Francis Essien
La Vergne,TN
Summary
IT Help Desk Specialist with 13+ years of hands-on experience delivering technical support, managing IT operations, and supporting users with a variety of technical issues. Skilled in aligning end-user needs with long- term resolutions to complex IT challenges.
Overview
15
15
years of professional experience
Work History
Service
- Desk Specialists provided support through analysis and problem solving to facilitate the resolution of technology-related incidents
- Provided Tier 1 technical support to corporate, distribution, and retail store associates for basic software and hardware troubleshooting
- Demonstrated qualities representative of A&F’s unique culture with a strong appreciation for customer service, inclusiveness, and a casual hospitality
- Supported retail operations by providing coaching and guidance to store associates
- Troubleshooted problems to resolution or escalate when necessary
- Documented incidents, comments, and resolutions within the incident management system, utilizing available knowledge resources
- Fulfill hardware and software requests by coordinating and completing configuration and installation
- Performed end-user training as it regards assistance with supported applications and services
IT SUPPORT ASSOCIATE
Nissan Motors
09.2020 - Current
- Assist with general computer or printer issues and support all end users with IT related issues
- Provide day-to-day support for localized users of IT applications at all sites
- Working knowledge of Microsoft Products for troubleshooting end user requests
- Help troubleshoot WMS (System and handheld scanner issues) and Accounting related problems regarding daily operations
- Computer and Server troubleshooting
- Mange and Address trouble ticket issues and support all end user IT issues
- Provides day-to-day support for localized users of IT applications at all sites
- Fully support all IT requirements for new program launches
- Support all IT Department staff
- Page 2
IT HELP DESK ASSOCIATE
Hikma Pharmaceuticals
02.2019 - 08.2020
- Managing technical documentation
- Strong Windows Desktop Support Experience
- Desktop Hardware and troubleshooting at L2 (Window 10, 7)
- Experience in handling IT Desktop support for a PHARMACEUTICAL COMPANY (Pfizer, Abbott, Vertex, BMS, Lilly etc.)
- Exposure on pharma equipment’s like Spectrometers, Chronometer
- Understanding of GxP, GMP process
- Good exposure and understanding of IT infra like Anti-Virus, AD, Asset Management
IT HELP DESK ASSOCIATE
The Ohio state Wexner Medical Center
01.2016 - 01.2019
- Installing and configuring hardware and software components to ensure usability
- Troubleshooting hardware and software issues
- Ensuring electrical safety standards are met
- Repairing or replacing damaged hardware
- Upgrading the entire system to enable compatible software on all computers
- Installing and upgrading anti-virus software to ensure security at the user level
- Performing tests and evaluations of new software and hardware
- Providing support to users and being the first point of contact for error reporting
- Establishing good relationships with all departments and colleagues
- Conducting daily backup operations
IT HELPDESK TECHNICIAN
ABERCROMBIE AND FITCH
06.2011 - 12.2015
LAB MONITOR, IT COORDINATOR
GHANA TELECOM UNIVERSITY COLLEGE
06.2008 - 04.2011
- Support lab software applications and hardware
- Maintain all lab equipment including printers and projectors
- Monitor and enforce proper lab usage with all users
- Primary point of contact for student-related IT support issues
- Assist students with network-related hardware and software problems (e.g., connecting to the dorm network or wireless network)
- Facilitate and/or administer the repair of student computers
- Answer student phone calls and provide tech support via phone.
Education
CERTIFICATE - Health Information Management Technician
COLUMBUS STATE COMMUNITY COLLEGE
Associate DEGREE - Computer and Information Science, Business Management
IPMC College of technology (ncc edu
Skills
Skills & Abilitiesundefined
Timeline
IT SUPPORT ASSOCIATE
Nissan Motors
09.2020 - Current
IT HELP DESK ASSOCIATE
Hikma Pharmaceuticals
02.2019 - 08.2020
IT HELP DESK ASSOCIATE
The Ohio state Wexner Medical Center
01.2016 - 01.2019
IT HELPDESK TECHNICIAN
ABERCROMBIE AND FITCH
06.2011 - 12.2015
LAB MONITOR, IT COORDINATOR
GHANA TELECOM UNIVERSITY COLLEGE
06.2008 - 04.2011
Service
CERTIFICATE - Health Information Management Technician
COLUMBUS STATE COMMUNITY COLLEGE
Associate DEGREE - Computer and Information Science, Business Management
IPMC College of technology (ncc edu
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