Holy Ansah Owusu
Killeen,Texas
Summary
Detail-oriented veteran IT professional with extensive experience in customer support, technical troubleshooting, and system management. Seeking to leverage my expertise in resolving technical issues and providing exceptional customer service as an Information Technology Specialist (CUSTSPT) with the Department of Veterans Affairs. Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT Support Specialist
Abacus Technologies
2024.02 - Current
- Provided 24/7 customer support for technical software and hardware issues, ensuring timely resolution of trouble tickets and minimizing system downtime
- Diagnosed and troubleshot complex IT issues, including system configurations, network connectivity, and application errors
- Provided technical support and training to military and civilian personnel, resolving hardware and software issues in high-pressure environments
- Managed and maintained IT systems, including network configurations and security protocols, ensuring operational readiness and security compliance
- Maintained and updated system files, managed user access, and responded to special requests for system data
- Provided end-user training and support, enhancing customer understanding of IT systems and tools
- Created Common Access Cards CAC for Military and civilian personnel.
Heavy Wheeled Mechanic (E-4)
U.S. Army
2019.09 - 2023.11
- Performed scheduled maintenance on heavy wheeled vehicles, including trucks, HEMTTs (Heavy Expanded Mobility Tactical Trucks), and other large transport vehicles
- This involves inspecting, servicing, and replacing parts as needed
- Diagnosed and repair mechanical, electrical, and hydraulic issues in vehicles
- This includes working on engines, transmissions, drive trains, and suspension systems
- Used diagnostic tools and techniques to identify problems with vehicle systems
- This may involve reading and interpreting technical manuals, schematics, and error codes
- This includes checking fluid levels, brakes, tires, and other critical components
- Maintain accurate records of maintenance and repair activities
- This includes documenting work performed, parts used, and vehicle service history
- Responded to vehicle breakdowns and perform emergency repairs to minimize downtime and maintain operational effectiveness
- Provided on-site repair and maintenance support during field operations and exercises
- This might involve working in various environments, including harsh weather conditions
- Adhered to safety regulations and protocols while performing maintenance and repairs
- This includes using personal protective equipment (PPE) and following standard operating procedures.
Education
Professional Degree Commercial & Residential Electrician -
Centro Polifunzionale Don Calabria
Verona, Italy06.2013
Skills
- Technical Support: Proficient in diagnosing and resolving technical software and hardware issues.
- Customer Service: Strong ability to assess customer needs, provide assistance, and ensure high levels of customer satisfaction.
- Problem Solving: Excellent analytical skills for identifying problems and developing effective solutions.
- Oral Communication: Effective communicator with experience in delivering clear and concise information to diverse audiences.
- Attention to Detail: Meticulous in handling IT systems and managing support tasks.
- Configuration Management
- Meticulous in performing tasks and ensuring accuracy in technical support activities.
- Helpdesk call support
- Skilled in identifying problems, analyzing information, and implementing solutions.
- Strong ability to interact with clients, assess needs, and deliver effective solutions.
- Expertise in resolving complex software and hardware issues, troubleshooting, and system maintenance.
- Client Relationship Building
Certification
- CompTIA A+ Certification, Feb 3, 2023
- CompTIA Security+ Certification, Feb 22, 2023
- CompTIA Network + Certification, June 30, 2023
Additionalinformation
U.S. Citizen, Available for shift work, including evenings, weekends, and holidays., Physical ability to lift and carry computer equipment up to 40 pounds
Professional Development
- Completed advanced coursework in IT system management and network security.
- Participated in workshops on customer service excellence and problem-solving techniques.
Languages
Italian
Native or Bilingual
Timeline
IT Support Specialist
Abacus Technologies
2024.02 - Current
Heavy Wheeled Mechanic (E-4)
U.S. Army
2019.09 - 2023.11
Professional Degree Commercial & Residential Electrician -
Centro Polifunzionale Don Calabria
- CompTIA A+ Certification, Feb 3, 2023
- CompTIA Security+ Certification, Feb 22, 2023
- CompTIA Network + Certification, June 30, 2023
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