Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kwabena Poku

Saint paul,MN

Summary

Dynamic IT Help Desk Technician with proven expertise at Saint Paul College in software installation and user support. Enhanced operational efficiency through effective ticket management and remote support, while delivering exceptional customer service. Adept at managing user accounts in Active Directory, ensuring seamless IT experiences for non-technical users.

Overview

2
2
years of professional experience
1
1
Certification

Work History

IT Help Desk Technician

Saint Paul College
09.2023 - Current
  • Configured hardware, devices, and software to set up work stations for employees..
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Managing user accounts and groups by creating, modifying, and removing accounts, as well as organizing users into groups for easier administration using Active directory.
  • TDX ticketing system to manage and process support actions and requests.
  • Installed and configured operating systems and applications.
  • Managed hardware inventory, maintaining adequate numbers for recycling old machines to deploy new ones
  • Managed high levels of call flow and responded to technical support needs.

Guest Advocate

Target
03.2023 - Current
  • Handled returns and exchanges professionally, maintaining positive relationships with guests while adhering to company policies.
  • Increased guest satisfaction by engaging in friendly conversations and offering personalized recommendations.
  • Assisted coworkers when needed in various departments in order to maintain smooth functioning of the store.
  • Provided prompt assistance at checkout counters, reducing wait times for guests during peak hours.
  • Maintained a clean and inviting store environment, contributing to a pleasant shopping experience for guests.
  • Improved overall store appearance by maintaining cleanliness standards throughout the sales floor and common areas.
  • Collected and returned unpurchased or returned items to correct shelf locations and arranged displays to promote sales.

Education

Associate in Computer Network - Computer Networking

Saint Paul College
Saint Paul, MN
04-2026

Skills

  • Software installation
  • VPN configuration
  • IT documentation
  • Remote support
  • Software updates
  • Ticket management
  • Active directory
  • User support
  • Application installations
  • Customer service
  • Help desk support

Certification

IT Specialist - Networking

Timeline

IT Help Desk Technician

Saint Paul College
09.2023 - Current

Guest Advocate

Target
03.2023 - Current

Associate in Computer Network - Computer Networking

Saint Paul College

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