operating cost.

• Provide desktop support and administered all network operations as a sole administrator for a 100+ workforce, including both local and remote.

• Provide workforce with emergency 24/7 on-call support.

• Manage Inventory of necessary hardware, software, and licenses.

• Evaluate the performance of computer systems/networks and coordinated computer network access by expertly utilizing remote monitoring and management tools

• Inventory asset management

YAW OSEI BERKO

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

Cable Contractor June 2019 – August 2021

Team Stephens Communications, LLC - Maryland, USA

• Installed and extended new and existing networks. DEMARC extensions using innerduct to protect CAT 5/6, fibre, and T1 lines.

• Installed network racks, stacked network equipment (switches, routers, and Cradle Points), and termi- nated fibre SC, ST, and Cat 5/6.

• Facilitated fibre to ethernet conversions, cisco Router/ Switch Network configuration and Net Op sup- port.

• Installed backboards for network circuit devices and DEMARC punch down on 66 and 110 block.

• Cable/fibre testing for continuity and breaks and distance. Help Desk Support September 2015 – September 2018

Royal Bank - Accra, Ghana

• Accountable for providing the full range of resolving customer/colleague needs and complaints.

• Provided computer help desk support via telephone communications with end-users.

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

• Created extensive documentation for help desk tickets and provided MFP support to end-users.

• Implemented continuous improvement process enhancements that reduced trouble ticket response time by 15%.

• Reset/unlock end-user using Active Directory.

• Provided support to end-user email (outlook) and outlook365 online.

• Provided support for office 365, using Microsoft Admin center.

• Provided support to end-user using the Team Support ticketing system and Service desk. EMEA Lead Customer Support August 2013 – September 2015 Project 77 Ltd. London & West Africa - Accra, Ghana

• Accountable for providing the full range of face to face banking needs and resolving customer complaints.

• Managed a team of 10 across EMEA regions.

• Attending to detail ensuring processes are followed correctly whilst complying with company policies and regulations.

• Identified opportunities for colleague and product development and enhancement.

• Performed due diligence checks efficiently.

• Responded to customer’s inquiries, complaints, and comments daily, and determine corrective action for the high-call volume department.

• Communicated and coordinated with internal and external departments Help desk Support March 2009 – July 2013

Unibank - Accra, Ghana

• Monitored and prepared daily deposits of ticket sales receipts to present to the manager

• Provided support to office 365 users.

• Efficiently resolved trouble tickets using Service Desk.

• Escalated service questions to appropriate client representatives.

• Performed diagnostics and troubleshooting of system issues, document help desk tickets/resolutions, and YAW OSEI BERKO

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

maintain equipment inventory lists.

• Responded to client account questions, including billing and field service requests.

• Displayed exceptional people skills and maintained calm demeanor during every phone call to better understand the client’s problem

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