ABEL YEKEH M.B.A
Newark,NJ
Every day of our lives we are on the verge of making those changes that would make all the difference.
Mignon McLaughlin
Summary
- Talented Technical Support engineer with gift for understanding needs of both business and end-users. Versed in troubleshooting hardware and software on Windows, Linux and Mac systems. With Proven skill in resolving problems quickly on first call, I have honed my skills in Cloud Computing by dedicating over 640+ hours of extensive hands-on training in cloud environments. Eager to leverage my IT expertise and cloud computing training experience to transition into a Cloud Engineering role.
Overview
5
5
years of professional experience
Work History
IT Support Engineer
Mission First
Philadelphia, PA
03.2020 - Current
- Guidance in managing and maintaining 300+ IT resources including computers, printers, and network devices, ensuring optimal performance and reliability.
- Manages and processes support actions and requests through Zendesk ticketing systems, resolving an average of 8 tickets per week with a 97% satisfaction rate.
- Configures network devices and protocols, including TCP/IP, to ensure seamless communication between servers and clients, enhancing network reliability and performance for 200+ users.
- Manages user accounts, permissions, and access rights in Active Directory, ensuring compliance with security policies and facilitating efficient user authentication and authorization processes
- Configured hardware, devices, and software to set up workstations for 32 new employees, ensuring seamless workflow and productivity.
- Implements proactive maintenance processes and timely upgrades, resulting in a 10% increase in IT system performance and reliability.
- Oversees assistance to employees using remote desktop tools or screenconnect while resolving issues such as Sophos VPN access and internet connectivity.
- Explains security measures in simple terminology, reducing user confusion and increasing awareness of malware and phishing threats, resulting in a 15% decrease in security-related incidents.
- Collaborates with vendors to escalate and address technical issues.
IT Field Service Technician
Beringer Technology Group
Howell Township, NJ
10.2019 - 03.2020
- Provided remote support for field technicians, guiding them through complex troubleshooting processes over the phone or via online chat platforms.
- Configured DHCP services to dynamically assign IP addresses to network devices, ensuring efficient utilization of IP address space and seamless connectivity.
- Installed, configured and maintained operating systems and network connections.
- Collaborated with cross-functional teams to successfully implement large-scale technology projects.
- Enhanced customer satisfaction by providing timely and efficient IT support for various hardware and software issues.
- Assisted in the planning and execution of office relocations, ensuring minimal disruption to IT services during transitions.
- Contributed towards achieving company-wide goals such as increased efficiency and improved customer experience.
Education
AWS Certified Cloud Practitioner -
02.2024
MBA - Business Administration
05.2022
Bachelor of Arts - Marketing Management And Research
05.2019
Skills
- Remote Technical Support
- Technical issues analysis
- Active Directory
- Technical Documentation
- VPN Configuration
- Customer Service
- TCP/IP DHCP protocol
- Python/Bash
- Linux/Windows
- Zendesk
- Interpersonal Skills
- Critical Thinking
Additional Information
AWS Cloud-Native - Akwaaba.app, Accra, GH 10/2022 to CURRENT
- Implemented Continuous Integration/Continuous Deployment (CI/CD) pipelines to automate the build, test, and deployment processes.
- Conspire with cross-functional teams using AWS Cloud9 IDE for real-time coding and debugging.
- Integrated infrastructure management and deployment processes through Terraform and CloudFormation, improving overall efficiency and reliability.
- Implemented and configured CloudWatch and CloudTrail to monitor and audit AWS resources and activities
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
IT Support Engineer - Mission First
03.2020 - Current
IT Field Service Technician - Beringer Technology Group
10.2019 - 03.2020
Perscholas AWS/reStart - AWS Certified Cloud Practitioner,
Strayer University - MBA, Business Administration
Williams Baptist College - Bachelor of Arts, Marketing Management And Research