Joe Yeboah
Dracut,MA
Summary
Capable Network Support Engineer with 3 years overseeing complex network installations, upgrades and security enforcement. Talented at leading critical system design, rollout and performance monitoring to achieve necessary thresholds. Detail-oriented approach to collaborating on interface specifications and protocols to meet access and informational demand. Provided crucial contributions to evaluation, maintenance and training supervision.
Overview
6
6
years of professional experience
1
1
Certification
Work History
Network Support Engineer
Guild For Human Services
Concord, MA
01.2020 - Current
- Identified, diagnosed, and resolved network problems.
- Configured and maintained various network devices such as routers, switches, firewalls.
- Monitored the performance of the network to ensure optimal levels of service.
- Installed and configured new hardware and software components related to networking issues.
- Coordinated with vendors and suppliers regarding any necessary repairs or replacements related to networking equipment.
- Conferred with CISCO to establish network specifications, interface configurations and routing protocols based on workflow, access, information and security requirements.
Technical Support Associate
Matrix Global Services / Tufts Medical Center
Melrose, MA
07.2023 - Current
- Provide on-site and remote network and technical support to users
- Provided technical support for local area networks, wide area networks and Internet connections.
- Manage a high volume and fast-paced work queue, with diverse requests and incidents.
- Oversaw VPNs to deliver secure virtual network access to remote users.
- Guide users with simple, step-by-step instructions
- Test alternative pathways to resolve an issue
- Customize desktop applications to meet user needs
- Coordinated and linked computer systems within organization to increase compatibility to share information.
IT SUPPORT SERVICES, Contract
Apex Systems, Beth Israel Lahey Health
Burlington, MA
05.2023 - 07.2023
- Assisted users with various types of technical issues via email, live chat and telephone.
- Handled customer service issues by providing guidance or escalating for advanced support.
- Used remote login tools to assist clients with technical and product questions.
- Created and updated inventory records, hardware problem records, user documentation, and status report according to department standards and procedures.
Junior Network Administrator
Aluwokrs Ghana
Tema, Greater Accra, Ghana
02.2018 - 09.2019
- Helped Senior Network Administrators to Configure and maintain routers, switches, and firewalls.
- Diagnosed and resolved technical issues related to networks.
- Installed new hardware and software components.
- Maintained inventory of networking equipment such as routers, switches, cables.
- Managed daily operations of the LAN and WAN environment.
- Participated in training sessions aimed at improving technical knowledge base.
- Tracked network and telephony devices for performance and load threshold metering.
Education
High School Diploma -
Anglican Senior High School
Ghana06.2015
Bachelor of Science - Information Technology
Western Governors University
Salt Lake City, UTSkills
- Network Configuration
- LAN/WAN
- Hardware Configuration
- Application Installations
- Very strong troubleshooting and triage ability
- Attention to Detail
- Conflict resolution, negotiation, and customer service
- Troubleshooting Network Issues
- Teamwork and Collaboration
- Hardware and Peripherals
- IP Addressing and Subnetting
Certification
- Comptia A+ - 2023
- ITIL 4 - 2022
- CCNA (Cisco) - 2020
Timeline
Technical Support Associate
Matrix Global Services / Tufts Medical Center
07.2023 - Current
IT SUPPORT SERVICES, Contract
Apex Systems, Beth Israel Lahey Health
05.2023 - 07.2023
Network Support Engineer
Guild For Human Services
01.2020 - Current
Junior Network Administrator
Aluwokrs Ghana
02.2018 - 09.2019
High School Diploma -
Anglican Senior High School
Bachelor of Science - Information Technology
Western Governors University
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