Summary
Overview
Work History
Education
Skills
Timeline
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JEFF OWUSU-BANAHENE

Summary


Technical support professional with proven background in resolving complex technical issues and providing excellent customer service. Known for strong team collaboration and adaptability in dynamic environments. Skilled in troubleshooting and customer relationship management.

Overview

9
9
years of professional experience

Work History

Technical Support Representative (Remote)

Costco
08.2022 - Current
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Boosted first-call resolution rates with efficient problem-solving skills and deep product knowledge.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Used ticketing systems to manage and process support actions and requests.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Managed challenging customer situations with diplomacy and professionalism, often turning negative experiences into positive outcomes.
  • Enhanced team productivity by streamlining troubleshooting processes for common software issues.
  • Provided exceptional technical support, leading to commendation from company's senior management.
  • Reduced call handling time, implementing efficient diagnostic protocols.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Conducted in-depth analysis of recurring technical problems, contributing to long-term solutions.
  • Researched and identified solutions to technical problems.

IT Support Specialist

APMEX
07.2019 - 08.2022
  • Managed high levels of call flow and responded to technical support needs.
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Created user accounts and assigned permissions.
  • Generated reports to track performance and analyze trends.
  • Monitored system performance to identify potential issues.
  • Offered assistance in implementing and developing training programs.
  • Used ticketing systems to manage and process support actions and requests.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Installed and configured operating systems and applications.
  • Configured hardware, devices, and software to set up work stations for employees.

Technical Assistant

Jasco Products Company
01.2017 - 06.2019
  • Served as point-person for support requests with clients and vendors.
  • Provided technical guidance and support to team members.
  • Liaised with customers, communicating and resolving problems and concerns.
  • Researched common technology performance issues to assist with diagnoses.
  • Troubleshot malfunctioning hardware and software deployments to support nonstop operations.
  • Assisted in development of training materials, enhancing employee technical skills.
  • Streamlined software troubleshooting processes, significantly reducing downtime for users.
  • Conducted regular maintenance on technical equipment, ensuring optimal performance.
  • Assisted in research and testing of new technology, contributing to innovation and efficiency improvements.
  • Facilitated smooth operation of office hardware and software, addressing technical issues promptly.
  • Reduced response time to technical inquiries, providing timely and effective solutions.
  • Supported implementation of new software solutions, facilitating smoother transitions and operations.

Education

Bachelor of Science - Construction Management

Kwame Nkrumah University of Science And Technology
Kumasi, Ghana
05-2016

Associate of Science - Computer Hardware And Networking Engineering

IPMC University College
Accra, Ghana
08-2012

Skills

  • Technical troubleshooting
  • Technical support
  • Remote support
  • Customer service expert
  • Call center operations
  • Issue troubleshooting
  • User support
  • Software installation
  • Desktop support
  • Account management

Timeline

Technical Support Representative (Remote)

Costco
08.2022 - Current

IT Support Specialist

APMEX
07.2019 - 08.2022

Technical Assistant

Jasco Products Company
01.2017 - 06.2019

Bachelor of Science - Construction Management

Kwame Nkrumah University of Science And Technology

Associate of Science - Computer Hardware And Networking Engineering

IPMC University College

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JEFF OWUSU-BANAHENE