Technical Support Help Desk

STEPHEN AMANKWA

https://linkedin.com/in/stephen-amankwa ********@*****.*** +1-312-***-****

EDUCATION & CERTIFICATION

Illinois Institute of Technology Chicago, Illinois Master of Science, Computer Science Aug 2023 - May 2025 AWS Solutions Architect- Associate Feb 2025 - Feb 2028 University of Ghana Accra, Ghana

Bachelor of Arts, Economics with Computer Science Sep 2013 - May 2017 WORK EXPERIENCE

Metra Chicago, Illinois

IT Help Desk Technician Jun 2024 - Present

• Provided technical support for end users, troubleshooting hardware, software, and network issues.

• Documented and resolved IT tickets, maintaining a 90%+ first-call resolution rate.

• Assisted in deploying and maintaining enterprise software solutions. MTN Ghana Accra, Ghana

Technical Support Specialist Jan 2023 - Jul 2023

• Supported end users with network connectivity and system performance issues.

• Assisted in upgrading and configuring workstations for employees.

• Maintained IT asset inventory and performed software installations. MTN Ghana Accra, Ghana

IT Support Analyst Feb 2019 - Dec 2023

• Monitored and maintained IT systems, ensuring minimal downtime.

• Provided remote and in-person support for employees, resolving hardware and software issues.

• Collaborated with system administrators to improve IT service efficiency. CONSOLIDATED BANK GHANA Accra, Ghana

IT Support Assistant Oct 2017 - July 2018

• Provided troubleshooting assistance for banking software applications.

• Assisted with server maintenance and network support tasks.

• Managed user account provisioning and password resets. SKILLS

• Technical Support & Troubleshooting: Windows, macOS, Linux, Active Directory, VPN

• Network & Systems Administration: DHCP, DNS, TCP/IP, Remote Desktop

• Help Desk Tools: ServiceNow, Zendesk, JIRA

• Software & Hardware Support: Office 365, Google Workspace, Printers, Workstations

• Scripting & Automation: PowerShell, Bash

• Security & Compliance: Multi-Factor Authentication (MFA), Endpoint Security, ITIL Best Practices

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