Ngoh Azeh
Hyattsville,MD
Summary
Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
3
3
years of professional experience
1
1
Certification
Work History
Help Desk Support Specialist
Union Home Mortgage
05.2022 - Current
- Enhanced customer satisfaction by promptly resolving over 50 technical issues and providing professional assistance.
- Streamlined help desk operations for increased efficiency and improved response times.
- Reduced ticket resolution time with thorough problem analysis and effective troubleshooting techniques.
- Collaborated with IT team members to develop comprehensive solutions for complex problems.
- Conducted regular training sessions for new help desk staff, ensuring consistent quality of service across team.
- Assessed client needs through active listening and asking probing questions, leading to accurate issue identification.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured hardware and granted system permissions to new employees.
- Optimized workflow processes, resulting in faster ticket resolutions and increased productivity by 15%.
IT Technical Support Specialist
Mosaic
02.2021 - 04.2022
- Enhanced system performance by identifying and resolving technical issues promptly.
- Optimized network infrastructure, resulting in improved connectivity and user satisfaction.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Implemented security measures to protect sensitive data and prevent unauthorized access or breaches.
- Responded to over 50 customer inquiries and provided technical assistance over phone and in person.
- Installed and configured operating systems and applications to set up work stations for employees.
- Maintained servers and systems to keep networks fully operational during peak periods
- Patched software and installed new versions to eliminate security problems and protect data.
Education
Bachelor of Science - Cybersecurity Management And Policy
University of Maryland Global Campus
Adelphi, MD05.2025
Skills
- Help Desk Software
- Operating Systems
- Adaptability
- Incident Management
- Active Listening
- Team Collaboration
- Customer Service
- Conflict Resolution
- Technical Troubleshooting
- Ticketing Systems
- Report Creation
- TCP/IP
- Attention to Detail
- Software Installation
- Problem Solving
- Active Directory
Certification
CompTIA Security +
CYSA in Progress
Timeline
Help Desk Support Specialist
Union Home Mortgage
05.2022 - Current
IT Technical Support Specialist
Mosaic
02.2021 - 04.2022
Bachelor of Science - Cybersecurity Management And Policy
University of Maryland Global Campus
Similar Profiles
Jay MeldrumJay Meldrum
Financial Operations Intern at Union Home MortgageFinancial Operations Intern at Union Home Mortgage
Christopher MulvennaChristopher Mulvenna
Senior Loan Officer at Union Home MortgageSenior Loan Officer at Union Home Mortgage
Ryan MaddenRyan Madden
Area/Regional Sales Manager at Union Home MortgageArea/Regional Sales Manager at Union Home Mortgage
Leslie LongLeslie Long
Mortgage Loan Officer at Union Home MortgageMortgage Loan Officer at Union Home Mortgage
Kiara N. WintKiara N. Wint
Line Server and Cashier at Carolina KitchenLine Server and Cashier at Carolina Kitchen