It Support Analyst

George Amankwah Jr

Twin Oaks CT Monmouth Junction, New Jersey, 08852

United States. 973-***-**** **********@*****.***

Fully Work Authorized No Visa Sponsorship Required

PROFESSIONAL SUMMARY

Helpdesk Analyst with 2 years of experience in providing user support, managing user issues, and communicating troubleshooting instructions in a timely manner meeting 97% of users’ satisfaction and reaching profitable solutions.

Key Skills

●Incident Documentation and Knowledge Sharing

●Ticketing Systems & ITSM Tools

●Remote Desktop Tools

●Customer-Focused Troubleshooting

●Excellent Communication

●Windows Operating System Proficiency

●Time Management & Multitasking

Problem-Solving and Analytical Skills

●Tools: Google Workspace, Microsoft Office Suite, VPN, Python and HTML basics, POS

PROFESSIONAL EXPERIENCE

IT Support Analyst 08/2023 - Present

Honda of Princeton New Jersey, USA

●Provide technical support for IT and business teams through troubleshooting hardware, software, and network-related issues.

●Respond to user requests via phone, email, and in-person, providing timely resolutions in alignment with SLAs.

●Assist in diverse activities for managing user accounts and permissions via Active Directory.

●Document technical issues, solutions, and user interactions in the company ITSM.

●Work with the IT team to maintain and update internal knowledge base articles for recurring issues.

Deskside Analyst 03/2022 - 07/2023

Robert Wood Johnson Hospital New Brunswick NJ

●Followed approved authentication methods to verify user identities for all calls received.

●Utilized approved remote access tools to connect to user devices and performed necessary tasks as part of the troubleshooting process to resolve incidents.

●Performed software and hardware installations and uninstallations following organizational knowledge articles.

●Enhanced organizational and multitasking skills, leading to a 30% improvement in the resolution time of user initiated incidents concerns.

●Contributed to team collaboration and supported IT and business teams in improving valet operations.

Fulfillment Associate 10/2020 - 03/2022

Target, Monnmouth Junction NJ

●Assisted customers with product inquiries, troubleshooting issues, and offering solutions in a retail environment.

●Participated in usability testing and provided actionable feedback, resulting in improved end-users experience.

●Maintained an organized work environment, ensuring that inventory and products were stocked and accessible.

●Worked closely and shared knowledge with team members leading to excellent delivery of customer service.

●Developed strong communication and interpersonal skills while addressing customer concerns.

ADDITIONAL WORK EXPERIENCE

Volunteer (Staff) Date

Feed the City Participant, City, U.S.A 2023

●Made care packages and distributed about 150 meals to the less fortunate during Thanksgiving.

EDUCATION

Bachelor, Information Technology 2023 - Present

Kean University, Union, New Jersey

●Network Technology

●Intro to Tech 101

●6 week Hands on Cybersecurity Training Course

●Website Development Project

Associates Degree 2019 - 2021

Raritan Valley Community College, Somerville, NJ

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