Dorcas Okailey Armah
Sedgwick
Columbus,OH
18
years of professional experience
Innovative IT professional with strong customer service skills and a focus on understanding client needs. Leverages leadership techniques to foster a results-oriented environment that enhances employee engagement and drives corporate success.
Work History
IT Support Associate
5 Years- Provided IT systems support to end users for various computer system issues by responding to calls, emails, and technical support requests while documenting, tracking, and monitoring issues to ensure timely resolutions.
- Identified, researched, resolved, and responded to high volume of simple to moderately complex issues or questions from internal and external customers, enhancing overall support experience.
- Delivered status and follow-up information to internal and external customers to keep them informed and engaged throughout the support process.
- Redirects calls to relevant departments for enhanced issue resolution.
- Escalates calls to the appropriate departments.
- Provides support after hours via on-call cell phone.
Merchandise Processor
8 Months- Conducts regular audits, removing damaged or discontinued stock and reviewing if the actual layout follows the original schematics, maintains the cleanliness of the storage area, and ensures compliance with safety standards
- Analyzing profits and sales data to determine customer preferences, creating merchandising plans
- Created layout plans for specific shelves and overall space to maximize product appeal
Customer Relations supervisor
2 Years 3 Months- Supervise over 60 employees both in USA and overseas
- Created weekly employee schedules to ensure adequate staffing
- Resolved customer complaints according to company policies and procedures
English and French Tutor
9 Years 11 Months- Conducted skill assessments through formal testing aligned with curriculum
- Assisting students with homework, projects, test preparation, papers, research and other academic work
- Instructed students in skills to boost academic performance
Education
Information Technology Security Administrator - Systems Administration
Certifications Earned: MTA Security, MTA Server, MTA Networking, Linux
Bachelors - French and Information Studies
Splunk - Splunk Architecture
Skills
Systems: Windows 7/8/10
Mac OS X
iOS
Network protocols
Azure
Intrusion detection systems
VMware Environment
Legal Software
Incident Management
Hardware: PC Assembly Techniques
RAM
Hard Drives
Motherboard
Network Interface Cards
and Processors.
Software: Microsoft Firewalls
identify types of Malware
Adobe Acrobat XI Professional
Scripting with Visual Basic
Classless IP Addressing
Software Troubleshooting.
Wireless network implementation
Technical documentation
Hardware and software installation
Implement wireless networks
and various topologies
Malware removal
Cloud platform support
Languages
English, French
Timeline
IT Support Associate
Sedgwick
07.2021 - CurrentRead More
Merchandise Processor
Lbrands
11.2020 - 07.2021Read More
Customer Relations supervisor
Design Dua
08.2018 - 11.2020Read More
English and French Tutor
Ghana Military Academy & Training schools
09.2008 - 08.2018Read More
University Of Ghana
Bachelors from French and Information Studies
Read More
MyComputerCareer
Information Technology Security Administrator from Systems Administration
Read More
RITA Consulting Services
Splunk from Splunk Architecture
Read More