IT Support Specialist with IT & Security Training

Isaac Frimpong

934-***-**** # *****************@*****.*** ï linkedin.com/in/isaac-frimpong * New York, NY Education

Lehman College August 2019 – June 2023

Bachelor of Art in Psychology Bronx, NY

Minor in Information Technology Bronx, NY

Per Scholas July 2025 – November 2025

IT Support Brooklyn, NY

Technical Skills

Networking: Subnetting, Ethernet Cabling, Mapping Network Drives, TCP/IP, DNS, HTML/CSS, Wi-Fi Troubleshooting, VP

Software/Hardware: Windows 10/11, Vista, VMware Workstation, MacOs, Salesforce, Ubuntu 16.04, Active Directory, GitHub, ServiceNow, Installing and configuring Motherboards, SATA/eSATA/PATA/SSD, Power Supplies, Heatsink Fans, Graphic Cards

Certification

• CompTIA Security+, CompTIA A+, CompTIA Network+(Pending), Google IT Support Professional Certificate - Relevant Coursework

• PC Hardware and Troubleshooting

• Operating Systems (Windows, Mac)

• Intro to Networking

• IT Troubleshooting Methods

• Software Applications Support

• Computer Systems Organization

• Password policies account recovery

• Active Directory user

• Supporting Microsoft Office

Experience

Graham Windham December 2023 – December 2024

IT Support New York, NY

• Delivered resolution of 50+ hardware and software issues, tracked through ticket closure rates, by troubleshooting desktops, laptops, and peripherals.

• Enhanced faster support response, as measured by reducing average resolution time by 35%, by prioritizing tickets and using remote support tools.

• Implemented improved system reliability, confirmed by fewer recurring issues, by performing regular updates, patching, and hardware maintenance.

• Achieved higher end-user satisfaction, indicated by positive feedback surveys, by guiding users with clear, step by step instructions.

Capsule Pharmacy September 2020 – June 2024

Desktop Support Technician - New York, NY

• Resolved over 40 workstation issues, supported by ticket closure records, by troubleshooting software, network, and hardware problems.

• Optimized office IT setup, ensuring 100% functional devices, by configuring network printers, shared drives, and Wi-Fi connections.

• Improved remote support capabilities, resulting in reduced downtime, by assisting users via remote desktop and providing clear guidance.

Volunteers of America June 2022 – August 2023

IT Volunteer / Lab Assistant · New York, NY

• Assisted students and faculty with computer and printer issues, achieving 100% ticket resolution in the lab, by providing hands-on support and troubleshooting guidance.

• Implemented system updates and lab maintenance, as measured by improved lab performance, by performing OS updates and routine hardware checks.

• Supported network connectivity, demonstrated by stable office Wi-Fi and LAN performance, by configuring routers and access points.

Projects

Computer Hardware & Diagnostic Repair Project

• Accomplished full repair of 5 PCs, as measured by a 100% success rate, by diagnosing and replacing faulty components.

• Delivered faster issue resolution, as measured by reduced repair time, by using a structured troubleshooting checklist.. Active Directory Lab

• Completed proper account management, as measured by 20+ working user profiles, by creating AD users and groups.

• Enabled stronger access control, as measured by correct permissions, by applying basic Group Policies.

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