Summary
Overview
Work History
Skills
Work Availability
Timeline
Generic

Emmanuel Ankomah

RI

Summary

Highly skilled IT professional with 8+ years of experience in technical support, system administration, and IT service management. Expertise in Microsoft Office, Office 365, Azure, Intune, Active Directory, SQL development, and system analysis. Proven ability to provide comprehensive system support, develop SQL queries for data analysis and reporting, and manage end-user technologies. Strong problem-solving and interpersonal skills for delivering high-quality results in fast-paced environments.

Overview

9
9
years of professional experience

Work History

Systems Engineer

Cognizant Technologies Solutions
, MA
11.2016 - 06.2024
  • Provided technical support for end-users by troubleshooting hardware and software issues remotely or onsite.
  • Analyzed customer requirements and translated them into functional specifications.
  • Defined technical integration strategy and developed integration plans.
  • Ensured continuous VPN connectivity through proper management of RSA or YubiKeys, relying primarily on Global Protect or AnyConnect.
  • Managed imaging process for new or replacement devices on both OS X and Windows platforms.

Service Desk Analyst

Beazley
, CT
06.2023 - 04.2024
  • Investigated system errors using event viewer logs and other troubleshooting techniques.
  • Evaluated current technologies and identified areas where improvements could be made.
  • Efficiently addressed and resolved various hardware, software, network, and peripheral device problems.
  • Created documentation for frequently asked questions and how-to guides for end users.
  • Engaged in effective teamwork to ensure the successful resolution of customer inquiries.

Technical Support Engineer

Umass Memorial
, MA
08.2015 - 11.2016
  • Carried out essential data, application backups and verification processes
  • Oversaw the documentation and tracking of associate questions, problems, and incidents on ServiceNow
  • Provided troubleshooting for users with iOS devices and configured VOIP phones.
  • Installed and tested operating systems, applications, updates, patches, and service packs.
  • Assisted users with password resets and account lockout resolutions.
  • Assisted customers with troubleshooting software and hardware issues.

Skills

  • Platforms: Azure Cloud Services, Office 365, Exchange Online, Intune, Windows Server, MAC OS, Linux, VMware, Citrix Workspace
  • Tools & Software: SCCM/MSCM, JAMF, Terminal Scripting, ServiceNow, SQL Editor, Reporting Tools, RSA, YubiKeys
  • Networking: LAN, VLAN, WAN, VoIP, TCP/IP, VPN, SLA
  • Programming & Scripting: SQL, PowerShell, Terminal Scripting
  • Hardware: Laptop/Desktop/Tablet/Phone Deployment, Imaging, Configuration, Maintenance, Repair

Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse

Timeline

Service Desk Analyst

Beazley
06.2023 - 04.2024

Systems Engineer

Cognizant Technologies Solutions
11.2016 - 06.2024

Technical Support Engineer

Umass Memorial
08.2015 - 11.2016

Similar Profiles

CREATE PROFILE
Emmanuel Ankomah