Nana Kodom-Ayensu
Bolingbrook,IL
Summary
Solution-focused Technical Support Engineer known for high productivity and efficient task completion. Possess specialized skills in network troubleshooting, software configuration, and system diagnostics. Excel in problem-solving, communication, and team collaboration, ensuring seamless operations and client satisfaction.
Overview
4
4
years of professional experience
1
1
Certification
Work History
Technical Support Engineer
FIT Technologies
Chicago, IL
12.2023 - Current
- Provided technical assistance and support to clients of FIT Technologies across the state of IL, including troubleshooting hardware and software issues, network configurations, and system upgrades.
- Installed, maintained, and repaired desktop hardware, network equipment, and PC peripherals to optimize client systems, and improve performance.
- Managed service calls, met SLA time frames at 99.9%, and maintained strong client relationships to ensure customer satisfaction.
- Increased client satisfaction through timely and accurate progress updates, routine maintenance following industry standards, and efficient equipment liquidations.
IT Service Technician
Insight Enterprises
Hanover Park, IL
05.2022 - 12.2023
- Install, configure, repair, and test system and communication equipment, including hardware and software configurations.
- Diagnose issues and resolve them efficiently to minimize customer downtime.
- Set up and test hardware at customer sites, ensuring functionality, and troubleshooting any problems.
- Complete service documentation for accurate billing, and timely return of defective parts in line with warranty or contract terms.
- Prepare and return defective parts to vendors, completing the required paperwork according to company policies.
Desktop Support Technician
Zebra Technology
05.2021 - 10.2021
- Provide technical support for onsite and remote users for all desktop hardware and software
- Configure, install, upgrade, maintain, and troubleshoot supported hardware and software, including PCs, printers, handheld Android scanners, and phones.
- On-board and off-board employees including the provisioning and deprovisioning of users in Active Directory, Microsoft 365 (formally Office 365), VOIP telephones and other accounts and services
- Assist with other technology related projects, deployments, and issues as directed
Education
Bachelor of Arts - Liberal Arts
Grandview University
Des Moines, IA05.2021
Associate of Science - Information Systems
Rock Valley College
Rockford, IL05.2019
Skills
- Languages: Java, Python, SQL
- Operating Systems: Linux, Windows, MacOS, Android, iOS
- Ticketing Systems: Service Now, SAP, AutoTask
- Office 365 Admin
- TCP/OSI Model
- Splunk, Wireshark, Network Security, Security Protocols,SIEM tools
Certification
November 2022 Project Management Google
July 2023 Cybersecurity Certificate Coursera
Timeline
Technical Support Engineer
FIT Technologies
12.2023 - Current
IT Service Technician
Insight Enterprises
05.2022 - 12.2023
Desktop Support Technician
Zebra Technology
05.2021 - 10.2021
November 2022 Project Management Google
July 2023 Cybersecurity Certificate Coursera
Bachelor of Arts - Liberal Arts
Grandview University
Associate of Science - Information Systems
Rock Valley College
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