Cooper Kweme
GERMANTOWN,MD
Summary
- Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
- Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
- Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
- Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols, and technical support procedures. Skilled in identifying and resolving complex technical problems.
- Organized and dependable candidate successful at managing multiple priorities with a positive attitude. Willingness to take on added responsibilities to meet team goals.
- Hardworking and passionate job seeker with strong organizational skills eager to secure professional-level position and ready to help the team achieve company goals.
Overview
10
10
years of professional experience
1
1
Certification
Work History
IT Support Specialist
MNCPPC
01.2014 - Current
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Managed backup and recovery of data assets to safeguard system availability.
- Updated software to safeguard against security flaws.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Delivered onsite technical support for [Number] employees.
- Answered questions and provided information to customers about new software or hardware.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Documented support interactions for future reference.
Education
Bachelor of Science - Forestry
University of Liberia
Liberia, West Africa12.1977
Skills
- Software Evaluation
- Infrastructure Planning
- Firmware Development
- Service Desk Team Management
Certification
- Microsoft Certified Technician, 2000
- Certified Windows Operating Systems
- A+ Certified
- Certified Network Security
Additional Information
Incomplete Master's Program in Computer Systems Management, University of Maryland University College, 2010
Timeline
IT Support Specialist
MNCPPC
01.2014 - Current
Bachelor of Science - Forestry
University of Liberia
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