- Analytical Skill
- Good Team Player
- Communication Skills
- Multi Tasking
- Time Management
- Problem Solving
Godfred Adusei
IT SUPPORT/ 1ST LEVEL/ 2ND LEVEL SUPPORT
Takoma Park,MD
Summary
I have a clear, logical mind with a practical approach to problem-solving and a drive to see things through to completion. I have more than 5 years of experience in IT Support/Hardware/Computing support across multiple sectors. I am eager to learn, easily adapts to a new environment and I enjoy overcoming challenges, and I have a genuine interest in Computing/IT related support and making organizations successful. Motivated to learn, grow and excel in the organization.
Overview
8
8
years of professional experience
1
1
Certification
1
1
Language
Work History
2nd Level IT Support
VOLTICAN
03.2024 - Current
- IT support for software and hardware solutions Support with rollout of new Laptops
- Processing of incidents or service requests in the ticket system as well as error analysis and troubleshooting
- Knowledge in Active Directory and SCCM Tool for managing and IT related documentation and processing.
- Evaluated emerging technologies for feasibility, cost-effectiveness, and potential value-add to the company''s IT ecosystem.
- Carrying out IT support work based on the submitted tickets and individual project orders before escalating them to 2nd level support
- Ability to learn and adapt quickly to emerging technologies and committed towards skilling up.
Desktop Support/Inventory Technician/Level 1 Support
MTN -Ghana
01.2021 - 01.2024
- Handling user requests assigned and record all updates until the ticket is resolved and closed.
- Improving quality customer service by implementing reports for management that Identifying quality of problem resolution
- Collaborating with other departments to resolve customer escalations, Assisting in technical research, documentation, and troubleshooting
- Managing hardware inventory, including disposals and parts distribution
- Resolving end user problems, logging trouble tickets via Remedy, created work orders
- Performing asset management utilizing the customer database system, Supporting the Windows 2000 and Windows XP operating systems
- Assessing, communicated, and ensured prioritized mitigation of risk to the service and the business. Analyzing and communicated the overall status of service
- Setup, configuration and deployment of Computers, laptops, netbooks and supported peripheral devices. Creating, maintaining and deploying software images onto new PCs to meet with clients requested specifications Upgrading existing Operating System (OS) to Windows 10/8.1.
- Troubleshooting, diagnosing and - where possible – resolving, Hardware problems (for supported hardware) Networking connectivity problems (elevating issues to the appropriate network team where needed)
- Removing compromised computers from use, investigating and performing remediation on them per customer security regulations.
Help Desk Supports /Digital Specialist
Military Museum -Ghana
09.2018 - 12.2020
- Responsible for PCs, Printers, Servers and related equipment (monitor, keyboard, mouse, hard drive, etc.) Monitor and respond quickly to incoming requests relate to IT issues at the offices and exhibition rooms.
- Maintain computer systems and act as support if any system goes down in the various operational rooms.
- Maintain user PCs, including upgrades and configuration as needed.
- Assist with onboarding of new users.
- Keep inventory of all equipment, software, and license users. Install, configure, and upgrade PC software.
- Removing of viruses/spyware/malware from infected computers and re-imaging/rebuilding those which cannot be cleaned
- Arranging the ordering and installation of replacement PC/laptop/netbook parts where needed
- Organized town halls, executive tours and other communication events.
Education
BSc - Computer Science
University of Cape Coast
Ghana05-2018
Skills
- Operating Systems (Windows10/11 and Apple IOS)
- General Mobile Device Applications
- Project Development and Computer Literacy
- Service now Operations
- Active Directory Management/Tool Performance
- Microsoft Endpoint Configuration Management
- Website Application
- SAP Tool/Management System
- Microsoft 365
- Windows Application and Management
Customer service
Certification
CompTIA A+ ( In Progress)
Interests
Timeline
2nd Level IT Support
VOLTICAN
03.2024 - Current
Desktop Support/Inventory Technician/Level 1 Support
MTN -Ghana
01.2021 - 01.2024
Help Desk Supports /Digital Specialist
Military Museum -Ghana
09.2018 - 12.2020
BSc - Computer Science
University of Cape Coast