Desktop Support Customer Service
Resume:
RALPH TARWOE C OOPER
+** ******** ● ***********@*****.*** ● Minnesota, MN
55112
Skilled in technical issue analysis and customer service, I enhanced system functionality and user satisfaction at Medtronic by streamlining software updates and maintenance. Leveraging expertise in Mac systems and desktop support, I consistently resolved complex technical challenges, significantly improving operational efficiency My proactive approach to staff education and network diagnostics showcases me commitment to business development and technical excellence. E X P E R IE N C E
Work History:
Connections/Fragre Drinker-09/30/24-03/31/2025. PC Installation and Deployment Technician
• Installation & Deployment
• Unbox, assemble, and install desktop/laptop computers, monitors, printers, and other peripheral devices.
• Deploy operating systems and standard software images using tools like SCCM, MDT, or similar.
• Configure user accounts, profiles, and system settings as required.
• Perform data migrations and ensure users' files and applications are transferred accurately.
• Support & Troubleshooting
• Test deployed systems for proper functionality and resolve hardware/software issues.
• Provide first-level support to end-users during or after installation.
• Ensure devices are connected to the network and domain correctly.
• Maintain asset tracking and update inventory systems upon deployment.
• Documentation & Reporting
• Document installation procedures, device configurations, and user setup information.
• Maintain accurate records of hardware deployments and returns.
• Report progress, issues, and completion of tasks to supervisors or project managers.
• Customer Service & Communication
• Communicate effectively with end-users to schedule deployments and explain basic functionality.
• Educate users on login procedures, system access, and supported software.
• Deliver friendly, professional service and maintain positive user experiences. IT Associates/Ensono- Contract 06/03/2024 – 09/28/2024- Desktop Support
● Provide hardware support for all desktops, laptops, and connected peripherals.
● Provide Level 1 & 2 IT support for hardware, software, and network-related issues.
● Create, manage, and maintain user accounts and groups in Active Directory.
● Utilize Cherwell Service Management to log, track, and resolve service requests and incidents.
● Deploy and manage software packages and updates via SCCM and Microsoft Intune.
● Owning level 1 & 2 application support on desktop and laptop remotely.
● Support phones and network devices both IPV6/IPV4 at levels 1, 2, and VIPs from switch ports to desk physical phones.
● Engineering solutions such as image creation and distribution.
● Review Technical business systems assignments and challenges for evaluations with selective low-risk deliverables.
● Provide end-to-end with onboarding users remote and onsite (physical).
● Remote support for VIP’s/VVIP/s user as well as end users.
● AV conferencing room systems setup and troubleshooting.
● Weekly inventory of IT equipment stock
Medtronic/WIPRO/ESP – DESKTOP SUPPORT ENGINEER 01/01/2024- 05/01/2024
● Provide technical support and troubleshooting assistance to end-users regarding desktop hardware, software, peripherals, and network connectivity.
● Install, configure, and maintain desktop operating systems, applications, and software updates.
● Diagnose and resolve technical issues related to desktops, laptops, printers, and other peripherals.
● Set up and configure new desktops, laptops, and mobile devices for users.
● Support and troubleshoot issues related to Microsoft 365 applications, including Outlook, Teams, OneDrive, and SharePoint.
● Perform desktop and laptop imaging for new hires and system replacements.
● Assist with mobile device management through Microsoft Intune.
● Configure, maintain, and troubleshoot desktop hardware, printers, and peripheral devices.
● Provide Tier 1 and Tier 2 support for end-user technical issues related to hardware, software, and network connectivity.
● Manage user accounts, groups, and permissions using Active Directory.
● Utilize Cherwell Service Management platform for logging, tracking, and resolving support tickets in accordance with SLAs.
● Deploy and manage software, updates, and system configurations using Microsoft SCCM (System Center Configuration Manager).
● Support mobile device management, app deployment, and policy enforcement using Microsoft Intune.
● Troubleshoot and provide support for Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, etc.
● Escalate unresolved issues to appropriate teams and follow up to ensure resolution.
● Maintain accurate documentation of support activities and technical procedures.
● Provide remote and on-site technical support as required.
● Respond to service tickets and requests in a timely manner, ensuring that technical issues are resolved promptly.
● Collaborate with other IT teams to escalate and resolve complex technical issues.
● Document support activities, solutions, and procedures for future reference.
● Provide user training and guidance on using desktop hardware and software effectively.
● Maintain inventory records of desktop equipment, software licenses, and peripherals.
