KOJO D. YEBOAH II

IT Support Specialist / Service Desk Analyst

Columbia,MD

Summary

Detail-oriented IT Support Specialist with 5+ years of experience delivering efficient technical support, endpoint administration, and system access management in enterprise environments. Proficient in Active Directory, Office 365, VPN, and ServiceNow, with a strong track record of reducing ticket resolution time and improving user satisfaction. Adept at troubleshooting hardware/software issues, documenting SOPs, and supporting Windows, macOS, and mobile platforms. Committed to continuous improvement and currently expanding skills toward Tier 2 support and endpoint management.

Overview

years of professional experience

Certifications

Language

Work History

Help Desk Analyst / Service Desk Tier 1

Braun Research Inc.

Princeton, NJ

05.2024 - Current

- Managed 50+ support tickets weekly using ServiceNow, achieving 90%+ first-contact resolution through accurate diagnostics and issue remediation.
- Initiated and led a micro-project to develop and standardize 5+ SOPs for common troubleshooting scenarios, reducing resolution time by 20%.
- Proactively self-assigned and prioritized critical tickets, resulting in faster response times for urgent issues.
- Delivered 1-on-1 support for internal users via phone, email, and MS Teams, handling 20+ calls/day and 50+ chat/email queries weekly.
- Resolved VPN, Active Directory lockouts, MFA/Duo issues, and connectivity problems daily, ensuring minimal disruption for remote workers.
- Collaborated with cross-functional teams to escalate high-severity incidents, contributing to better root cause analysis and systemic fixes.

Technology Support Specialist

Optum

01.2021 - 05.2024

- Supported healthcare professionals by resolving software/hardware issues, directly contributing to uninterrupted patient care operations.
- Delivered Tier 1 technical support via phone, email, and remote tools to over 500+ clinical and administrative staff.
- Created user accounts, configured server access, and reset credentials for system onboarding, contributing to over 300 successful user activations.
- Partnered with physicians and nurses to troubleshoot time-sensitive clinical software issues, ensuring compliance and functionality.
- Identified and documented recurring system issues, improving triage procedures and reducing duplicate tickets by 30%.
- Acted as liaison between tech teams and end users during systems upgrade rollouts, streamlining communications and feedback integration.

Education

Bachelor of Science -

Morgan State University

Baltimore, MD

05.2020

Skills

Ticketing: ServiceNow

Application support

Software: Office 365, ServiceNow, Active Directory, Outlook, Cisco AnyConnect, Duo, VMware, Zoom, Epic, SIEM

Browsers: Chrome, Edge, Firefox

Networking: LAN, VPN, DHCP, DNS, Mesh Wi-Fi Systems

Platforms: Windows 10 Enterprise, macOS, Android, iOS, Chrome OS

Methodologies: ITIL, Incident & Problem Management, Change & Release Management, Reporting & Analytics

Languages: JavaScript (basic scripting)

Network troubleshooting

Software installation

Technical issues analysis

Certification

- CompTIA A+ (Active)

Core Competencies

- Project & Incident Management - Help Desk Ticketing (ServiceNow) - Active Directory Administration
- Tier 1/2 Technical Support - VPN/Network Configuration - Documentation & SOP Creation
- Workflow Automation - Remote & In-Person Support - Customer Relationship Management

Timeline