Technical Support Service Representative

Kevin Opoku

Fairfax, VA 571-***-**** ***********@*****.*** www.linkedin.com/in/kevin-opoku-086582193LinkedIn

PROFESSIONAL SUMMARY

Customerfocused Technical Support / Customer Service Representative with at least 3 years of inbound phone, chat, and email support experience. Adept at following callflow guides, asking probing questions, and resolving hardware / software issues on smartphones, tablets, PCs, and wearables (iOS, macOS, Windows, Android). Proven record of maintaining detailed case notes in ServiceNow and Jira, upselling valueadd services, and delighting customers in highvolume, workfromhome environments. Equipped with a distractionfree home office, highspeed internet, and open availability.

PROFESSIONAL EXPERIENCE

Assistant Site Manager

Ricoh @ Fannie Mae – May 2022 – Present

Leads digital mailing process implementation, achieving 90% efficiency in mail management and SLA parameters.

Handles 3040 inbound support contacts/day (phone & email) for laptop, mobile, printer, and Office 365 issues; follows scripted call flows and achieve 94 % firstcall resolution.

Provides risk assessments for laptops, desktops, and mobile devices, ensuring alignment with NIST and ISO 27001 frameworks ensuring data integrity and confidentiality.

Enhances team performance via Ricoh Learning Institute, reducing MSP errors by 25%.

Security / Technical Support Analyst

Oline Security – Apr 2021 – Dec 2021 (Remote)

Resolved Tier 1 & 2 tickets for endpoint protection, MFA, and VPN connectivity; averaged 35 tickets/day with <10 min wrapup time.

Used Jira & Confluence to track incidents, build FAQs, and update troubleshooting runbooks.

Created PowerShell snippets that automated logcollection, cutting call time by 20 %.

Maintained strict dataprivacy and compliance (ISO 27001, PCIDSS) while assisting customers.

Remotely guided users through iPhone/iPad and MacBook setup, Apple ID recovery, and iCloud syncing

SOC Analyst II

Fannie Mae – Jul 2018 – Feb 2021

Served as frontline contact for security alerts; guided internal customers through credential resets and phishing remediation.

Escalated complex cases to engineering teams with complete evidence packages, reducing backandforth by 30 %.

Recognized for exceptional customersatisfaction surveys (4.9/5).

EDUCATION

B.A. Communications – George Mason University, Dec 2018

CERTIFICATIONS

CompTIA Security+

Apple Product Professional (selfstudy) – in progress

AWS Certified Security (Planned)

ServiceNow (In Progress)

HOMEOFFICE & TECH STACK

Custom laptop (Windows 11 / macOS Sonoma) with webcam & noisecanceling headset

Wired 300 Mbps fiber internet (backup cellular hotspot)

Smartphone (iOS 17) for MFA / secure communication

KEY ATTRIBUTES

Empathetic problemsolver who turns frustrated callers into loyal advocates.

Fast learner of new technologies and client products.

Organized multitasker—navigate knowledge bases, ticketing tools, and remote sessions simultaneously.

Contact this candidate