Summary
Overview
Work History
Education
Skills
Timeline
Hi, I’m

Amidu Dramani

Manchester,United States
Amidu Dramani

Summary

Success-driven, result-focused, and adaptable IT professional with experience in IT operations and customer service, encompassing technical support, workstations maintenance, and network administration. Possess adeptness in implementing technology based solutions for bossiness problems with standard, procedures, and processes that improve business functionality.

Overview

8
years of professional experience

Work History

Galaxe.solutions
Hartford, CT

Service Desk Analyst
02.2023 - Current

Job overview

  • Answered queries by telephone or self-service ticket to support internal and outside computer hardware, software, network, application access and telecommunications systems.
  • Delivered basic support and troubleshooting such as password resets, printer configurations and break/fix instructions.
  • Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
  • Resolved issues on initial call 85% of time using internal knowledge base, troubleshooting skills, experience and team resources.
  • Maintained positive working relationship with fellow staff and management.
  • Involved in Employee Onboarding, Off boarding and changes including account creation, profiling and testing new user machines.
  • Escalates issues appropriately when necessary.

Aquah Tech inc
Alpharetta, GA

IT Support Specialist
03.2020 - 01.2023

Job overview

  • Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
  • Used remote login tools to assist clients with technical and product questions.
  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Assisted customers with various types of technical issues via email, live chat and telephone.
  • Walked customers through common phone hardware and software configurations to maximize service functionality.
  • Performed walk-throughs for new hires to aid in technological onboarding processes.
  • Tackled troubleshooting and problem resolution to support end-user technical issues.

Network, Inc
Bloomfield, CT

IT Specialist
09.2015 - 02.2020

Job overview

  • Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
  • Developed and maintained strong relations with customers to meet quality expectations.
  • Supported customers with online billing, access and account issues.
  • Served as first point of contact for incoming technical service calls and emails.
  • Maintained up-to-date case documentation for future reference.

Education

Capital Community College
Hartford, CT

Associate of Science from Computer Networking And Cyber Security
05.2019

University Overview

Skills

  • Windows Server troubleshooting
  • Network /system Security
  • Computer Reimaging
  • Escalating Management /Ticketing System: ServiceNow
  • Authentication / Access Control
  • Routers & Switches configuration
  • VPN Access Management: Citrix, RSA,
  • User Support Program: SQL
  • Software: Microsoft Office Application, Active Directory
  • Systems: Linux/Unix-base Systems, MS Windows server 2012,2016,2019
  • Security Technologies: SSH, SSL Digital Certificates, Anti-Virus Tools
  • Network Configurations: TCP/IP, LANS, WANS, Firewalls, DHCP, DNS

Timeline

Service Desk Analyst
Galaxe.solutions
02.2023 - Current
IT Support Specialist
Aquah Tech inc
03.2020 - 01.2023
IT Specialist
Network, Inc
09.2015 - 02.2020
Capital Community College
Associate of Science from Computer Networking And Cyber Security

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Amidu Dramani