Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Emmanuel Barnor

Yukon,OK

Summary

Friendly Help Desk Technician with 6 years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses, which underlines to my about 10 plus years of customer service relationship.


Overview

17
17
years of professional experience
1
1
Certification

Work History

Desktop Support Technician

Adom Tech
01.2021 - 03.2023
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Walked individuals through basic troubleshooting tasks.
  • Provided basic end-user troubleshooting and desktop support.
  • Documented support interactions for future reference.
  • Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
  • Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
  • Enhanced helpdesk ticketing system, resulting in reduction in support call turnaround time.
  • Responded to customer inquiries and provided technical assistance over phone.
  • Created user accounts and assigned permissions.
  • Installed and configured operating systems and applications.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Patched software and installed new versions to eliminate security problems and protect data.


IT Help Desk Technician

Urban Farmhouse Designs
04.2019 - 01.2021
  • Purchased, setup and installed new computers.


  • Diagnosed and troubleshot hardware, software and network issues.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Created user accounts and assigned permissions.
  • Installed, configured and maintained computer systems and network connections.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Explained technical information in clear terms to non-technical individuals to promote better understanding.
  • Walked individuals through basic troubleshooting tasks.
  • Provided basic end-user troubleshooting and desktop support.
  • Assisted with updating technical support best practices for use by team.
  • Responded promptly to incoming sales leads and requests for technical support.

Project/Quality Control Manager

Commercial Services Of Oklahoma City
06.2006 - 01.2019
  • Followed quality standards and procedures to minimize errors and maximize customer satisfaction.
  • Evaluated quality problems and performed assessments to identify and resolve issues.
  • Improved quality processes for increased efficiency and effectiveness.
  • Updated quality control standards, methods, and procedures to meet compliance requirements.
  • Supervised projects, and also providing tools and the manpower.
  • Managed and archived quality documentation and participated in internal and external quality audits.
  • Increased customer satisfaction through adherence to quality standards and customer requirements.
  • Mentored and encouraged employees to strive for excellence while fostering professional growth.
  • Implemented new quality assurance and customer service standards.
  • Reported production malfunctions to managers and production supervisors.
  • Evaluated interactions between associates and customers to assess personnel performance.

Education

Comptia A+, Comptia Security +

Francis Tuttle Technology Center - Portland
Oklahoma City, OK
03.2020

N/A - Information Technology

University of Ghana
Accra, Ghana
03.2009

Skills

  • Knowledge in networking principles
  • User Experience
  • Tracking and Documentation
  • Technical Support Triage
  • Friendly and Patient
  • Remote System Analysis
  • Data Security
  • Computer Hardware Knowledge
  • Mobility Devices

Certification

  • CompTIA Security +
  • AWS Solutions

Timeline

Desktop Support Technician

Adom Tech
01.2021 - 03.2023

IT Help Desk Technician

Urban Farmhouse Designs
04.2019 - 01.2021

Project/Quality Control Manager

Commercial Services Of Oklahoma City
06.2006 - 01.2019

Comptia A+, Comptia Security +

Francis Tuttle Technology Center - Portland

N/A - Information Technology

University of Ghana
Emmanuel Barnor