● Ensure compliance with security policies and procedures, including data protection and access control measures. Technical Support Representative, Peak Systems/Mphasis/AllSpring Global Investment Inc., Minneapolis 09/11/2022- 12/31/2023
●
Resolved malfunctions with systems and programs through troubleshooting
●
Developed flow charts and diagrams to describe and lay out logical operational steps monthly
● Investigated and addressed system issues to enhance usability and improve functionality for clients/users
●
Participated in internal audits regarding quality management system meetings
●
Provided tier 2 support to users/engineers/brokers for escalated technical issues as well as floor support to ensure company expectations were met with a dynamic tracking application
● Open trouble tickets using ticketing to guidelines document actions steps and resolutions including follow- up, respond to tickets in accordance with SLA guidelines
●
Imaging remotely and on-site as per require for ticket within ServiceNow and Working the life cycle of a help desk incident
● Troubleshooting Mac OS, gadgets Imaging, adding/activating new OS on the domain/Microsoft reset for old and new users
●
Prepare loaners for users during a technical fix on their device
●
Respond in a timely manner to requests and issues from VIP/VVIP users
● Test new technology and create documentation for staff for training purposes
●
Repair and replace equipment/parts or contact vendors as needed
●
Provide onsite and remote support to end users with office 365, Microsoft Teams, outlook, and provided application required for work
● Finding solutions from previous cases using the Knowledge Base
●
Assist in AV conference rooms setup as needed for meetings
● (
Polycom, Team, Cisco Webex)
● Set up onboarding workstations for new users and assist through the process (deploying equipment, checking over account setups which is done through auto pilot and checklist). Tier 3 Desktop Engineer Medtronic, Mound View 06/15/2021- 08/28/23
●
Developed schedule for software maintenance and updates Served as primary interaction point for international users, employing fluency in verbal/written to communicate effectively
●
Created standardized protocols for documenting processes and technical tasks, enabling consistently repeatable results
● Reviewed and recorded hardware inventories by documenting serial numbers and other specifics for accurate tracking
●
Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction
●
Configured and installed computer systems for other sub-organizations
● Provided authorized users with technical support and advice regarding proper use and functionality of equipment
●
Maintained inventory of installed desktop hardware and software components to keep records accurate and updated
●
Troubleshot potential problems and eliminated before issues escalated or cascaded
● Leveraged ticket tracking system to prioritize, track and document problem resolutions and notify customers of issue status
●
Documented and updated known fixes in knowledge base for future reference
●
Delivered technical sales presentations to prospects and presented benefits and value of products
● Configured hardware, devices and software to set up workstations for employees
●
Identified scope of problem and provided operational and technical assistance to remedy
●
Assessed system hardware and software and suggested modifications to reduce lag time and improve overall speed
● Provided continued maintenance and development of bug fixes and patch sets for existing web applications
●
Monitored systems in operation and input commands to troubleshoot areas
●
Patched software and installed new versions to eliminate security problems and protect data
●
Performed encryption, firewalls and patch management to implement and maintain system security
●
Monitored network performance and provided network performance statistical reports for both real-time and historical measurements
● Removed malware, ransomware and other threats from laptops and desktop systems. Information Technology Network Support Specialist Strategic Systems Inc/ Wells Fargo, Minneapolis 09/21/2020- 04/03/2021
●
Assisted customers in identifying issues and explained solutions to restore service and functionality
●
Resolved diverse range of technical issues across multiple systems and applications for customers and end- users across various time zones
● Used ticketing systems to manage and process support actions and requests
●
Monitoring server capacity and performance to keep up with demand in online traffic
●
Configure wide area network (WAN) or local area network (LAN) routers or related equipment
● Install network software, including security or firewall software
●
Collaborated with supervisors to escalate and address customer inquiries or technical issues
●
Provided Tier 1 IT support to non-technical internal users through desk side support services
● Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and Pc
●
Submitted service tickets for equipment maintenance requests
●
Activated accounts for clients interested in new services
● Maintained familiarity with API and authentication mechanisms for supported products Integrated Salesforce CRM and other customer relationship management software into support operations
●
Provided replacement files to customers missing data, media files, and software components. Information Systems Manager World Bank Group/ Ministry of Public Works, Monrovia 10/06/2013-11/20/2019
● Led development of internal education curricula for new employees, designing instructional programs to rapidly onboard information systems users
●
Prepared and maintained regular system assessment and evaluation documents, informing Information Security Analyst (ISA) of any discovered faults or discrepancies in operations
●
Collaborated with key personnel to verify data integrity and compliance with related regulatory guidelines and legal requirements
● Applied cybersecurity best practices to information system standards, directives and guidance for personnel, monitoring compliance across organization
●
Worked closely with management teams to plan, develop, coordinate, and execute technical strategies aligned to client's vision, mission and purpose
●
Identified computer hardware and network system issues, performing troubleshooting techniques for remediation
● Coordinated with management teams to plan, develop, align and execute strategies that would meet client's vision, mission and purpose
●
Facilitated best user experience through continuous support, training classes, webinars, improvements, and communication of system changes
●
Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
● Analyze architecture design, scoping, implementation, testing and deployment needs to define project requirements.
E D U C AT IO N
Completed coursework towards Bachelor of Science in Computer Information Systems Post University
Completed coursework towards CHFI, South A f r i c a, Cape Town MasterGrade TI Institution Completed coursework towards Certificate: Project Management Essential Management And Strategy Institute
Completed coursework towards IoT/GSMA Certification United Kingdom Telecommunications Academy
Completed coursework towards WAEC and Certificate Tema Royal Junior Secondary School Completed coursework towards WAEC and Certificate
Deks Senior Secondary High School
S K IL L S
Technical issues analysis Software diagnosis Mac systems Desktop support Data recovery TCP/IP LAN/WAN, Network diagnostics
Cable Management/Networking, Wide-area Networks, Windows 11/10 Microsoft Admin Management Issue troubleshooting User credential management, Intune. Account management Business Development Ticket support system management Customer service expert Technical Support and Application support Staff education and training
C E R T IF IC AT IO N S
Technology/GSMA IoT MasterGrade IT Institute Hurricane Electric, IPv6 Certification CISA, CISM, CISSP, CompTIA +and CEHv9 Digital Body Language-LinkedIn Interpersonal Communication LinkedIn
Contact this candidate