Desktop Support Technician

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George Nana Sarpong

******.*******@***.***

PROFESSIONAL SUMMARY

• 5+ years of experience with Help

Desk/

Desktop Support Technician

• Proficient in Active Directory administration, including user account management, password resets, and distribution group operations.

• Strong experience in PCs, Macs, switches, firewalls, and numerous software and support systems.

• Utilize the Service Now ticketing system to document and triage tickets.

• Skilled in Microsoft Exchange, Windows 10, 11 Office 365, EMS, and Azure for email, collaboration, and cloud solutions.

• Responsible for deploying and upgrading

of

personal computers; utilized SCCM and Active Directory tools for imaging PCs.

PROFESSIONAL EXPERIENCE

The Hanover Insurance Group, Worcester MA April 2021 - Present Help Desk / Desktop Support Technician

• Experienced in imaging system configuration and deployment using Active Directory (AD) and ServiceNow, ensuring seamless system rollouts and asset management.

• Deployed new system builds for users, tracked assets, and closed tickets upon completion of

daily tasks. Skilled in

VMware and Virtual Desktop Infrastructure (VOi), installing designated applications for users in an AD group, and APP _SCCM tools periodically.

• Proficient in Microsoft lntune for onboarding new hire machines, updating laptop imaging, and maintaining operational efficiency.

• Ensured docking station BIOS updates for future use and leveraged lntune for asset management and system updates.

• Executed daily checking and troubleshooting

of

any malfunction that our Computer Operation System will encounter, provided fixes as necessary

• Provided face-to-face end-user desktop support

• Set up, upgraded, and supported computer workstations across Boston

• Utilize the Service Now ticketing system to document and triage tickets.

• Troubleshoot Microsoft Office 365, Exchange environments, and collaboration tools (email, calendaring) for seamless user operations.

• Remote ticket support and all necessary documentation using the task master template to check any ongoing activities and log work completed

• Performed printer work troubleshooting as well as supporting the computer system.

• Performed record maintenance and used spreadsheets to track and log results in Excel

• Leveraged Microsoft lntune for onboarding, updates, and BIOS management.

• Worked on and troubleshoot Citrix virtualization technology and software operating systems. Go2IT Group, Greater Boston area

Desktop Technician

July 2018 - January 2020

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Windows OS Migration and Mac OS X Migration

Utilize issue tracking and reporting in Service Now to collect detailed data regarding user issues, and analyze collected data to identify appropriate solutions.

Assisted in configuring Microsoft Exchange, Azure AD, and Office 365 for email/communication services during OS migrations, also assisted in the use of Microsoft Office 2013/0365 applications. Responsible

for

deploying and upgrading personal computers; utilized SCCM and Active Directory tools for imaging PCs.

Desktop Support (troubleshooting, break/fix repair) Active Directory and Open System projects

Troubleshooting Local Area Network(LAN)server and connectivity issues . Knowledge of software, hardware, configuration, and setup of

new and existing computer systems

EDUCATION

• Associate's Degree - Information Technology Systems, University of Phoenix, AZ

• High School Diploma - Building Science, Kumasi Technical Institute, Ghana, West Africa 2017

1995

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