EMMANUEL AKWETEY
IT DESK ENGINEER
Lakeland,FL
Summary
At Pomeroy, I excelled as an IT Help Desk Technician, resolving a record backlog of support tickets and enhancing system efficiency by over 30%. My expertise in network troubleshooting (hard skill) and unparalleled customer service (soft skill) drove significant improvements in user satisfaction and operational performance.
Overview
3
3
years of professional experience
Work History
IT Help Desk Technician
Pomeroy
Hebron, KT
06.2022 - Current
- Maintained up-to-date case documentation for future reference.
- Configured routers and switches for local area networks.
- Conducted training sessions for end-users on the use of specific software applications and operating systems.
- Escalated complex issues to senior technical staff, ensuring proper follow-through until resolved.
- Managed inventory of IT equipment such as laptops, printers, routers.
- Worked with internal teams to deliver accurate information to customers and service accounts.
- Updated documentation related to IT procedures and policies.
- Monitored and responded to support tickets in a timely manner, prioritizing based on urgency and impact.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Performed regular maintenance tasks such as virus scans, system backups, disk cleanups.
- Resolved record-breaking backlog of support tickets following major system malfunction.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Troubleshot hardware issues and worked with service providers to facilitate repairs for end users.
Education
Bachelor of Science - Computer And Information Systems Security
Saint Leo University
Saint Leo, FL10-2024
Skills
- Customer service
- Network troubleshooting
- Equipment maintenance
- Technical documentation
- User training
- Support ticket management
- Incident escalation
- Software configuration
- Hardware installation
- Wireless networking
- System diagnostics
- Remote support
- Application support
- Mobile device support
- Ticket management
- Security protocols
- Asset management
Timeline
IT Help Desk Technician
Pomeroy
06.2022 - Current
Bachelor of Science - Computer And Information Systems Security
Saint Leo University
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