Technical Support It

GRACE APPIAH BEHOME

***********@*******.*** (***) 657 - 2321 Mechanicsville, VA

SUMMARY

Seasoned IT professional with 7 years of progressive experience in IT technical support, security analysis, and risk management. Skilled in implementing upgrades, crafting recommendations for system enhancements, and maintaining network integrity. Seeking to leverage expertise as an IT Technical Support Engineer, with a proven track record in optimizing performance and ensuring seamless operations.. WORK EXPERIENCE

IT Management Intern Jul 2024 - Present

Arizona State University – EdPlus

• Assisted in overseeing technology projects by coordinating between cross-functional teams, tracking progress, and ensuring alignment with ASU

- Edplus's strategic objectives to support educational innovation and online learning initiatives.

• Collaborated in the debugging and enhancement of the Baobab mobile application by writing effective Kotlin code.

• Utilized Android Studio to address and resolve feature-related issues, ensuring improved app performance and user experience. Web Applications Developer Aug 2022 - May 2024

Arizona State University – EdPlus Innovations and Emerging Initiatives

• Develop and design modules for an online applications platform, focusing on optimization of program application interactions and follow-up processes using Salesforce Development tools.

• Test backend functionalities to ensure smooth operation and user satisfaction.

• Provide initial response to support issues and user emails, ensuring technical support team engagement within a 24-hour timeframe. IT Manager Apr 2019 - Aug 2022

Pentecost Hospital – Madina Estate

• Managed IT budgets to ensure cost-effectiveness and maintained oversight of all IT functions using financial tracking tools.

• Enhanced IT performance and standards, leading to a 20% increase in technology adoption across departments through effective coordination and integration of feedback.

• Implemented a time scheduling and staff login system which halved staff lateness, as evidenced by statistical data, and conducted stakeholder meetings to optimize IT resource allocation.

• Conducted thorough network and software testing to ensure consistent system integrity and managed the setup and maintenance of IT equipment.

• Developed and implemented a streamlined inventory management system for accurate tracking of hardware resources.

• Oversaw IT operations, including the implementation of Hospital Management System modules, staff training, and updates on technology advancements, achieving a 10% increase in operational efficiency. Client Services and Hardware Support Personnel Jun 2015 - April 2019 Volta River Authority – Head Office

• Configured and integrated network devices including printers, routers, and access points, ensuring robust network connectivity across departments.

• Delivered comprehensive support for new user onboarding by setting up Microsoft accounts, preparing necessary IT equipment, managing software and operating system updates, and troubleshooting hardware issues to enhance system performance.

• Authored and maintained meticulous documentation of IT support activities, contributing to improved transparency and accountability through weekly reporting after working on tickets through Service Now and effective use of client management systems.

• Delivered comprehensive IT support to a diverse staff including IT security and hardware device operation training ensuring seamless hardware functionality and system operation.

• Supported meetings by setting up TV’s, Polycom and other audio/video conferencing hardware.

• Managed and supported setup of Windows PC and MAC iOS devices as well as other handheld devices.

• Worked with asset management team to wipe out old devices and retire them appropriately. EDUCATION

Arizona State University

Master of Science in Information Technology GPA: 4.0/4.0 Relevant Coursework: Introducing AI into Cybersecurity, Network Forensics, and Human Factors in Cybersecurity University of Ghana – Legon

Bachelor of Science in Information Technology GPA: 3.32/4.0 SKILLS

Kotlin • Python • Java • PHP • HTML • CSS • SQL • Apex • JIRA Board Usage • ServiceNow • Microsoft OS • MacOS • Active Directory • Windows Server • Scrum • Microsoft Office Suite • MS Project • SharePoint • MS O365 • Microsoft Azure Studio • OWASP Test Guide • GDPR • ITIL • COBIT• ISO 27001 • NIST 800-53 • IT Infrastructure Management • Adobe Photoshop • IT Client Support • DBMS Management • Threat Intelligence Tools • Linux • GitHub • Azure Information Protection • Onetrust for Unified Risk Assessment • MATLAB • Slack • Teamwork • Communication • Problem Solving • Attention to Detail • Risk Assessment • Vendor Management • Project Planning • Budget Management • Stakeholder Collaboration • Resource Planning ACADEMIC PROJECTS

Data Breach Response Policy Development Spring 2023 Developing Security Policies Course - Arizona State University

• Developed a comprehensive Data Breach Response Policy using NIST Cybersecurity Framework and ISO/IEC 27001, ensuring legal compliance and stakeholder confidence, and reducing data breach impact across organizational systems

• Implemented OCTAVE and FAIR methodologies to assess risks and quantify impacts in developing a strategic Data Breach Response Policy, enhancing organizational resilience and proactive incident management capabilities

• Presented an exemplary IT Security Policy to a 50-person class, demonstrating strong leadership, communication, and presentation skills as the project lead (Microsoft Office Suite)

The James Bond Algorithm Password Generator Fall 2022 Advanced Information Systems Security Course – Arizona State University

• Designed and implemented a secure and scalable cloud network infrastructure for eX-Ray, LLC using AWS, enhancing data security and regulatory compliance while optimizing operational efficiency

• Mitigated cybersecurity risks and ensured HIPAA compliance through rigorous security measures and AWS services, resulting in a resilient cloud architecture tailored to healthcare industry needs CERTIFICATIONS

CompTIA Security+ CE • Introduction to Artificial Intelligence • PSM 1 (In progress) • How Google does Machine Learning • Launching into Machine Learning

• Application Security Specialist with IBM Security AppScan

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