Summary
Overview
Work History
Education
Skills
Websites
Accomplishments
Certification
Languages
Timeline
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LOUIS MENSAH

Aurora

Summary

Driven IT professional with a proven track record at BOOST, enhancing customer satisfaction and reducing support workload through expert application support and exceptional problem-solving skills. Skilled in software installation, IT documentation, and maintaining professionalism under pressure. Achieved a significant boost in first-call resolution rate, demonstrating a results-oriented approach and strong technical acumen. Results-oriented achiever with proven ability to exceed targets and drive success in fast-paced environments. Combines strategic thinking with hands-on experience to deliver impactful solutions and enhance organizational performance.

Security professional with a solid background in protecting assets and ensuring safety. Proven ability to assess risks, manage security protocols, and respond effectively to incidents. Strong focus on collaborative team efforts and adapting to evolving security needs. Reliable and skilled in surveillance, access control, and emergency response.

Experienced with conducting surveillance and managing access control to prevent unauthorized entry. Utilizes strong observational skills to identify and address potential security threats effectively. Knowledge of emergency response procedures, ensuring swift and appropriate action during incidents.

Knowledgeable [Desired Position] with solid background in maintaining secure environments. Proven track record of effectively managing access control, conducting thorough patrols, and resolving security incidents promptly. Demonstrated expertise in surveillance and risk assessment, ensuring safety and security of assets and personnel.

Security professional with thorough understanding of implementing and maintaining security protocols. Known for reliability, flexibility in adapting to dynamic environments, and strong focus on collaborative efforts to achieve results. Adept in surveillance, incident response, and conflict resolution, bringing balanced approach to team alignment and operational efficiency.

Security-focused and diligent Guard skilled at protecting personnel and premises. Responds and acts appropriately to situational assessments, including criminal acts and fire and medical emergencies remaining alert, attentive and vigilant at all times. Anticipates trouble and takes steps to intervene and diffuse using keen eye for detail.

Overview

15
15
years of professional experience
1
1
Certification

Work History

Security Officer

Intermountain Healthcare Saint Joseph Hospital
10.2024 - Current
  • Assisted patients and secure hospital Facilities experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Acted quickly during emergencies to reduce the opportunity for damage and injury.
  • Greeted guests professionally and courteously to cultivate a welcoming atmosphere while making safety top priority.
  • Checked and verified photo identification before granting facility access.
  • Oversaw daily monitoring and patrolled buildings, grounds, and work sites.
  • Checked the identification of persons entering and exiting the facility to eliminate unauthorized visitors.
  • Reported suspicious activities and persons to law enforcement.
  • I have award for love award through intermountain hospital
  • Greeted guests professionally and courteously to cultivate a welcoming atmosphere while making safety top priority.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Patrolled and monitored premises in company vehicle, on bicycle, and on foot.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Provided excellent customer service while addressing visitor inquiries or concerns related to facility safety or access control procedures.
  • Used ticketing systems to manage and process support actions and requests.
  • Prevented unauthorized access to facilities by enforcing strict entry protocols and verifying identification.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.
  • Maintained a safe environment for employees and visitors through continuous risk assessment and threat analysis.

IT Help Desk Technician

BOOST
02.2020 - 08.2024
  • Configured hardware, devices, and software to set up work stations for employees.
  • Reduced downtime for end-users by quickly diagnosing and resolving hardware and software issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Enhanced customer satisfaction by promptly addressing IT issues and providing timely solutions.
  • Maintained accurate records of all help desk interactions, allowing for improved analysis of recurring issues and identification of areas requiring additional support resources.
  • Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
  • Provided exceptional customer service by consistently following up with users to ensure their issues were fully resolved.
  • Performed tests of functionality, security, and performance of different workstations and devices.
  • Assisted in system migrations, ensuring minimal downtime and a smooth transition for all users involved.

Help Desk Support Representative

Blue Apron
03.2017 - 01.2020
  • Improved customer satisfaction by efficiently resolving technical issues and providing timely support.
  • Boosted first-call resolution rate by carefully listening to the user's issue and applying appropriate solutions.
  • Identified recurring issues and proposed long-term solutions to prevent future occurrences, reducing overall support workload.
  • Trained new help desk representatives, ensuring a consistent level of high-quality service across the team.
  • Served as a reliable point of contact for users experiencing technical difficulties during non-business hours or peak times, maintaining accessibility on a 24/7 basis when necessary.
  • Mitigated potential security risks by promptly identifying phishing attempts or malware infections in client systems.
  • Ensured smooth operations within the organization by assisting employees with technology-related questions, problems, or requests.
  • Delivered exceptional service to clients by patiently addressing concerns and troubleshooting problems effectively.
  • Documented resolutions clearly for future reference, facilitating faster problem-solving in similar situations.

Technical Support Representative

GROWTHSI COMPANY
06.2012 - 03.2017
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Improved customer satisfaction by providing timely and accurate technical support for various software and hardware issues.
  • Resolved complex technical problems through effective troubleshooting techniques, enhancing the user experience.
  • Maintained a high level of expertise on company products, ensuring accurate information was provided to customers at all times.
  • Documented customer interactions in detail within the case management system, ensuring comprehensive records were maintained for future reference.
  • Used ticketing systems to manage and process support actions and requests.
  • Delivered exceptional customer service by quickly addressing concerns and providing clear, concise explanations of technical solutions.

Customer Service Representative

Walmart
09.2010 - 05.2011
  • Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
  • Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
  • Handled escalated calls efficiently, finding satisfactory resolutions for both customers and the company alike.
  • Responded to customer requests for products, services, and company information.
  • Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
  • Developed strong product knowledge to provide informed recommendations based on individual customer needs.
  • Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
  • Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
  • Assisted customers in navigating company website and placing online orders, improving overall user experience.

Education

No Degree - Software Systems

HYPERLINKS UNIVERSITY
Newark, NJ
04.2020

Bachelor of Science - Software Engineering

UNIVERSITY OF GHANA LEGON
05.2010

Skills

  • Software Installation
  • VPN Configuration
  • Printer setup
  • Application support
  • IT Documentation
  • Hardware Repair
  • Remote Support
  • Security Protocols
  • Mobile Device Support
  • Network Connectivity
  • System diagnostics
  • Software Updates
  • Security guard license

Accomplishments

  • Established and maintained anti-hijack and major theft protocol.
  • Completed a two-week security training program.
  • Resolved product issue through consumer testing.
  • Supervised a team of [Number] staff members.
  • Documented and resolved [Issue], which led to [Results].
  • Completed a two-week security training program.
  • Achieved [Result] through effectively helping with [Task].
  • Achieved [Result] by completing [Task] with accuracy and efficiency.
  • Achieved [Result] by introducing [Software] for [Type] tasks.

Certification

Security License

soft wear Engerening

High Diploma

Degree

Languages

English
Full Professional

Timeline

Security Officer

Intermountain Healthcare Saint Joseph Hospital
10.2024 - Current

IT Help Desk Technician

BOOST
02.2020 - 08.2024

Help Desk Support Representative

Blue Apron
03.2017 - 01.2020

Technical Support Representative

GROWTHSI COMPANY
06.2012 - 03.2017

Customer Service Representative

Walmart
09.2010 - 05.2011

Bachelor of Science - Software Engineering

UNIVERSITY OF GHANA LEGON

No Degree - Software Systems

HYPERLINKS UNIVERSITY