FRANK DUODU
Aurora,CO
Summary
Recent Computer Science Associate Degree graduate with a demonstrated commitment to excellence. Seeking an opportunity to learn, grow, and contribute my technical skills and dependable work ethic. Excellent customer service background and open to relocation.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Emergency Dispatcher Operator
Johnson Controls
Aurora, CO
03.2018 - Current
- Troubleshot customer alarm systems, identifying root causes and providing solutions using SOP's
- Ensured that all dispatch requests were handled promptly and efficiently, which resulted in about 90% reduced error dispatches and call backs from customers & AHJ's.
- Adhered to departmental & AHJ's policies regarding confidentiality of information pertaining to victims or suspects involved in criminal activity.
- Handled emergency phone calls calmly and obtained pertinent information with composed approach.
- Handled alarms dispatch and system troubleshoot efficiently and effectively which resulted in 80% reduced average handle times and more call taking.
- Participated in monthly training sessions designed to improve knowledge base related to job functions.
IT Intern
Johnson Controls
Aurora, CO
05.2023 - 08.2023
- Resolved hardware and software issues for call center users, achieving a 85% first-call resolution rate.
- Assisted with handling basic call center hardwares and software issues helping increase service levels and continuous flow of work
- Supported IT teams in maintaining company hardware and software systems.
- Contributed by creating a step-by-step troubleshooting SOP's for common alarm system technical problems, reducing repeat calls to customers and reports on false alarms by AHJ's
Education
Associate of Science - Computer Science And Business
Community College of Aurora
Aurora, CO05-2024
Tech Certificate - Information Technology
Jobskillshare Tech Training
Silver Spring, MD12-2023
Skills
Technical Skills:
- Troubleshooting
- Basic networking & Security knowledge (TCP/IP, DNS, DHCP)
- Active directory
- Programming (Python, C , HTML/CSS)
- Technical writing
- Operating Systems (Windows, MacOS, Linux)
Soft Skills: Customer service
- Problem-solving
- Excellent communication
- Detail-oriented
- Team player
- Continues learner & creative
Certification
- CompTIA A+ [ In-progress ]
- Security+ [ In-progress ]
Accomplishments
- Excellent customer service Award 2021-23 [ JCI ]
- NSF-STEM Peer Mentor [ CCA ]
- President & Dean List
- Phi Kappa [ Member ]
- Lockheed Martin & Pepsico Scholarship Recipient
Timeline
IT Intern
Johnson Controls
05.2023 - 08.2023
Emergency Dispatcher Operator
Johnson Controls
03.2018 - Current
Associate of Science - Computer Science And Business
Community College of Aurora
Tech Certificate - Information Technology
Jobskillshare Tech Training
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