Desktop Support Customer Service

Kwame Kusi

Columbus, Ohio 614-***-**** ***********@******.***

OBJECTIVE

Seasoned technology professional with more than six (7) years of IT experience in network troubleshooting, software troubleshooting, desktop support, asset inventory, and network/systems administration. Proven ability to learn, utilize in-house databases and systems to maintain strategic vision of the organization and link it with everyday work. Able to perform multiple duties in technical support, project or program management, and functional leadership. Consumer and family financial services major, with a well-developed skillset in customer service. Able to learn unfamiliar materials and techniques quickly, exhibit great attention to detail, execute under aggressive deadlines, and adapt quickly to changing circumstances and systems to maintain strategic vision of the organization and link it with everyday work.

Key Skills

Network and Desktop support

Systems Administration

Software Troubleshooting

Advanced Problem Solving

Exceptional written and oral communication skills

Proven analytical and problem-solving abilities

Experience working in a team-oriented, collaborative environment

Windows Servers (updates, troubleshoot, remote job scheduling, and remote commands)

Technical Expertise

Expert in Microsoft Office (Word, Excel, and PowerPoint)

Customer service

Service Now

Oracle VM

Zendesk

Adobe Forms

Meraki

Active Directory

CrowdStrike

Iron scales

Dark trace

Fresh Works

Microsoft Intune

Jira

DETAILED WORK EXPERIENCE

MSP Sr. IT Consultant

Keep It Simple (KISS LLC)

Columbus, OH. 10/2024 – Present

Provide remote and on-site technical support to clients.

Diagnosing and resolving hardware, software, and network issues.

Respond to and manage help desk tickets efficiently.

Monitors and analyzes endpoint activities (laptops, servers) for suspicious behavior using CrowdStrike.

Analyzes email behavior to identify suspicious patterns and review incidents to quarantine phishing, malware and spam before it reaches users using ironscales.

Manage Active Directory, Microsoft Entra ID, and Group Policies.

Implement and manage endpoint protection and cybersecurity measures.

Provide IT consulting and roadmaps for technology upgrades.

Monitors on-premises and hybrid environments for security threats using Darktrace

APPLICATION SUPPORT

Respond to user-reported issues (bugs, performance issues, crashes).

Identify and resolve latency, downtime, and resource consumption issues.

Reach out to Vendors to troubleshoot applications based on the issue (i.e outages)

Ensure application compatibility with OS, browser, or infrastructure updates.

VENDOR SUPPORT

Establish and maintain strong relationships with vendors.

Act as the main point of contact between the company and external suppliers.

Maintain records of vendor contracts, support tickets, and communications. (i.e Knowledge base)

Led the end-to-end vendor onboarding process, ensuring compliance with company policies and regulatory requirements

Helped coordinate the integration of Freshworks ticket system within Go mortgage platform and trained users on how to access.

IT Support Specialist

Surge/ Columbus, OH. 10/2022 – 10/2024

Streamline the onboarding and offboarding processes for new employees, ensuring a smooth transition and compliance with company policies.

Act as the first point of contact for end-users, efficiently resolving technical issues and providing exceptional customer service.

Manage all aspects of the Office 365 suite, including user account setup, email configuration, and collaboration tools.

Security Enhancement Initiative

Spearheaded security measures, deploying Microsoft Defender and ESET for cybersecurity enhancement/ This includes setting up device policies and security updates and protects against Malware, ransomware and viruses

Conducted 5+ training sessions to create awareness on the different types of phishing attacks.

Mobile Device Management (Meraki)

Ensures that all devices meet minimum security standards, such as strong passcodes and device encryption.

Distributes user profiles, Wi-Fi configurations, and corporate applications to devices according to roles or departments

Spearheaded the upgrades of over 300 phones from iPhone 11 to iPhone 12 or higher

Educated User on the usage and answered any general questions

Controls which apps can or cannot be installed on devices.

VENDOR SUPPORT

Monitored and analyzed vendor-provided patches, updates, and security fixes, ensuring compliance with IT policies.

Acted as the primary point of contact for vendor escalations, facilitating effective communication between internal teams and external providers.

Managed relationships with third-party vendors, ensuring timely issue resolution and SLA compliance.

Provided training and guidance to internal teams on vendor processes, tools, and best practices.

Assisted in contract renewals and negotiations, ensuring cost-effectiveness and service efficiency.

Workplace Support

Morgan Stanley/ Columbus, OH. 07/2017 – 10/2022

Provides Tier 1, Tier 2, and System Administration support to personnel on-site and remote by responding to trouble tickets and tracking Service Level Agreements (SLAs).

Answer internal incoming calls from financial advisors/workers and troubleshoot various software related issues.

Provides technical support for various applications such as Thomson One, 3D, Excel, and Connect.

Assist internal employees place request to access various software applications.

Monitor trending queue as an outage agent to help notify management about trends relating to software issues.

Run daily reports (ready for business) for the service desk.

Listen in on a proactive bridge to notify our technical team about any trends on issues arising in the firm.

VENDOR SUPPORT

Worked closely with finance and procurement teams to evaluate vendor effectiveness and budget alignment.

Implemented a vendor escalation matrix, improving issue resolution times

Logged and tracked vendor support tickets using ServiceNow to ensure timely responses and resolutions.

Streamlined the vendor approval workflow, reducing onboarding time and improving efficiency.

Handled vendor escalations, coordinating between internal teams and external providers to resolve issues quickly.

Network Support /CSR

Dish Network/ Columbus, OH. 06/2012 – 11/2017

Provided technical support for end-users in a variety of areas including Dish Net network support, AV & VTC troubleshooting, cable tv service, dish equipment, and systems administration.

Troubleshoot system user issues.

Consulted with support teams, help desks, customers, and other technical staff in the resolution of problems.

Coordinated and performed operation and maintenance activities for networks/servers.

Identified recurring problems and recommended steps to reduce the frequency of problems.

Monitored all incoming channels of support requests including tickets, email, and telephone calls.

Handled more than 60 calls per day relating to various technical issues.

Wrote technical documentation for policies, procedures, and general operations.

Worked with the technology team to innovate and contribute to overall strategy of understanding and representing user needs.

Performed installations, upgrades, and troubleshooting for 70+ users and 120 windows servers.

Access and resolved tickets through ServiceNow portal.

EDUCATION/CERTIFICATION/CLEARANCE

Ohio State University, Columbus, OH

Bachelor of Science

Bachelors in Consumer and Family Financial Services, May 2019

CompTIA Security+ CE

REFERENCES

Available upon request

Contact this candidate