IT Support Specialist and Help Desk Technician

EMMANUEL FRIMPONG

IT Support Specialist / Help Desk Technician

303-***-**** ***.*******@*****.*** /

************@*****.*** LinkedIn:

https://www.linkedin.com/in/emmanuelfrimpong1

PROFESSIONAL SUMMARY

Detail-oriented IT Support / Help Desk Technician with 3 years of hands-on experience providing technical support to end users in fast-paced environments. Experienced in troubleshooting hardware, software, networking, and Microsoft 365 issues while delivering responsive, customer-focused support. Skilled in ticket management, Active Directory, user account administration, system troubleshooting, and remote technical assistance. Strong communicator with a proven ability to resolve technical issues efficiently and continuously develop technical knowledge.

TECHNICAL SKILLS

Operating Systems: Windows 10/11

Hardware Support: Desktops, laptops, printers, mobile devices, and peripherals Microsoft & Productivity: Microsoft 365, Outlook, Teams, SharePoint Identity & Access: Active Directory, password resets, user account setup, permissions Networking: TCP/IP, DNS, DHCP, VPN troubleshooting Ticketing Systems: ServiceNow, Jira

Remote Support: TeamViewer, Remote Desktop

Additional: User onboarding, system updates, technical documentation, end-user training PROFESSIONAL EXPERIENCE

Technical Support Specialist

Vindex Consulting 09/2024 – 05/2026

• Responded to technical support requests through phone, email, and chat. • Diagnosed and resolved network and internet connectivity issues.

• Escalated complex technical issues to higher-level IT support teams when required. • Provided users with guidance and training to improve their ability to use technology effectively.

• Delivered professional, customer-focused technical support while maintaining a high level of customer satisfaction.

IT Support / Help Desk Technician

Peep Care Organization 06/2022 – 08/2024

• Provided Level 1 and Level 2 technical support to 100+ end users through phone, email, and in-person support.

• Diagnosed and resolved hardware, software, and network issues while maintaining a strong first-call resolution focus.

• Managed and prioritized technical support tickets to meet established SLA requirements. • Created and managed user accounts, password resets, and access permissions using Active Directory.

• Installed, configured, and maintained desktops, laptops, printers, and mobile devices. • Supported Microsoft 365 applications, including Outlook, Teams, and SharePoint. • Escalated complex technical issues to senior IT staff and documented troubleshooting steps and resolutions.

• Maintained accurate documentation of incidents, troubleshooting activities, and resolutions.

Customer Service Associate

Acientral Heritage 06/2018 – 05/2022

• Welcomed customers and provided professional, customer-focused service. • Responded to customer inquiries and provided product information and assistance. • Assisted customers with product selection based on their needs.

• Communicated with current and prospective clients through telephone, email, and online chat.

• Managed multiple customer requests while maintaining strong time-management and organizational skills.

• Supported sales through customer engagement and suggestive selling. EDUCATION

Diploma in Network Administration

Open Labs, Ghana

CERTIFICATIONS

• CompTIA Security+ — 2026

• Google IT Support Professional Certificate, Google Cloud Fundamental: Core Infrastructure

• Google AI Professional Certificate — In Progress KEY STRENGTHS

• Technical troubleshooting and problem-solving

• Customer service and communication

• Analytical thinking

• User support and training

• Time management and multitasking •

Independent and team-based work •

Adaptability and continuous learning •

Technical documentation

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