Data Entry Technical Support

Emmanuel Otito Amattah

***************@*****.*** 510-***-**** linkedin.com/in/amattah Berkely, CA

KEY SKILLS

Administrative & Office Support: Administered records, structured document filing, maintained central file operations, delivered customer service, executed data entry tasks, and utilized Microsoft Word, Excel, and Outlook to streamline processes.

Organizational Excellence: Demonstrated attention to detail, prioritized time management, safeguarded confidential files, cross-referenced data sets, prepared audits, enforced compliance protocols, and adapted to shifting workloads with reliability.

Communication & Teamwork: Fostered professional interpersonal relations, resolved conflicts, authored clear written communication, collaborated within teams, initiated tasks independently, remained composed under pressure, and cultivated strong rapport with supervisors and peers.

IT & Technical Support: Resolved PC & Mac issues, administered Google Workspace, managed Active Directory, configured Intune, operated ServiceNow, deployed endpoints, facilitated remote assistance, troubleshot Windows/macOS, repaired basic hardware, and supported peripheral setups.

Deskside & Customer Support: Advised non-technical users, resolved email and Wi-Fi challenges, retrieved misplaced files, conveyed solutions in clear language, and upheld high emotional intelligence to ensure user confidence.

Office 365 Technologies: Configured Outlook, OneDrive, SharePoint, and Microsoft Teams; managed user roles and permissions; implemented best practices for O365 administration.

Networking & Connectivity: Diagnosed Wi-Fi and VPN issues, supported Cisco networking infrastructure, and enabled seamless connectivity across user environments.

Documentation & SOPs: Authored user guides, drafted procedural documentation, illustrated solutions for technical tasks, and maintained internal knowledgebases.

IT Asset Management: Tracked device inventory, compiled configuration data, monitored asset lifecycles, and reported updates.

Security & Compliance: Conducted HIPAA, PCI DSS, and GDPR audits; heightened data awareness; monitored file integrity; and supported risk reduction strategies.

Ticketing Systems: Monitored tickets via ServiceNow, resolved user incidents, documented actions, and escalated unresolved issues.

Remote Tools: Supported users with TeamViewer, and Microsoft Quick Assist to troubleshoot off-site or hybrid needs.

Analytical & Reporting: Interpreted data, assessed user reports, formulated action plans, and generated performance insights.

Department of Industrial Relations (DIR) — Oakland, California

Information System Support August. 2025 – Present.

Provide first-line IT support by answering incoming Help Desk calls and logging incidents in ServiceNow for statewide DIR offices.

Assist IT support staff in configuring workstations, installing software, connecting devices to networks, and deploying imaged computers.

Add computers to Active Directory (AD), update inventory tracking in ServiceNow, and ensure proper workstation setup for users.

Support IT asset intake by validating orders, coordinating with vendors, and facilitating asset release processes.

Perform physical and digital IT asset inventories and generate reports in compliance with IT Asset Management (ITAM) requirements.

Monitor and triage ServiceNow tickets, ensuring accurate assignment to appropriate support teams.

Assist with equipment relocation, network cable patching, and various hands-on technical support tasks.

Perform asset tagging and update ServiceNow records to ensure compliance with ITAM policies and procedures.

Emmanuel Otito Amattah

***************@*****.*** 510-***-**** linkedin.com/in/amattah Berkely, CA

Department of Toxic Substances Control (DTSC) — Berkeley, California

Information Technology Specialist Feb. 2025 – June 2025

• Provide front-line IT support via ServiceNow, phone, and in-person, resolving hardware and software issues for desktops, laptops, tablets, VoIP devices, and printers across multiple California state departments.

• Deploy imaged devices, join systems to Active Directory, configure user profiles, and update asset records in compliance with Information Technology Asset Management (ITAM) policies and the State Administrative Manual (SAM).

• Install and maintain enterprise software including Microsoft Office, Adobe, Java, antivirus, and other CPUC- or EDD-authorized applications; ensure system integrity through SCCM patching and endpoint security protocols.

• Administer Microsoft Intune and Apple Business Manager for Mobile Device Management (MDM); configure Autopilot deployments, enforce ISO policies, and monitor device compliance across the enterprise.

• Support remote work technologies including VPN, VDI, Microsoft 365 (Teams, Outlook, SharePoint, OneDrive), and virtual conferencing solutions; provide user training and live support for hybrid environments.

• Monitor ticket queues and assign incidents to appropriate teams; troubleshoot network cables, relocate IT equipment, and respond to audiovisual (AV) setup requests for public meetings and internal presentations.

• Assist with procurement validation, intake, tagging, and inventory of IT assets; conduct digital and physical audits, and maintain detailed records in ServiceNow.

• Collaborate across teams on software packaging and deployment automation; contribute to enterprise application security by identifying misconfigurations, drafting technical documentation, and performing routine health checks.

• Participate in process improvement, knowledgebase development, and documentation of SOPs, software workflows, and technical troubleshooting steps.

