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
5
5
years of professional experience
4
4
Certifications
1
1
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, MD05.2020
Skills
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
Help Desk Analyst / Service Desk Tier 1
Braun Research Inc.
05.2024 - Current
Technology Support Specialist
Optum
01.2021 - 05.2024
Bachelor of Science -
Morgan State University
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