Customer Service Help Desk
Resume:
KWAKU AMPONSAH
Bolingbrook, IL *****
************@*****.***
OBJECTIVE
Reliable, energetic and diligent worker, seeking IT career opportunity within a company that values teamwork, strong work ethic and growth
COMPUTER EXPERTISE
Ability to analyze network performance to determine network usage, and server function.
Understanding of configuration parameters for installation or testing of local area
network (LAN), wide area network (WAN), hubs, routers, switches, controllers,
multiplexers, or related networking equipment.
Perform data backups and disaster recovery operations.
Diagnose, troubleshoot, and resolve hardware, software, or other network and systems
problems, and replace defective components when necessary.
Plan, coordinate, and implement network security measures to protect data, software,
and hardware.
Operate master consoles to monitor the performance of computer systems and networks,
and to coordinate computer network access and use.
Load computer tapes and disks, and install software and printer paper or forms.
Design, configure, and test computer hardware, networking software and operating
system software.
Able to create passwords for users and groups on servers
Operating system knowledge of Linux/Unix, Microsoft Windows (including servers),
and Machintosh.
WORK EXPERIENCE
Churn of Pentecost, Chicago, IL
IT Support (Volunteer Technician) Jan 2012 - Present
Assists with network cabling for internet connection
Create passwords for users and groups on servers
Install windows servers 2008 & 2003 and create password for users and groups
Created password for users and groups in the Active Directory
Perform backups and install windows updates
Providing IT support and administration to the church
JOB EXPERIENCE
RR Donnelley, Bolingbrook, IL May 2008 - July 2009
Team member (Material Handler)
Received and stocked magazine merchandise
Proven experience of basic stock inventory procedures; requisitions, purchase orders, invoices,packing slips, bills of lading, freight tags, and the use and meaning of each; computerized warehouse record keeping systems.
Loaded product, shrink wrapped, and put in staging area
Devry, Inc, Oakbrook, IL August, 2012-Present
Help Desk Analyst ( 2 weeks contract)
Provides friendly, courteous, and quality systems support to all users.
Strives to meet or exceed all customer service goals.
Answers all Help Desk calls, voicemails and e-mails within a timely manner.
Determines the nature of the user’s issue and obtains as much information as possible about the problem.
Assists staff in the Corporate Office and remote locations with technical support
Prioritizes and evaluates user systems issues into a low, medium or high priority.
Creates Help Desk tickets based on the user’s systems issues and level or priority and assigns it to a PC Technician for resolution.
Utilizes independent judgment in handling user issues/questions and knows when to refer complex matters to the Team Lead – Help Desk for personal review.
Maintains a proficient technical knowledge in various systems, hardware, software and database applications
Troubleshoots and assists users with various systems issues including PC/laptop, printer, software, hardware, and database problems.
Closes Help Desk tickets and communicates resolution to the user.
Tracks all calls, voicemails and e-mails in a detailed and accurate fashion utilizing Help Desk software.
Adheres to the defined and communicated call flow / ticket resolution process
Recommends changes in policies/procedure to the Team Lead – Help Desk.
Completes other projects and duties as assigned.
EDUCATION
BASc Computer Information Systems
Westwood College, Woodridge, IL Cumulative GPA: 3.2 May 2012
Masters of Computer Information Management
Keller Graduate School of Management, Downers Grove, IL August, 2015
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