Isaac Abakah
Hartford,CT
Summary
Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
9
9
years of professional experience
Work History
IT Support Analyst II
Tricom - Access Health CT
02.2023 - Current
- Maintain service logs and/or on-line trouble logs, inventories of computer and/or voice equipment
- Respond to customer queries; diagnose customer problems with computers, phones, email, and network issues
- Performed system analysis, documentation, testing, implementation, and user support for platform transitions.
- Used ticketing systems to manage and process support actions and requests.
- Configured hardware and granted system permissions to new employees, creating user accounts and assiging permissions as needed.
Multimedia Producer
URU, The Right To Be, INC.
01.2022 - 12.2022
- Conceptualizing and producing multimedia content focusing on social issues, STEM, as well as other topics under the URU umbrella
- Filming and Editing video content
- Assisting Crystal Emery at our main studio with in house studio needs
- Working with vendors and distributors on finalizing projects for delivery
- Responsible for all company multimedia & tech devices.
Project Consultant
Tricom- Department of Aging and Disability
08.2021 - 01.2022
- Coordinate deployment of iPhones, hotspots, and mobile devices for agency employees
- Manage device enrollment in state security system, ensuring devices are within compliance at all times
- Conduct trainings with agency employees regarding device education & best practices
- Troubleshooting device issues, documenting steps taken to resolve
- Also assisted agency IT with help desk issues, level 1-3 ranging from Microsoft Office 365 support to account access assistance
- Timely customer service utilizing via telephone, web portal, email, and chat to ensure end user's satisfaction, including receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations
- Mobile device support and management for Apple, Android and Microsoft devices.
Help Desk Technician
Community Health Center, Inc.
11.2020 - 06.2021
- Ensure proper computer operation so that end users can accomplish business tasks by supporting the agency's desktops, laptops, mobile devices, network, telecommunications systems and all Microsoft based software
- Ensure adherence to service level agreements (SLA) and KPI metrics and standards
- Timely customer service utilizing via telephone, web portal, email, and chat to ensure end user's satisfaction, including receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary to maintain SLA expectations
- Mobile device support and management for Apple, Android and Microsoft devices.
Help Desk Support
Department of Social Services
08.2020 - 11.2020
- Imaging and configuration of laptops as part of statewide deployment for department employees
- Onboarding of users at designated onsite locations
- Phone, remote, and physical help desk support for users, documenting tickets and escalating if a resolution cannot be met in a timely manner
- Mobile device support and management for Apple, Android and Microsoft devices
- Updating inventory spreadsheets for agency's devices.
Technical Support Analyst
Shoptech Industrial Software
10.2019 - 05.2020
- Assisted clients with technical issues relating to Shoptech ERP software and end user hardware in a SaaS environment via remote and phone
- Mobile support for devices utilizing Shoptech applications, including installation and configuration
- Provided SQL server database and Microsoft server support and maintenance
- Created and maintained documentation of bugs for internal knowledge library
- Utilized Salesforce ticketing software to manage incoming and ongoing case tickets, escalating when appropriate.
Relocation and support technician
Pro4ia
01.2019 - 04.2020
- Install, configure, deployment of Windows & Mac desktop and laptop computers, printers, monitors, and other peripherals for enterprise level deployments
- Handle technical support and resolve user hardware and software issues or questions relating to computer systems following deployment.
Support Technician
Global Helpdesk Services
08.2018 - 10.2018
- Resolved help desk issues, including troubleshooting hardware, software, and providing L2 support for vendor and in-house academic applications using remote technology to assist users virtually
- Prepared and maintained documentation of issues for internal knowledge base
- Managed cases using internal ticketing software to ensure timely resolutions.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Rolled out software updates and applied server patches to thwart threats from penetrating networks.
Service Experience
Nordstrom Rack
11.2017 - 03.2018
- Exemplary customer service, assisted guests throughout their visit to create a memorable experience
- Maintained sales floor, ensuring visibility of products and fixtures, re-merchandising as needed
- Assisted back of house team with shipments, inventory and back-stock.
Systems Integration Specialist [Contract]
Cigna/CompuCom
11.2017 - 11.2017
- Led project support for company wide configuration and implementation of 3000 Cisco VOIP devices
- Verified proper migration of VLANs
- Supported Cigna IT to identify and resolve connectivity issues post-installation.
Network Engineer - WAN Specialist
Connecticut Online Computer Center - COCC
06.2015 - 04.2017
- Managed and maintained infrastructure and production support of MPLS, OSPF, and BGP networks for financial institutions; ensuring site connectivity into branches and COCC networks with minimal latency, monitored 15 institutions with 50 branches across the nation, ensuring SLAs and performance metrics were met
- Local and wide area network design and project implementation for new and existing sites, vendor management, configuration and deployment of Cisco network devices, prepared network drawings and documentation
- Adhered to internal & federal protocols to satisfy security standards of client and company networks
- Configuration and deployment of laptops, desktops and cell phones for internal needs.
Family Room Specialist
Apple
- 05.2015
- Prompt and efficient frontline customer support at the Genius Bar, including hardware and software troubleshooting and diagnostics of Apple iOS and OS X devices
- Supported schedules tickets as well as walk-up support for customers.
Instructional Technologist
Central Connecticut State University
- 02.2015
- Provide both instruction and technical support to faculty on academic software and hardware
- Managing and assisting with incoming case tickets, creating detailed notes for each instance
- Lead and assist in academic trainings of both faculty and students
- Create and edit course content for instructors using Camtasia and Black Board Learn
- Manage and maintain performance of systems in Instructional Design Center
- Address and resolve any heat tickets assigned in a timely manner along with providing documentation on a resolution.
Education
Network Technology -
Central Connecticut State University
New Britain, CT01.2017
Skills
- Performance Testing
- Cisco Router and Switch Security
- Offboarding and Onboarding
- Desktop Troubleshooting
- Hardware Provision Management
- End Point Configurations
- Project Coordination
- Product Development
- Project Management
- Helpdesk Operations
- Network Repairs and Maintenance
- Network Performance Monitoring
Timeline
IT Support Analyst II
Tricom - Access Health CT
02.2023 - Current
Multimedia Producer
URU, The Right To Be, INC.
01.2022 - 12.2022
Project Consultant
Tricom- Department of Aging and Disability
08.2021 - 01.2022
Help Desk Technician
Community Health Center, Inc.
11.2020 - 06.2021
Help Desk Support
Department of Social Services
08.2020 - 11.2020
Technical Support Analyst
Shoptech Industrial Software
10.2019 - 05.2020
Relocation and support technician
Pro4ia
01.2019 - 04.2020
Support Technician
Global Helpdesk Services
08.2018 - 10.2018
Service Experience
Nordstrom Rack
11.2017 - 03.2018
Systems Integration Specialist [Contract]
Cigna/CompuCom
11.2017 - 11.2017
Network Engineer - WAN Specialist
Connecticut Online Computer Center - COCC
06.2015 - 04.2017
Family Room Specialist
Apple
- 05.2015
Instructional Technologist
Central Connecticut State University
- 02.2015
Network Technology -
Central Connecticut State University
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