Eunice Mensah

· Providing end-user support for all PC based needs such as VPN access, Duo 2FA and other client services.

· New user setup and orientation including installing and configuring workstations, software, telephone services, network printing, etc.

· Provisioning Windows OS (2019/2016/2012) and Windows 2019/2016/2012 Enterprise components and technologies such as Domains, DNS, Registries, DHCP/WINS per client request.

· Administering Virtual machines/ESX servers on VMWare vSphere and associated products (e.g., vCenter, SRM) for clients.

· Monitoring and maintaining backup servers, disk storage, and virtualization products throughout the organization.

· Troubleshooting and taking ownership of issues that arise with various applications and systems while working to resolve them.

· Facilitating effective and supportive team relationships to resolve operational and interdepartmental problems quickly.

· Ensuring the operational health of all Cloud services like AWS, Azure, and other online environments including security, availability, performance, interoperability, and reliability.

· Training, supporting and educating internal and external clients on O365 capabilities and collaboration tools (OneDrive, Teams, Skype, Outlook, etc.)

· Maintain and provide support for all IT infrastructure

· Provide tier 1 and tier 2 support and troubleshooting

· Diagnosing and troubleshooting technical issues both hardware and software.

· Installing servers, devices, and firewalls.

· Monitoring the performance of servers, software, and hardware.

· Updating technical documentation.

• Enhanced system performance by troubleshooting and resolving technical issues for endusers.
• Provided on-site and remote technical support to users.
• Installed new hardware and software, patched systems, and configured settings.
• Troubleshot various technical issues dealing with printers, network and phone systems.
• Installed and maintained Windows and desktop software, service packs, patches, and anti-virus updates for 500 clients.
• Maintained, analyzed, troubleshot and repaired computer systems, hardware and computer peripherals.
• Worked with third-party vendors to resolve issues with hardware or software covered by annual maintenance agreements.
• Directly supported in-house service ticket software for non-emergency user-related issues.
• Supported and maintained user account information.
• · Track and resolve customer requests through service desk ticketing tool
• · Troubleshoot hardware and software issues for Windows and handheld scanner devices
• · Restore and migrate of user data, perform video conference equipment support, and conduct inventory management of IT assets
• Supported remote users effectively by utilizing remote desktop tools for troubleshooting and issue resolution.
• Installed and configured operating systems and applications.
• Installed, configured and maintained computer systems and network connections.