Hans Adu Churchill
Richmond, VA,VA
Summary
A technology-inclined, experienced professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users by implementing technical solutions to analyze system performance and security to drive optimal user experience.
Overview
7
7
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Gdi Infotech
Hybrid
03.2022 - Current
- Respond to user requests for IT support via the ticketing system, phone, email, or in person, providing timely and courteous support both onsite and remotely.
- Troubleshoot and resolve issues related to Windows OS, network, printing, Office 365, and various software applications (Windows 10/11, Adobe, Microsoft software suite, Office 365, including but not limited to Outlook, including personal folders, OneDrive, Teams, Word, Excel, Access, PowerPoint, Project, Visio, SharePoint Designer, and similar browser issues, and other third-party auxiliary software).
- Provide cybersecurity training during new hire orientations, and look for other areas for continuous learning opportunities for employees.
- Collaborate with senior IT staff to develop and implement system upgrades and IT strategies that align with business objectives.
- Create and update technical documentation (SOPs/KBs), "how-to" guides, and user training materials.
Help Desk Analyst
General Code
Remote
06.2020 - 03.2022
- Troubleshoot, track, and remediate issues on end-user computing hardware and software systems.
- Provide Tier 1/11 end-user support at multiple office locations (Moorefield, EOC, and DTW).
- Advocate for the user and systems that allow for greater efficiencies within the scope of security standards.
- Develop and maintain documentation on the Collaboration and MS Teams sites to assist users and business units in supporting day-to-day technology needs.
- Conducted follow-up calls to ensure the resolution of customer complaints or issues.
- Provides timely and effective communications regarding readiness status within assigned deadlines.
Desktop Support Specialist
BayForce
Remote
01.2018 - 05.2020
- Provide swift and professional deskside IT support.
- Install, configure, test, maintain, monitor, and troubleshoot client workstations, mobile devices, and related hardware or software to deliver the required deskside service levels.
- Utilize the ticket management system to record, update, and resolve tickets from the Helpdesk.
- Collaborate with other support groups across global locations to help troubleshoot client issues.
- Utilize tools for building, monitoring, and troubleshooting client devices.
- Participate in disaster recovery testing exercises and devices.
- Upholding procedures for logging, reporting, and statistically monitoring desktop operations.
- Write technical support and client documentation in the form of knowledge-base articles.
Education
Bachelor of Science - Computer Science
Virginia Commonwealth University
Richmond, VASkills
- Identifying risks
- Intrapersonal skills
- Remote Desktop Viewer
- Technical troubleshooting
- Customer Service Support
- Compartmentalization and multitasking
- Network system diagnosis and repairs
- Organizational skills
- Help desk
- Video conferencing
- Computer hardware knowledge
- Analyzing systems
- Technical Analysis
- Ticket management
- Remote support
- User credential management
Certification
CompTIA Security
Microsoft Certified Solutions Associate (MCSA)
CISM
CISSP - In Progress
Timeline
IT Support Specialist
Gdi Infotech
03.2022 - Current
Help Desk Analyst
General Code
06.2020 - 03.2022
Desktop Support Specialist
BayForce
01.2018 - 05.2020
Bachelor of Science - Computer Science
Virginia Commonwealth University
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