• Support compliance and confidentiality efforts tied to EDD’s sensitive data environment by upholding endpoint hardening, software access control, and secure configuration practices.

Cyvergence.AI Inc. — Remote, Virginia

Cybersecurity Analyst Intern Mar 2023 – Aug 2023

• Conducted risk assessments using NIST and ISO 27001 frameworks, contributing to risk scoring and remediation planning.

• Supported vulnerability management and application security analysis using AppSec tools to report and triage findings.

• Performed control testing and documented results to support audit readiness and compliance tracking.

• Created and maintained governance documents, including policies, standard operating procedures (SOPs), control matrices, and incident response plans.

• Assisted with internal and external audits by preparing evidence, coordinating schedules, and tracking audit findings.

• Helped monitor compliance metrics and contributed to dashboards using Excel, Power BI, and ServiceNow GRC.

• Participated in third-party vendor risk reviews, evaluating SOC 2, ISO 27001, HIPAA, and GDPR certifications.

• Supported compliance efforts aligned with HIPAA, PCI DSS, SOX, and GDPR through gap assessments and documentation updates.

• Collaborated cross-functionally with IT, HR, and Legal to align security and risk initiatives with organizational goals.

Emmanuel Otito Amattah

***************@*****.*** 510-***-**** linkedin.com/in/amattah Berkely, CA

• Gained hands-on experience with ServiceNow GRC, RSA Archer, and OneTrust for risk and compliance workflows.

• Produced risk summaries and reports to inform leadership security and compliance decisions.

• Delivered support for security awareness training and employee compliance education tracking.

• Contributed to business continuity documentation and technical recovery planning in coordination with the ISO.

Barcode-Infinite Media — Nsukka, Nigeria

Desktop Support Specialist Jan 2017 – Aug 2022

• Delivered Tier 1–3 technical support to 200+ users in hybrid environments, resolving complex issues across Windows/macOS, network systems, and enterprise applications.

• Performed advanced diagnostics, system imaging, and escalation handling in alignment with ITIL best practices to reduce downtime and enhance support efficiency.

• Managed Microsoft 365 services including Outlook, Teams, SharePoint, OneDrive, and Azure AD provisioning and access control.

• Supported hardware/software installations, Group Policy configurations, BitLocker encryption, and endpoint protection standards.

• Administered Intune, ServiceNow, and Active Directory for endpoint management, remote troubleshooting, and service request fulfillment.

• Executed profile migration, VoIP/printer troubleshooting, and OS/application repair to ensure operational continuity.

• Conducted PowerShell scripting for process automation and Tier 3 root cause analysis; escalated complex issues to engineering and external vendors.

• Contributed to network configuration, routing/switching, IP addressing, DNS/DHCP setup, and Cisco WLAN troubleshooting.

• Knowledge of RFID, smart-card, or biometric authentication methods.

• Exposure to virtualization (Citrix, VMware, AVD)

• Scripting experience in PowerShell

• Developed and maintained detailed technical documentation, SOPs, and user guides to standardize knowledge transfer and support workflows.

• Participated in infrastructure deployments, integration testing, and new hire onboarding while collaborating across teams for optimized rollout.

• Ensured adherence to HIPAA, PCI DSS, and GDPR by supporting periodic audits, access controls, and compliance-driven IT practices.

• Demonstrated foundational experience with AWS and Azure cloud services, hybrid infrastructure environments, and both Agile and Waterfall project methodologies.

• Familiar with Unix/Linux systems, shell scripting, Python automation, and system log interpretation for diagnostics and reporting.

EDUCATION

Western Governors University – Salt Lake

Bachelor of Science in Information Technology (2025)

University of Nigeria – Enugu

Master of Arts in Morality and Society (2023)

TRAINING

• DTSC Information Privacy and Security Training – Spring V24 (Feb 24, 2025)

• Civil Rights & Language Access Training (Feb 24, 2025)

• DTSC Information Security Role-Based Training – Spring V24 (Feb 25, 2025)

Emmanuel Otito Amattah

***************@*****.*** 510-***-**** linkedin.com/in/amattah Pleasanton, CA

• DTSC Information Security Training – Fall VF24 (Feb 26, 2025)

• DTSC Information Privacy and Security Training – Spring V25 (Apr 22, 2025)

• DTSC Information Security Role-Based Training – Spring V25 (Apr 22, 2025)

• CISCO ISETD Lab Training (May 22, 2025)

• DIR CYBER SECURITY TRAINING (August 11, 2025)

CERTIFICATIONS

ITIL 4 Foundation (2024)

CompTIA Security+ (2025)

CompTIA Network+ (2025)

CompTIA A+ (2025)

CompTIA CIOS (2025)

CompTIA CSIS (2025)

Linux Essentials (2024)

ISC2 Certified in Cybersecurity (2024)

AWS Cloud Practitioner (2022)

Microsoft Azure Fundamentals (2022)

References and additional credentials available upon request.

Contact this candidate