Kossi Alawi
Atlanta,Georgia
Summary
Talented Technical Support Representative with gift for understanding needs of both business and home users. Versed in troubleshooting and desktop support on Windows, Linux and Mac systems. Proven skill in resolving problems quickly on first call.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Specialist
Atlanta Public Schools
Atlanta, GA
10.2021 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Patched software and installed new versions to eliminate security problems and protect data.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Used ticketing systems to manage and process support actions and requests.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Managed high levels of call flow and responded to technical support needs.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
IT Field Support Technician
HP
Atlanta, GA
09.2019 - 10.2021
- Updated and replaced outdated drivers and software for computers and office machines.
- Replaced defective components and parts on malfunctioning computers and office machines.
- Restored data on computers and office machines.
- Diagnosed and troubleshot problems, repairing, and restoring machines to peak performance.
- Assisted customers with technical support inquiries.
- Efficiently troubleshot and repaired equipment to cut company costs and maximize productivity.
- Explained diagnostic findings to customers and outlined repair or service options.
- Diagnosed and resolved malfunctions in computers, office machines and automated teller machines.
- Trained customer employees and managers on machine use and maintenance.
- Confirmed and directed tickets using nimbus (ticketing system created by IBM)
- Monitored wireless network and identified interferences using Cisco Meraki Tool
- Used remote services: Team Viewer and Dameware to resolve tickets
Desktop Support Technician
Country Pure Food Inc
Hartford, CT
07.2018 - 08.2019
- Purchased, setup and installed new computers.
- Configured hardware, devices, and software to set up work stations for employees.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Worked with various systems, software and peripherals and various types of games.
- Obtained and evaluated information about new systems, peripherals and software technology.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
- Installed, configured and maintained computer systems and network connections.
- Authored detailed documentation on service call resolutions, providing valuable data on both personnel performance and effective remediation techniques.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Managed end-user accounts and permissions, overseeing correct provisioning of access rights in accordance with security best practices and policies.
Education
Associate of Science - Computer Science
Georgia State University
Atlanta, GA12.2025
Skills
- Technical Issue Analysis
- Application Installations
- Discharge Planning
- Debugging
- Technical Reporting
- TCP/IP
- LAN/WAN
- Mac Systems
- Configuration Management
- Network Diagnostics
- User Support
- Ticket Support System Management
Languages
French
Native or Bilingual
English
Full Professional
Certification
CompTIA A+
Pursuing: CCNA followed by Security+
Timeline
IT Specialist
Atlanta Public Schools
10.2021 - Current
IT Field Support Technician
HP
09.2019 - 10.2021
Desktop Support Technician
Country Pure Food Inc
07.2018 - 08.2019
Associate of Science - Computer Science
Georgia State University