Summary
Overview
Work History
Education
Skills
Certification
Timeline
Generic

Kwasi Appiah-Danquah

Chicago,IL

Summary

Versatile Computer Engineer conversant in all aspects of [Type] business operation and development. Eager to grow alongside companies' IT needs and technical arsenals. Committed to maintaining maximum uptimes and optimal operational efficiencies through budget-friendly oversight and effective technical expertise.

Overview

5
5
years of professional experience
1
1
Certification

Work History

COL Technician

DePaul University
08.2021 - 06.2023
  • Conducted daily maintenance testing on three teaching and recording equipment pieces in COL-enabled classrooms, resulting in 100% functionality and smooth operations for faculty and students
  • Provided on-call technical support for 10 DePaul professors and staff per day, guaranteeing that all COL-enabled teaching facilities across both University Campuses were fully operational at all times
  • Collaborated with a team of 10 technical support specialists to troubleshoot and resolve an average of 10 daily technical issues related to classroom audio and visual equipment, resulting in minimal disruptions to teaching sessions.
  • Customized software, hardware and network configurations based on customer needs.
  • Planned system testing and debugging cycles.
  • Modified system configurations for production, staged, and test applications.
  • Took initiative to improve system and configuration support for internal and external customers.
  • Worked in Agile environment with multiple team members to deliver iterations on schedule.
  • Identified potential code defects using static and dynamic analysis tools.
  • Designed system upgrade frameworks to minimize operational disruptions and prioritize impactful improvements to business processes.
  • Inspected third-party equipment installations to verify correct and consistent operations performance.
  • Monitored and tested application performance to identify potential bottlenecks, develop solutions and collaborate with developers on solution implementation.
  • Provided 2nd and 3rd level technical support and troubleshooting to internal and external clients.

Technical Support Engineer

Ericsson
09.2018 - 02.2020
  • Responded to an average of 20 daily client inquiries via phone and email, ensuring prompt resolution of issues and providing accurate answers to questions, resulting in a customer satisfaction rate of 95%
  • Conducted monthly network and system health checks for over 50 customers, proactively identifying potential security risks and vulnerabilities, resulting in enhanced data protection measures
  • Troubleshoot 10 client network issues daily using SSH and Telnet clients, effectively diagnosing connectivity problems and ensuring optimal network functionality
  • PROJECTS
  • Information Architecture and Content Strategy Class Team Project| Optimal Workshop, Axure | HCI Class at DePaul University
  • Developed Card Sorts, Chalkmark testing, and Tree Tests for a Car rental System
  • Successfully used the results from the Card Sorts, Chalkmark testing, and Tree Tests to create a Prototype for the Car Rental System.
  • Tested new software and hardware prior to deployment.
  • Patched software and installed new versions to eliminate security problems and protect data.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Offered assistance in implementing and developing training programs.
  • Removed malware, ransomware, and other threats from laptops and desktop systems.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Assisted in development of system security protocols.
  • Maintained servers and systems to keep networks fully operational during peak periods.

Education

Masters of Computer Science -

DePaul University
Chicago, IL

Bachelor of Science - Computing

Buckinghamshire New University High Wycombe

Skills

  • Microsoft Office (Word, Excel) Technical troubleshooting SQL Git
  • Wireshark Google Workspace Customer Service Linux Java ServiceNow Basic Flight Dispatch Certificate PuTTyFileZillaGithub
  • Bug Fixes
  • Operational Requirements
  • Manual Testing
  • Technical Support and Assistance
  • Disaster Recovery Operations
  • Component Replacements
  • User Acceptance Testing (UAT)
  • Data Connectivity
  • Model-Based System Engineering
  • Data Integrity
  • Windows Servers

Certification

Technical Support Fundamentals(Certificate of Completion) by Coursera July 2022 Faculty/Staff/OutsideCollaborators/Student(Certificate of Completion) by CITI Program October 2022

Timeline

COL Technician

DePaul University
08.2021 - 06.2023

Technical Support Engineer

Ericsson
09.2018 - 02.2020

Masters of Computer Science -

DePaul University

Bachelor of Science - Computing

Buckinghamshire New University High Wycombe

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Kwasi Appiah-Danquah