Service Desk Call Center
Resume:
VIRGIL EHI AKWARA
864-***-**** . *********@*****.*** . Greenville, SC
IT Service Desk professional with extensive expertise in end-user support, computer imaging, and system management. Over 11 years of experience in the IT industry. Passionate about optimizing technology use and enhancing operational efficiency, consistently ensuring high user satisfaction and system integrity.
PROFESSIONAL EXPERIENCE
American Red Cross March 2024 - February 2025. (Contract)
IT Service Desk
●Respond to technical and/or user problems utilizing Active Directory to administer employee records
●Support for complex issues with MS Office 365 and MS Teams.
●Review records, and document reports of malfunctions, issues and maintenance of Salesforce applications
●Review, analyze, and evaluate proprietary Red Cross technology and systems operations and provide recommendations to improve efficiency and utilization.
●Lead technical projects) by identifying infrastructure requirements, coordinating with customer teams, and independently performing application-side tasks from initiation to completion.
●Adhere to standard operations and policies. Ensure compliance with negotiated service level agreements.
IBM/Fluor March 2023 - December 2023
PC Technician
●PC Refresh/Deployment of over 1,500 computers on site to be imaged, setup and deployed
●Used MicrosoftOffice 365; OneDrive to transfer applications and data and Outlook and Teams to get their communications across
●Utilized ServiceNow to track projects, receive customer requests and keep track of calls through to resolution
●Managing inventory of over 3,000 machines
●Deployment of equipment to end-users
●Installation of security patches
Ingram Micro February 2022 to December 2022
Support Tech
●Configuration, setup and troubleshooting of conference room video and audio systems
●Utilized Active Directory to manage user permissions
●Contribute to product testing and improvement by simulating customer environments, reporting bugs, and assisting with updates.
●Provide on-going education and training to users
●Create and uphold technical documentation, user manuals, and troubleshooting guides.
StayMobile October 2019 – March 2020 (Covid)
PC Technician
Identify, diagnose, and document hardware failure or software problems on a variety of computers or computer-related equipment
●Used ServiceNow to track projects, receive customer requests and keep track of the call through to resolution
●Repair motherboards, install software applications and upgrade firmware
●Provide technical explanations, perform problem analysis, and recommend complete solutions
●Recommend components/configurations and assemble customized computer systems
●Provide timely, complete, and accurate information directly to customers via face-to-face, telephone, text, and email communication regarding their service
●Understand and utilize technical manuals and support resources
Getronics November 2018 – February 2019
Technical Support Specialist
●Utilized MS Office 360, Windows 7 & 10 administration and security, and Active Directory to remotely onboard new hires and maintain existing employees for Compass Bank worldwide
●Analyze software, hardware and network issues, and enabled/disabled network access
●Managed SCCM infrastructure to streamline software distribution and ensure consistent system configurations
●Replicate Defects, Test Solutions, and research and recreate a reported problem to pinpoint cause and provide immediate resolution
●Mentor junior team members, setting a strong example of technical expertise and customer service.
Concentrix Corp September 2016 – February 2019
Insurance Specialist
●Worked in Aetna and Cigna lines of business configuring and optimizing Salesforce, MS Office 2017, and proprietary software to manage health insurance members
●Managed remote end-users in the Quickbooks technical support department
●Achieved distinction for exceeding client expectations
Support.com
Remote Services Technician August 2015 – May 2016 (Contract)
●Performed wireless configuration for all operating systems including Windows, iOS, OSx, Android network and routers
●Configured devices to network by MAC identifications, including port forwarding and SSiD restriction
●Implemented wired and wireless home network set-ups including cable modems, routers, printers, etc. (DNS, DHCP, WAN, LAN, TCP/IP, Port Forwarding)
Salvation Army
IT Manager May 2013 – March 2015
●Managed all technology operations for Area HQ including 5 stores, Kroc Community Center, shelters, etc.
●Provided Security, Network and Systems Administration for all hardware, software, telecommunications, and infrastructure
●Developed, installed, and implemented various applications based on desired operation
● Coordinated and lead training classes for staff and community with the goal of providing a better understanding of technologies
●Handled IT budget and infrastructure for 3 counties
EDUCATION
●Associate degree in Mechanical engineering technology University Of Cincinnati
●Information Engineering Technology,attended Bachelor of Science Degree program
University Of Cincinnati,
CERTIFICATIONS
●HDI Support Center Analyst (HDI-SCA) 2019
●Foundation 2010 Desktops - Dell Certified Systems Expert
●Foundations 2010 Portables - Dell Certified Systems Expert
●Audio/Video Certification - both Studio and Portable production Media Bridges Cincinnati, Ohio
●Project Management, University of Cincinnati May 2001 – September 2001
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