Kwaku Frimpong-Amponsah
Aurora,IL
Summary
Professional with strong background in IT support, adept at troubleshooting and resolving technical issues efficiently. Demonstrates focus on teamwork and achieving results, adapting seamlessly to changing environments. Skilled in customer service, problem-solving, and technical communication, ensuring reliable support for users. Known for maintaining high standards and delivering impactful results.
Overview
14
14
years of professional experience
Work History
Service Desk Analyst/Help Desk Support
Catapult Solutions Group remote Intuit
11.2024 - 04.2026
- Provides support to end users for computer, application, system, device, access and hardware issues.
- Identifies, researches and resolves technical problems of moderate complexity.
- Responds to telephone, email and online requests for technical support.
- Documents, tracks, and monitors the problem using applicable systems and tools.
- Prior Service Desk or Desktop Support experience required
- Incident Management experience - ServiceNow
- Basic user & security group Active Directory administration, MS Exchange
- Strong knowledge of Microsoft based operating systems with emphasis on Windows 10
- Strong knowledge of Mac OS X operating system
- Experience with using and troubleshooting Outlook for Mac & PC and Office 365 (permissions, calendaring, delegation)
- Experience with using and troubleshooting Collaboration & Productivity tools Box, G-Suite, & Slack
- Familiarity supporting VPN issues
- Familiarity with wired and Wi-Fi Networking bound with Windows Active Directory
Helpdesk
DXC Technology
11.2024 - 09.2025
- Respond to user inquiries via phone, email, or self-service portals.
- Diagnosing and troubleshoot hardware, software, and network problems.
- Provide assistance with setting up and configuring computers, mobile devices, printers, and other peripherals.
- Problem Resolution:
- Escalate complex issues to higher-level support teams when necessary.
- Implement solutions and track incident resolution to completion.
- Documentation & Reporting:
- Create and maintain detailed records of technical issues and their resolutions.
- Contribute to the knowledge base with information on solutions and procedures.
- User Administration:
- Manage user accounts, including creation, modification, and deletion.
- Perform tasks like resetting passwords and setting user permissions.
- Collaboration & Improvement:
- Work with other IT departments to resolve chronic problems.
- Participate in cross-training and share knowledge with team members.
- Contribute to the improvement of service desk processes and documentation.
- Experience with MS Office, PC, Printer Support, Mobile Devices, ServiceNow, Bomgar Remote Console, SAP, Windows Server, BYOD, MFA/SDO Set up, VPN, Internet Browser (MS Edge/Chrome) troubleshooting, MS Teams, Zoom Support
Support Technician-IT Helpdesk Operations
Heartland Dental
03.2023 - 03.2024
- Supported a wide variety of IT needs within Heartland Dental as a help desk specialist, troubleshooting hardware, software, and network issues across Windows OS and Apple operating systems.
- Managed and maintained IT hardware and software functions within a structured support environment, echoing responsibilities of testbench lab and conference room equipment setups.
- Tracked daily work and projects using the customer service platform, ensuring precise logging of incidents while updating technical documentation to reflect new procedures.
- Resolved system issues related to password resets, Windows updates, and application configurations, employing skills in Active Directory, Office 365, and Azure for secure user provisioning and device management.
- Assisted with the implementation and support of new technology solutions, demonstrating strong networking, device management, and operational escalation support.
Remote IT Services Desk/End User Support
Slipstream IT
04.2022 - 11.2022
- Provide remote IT support and Help Desk Support via phone, email, and chat
- Manage incidents and requests within the ServiceNow, Freshservice or Zendesk ticketing systems
- Perform and document daily ticket follow-ups with end users within respective ticketing system
- Resolve username and password problems
- Perform uninstall/reinstall of approved software applications to devices
- Provide Multifactor Authentication, Single Sign-On and VPN Support
- Perform software and application support
- Provide remote hardware support for laptops, tablets, mobile devices, monitors, docking stations, printers, and accessories
- Experience supporting Microsoft 365, Windows 10, and Active Directory
- Mac OS experience
- Experience with the ServiceNow ticketing system
- Experience with Freshservice and/or Zendesk ticketing systems a plus
- Experience with remote access tools such as LogMeIn, TeamViewer, and Take Control
- Experience Remotely troubleshooting windows hardware and software break/fix issues
- 2-3 years of progressive experience in a Technical Support role with MSP or call center IT support environment
- Technical proficiency with common hardware, software, and technologies: Windows, Office, iOS, laptops, tablets, Mobile Device Management (MDM), VPN, Wi-Fi, etc.
- Knowledge of Active Directory, Azure, O365, MFA, SSO, networking and server concepts
Information Technology Help Desk
Primosis Services Corporation
10.2021 - 01.2022
- Respond to telephone calls, email, and personal requests from internal staff for technical support in a prompt friendly manner with the ability to explain technical situations to non-technical individuals
- Troubleshoot & support software applications, various hardware/software configurations and run appropriate testing & diagnostics, password resets
- Identify, research, and resolve technical problems and escalate problems to other support teams when necessary.
