Frederick Boakye-Wallace
Redlands,CA
Summary
Almost a year of cross-platform experience in Tier 1 and Tier 2 helpdesk support, while specializing in the implementation, management, and support of server and desktop infrastructures in both virtual and physical hosts, via phones and remote management tools.
Developed exceptional interpersonal and liaising expertise during interactions with clients, customers, and colleagues, both as an IT support specialist.
Overview
2
2
years of professional experience
Work History
I. T. Support Analyst
Kool Runnings LLC
Riverside, CA
01.2025 - Current
- Provide Tier 1 and Tier 2 technical support via email, chat, phone, and ticketing systems.
- Troubleshoot and resolve issues related to desktops, laptops, mobile devices, printers, and peripherals.
- Support cloud-based applications (e.g., Microsoft Azure AD, Zoom, Office 365, and Exchange).
- Support Active Directory (AD) by assisting with user password resets, account creation and deprovisioning, and account unlocks.
- Manage user account permissions and access controls across systems.
- Escalate complex issues to IT staff, or vendors, as needed.
Dispatch Assistant
Kool Runnings LLC
Riverside, CA
11.2023 - 01.2025
- Coordinated daily dispatch operations for timely delivery of products.
- Communicated with drivers to confirm routes and schedules efficiently.
- Assisted in resolving delivery issues by liaising with customers and drivers.
- Scheduled vehicle maintenance to ensure operational efficiency and safety compliance.
- Supported team members in training on dispatch protocols and procedures.
- Responded to incoming customer inquiries regarding order status and delivery dates.
- Assisted with scheduling drivers according to customer requirements and ensured timely delivery of goods.
- Resolved conflicts that arose during transportation activities such as late arrivals or damaged goods.
- Generated regular reports summarizing dispatch activity including number of orders processed per day, week, month.
- Monitored shipment progress using GPS systems to ensure on-time arrivals at designated destinations.
- Investigated customer complaints related to delays in deliveries or discrepancies in orders received.
Logistics Team Member
San Bernardino County
San Bernardino, CA
02.2024 - 03.2024
- Maintained delivery schedules without compromising safety.
- Communicated effectively with dispatch and customers to provide status updates.
- Inspected vehicles for mechanical items and safety issues prior to operating them.
- Performed pre-trip inspection checks and reported problems to supervisor.
- Inspected vehicle before and after every trip to assess performance and maintenance requirements.
- Coordinated with team members and remained flexible in work scheduling to meet service needs.
- Inspected vehicles for mechanical items and safety issues, ensuring they are in proper working condition.
- Maintained confidentiality of sensitive materials during transport.
- Verified the contents of inventory loads against shipping papers.
- Utilized GPS navigation systems to plan efficient routes for deliveries.
- Monitored traffic conditions and applied defensive strategies to avoid accidents.
- Adhered to company policies and procedures related to safety and security standards.
- Coordinated with warehouse staff for efficient cargo loading and unloading.
- Kept accurate records of deliveries and customer signatures.
- Reported any vehicle malfunctions or accidents immediately to management.
- Performed activities on time while maintaining regular attendance and punctuality to support scheduling and work coverage.
- Drove trucks to and from job sites to deliver supplies.
- Ensured compliance with DOT regulations and other applicable laws governing transportation of cargo.
- Provided excellent customer service by responding promptly to customer inquiries and complaints.
Education
Associate of Arts - Business Management
Center For Executive Education
Dubai05-2012
Timeline
I. T. Support Analyst
Kool Runnings LLC
01.2025 - Current
Logistics Team Member
San Bernardino County
02.2024 - 03.2024
Dispatch Assistant
Kool Runnings LLC
11.2023 - 01.2025
Associate of Arts - Business Management
Center For Executive Education