Technical Support Specialist

Collins K. Kusi

*** **** ***, *******, ** ***** 646-***-**** ******@*****.***

IT Support Specialist

Experienced IT Support Specialist with a proven track record in providing comprehensive technical support, troubleshooting complex systems, and ensuring optimal IT operations. Skilled in resolving hardware and software issues, managing Active Directory and Office 365 environments, and delivering exceptional service to users at all levels, including C-Suite executives. Adept at configuring and supporting network equipment, imaging and deploying workstations, and streamlining IT processes to enhance efficiency and user satisfaction. PROFESSIONAL EXPERIENCE

Savoy Associates – Berkeley Heights, NJ

Technical Support Analyst

March 2016 – Present

• Provide onsite and remote technical support to users.

• Deliver first and second-level support for software, hardware, telecom, and in-house applications.

• Manage and resolve IT incidents through a structured ticketing system, ensuring timely resolutions and clear user communication.

• Perform hardware and software installations, updates, and maintenance.

• Deploy, configure, and troubleshoot network printers and peripherals to optimize workflow efficiency.

• Support a wide variety of user issues and tickets, maintaining high levels of customer satisfaction.

• Provide VIP support for C-Suite executives, addressing high-priority technical needs.

• Deploy iOS and Android devices to users and configure BYOD devices.

• Provide support for user onboarding and offboarding processes, including account creation and deactivation.

• Troubleshoot email deliverability issues, including tracing emails and investigating email security false positives.

• Image and deploy workstations with standardized operating system configurations.

• Support network infrastructure, cloud environments, and VPN configurations as part of a cross-functional IT team.

• Configure and support Ubiquiti UniFi network equipment, ensuring stable connectivity and performance.

• Perform Group Policy administration and updates to ensure compliance with company policies.

• Key contributor to IT projects, including office builds and migration to Microsoft Azure.

• Maintain technical documentation and ensure adherence to company IT policies. Syska Hennessy Group – New York, NY

Service Delivery Technician III (Team Lead/System Administrator) January 2010 – September 2015

• Led the Service Delivery Team, providing Tier 2/3 support for 400+ global users.

• Managed Active Directory and Office 365 accounts, including mailbox administration and group policies.

• Optimized asset management using SCCM and Service Manager Plus.

• Directed video conferencing operations, leveraging Polycom and Tandberg systems.

• Spearheaded IT initiatives, mentoring team members and creating policies for project milestones.

• Built custom deployment images and facilitated seamless migrations to new Windows platforms.

• Maintained data integrity through Veritas backup solutions and managed external storage processes.

Desktop Support Engineer

February 2000 – January 2010

• Served as an escalation point for help desk tickets, troubleshooting software, hardware, and network issues.

• Supported engineering software applications, including AutoCAD, Trace 700, and AGI 32.

• Managed AV and conference room technologies, coordinating video bridging via BlueJeans and Skype for Business.

• Administered inventory management and asset tracking using SCCM.

• Conducted user environment migrations, ensuring continuity during platform upgrades. Education & Certifications

University of Ghana – Legon, Accra

Bachelor of Science in Psychology

Certifications:

• CompTIA Security+, A+

• Certified Dell Repair Technician – laptop & desktop

• Metropolitan Technical Institute – Certificate in Computer Networking

• Microsoft Certified Professional (MCP) Windows 2000 Technical Skills

• Hardware & Networking: Dell, HP, Lenovo laptops/desktops, peripherals, Ethernet switches, WAPs, scanners.

• Operating Systems: Windows XP–11, Windows Server 2003–2022.

• Software & Applications: Microsoft 365, ITSM, MDM, Adobe Suite, Trace 700, Pipe Flow, Ecotech, AGI 32.

• Systems & Tools: Active Directory, Entra ID, Exchange, PowerShell, BeyondTrust, CrowdStrike, GoTo (Jive) Cloud PBX, Absolute/Computrace Endpoint Security.

• Imaging & Deployment: System imaging, OS deployments, and configuration management to ensure consistency and efficiency.

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