- Maintaining an Asset Database and track changes.
- Document incidents/problems and clearly document the issue, troubleshooting steps taken, and comments in an incident management system.
- Contribute to Knowledge Base Support documentation to aid in the resolution & fulfillment processes related to Incident Management & Service Request Management.
- Escalate unresolved calls to the infrastructure support team.
IT Infrastructure Service Delivery Analyst
Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
01.2017 - 07.2021
- Deliver 1st Line Service Desk support (break / fix problems and service requests) efficiently and in accordance with agreed service levels, standards and processes, working remotely and locally with business users.
- Images, installs and troubleshoots end user computing equipment such as PCs, laptops, tablets, mobile devices, scanners, printers, and new technology as deployed.
- Diagnoses hardware, software, printing, and network connectivity issues including LAN, WAN, WLAN and VPN access in a Windows 7environment, offering a variety of level 1 solutions over the phone. Using remote control tools assists customers when needed.
- Tests systems and/or programs by preparing tests plans and data, conducting test runs, reviewing input and output data for accuracy and validity, determining causes / system failure and making necessary changes to ensure the validity of the system or program prior to implementation or deployment.
- Set up equipment for users use, performing or ensuring proper installation of cables, operating systems, and software.
- Remotely connect to user computers and assist with resolving issues as necessary.
- Assist with all technology equipment required to effectively setup and manage a jobsite (webcam, time-lapse cameras, TV screens, etc.)
- Ability to troubleshoot and resolve technical problems related to end user device hardware, software applications, network infrastructure, operations and other IT disciplines.
- Experience working with Citrix, VPN, RSA, Outlook, Remote Management Tools
- Support, troubleshoot and maintain various IT Network resources/devices for end users such as IP Cisco Phone, Verbal Recording Software, and Win10 / VDI / Wyse terminal support.
IT Support
Aon Hewitt
08.2016 - 12.2016
- Provided helpdesk/remote IT support and troubleshooting and managed assets.
- Supported PC/Laptop/Phone/Printer/mobile phone hardware, Windows Desktop & Business Applications; Server administration, Active Directory maintenance (add/delete user/group policy); Backup Server administration.
- Logged, tracked, updated, resolved, and escalated Service Center incidents and requests.
- Installed/rebuilt systems, ran diagnostics, distributed hardware, and performed software installations and upgrades.
- Replaced computer keyboards, mice, and scanners, installed RAM.
- Strong experience with system security including management of Certificates, WSE, NTFS, BitLocker, and Share level Permissions.
- Managed inventory of spare end-users’ devices for configuration and same-day shipping to end-user when required.
- Experience using ticketing system (ServiceNow), remote software, Active Directory, and Printer connectivity.
Help Desk/Virtual Data Migration Technician (contract)
Automating Process Data (ADP)
07.2016 - 10.2016
- Supported internal clients via phone and helped new hires login/start using their PCs.
- Documented, maintained, upgraded, and replaced hardware & software systems.
- Analyzed, troubleshooted, and repaired computer systems and hardware.
- Supported and maintained user account information including rights, security, and system group (Active Directory)
- Decommissioned, refurbished, shipped, and received PCs.
- Reimaged PCs, desktops, and laptops
- Delivered tags, setup, and assisted in the configuration of PC desktop hardware, software, and peripherals.
- Surveyed equipment to determine if upgrade was needed, configured/deployed new laptops/desktops, and updated equipment changes in the company database.
- Inventory, counting PCs and other tasks assigned by the manager.
IT Support
AT&T
Arlington Heights, IL
03.2015 - 08.2016
- Provided helpdesk/remote IT support and troubleshooting and managed assets.
- Supported PC/Laptop/Phone/Printer/mobile phone hardware, Windows Desktop & Business Applications; Server administration, Active Directory maintenance (add/delete user/group policy); Backup Server administration.
- Logged, tracked, updated, resolved, and escalated Service Center incidents and requests.
- Installed/rebuilt systems, ran diagnostics, distributed hardware, and performed software installations and upgrades.
- Replaced computer keyboards, mice, and scanners, installed RAM.
- Strong experience with system security including management of Certificates, WSE, NTFS, BitLocker, and Share level Permissions.
- Managed inventory of spare end-users’ devices for configuration and same-day shipping to end-user when required.
- Experience using ticketing system (ServiceNow), remote software, Active Directory, and Printer connectivity.
CMS Help Desk/Call Center/Customer Support (contract)
- First point of contact for customers
- Customer verification, problem validation, and documentation
- Ticket management
- Interfaced with internal and external AT&T/Vendors
- Adhered to SLAs, processes, and tools.
- Basic troubleshooting for routers, outlook, Excel, Word
IT Tier 1 Support Representative/Help Desk
Metamation CAD/CAM | Elk Grove Village, IL
Elk Grove Village, IL
01.2015 - 03.2015
- Escalated customer cases to tier 2 technical team and record customer cases and activity in the CRM software
- Signed up customers of Annual Maintenance Contracts (AMC)
- Installed software online for new customers and setup Client/Server software.
