AYAO EMILIO KETOH
SR COMPUTER OPERATIONS SPECIALIST
Atlanta,Georgia
Summary
Dynamic IT professional with a proven track record at Mckesson Corporation, enhancing system efficiency by 12% and leading a help desk team to a 95% first-contact resolution rate. Expert in software and cloud computing, with a flair for mentoring and fostering team collaboration. Skilled in driving significant IT advancements and delivering exceptional customer service.
Overview
7
7
years of professional experience
Work History
Sr computer operations specialist
Mckesson corporation
Atlanta
01.2020 - Current
- Oversee daily operations, ensuring system stability and efficiency
- Implemented process improvements, reducing downtime by 12%
- Installed new hardware and software components as needed to ensure continuous operation of the systems.
- Worked closely with other departments to identify their needs from the computer operations team.
- Maintained security protocols by enforcing user authentication processes and monitoring access levels on all systems.
- Managed user accounts in Active Directory including creating new accounts and resetting passwords.
- Analyzed operating system or application log files regularly to verify proper system performance.
- Ensured compliance with industry standards such as HIPAA regulations when it comes to protecting sensitive information.
- Managed user profiles, security access, and shared file structures.
- Documented changes made to the configuration of the server infrastructure.
- Directed account management and customer training on company technical software and tools for new accounts and new users.
- Coordinated with vendors for purchasing hardware and software components as needed.
- Provided technical support for computer operations and applications in a Windows environment.
- Developed custom scripts and programs using scripting languages like PowerShell or Bash Shell Scripting in order to automate routine tasks.
- Updated hardware, software, and security protections with latest standards.
- Utilized advanced technical skills and expertise to troubleshoot complex problems and implement solutions.
- Collaborated with UI/UX designers to improve software usability and user experience.
- Developed, tested, debugged and documented software programs using Java, JavaScript and HTML and CSS.
- Integrated third-party APIs and services to enhance software functionality and interoperability.
- Utilized Agile methodologies to manage project timelines and deliverables efficiently.
- Performed troubleshooting of post-release software faults to support live service and installed software patch design.
- Updated software upon release of vendor patches to mitigate vulnerabilities.
- Managed time effectively to ensure tasks were completed on schedule and deadlines were met.
Help Desk Technician Team Lead
Computer generated solutions
Atlanta, GA
04.2018 - 01.2020
- Led help desk team, resolving 95% of issues on first contact, enhancing customer satisfaction
- Coordinated team efforts, reducing response time by over 40%, and improving service efficiency.
- Trained and mentored team members, fostering skill development and collaborative problem-solving
- Led help desk team, streamlined ticket resolution process, reducing average response time
- Performed routine maintenance and software updates on support tools and customer systems.
- Maintained records, logs, and lifecycle documentation of work requests.
- Created new accounts, reset passwords, and configured access to servers and file management software for users.
- Updated customer information and account status in the database following each interaction.
- Installed operating system updates as required by company policy.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
- Created user accounts, maintained system documentation, tested and evaluated new technology.
- Developed training materials and procedures or trained users in proper use of hardware or software.
- Maintained records of data communication transactions, problems, and remedial actions or installation activities.
- Analyzed support tickets to identify trends and recommend product improvements to the development team.
- Collaborated with IT team members to identify system requirements and resolve problems.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Assisted in the development and updating of technical documentation and support guides.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Conducted regular maintenance checks on equipment such as printers or scanners.
- Updated antivirus protection on all computers on a regular basis.
- Guided customers through step-by-step solutions in a clear and concise manner.
- Collaborated with the technical team to discuss recurring customer issues and develop long-term solutions.
- Maintained an inventory of parts for emergency repairs.
- Documented customer complaints and inquiries for use in technical documentation and bug tracking.
- Provided technical assistance and support for incoming queries and issues related to computer systems, software, and hardware.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Increased overall company performance through improved IT uptime and cost reductions.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
Education
Bachelor - Computer science
Interactive College of Technology-Chamblee
Atlanta07.2020
Associate - Computer science
University of lomé
Lomé01.2017
Skills
- Data Analysis
- Cloud Computing
- Network Administration
- Agile Methodologies
- IT governance
- Hardware installation
- Scripting languages
- Mentoring and coaching
- Virtualization technologies
- Backup and recovery
- Incident management
- ITIL processes
- Operating system expertise
- Disaster recovery planning
- Server maintenance
- Network troubleshooting
- IT security management
- Microsoft powerpoint, excel, and Word
- Microsoft Dynamics 365 knowledge
- Effective customer service
- Patch management
- Active Directory management
Languages
- English
- French
Timeline
Sr computer operations specialist
Mckesson corporation
01.2020 - Current
Help Desk Technician Team Lead
Computer generated solutions
04.2018 - 01.2020
Bachelor - Computer science
Interactive College of Technology-Chamblee
Associate - Computer science
University of lomé