Summary
Overview
Work History
Education
Skills
Timeline
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Ama Agyemang

VA

Summary

Efficient and resourceful problem-solver with positive attitude and exceptional communication skills. Possesses foundational understanding of computer systems and software, coupled with ability to troubleshoot hardware and software issues. Committed to delivering effective technical support and enhancing user satisfaction.

Overview

1
1
year of professional experience

Work History

Help Desk Technician Intern

Koniag
07.2024 - 11.2024
  • Provided basic end-user troubleshooting and desktop support.
  • Installed, modified, and repaired software and hardware to resolve technical issues.
  • Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problemsolving.
  • Explained technical information in clear terms to promote better understanding for non-technical users.
  • Utilized Microsoft Excel to maintain and update spreadsheets tracking active and inactive users.
  • Applied hardware expertise to upgrade memory cards for 10 laptops weekly, enhancing performance for new users.

IT CONTRACTOR

KAVALIRO
01.2024 - 07.2024
  • Improved system efficiency by troubleshooting and resolving technical issues in a timely manner.
  • Maintained and monitored data storage systems, including backups and disaster recovery plans.
  • Provided technical support for computer hardware, operating systems, applications, networks, and databases.
  • Audited security settings on all IT devices to ensure compliance with company policies.
  • Developed and implemented software solutions to automate manual processes.

IT SUPPORT ANALYST

KAISER PERMANENTE
08.2023 - 01.2024
  • Supported the IT department as an intern, actively using ServiceNow for incident management, problem resolution, and service request fulfillment
  • Assisted in the configuration and customization of ISM workflows to improve the efficiency of ticket routing and resolution
  • Proficient in utilizing AppOS, a powerful software launcher, to streamline application management, enhance workflow efficiency, and optimize overall system performance
  • Experienced in working with Computer-Assisted Translation (CAT) tools to enhance translation productivity, maintain consistency, and improve overall language quality in multilingual projects.



Education

Associate of Science - Cyber Security

Northern Virginia Community College
Annandale, VA
01-2025

Skills

  • Software updates
  • Issue resolution
  • Hardware repair
  • Application support
  • IT service management (ITSM) oversight
  • Network support

Timeline

Help Desk Technician Intern

Koniag
07.2024 - 11.2024

IT CONTRACTOR

KAVALIRO
01.2024 - 07.2024

IT SUPPORT ANALYST

KAISER PERMANENTE
08.2023 - 01.2024

Associate of Science - Cyber Security

Northern Virginia Community College

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Ama Agyemang