Customer Service Technical Support

Augustus (Gus) K. Amoah

**** ********* ****. ********, ** 65201. 678-***-****. ********@*****.***

SUMMARY

Outgoing and motivated team player eager to contribute dynamic customer service, tech support, team building and organizational skills towards supporting the objectives of an organization that rewards reliability, dedication, and solid work ethics with opportunity for professional growth. PROFESSIONAL EXPERIENCE

International Business Machines (IBM) – (Columbia, MO) 5/2013 – Present Middleware Administrator

TADDM Systems Administrator (Configuration Manage/Liberian)

• System Management Integration (SMI), Tivoli Application Dependency Discovery Manager

(TADDM)

• Configuration Librarian role includes scanning client servers for discoveries and collecting data.

• Using various applications to discover endpoints in the baseline.

• Raising tickets and working with System Administrators (Unix & Windows) for troubleshooting

• Submitting Service Level Objectives reports (SLO) to Configuration Manager (CM) for observation and feedback

• ID Management Support Group.

• Charge to manage the servers from our clients’ operation systems.

• Setting and resetting passwords on Windows, Unix/Linux, AIX & zLinux servers for configuration managers and librarians

MA*LABS - Norcross, GA 3/2011 - 5/2013

IT Specialist

• Providing technical support for clients both on-site and in-house.

• Additionally, supporting east coast branches with MIS arising matters (which includes ensuring all workstations are up and running).

• Responsible for setting up workstations for all new sales representatives.

• Assemble desktop computers for companies and individual clients.

• Helped provide minor technical support for end-users to our clients. FedEx Office FedEx Corporation - Alpharetta, GA 4/2010 - 5/2013 Production Coordinator

• Duties include printing of booklets, brochures, flyers, business cards, banners, and invitations.

• Enlarge customer originals to oversize copies.

• Roll Heat laminations and pouch laminations.

• Perform foam-core mounting, heat transferring and bindings.

• Taking passport size photos of customers for official documentations such as immigration process and renewal of passports.

• Help customers perform scanning of documents and or photos and assist customers in applying and understanding basic concepts of application such as MS Word, MS Excel, MS Publisher, Adobe Professional and Adobe Photoshop (Creative Suite).

• Experienced in using commercial based printers such as Xerox color printers and Cannon Image Runners line products like the C7105s, C8105s, C7050s, C5045s, C5051s and the C5055s series.

• Knowledgeable with extensive work order (maintaining and configuration) of HP design jet Z6100.

• Supervise and train new team members on shipping packages both International and Domestic ASI Computer Technology - Duluth, GA 1/1995 - 2/2009 IT Specialist (Customer Service Supervisor)

• Played key role in re-engineering and coordinating Customer Service and Technical Support Department to improve responsiveness and customer satisfaction.

• Team Lead (Technical & Customer Support) seven of fourteen branches nationwide.

• Helped in training new technical staff in supporting both software/hardware internal/external customers.

• Assigned to initiate the use of flow-chart to improve department productivity and decrease waste.

• Helped team members to understand basic LEAN concepts for company growth.

• Solely responsible for handling the biggest clients which included "The Weather Channel, Carrollton County

• School board of GA and IKON Office Solution.

• Diagnosed and solved hardware/software connectivity issues for both server base clients and end users.

• Resolved all returned systems for improperly configured settings either by clients or misstep by the QC department.

• Taught team members how to write and secure proper technical log into the database system.

• Established, cultivated, and maintained a positive cultural relationship between branches and customer relationship.

• Provided a user-friendly channel between department and the sales team to ensure a proper communicable environment to help understand clients need and provide the necessary support.

• Optimized systems performance and utilization of spool for better workflow within branch and assisted with any hardware/software errors, storage, and hardware configuration problems.

• Flashing of BIOS, updating of firmware and BIOS using both the DOS and Windows method.

• Proactively identified and initiated a system of monthly meetings between branches and some vendor representatives using such tools as Skype where forecast, progress and goals are discussed.

• Troubleshot and handled all major complaints from clients, vendors, and sales team.

• Making sure all returns, and ensuing problems are approved personally and resolved thereafter.

• Accountable for creating job description, recruiting, and hiring, training and cross- training, conducting weekly/monthly branches meetings, performing annual performance reviews, implementing, and applying disciplinary action where applicable.

• Conducted field visitation of clients and vendors (semi-annually) with Branch Manager and Sales Manager to streamline proficiency between the two entities.

• Defined and developed centralized operational procedures and process to boost efficiency, productivity, and quality assurance.

• Trained team members to build and support both high-end and low-end servers ranging from Intel and SuperMicro. Worked proficiently with most of the leading vendors of hardware/software and peripherals in the technological industry. Motherboards Sector Asus, Intel, MSI, Gigabyte, SuperMicro, Foxconn etc. Hard Drives Sectors: Western Digital, Seagate, IBM/Hitachi, Samsung etc. Video Cards (ATI/Sapphire, EVGA and Matrox) Diagnostic and super communication skills consistently solved problems and rarely escalate issues.

• Trained new staff on how to always work under pressure and provided methods at which such scenarios can be roll-played.

EDUCATION

Florida Institute of Technology – Melbourne, FL, USA B.Sc. in Computer Information Systems (CIS), Graduated in May 2020

• Systems Analysis and Design

• Information Technology and Project Management

• Network Theory and Design

• Management Information Systems

• Database Concepts and Programming

Atlanta Technical College - Atlanta, GA, USA

Diploma in Electronics and Computer Technology, 1993

• Electronics and Computer Technology Area of study include Binary Coded Systems, Solid state and Integrated components, Digital & Analog technology, Duplexing/Multiplexing, Microprocessor Technology, Robotic Technology,

• Breadboarding and Troubleshooting, Reading, and understanding of schematic diagrams, technical writing, Networking.

• Installation and securing networks using Novell software.

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