Boaz Nsiah
Worcester,MA
Summary
Friendly Technical Support Representative keen to help customers maximize product impact and usability. Amiably replies to all customer queries and consistently resolves client issues. Committed to improving user satisfaction numbers and supporting return patronage across all supported products.
Overview
7
7
years of professional experience
2
2
years of post-secondary education
1
1
Certification
Work History
IT Support Specialist
OTM
Worcester, MA
12.2024 - Current
- Provided technical support to end-users for software and hardware issues.
- Diagnosed and resolved network connectivity problems effectively.
- Assisted in the setup and configuration of new computer systems.
- Collaborated with team members to improve support processes.
- Trained users on software applications and best practices.
- Served as first point of contact for incoming technical service calls and emails.
- Assisted customers with various types of technical issues via email, live chat, and telephone.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Developed and maintained strong relations with customers to meet quality expectations.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Collaborated with technical staff to establish goals and objectives for system improvements and upgrades.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
- Maintained up-to-date knowledge of the latest technology trends, tools, and best practices in technical support.
- Assisted customers with password resets, account unlocks, and security settings adjustments.
- Assisted in the development and updating of technical documentation and support guides.
- Resolved customer problems via phone, email, and chat, ensuring timely and effective solutions.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Maintained positive working relationship with fellow staff and management.
Desktop Service Engineer
Watchtower Bible & Tract Society of New York
New York, New York
01.2019 - 11.2024
- Provided technical support for desktop hardware and software issues.
- Installed and configured operating systems and applications on user devices.
- Diagnosed and resolved network connectivity problems for end-users.
- Conducted routine maintenance on computers to ensure optimal performance.
- Collaborated with team members to streamline service desk operations.
- Documented technical procedures and solutions for future reference.
- Performed diagnostics of hardware components to determine cause of failure or malfunction.
- Troubleshot networking problems such as IP addressing, DNS resolution, DHCP server configuration.
- Resolved escalated customer service requests within specified time frames.
- Set up new users accounts and profiles in accordance with company policies.
- Provided remote and on-site technical support for end users in resolving hardware, software and network related issues.
- Provided training to end users on usage of different applications installed on their computers.
Education
Associate in Engineering Technology - PROFESSIONAL IN SYSTEM ENGINEERING
IPMC COLLEGE
ACCRA, GHANA 01.2018 - 12.2019
Skills
- Network troubleshooting
- Remote support
- Hardware installation
- Software configuration
Certification
- Google IT support professional Certificate
- CompTIA A+
- Network Essential N+
- Linus Fundamentals
Timeline
IT Support Specialist
OTM
12.2024 - Current
Desktop Service Engineer
Watchtower Bible & Tract Society of New York
01.2019 - 11.2024
Associate in Engineering Technology - PROFESSIONAL IN SYSTEM ENGINEERING
IPMC COLLEGE
01.2018 - 12.2019