Musa Seidu
Houston,TX
Summary
Dynamic IT professional with extensive experience as a Computer User Support Specialist at Janus International, recognized for advanced troubleshooting and end-user support. Successfully led workstation upgrades that enhanced processing speed by 30%, while achieving a 98% customer satisfaction rating through exceptional technical support. Proficient in Citrix and Linux, with a strong focus on fostering team productivity and ensuring seamless technology experiences. Committed to leveraging expertise in problem-solving and communication to drive customer satisfaction and support organizational success.
Overview
15
15
years of professional experience
1
1
Certification
Work History
Desktop Support Engineer III
Janus International Corporation
Houston, Texas
02.2021 - Current
- Provide remote support for troubleshooting Mac and Windows operating systems, applications, and network connectivity issues.
- Install, configure, and maintain workstation hardware and network peripheral devices to ensure optimal performance.
- Utilize IT support tools and project management software to diagnose and resolve hardware, software, and networking issues, minimizing downtime.
- Collaborate with hospital staff and vendors to address complex technical issues, and maintain detailed documentation of incidents and resolutions.
- Led a project to upgrade 200+ workstations, resulting in a 30% increase in processing speed and user satisfaction.
- Implemented a new ticketing system that reduced response time by 25%.
- Received the 'Employee of the Month' award twice for outstanding service and dedication.
- Monitored system performance and implemented optimizations, leading to an improvement in user satisfaction.
IT Support Analyst
Prince George Community Human Services
Beltsville, MD
05.2019 - 03.2021
- Collaborated with end users to identify needs and delivered high-quality PC service, ensuring exceptional user satisfaction and support
- Provided comprehensive training and support to hospital staff on computer operations and troubleshooting, enhancing overall productivity
- Assessed, tested, and developed maintenance procedures for operating systems and software, improving IT system efficiency and reliability
- Managed and resolved over 20 incoming support requests daily, prioritizing and addressing PC and hardware issues in a timely manner
- Developed a training program for new hires, reducing onboarding time by 40%
- Spearheaded a network optimization project that improved connectivity by 15%
- Recognized for exceptional customer service with a 98% satisfaction rating
IT Support Technician
General Dynamics IT
Bethesda, MD
04.2017 - 05.2019
- Documented and maintained workflows in the ticket management system, ensuring efficient issue resolution and adherence to escalation policies
- Diagnosed and resolved Mac and Windows application and networking issues, reducing downtime and improving productivity, while providing high-quality support to VIPs and senior management
IT Support Specialist
Tech Solutions Inc.
Austin, TX
01.2013 - 03.2017
- Provided technical support for Windows and Mac operating systems, ensuring seamless operation and user satisfaction
- Assisted in the deployment and maintenance of network infrastructure, contributing to a 20% increase in system efficiency
- Trained new staff on IT protocols and software applications, enhancing team productivity and knowledge sharing
- Managed and resolved an average of 30 support tickets daily, maintaining a high level of customer service and technical expertise
- Designed a knowledge base that reduced support ticket volume by 20%
- Implemented a remote support solution, increasing efficiency by 35%
- Achieved a 100% resolution rate for critical issues within SLA timeframes
Junior IT Technician
Innovative Tech Solutions
Dallas, TX
01.2010 - 12.2012
- Assisted in the installation and configuration of computer systems and applications, supporting over 100 users
- Conducted routine maintenance and updates to ensure optimal system performance and security compliance
- Provided first-level support for hardware and software issues, achieving a 95% resolution rate on first contact
- Collaborated with senior technicians to implement new IT solutions, enhancing operational efficiency by 15%
- Assisted in the rollout of a new company-wide software, training 150+ employees
- Developed a troubleshooting guide that improved first-contact resolution rates by 10%
- Participated in a cross-functional team to enhance IT service delivery
Education
Master of Science - Computer And Information Systems Security
University of Maryland, Baltimore County
Baltimore, MD02-2023
Bachelor of Science - Finance Management and Leadership
Legon University
Accra, Ghana01.2017
Skills
- Citrix
- Linux
- Azure Entra
- CommandLink
- Windows
- Jira
- Workday
- Salesforce
- ServiceNow (SNOW)
- Technical support expertise
- Smartsheet
- ConnectWise
- SolarWinds
- Advanced troubleshooting
- MSSQL
- Oracle
- PowerShell
- MS Office
- MS Teams
- Slack
- SharePoint
- Application installations
- End user support
- Software installation
Certification
- CompTIA A+
- CompTIA Security +
- CompTIA Network +
- CompTIA TECH +
- Microsoft Certified: Azure Administrative Associate
- CISSP
Languages
English
Full Professional
Timeline
Desktop Support Engineer III
Janus International Corporation
02.2021 - Current
IT Support Analyst
Prince George Community Human Services
05.2019 - 03.2021
IT Support Technician
General Dynamics IT
04.2017 - 05.2019
IT Support Specialist
Tech Solutions Inc.
01.2013 - 03.2017
Junior IT Technician
Innovative Tech Solutions
01.2010 - 12.2012
Master of Science - Computer And Information Systems Security
University of Maryland, Baltimore County
Bachelor of Science - Finance Management and Leadership
Legon University
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