It Support Technical
Resume:
PROFESSIONAL SUMMARY
IT Support Specialist with * years of experience in technical support, customer service, and community tech education. Skilled in troubleshooting, user account management, and supporting tools like ServiceNow, Jira, and Google Workspace. Experienced in delivering digital literacy programs and assisting users with platforms like Moodle and basic Linux systems. Known for clear communication, problem-solving, and a strong commitment to tech-driven impact. Certifications
Completed hands-on training in cybersecurity fundamentals with a focus on IT support. Gained practical skills in endpoint security, incident response, access control, phishing prevention, network protection, and basic use of security tools like Wireshark and Linux CLI. Developed understanding of security frameworks, risk management, and user support in secure environments.
Experienced in user support and troubleshooting, including password resets, account unlocks, and MFA setup; conducting security awareness training on phishing and malware recognition; identifying, documenting, and escalating incidents; performing basic network troubleshooting with TCP/IP, DNS, and DHCP; managing endpoint protection through antivirus installation and updates; and assisting with patching and updating systems and software. Professional Experience
BLACK KIDS CODE IT DESK COORDINATOR
AUGUST 2023 – APRIL 2025
UBA BANK IT DESK SUPPORT
MAY 2022 – APRIL 2024
Afua Ohenewaa Amankwaah
(302)-(563)-9672 • New Jersey, Woodbury • *****************@*****.*** • linkedin.com/in/ohenewaa-amankwaah-b493bb190
• Google cybersecurity certificate, November 2025
• CompTIA Cybersecurity
Logged, tracked, and escalated IT incidents using ServiceNow and Jira, consistently maintaining a ticket resolution rate above SLA targets and improving team response time.
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Provided technical support to students accessing online learning platforms (e.g., Moodle) to ensure smooth onboarding and course access.
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Managed user accounts: created, updated, and reset passwords for students to ensure uninterrupted access to systems.
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Monitored and tested the learning platform and organizational website to identify and report bugs or glitches to the development team.
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• Coordinated with instructors and admin staff to ensure system-related issues were resolved before live sessions . Documented common technical issues and contributed to a basic support knowledge base for volunteers and team leads.
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Used internal tools and communication platforms (e.g., Slack, Zoom, Google Workspace, Microsoft teams) to troubleshoot and resolve student inquiries in real time.
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Ensured all student profiles were active and properly configured prior to sessions, reducing login issues and downtime.
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Managed user account provisioning : created, modified, and disabled accounts in Active Directory and banking systems based on employee role changes.
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• Supported core banking applications and ensured staff had secure access to required internal platforms. LYNBROOK TECHNOLOGY IT DESK SUPPORT
MAY 2020 – SEPTEMBER 2021
Key Skills
Volunteering
Humanity Pathways Global, Stem Initiative Coordinator Detriot, Michigan September 2024 – May 2025
Responded to and resolved tickets using [insert tool if used – e.g., ServiceNow, Jira], ensuring issues were documented and resolved within SLA timelines.
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Diagnosed and troubleshot printer, scanner, email, workstation connectivity issues in branches and administrative offices.
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• Assisted with routine system maintenance,updates, and patches across staff computers and internal devices. Escalated complex issues to Tier 2/3 teams and followed up to ensure timely resolution and communication with end users.
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Maintained records of technical issues and performed basic reporting on incident trends to improve support processes.
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Ensured compliance with bank IT security policies, particularly around password reset, user access controls, and device usage .
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Delivered technical support and customer service to clients renting warehouse space, assisting with account setup, access issues, and online booking system troubleshooting.
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Responded to phone, email, and in-person inquiries regarding system login problems, payment issue, and unit avaliability tracking .
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Monitored and maintained client management platforms (e.g., CRM, access control systems), ensuring data accuracy and uptime.
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Assisted customers with navigating the online rental portal, updating account details, and making reservations or payments.
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Logged and tracked customer service requests and IT issues using internal ticketing systems, escalating unresolved problems to the technical team.
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Performed basic troubleshooting of barcode scanners POS terminals, and office hardware used in daily warehouse operations.
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• Helped manage security and access credentials for customers and staff entering secure warehouse areas.
• Provided clear, friendly, and prompt support, contributing to high customer satisfaction and smooth operational flow. Operating Systems: Linux (CentOS,
Redhat), Windows OS support
• IT Support Tools: Jira, ServiceNow,
Zoom, Google Workspace, Microsoft
Teams
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Ticketing & Issue Tracking: Logging,
prioritizing, and resolving technical
support tickets
• Remote Access & Tools: Basic SSH,
screen sharing, and remote
troubleshooting
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Web Platforms: Moodle, basic website
issue reporting
• Hardware Support: Projectors, AV setup,
scanners, monitors, printers
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Excellent problem-solving and
troubleshooting
• Security Awareness: Account security,
access control, basic endpoint hygiene
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• Strong verbal and written communication Adaptable in fast-paced or tech-evolving environments
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Designed a community -based STEM education proposal aimed at improving digital and tech literacy among underserved youth in Ghana.
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Collaborated with NGO leadership to align project goals with community needs, using research-driven insights and stakeholder feedback.
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Conducted in-depth analysis of education and technology policy, and contributed to the development of grant application materials and impact reporting frameworks.
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United way, IT Program Assistant Ontario, Canada February 2023 – July 2024
Leadership & Experience
Leadership Roles university of Windsor
September 2021 – November 2024
Education
Bachelor of Arts, of Political Science University Of Windsor Onatrio, Canada September 2020 – October 2024
Drafted scalable program outlines covering introductory coding, internet safety, and basic computer skills, tailored for a low-resource learning environment.
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Supported planning for local implementation, including logistics, volunteer coordination, and curriculum development.
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Assisted students with digital learning tools, including navigating online educational platforms, submitting assignments, and using school-issued devices.
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Provided basic technical support for laptops, tablets, and classroom equipment, helping students troubleshoot login and connectivity issues.
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Helped coordinate virtual learning sessions, including setting up Zoom calls, managing shared documents, and supporting hybrid classroom tech.
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Supported digital literacy by teaching students how to use productivity software (e.g., Google Docs, Slides, and educational apps) for assignments and projects.
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• Monitored and guided student progress through online activities, reinforcing safe and responsible technology use. Collaborated with program coordinators to track student tech needs and ensure equitable access to digital resources.
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• VP, Student - Led teams and organized events, improving communication and collaboration.
• Resident Assistant, University of Windsor - Managed resident support, conflict resolution, and safety protocols.
• Coordinator, Model United Nations - Planned complex events and facilitated participant engagement.
• Family fuse - Coordinated community outreach and volunteer activities. Assisted professors and classmates with classroom techninology setup, including projectors, hybrid learning tools, and troubleshooting AV equipment.
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Frequently acted as the technical point of conrtact . during group presentations and seminars, handling file compatibility, display configuration, and basic system support.
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Supported peers with online research tools, formatting documents, and navigating collaborative platforms like Google Workspace and Microsoft Teams.
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Developed strong organizational and communication skills through academic writing, presentations, and policy analysis.
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