- Sent maintenance renewal notices to customers when needed.
- Installed windows applications on servers, VPN, Salesforce ticketing system, clients, and prepared software installation and shipments for new orders.
- Contacted customers through inbound calls, chat, and Outlook email to resolve customer support cases.
IT Desktop Support Analyst (contract)
CVS Caremark | Mount Prospect, IL
Mount Prospect, IL
08.2014 - 12.2014
- Installed hardware and peripheral components including disk drives, printers, keyboards, and monitors.
- Installed software packages included networking components, operating systems, and office applications.
- Provided technical support for all computing hardware, (desktop, laptops, tablets, mobile phones, and printers) operating systems, and associated software applications.
- Resolved software and hardware failures and determined network problems.
- Built and installed PCs, telephone systems, wireless networks, and peripheral devices (printers, scanners, mobile/smart phones) related to desktop infrastructure in accordance with department standards.
- Assisted in troubleshooting LAN, WAN, and WAN connectivity issues.
- Developed expertise on Windows XP, Vista, 7, Mac OSX, and Windows Server products.
- Configured peripheral equipment, installed software, and configured Wi-Fi/LAN, and resolved access issues and other issues as required.
Network Analyst (Network Operation Center) (contract)
Wind Stream | Schaumburg, IL
Schaumburg, IL
08.2014 - 10.2014
- Provided operational support for Wind Stream’s service provider data network.
- Took call captures via the Media servers (CR) and checked for call quality (Jitters, Static, etc.)
- Perform call trace and analyze the SIP messaging between Wind Stream’s and the customer/Interexchange carrier’s equipment.
- Handled 20-25 incoming calls/emails to open tickets using Remedy for customers daily.
- Analyzed calls setup using network traffic analyzer tools IRIS and IAS
Help Desk Analyst (contract)
DeVry Education Group | Oakbrook, IL
Oakbrook, IL
08.2012 - 12.2012
- Managed user accounts in Active Directory (add/delete/transfer), Google (e.g., email group assignments) and other systems as appropriate.
- Created Help Desk tickets using Remedy based on the users’ system’s issues and level or priority and assigns it to a PC Technician for resolution.
- Troubleshot hardware and software issues on workstations, laptops, and personal technology devices running Windows.
- Assigned users and computers to proper groups in Active Directory
- Provided technical support (hardware troubleshooting and standard software installation) via email, phone, and hands-on for local and remote users.
Education
Bachelor of Science -
Coursera
10-2024
Google IT Professional Certification - Computer and Information Sciences and Support Services
Master of Science (MS) - Computer Science
University of Phoenix
02-2018
B.A.Sc. - Computer Information Systems Security
Westwood College
Woodridge, IL05-2012
Skills
- Technical Troubleshooting & Support: Computer Hardware Troubleshooting, Help Desk Support, Troubleshooting, Windows Troubleshooting, MacOS Troubleshooting
- Systems Administration & Device Management: Active Directory, System Administration, Device Management Tools, Google Workspace Administration, Network Infrastructure Support
- Operating Systems & Software: Windows 7, Windows Server 2008, Windows Server 2003, Linux, Microsoft Office, VMware, Visio, Databases, installations, Printers, Load hard-drive, cd drive and dvd drive
- Asset & Facility Management: Conference Room Management
- Remote technical support
- Incident management
- Client relationship management
- Network troubleshooting
Timeline
Service Desk Analyst/Help Desk Support
Catapult Solutions Group remote Intuit
11.2024 - 04.2026
Helpdesk
DXC Technology
11.2024 - 09.2025
Support Technician-IT Helpdesk Operations
Heartland Dental
03.2023 - 03.2024
Remote IT Services Desk/End User Support
Slipstream IT
04.2022 - 11.2022
Information Technology Help Desk
Primosis Services Corporation
10.2021 - 01.2022
IT Infrastructure Service Delivery Analyst
Blue Cross and Blue Shield of Illinois, Montana, New Mexico, Oklahoma & Texas
01.2017 - 07.2021
IT Support
Aon Hewitt
08.2016 - 12.2016
Help Desk/Virtual Data Migration Technician (contract)
Automating Process Data (ADP)
07.2016 - 10.2016
IT Support
AT&T
03.2015 - 08.2016
IT Tier 1 Support Representative/Help Desk
Metamation CAD/CAM | Elk Grove Village, IL
01.2015 - 03.2015
IT Desktop Support Analyst (contract)
CVS Caremark | Mount Prospect, IL
08.2014 - 12.2014
Network Analyst (Network Operation Center) (contract)
Wind Stream | Schaumburg, IL
08.2014 - 10.2014
Help Desk Analyst (contract)
DeVry Education Group | Oakbrook, IL
08.2012 - 12.2012
CMS Help Desk/Call Center/Customer Support (contract)
Google IT Professional Certification - Computer and Information Sciences and Support Services
Master of Science (MS) - Computer Science
University of Phoenix
B.A.Sc. - Computer Information Systems Security
Westwood College
Bachelor of Science -
Coursera