Francis Arko
Lawrence,MA
Summary
Knowledgeable Desktop Support Technician with proven ability to analyze, diagnose and resolve computer issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. I am well versed in the knowledge of Windows and MAC Operating Systems and basic networking.
Overview
10
10
years of professional experience
Work History
Desktop Support Technician Level 2
NSC Global
08.2022 - Current
- Setup and installed new computers.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Worked with various systems, software and peripherals and various models of Dell computers
- Managed end-user accounts, reset passwords, unlocked Active Directory Accounts
- Deployed computers across multiple facilities,
- Diagnosed and troubleshot hardware, software and network issues.
- Configured hardware, devices, and software to set up work stations for new employees.
- Resolved Escalated customer issues to resolution
- Customer satisfaction and resolution was the primary goal
Remote Desktop Support Technician
Divurgent (Contract)for UMASS HARRINGTON
05.2022 - 06.2022
- Remotely provided Technical Support to the customer (Help-Desk)
- Escalated issues to the next Tier Support specific to the software program and the support Tier with permissions to resolve
- Documented Helpdesk tickets with the resolution notes
- Diagnosed and troubleshot hardware, software issues.
- Researched and identified solutions to technical problems.
- Supported the Office 365 migration from Google Docs
Desktop Support Specialist
IT Freelancer Inc
01.2014 - 04.2019
- Documented service call resolutions, providing valuable data on both Customer service experience and and effective remediation techniques.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices
- Purchased, setup and installed new computers.
- Identified negative hardware performance trends and common issues afflicting systems, reporting findings for remediation.
- Installed and configured Windows 10 operating system and other applications including Office 365
- Deployed Computer systems for new employees
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Tested new software and hardware images prior to deployment.
- Assisted with Audio / Visual Support
Education
Computer And Network Technology
Porter And Chester Institute
Worcester, MA04.2022
High School Diploma -
Sammo Senior High School
Cape Goast05.2013
Skills
- New Computer Deployment (Dell) (MAC Book)
- Root Cause Analysis
- Data Recovery
- Superior Customer Service
- Trouble shooting Hardware / Software
- Office 365
- Windows 10 and iOSx Operating Systems
- RSA token
- Great communication Skills
- Teams
- Cisco Anyconnect (VPN)
- Zscaler
- Azure
Languages
English
Native or Bilingual
Fante (Akan)
Native or Bilingual
Timeline
Desktop Support Technician Level 2
NSC Global
08.2022 - Current
Remote Desktop Support Technician
Divurgent (Contract)for UMASS HARRINGTON
05.2022 - 06.2022
Desktop Support Specialist
IT Freelancer Inc
01.2014 - 04.2019
Computer And Network Technology
Porter And Chester Institute
High School Diploma -
Sammo Senior High School
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