KENNEDY ADU ADDO
Worcester,USA
Summary
Innovative IT Support Specialist with over 10 years of 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. Able to multitask effectively and bring several simultaneous installation and repair projects to completion with full accuracy and efficiency.
Overview
8
8
years of professional experience
1
1
Certification
Work History
IT Support Specialist
ALPHA ANALYTICAL
Westborough, MA
04.2023 - Current
- Provided remote and onsite technical support for variety of desktop systems, including Windows and Mac OS X
- Configured and installed all types of hardware, such as laptops, PCs, and peripherals
- Troubleshot and resolved wide range of technical issues, from software to hardware problems
- Implemented and maintained efficient and secure network infrastructure
- Developed and maintained detailed technical documentation for future reference
- Utilized remote access tools to provide remote support for users
- Installed and configured software applications on computers
- Optimized system performance and provided preventive maintenance activities
- Responded to user inquiries regarding technical problems and system setup.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Delivered onsite technical support for over 200 employees.
- Updated software to safeguard against security flaws.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary down times.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Assisted with updating technical support best practices for use by team.
- Promoted efficiency among departments with prompt resolution of system issues.
Officer In-charge of ICT (OIC ICT)
Ministry of National Defense - Armed Forces of Liberia
Monrovia, Liberia
10.2017 - 05.2020
- Assisted in designing Ministry of National Defense website
- Assisted in designing and managing personnel database system
- Established intercommunication system with AFL headquarters and Ministry of Defense
- Coordinate all aspects of help desk and ticketing system.
- Liaise with other sister security service i.e., Liberian National Police, Liberian Immigration Service etc to create interoperable radio network communication system.
- Administer Internet and computer network system
- Designed and draft various forms and ICT Policies
- Training users on how to use new hardware and software
- Troubleshooting network, individual user hardware and software problems
- Setting up and repairing computer hardware and other associated devices such as printers and scanners.
- Oversaw IT department operations and training.
- Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
- Coordinated IT operations activities to deliver smooth flow of daily business needs.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Guided organizational technology strategy and roadmaps.
- Built, repaired and installed computer-related hardware based on deployment procedures.
- Oversaw daily performance of computer systems and immediately responded to technical issues to keep network up and running.
- Coordinated technical training and personal development classes for staff members.
- Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
- Demonstrated familiarity with latest hardware, software and networking technology.
Information Technology System Assistant
United Nations INTERIM FORCE In Lebanon (UNIFIL)
Tyre, Labanon
01.2016 - 01.2017
- Provided technical support for desktop and laptop hardware and software, network infrastructure and corporate productivity tools.
- Provide daily technical support to users of information management tools and technology infrastructure.
- Follow UN/UNIFIL standards for desktop, networks, security and to update UNIFIL/GHANBATT computing technology facilities including desktop, laptop, and operating systems;
- Handle troubleshooting and day to day servicing of clients’ practical needs; (iii) promote a client-oriented approach; (iv) review and guide on the use of new technologies. Within assigned authority, the Information and Communication Technology Assistant will be responsible for the following specific duties: • Ensure compliance with corporate information management and technology standards, guidelines, and procedures for the ROCA technology environment. • Assist with the elaboration of internal policies and procedures on the use of ICT. • Work towards moving the existing data and shared drives to central cloud-based options, as per the UN/UNODC standards and provisioning. • Provide support towards innovation using modern technology like AI, Machine Learning, Big Data, etc. • Ensure ICT security through restriction of administrative rights to prevent the loading of unauthorized software; ensuring that desktop, laptop and server passwords, and related policies and processes are in line with established UN/UNOICT standards. • Provide assistance towards effective functioning of the UNODC ROCA hardware and software packages. • Maintain equipment and acquisition of hardware supplies, make routine repairs and change of hardware electronic components. • Perform software distribution updates. • Perform desktop troubleshooting in conjunction with the Help Desk. • Assist with maintaining and supporting the integration of ICT approved software for high impact results (e.g., office management system, electronic registry, etc.). • Assist with operation network services such as DHCP, DNS and Active Directory, Squid. • Monitor Active Directory users and configuration of folder access rights on network shared drives. • Configure network printers and providing user access. • Maintain up-to-date parameters of information for the network clients and electronic mail. Provide technical support of Lotus Notes/Domino e-mail/application server under supervision of the HQ ITS personnel. • Troubleshoot and monitor network problems. Respond to user needs regarding network access. • Assist with backup and restoration procedures for the network shared drives. Maintain backup logs. Organize off-site storage of backups. • Assist with the maintenance and timely LAN Infrastructure and Internet connectivity upgrade to meet UNODC requirements. • Provide relevant ICT support to the UNODC Project offices in the Region. • Provide guidance and assistance with the procurement of new ICT equipment, assist with the provision of technical specifications and information on best options in both local and international markets, review of quotations and bids. • Maintain an up-to-date inventory of the software and hardware. • Maintain the library of reference materials. • Maintain the inventory and stock of supplies and spare parts in cooperation with Procurement unit personnel. • Assist with the identification and promotion of different systems and applications for optimal content management, knowledge management and sharing, information provision. • Support the organization of trainings for the ROCA operations and projects staff on ICT issues. • Assist with the collection and analysis of data as well as preparation of data presentations and reports for information sharing, responding to queries, knowledge management, planning and decision making. • Assist with visualizations and updating information material such as web pages, templates and reports. • Perform other work-related duties, as required.
Education
Bachelor of Arts - Information Technology Security
Swiss Management Center University
Switzerland12.2017
Skills
- Expert at upgrading, assembling, repairing, computers and accessories
- Excellent client service history
- Able to organize and manage time for multitasking on several repair and installation projects
- Expertise in Microsoft Office Suites, Windows, Mac OS, TCP/IP, LAN/WAN
- Database Management/Data Entry
- Hardware and Software diagnostics
- Customer Service
- Operating system management
- Installation of Network Cables
- Ticket support system management
Certification
- Huawei certification, HCIA - Routing and Switching
- Microsoft Certification, MCP, MCSA, MCSE
Tel
609-874 4656
Timeline
IT Support Specialist
ALPHA ANALYTICAL
04.2023 - Current
Officer In-charge of ICT (OIC ICT)
Ministry of National Defense - Armed Forces of Liberia
10.2017 - 05.2020
Information Technology System Assistant
United Nations INTERIM FORCE In Lebanon (UNIFIL)
01.2016 - 01.2017
Bachelor of Arts - Information Technology Security
Swiss Management Center University
- Huawei certification, HCIA - Routing and Switching
- Microsoft Certification, MCP, MCSA, MCSE
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