Customer Service Help Desk

Kwaku Boateng

Somersworth, NH • *****.*******@***.*** • 470-***-****

Open to relocation

Professional Summary

IT professional with over 5 years of experience in Desktop Support and Administration, specializing in technical troubleshooting, customer service, and technical documentation. Adept at resolving technical issues both independently and in a team environment with minimal supervision. Strong communication and customer service skills honed through experience in call centers and help desk roles. Proficient in understanding and executing technical instructions while documenting technical processes. Skilled in Microsoft Office Suite and knowledgeable in SharePoint, with a dedication to delivering efficient and customer-focused IT support.

Technical Skills

Operating Systems:

• Windows 10, Windows 7, Mac OSX, Ubuntu

Desktop Support & System Administration:

• 5+ years of experience in technical troubleshooting and hardware/software support

• Hardware setup, configuration, troubleshooting, and replacement (laptops, desktops, printers)

• Experience in call center/help desk environments providing customer-focused technical support

• Expertise in documenting technical processes and instructions for end-users Customer Service & Technical Support:

• Strong customer service skills developed through help desk and call center experience

• Ability to work independently with escalation support as needed

• Experience in resolving customer issues quickly and efficiently while ensuring satisfaction Software & Tools:

• Microsoft Office Suite (Excel, Word, PowerPoint, Outlook)

• Basic SharePoint knowledge

• Ticketing systems: BMC, Smart Service Desk, Track-It, serviceNow

• Remote support tools: Bomgar, TeamViewer, MicroSoft Teams Certifications

• CompTIA A+, Network+, Security+, CySA+

• Microsoft Office 365 Certified (Expected 2024)

Professional Experience

IT Specialist CompQSOFT United States Navy (Contractor) May 2023 – Present

• Delivered outstanding customer service through troubleshooting and technical support, ensuring clients’ security systems were fully operational and tailored to their needs.

• Provided hardware setup and configuration support while documenting processes for future troubleshooting.

• Worked independently with minimal supervision, escalating issues when necessary for timely resolutions.

IT technician Specialist U.S. Army

Apr 2019 – May 2023

• Provided technical support and troubleshooting for mission-critical systems under high-pressure situations, maintaining equipment readiness.

• Documented all technical procedures to ensure consistent operations and trained team members to handle technical equipment.

Applied Training

MyComputerCareer

Cyber Warrior Program, Full-Time (Graduate April 2024)

• Hands-on training in desktop support, technical troubleshooting, and technical documentation with a focus on customer service in IT environments.

• Coursework in Microsoft Office Suite and basic SharePoint usage for managing documents and workflows.

Core Competencies

• Team Player: Proven ability to collaborate effectively within a team, offering support and assistance to achieve common goals.

• Technical Troubleshooting: Expertise in diagnosing and resolving technical issues related to hardware, software, and network systems.

• Customer Service: Strong communication and customer service skills developed through help desk and call center roles.

• Technical Documentation: Proficient in documenting technical processes for troubleshooting, instructions, and future reference.

• Microsoft Office Suite & SharePoint: Competent in using Microsoft Office tools and basic SharePoint for document management and collaboration.

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