Ohemeng Takyi-Abeam Bernard
Desktop support
Paterson,NJ
Summary
Proven IT professional with extensive experience at RX Info Sys, adept in hardware installation and network troubleshooting. Excelled in enhancing system efficiency and user training, significantly improving productivity. Known for exceptional problem-solving abilities and teamwork, consistently delivering solutions that exceed employer expectations. Confident Computer Technician with expertise in help desk environments, assisting both employees and customers with technical issues. Versatile IT Technician ready to fix faulty hardware, install new assets and support continuous business operations. Adapts to rapidly changing work situations and employee realities. Consistently beneficial to all technical operations and technological procedures. Equipped with strong problem-solving abilities, willingness to learn, and excellent communication skills. Poised to contribute to team success and achieve positive results. Ready to tackle new challenges and advance organizational objectives with dedication and enthusiasm.
Overview
5
5
years of professional experience
Work History
IT Technician , Trainer
RX Info Sys, National Electronic Pharm. Platorm
Sunyani, Ghana
09.2023 - 09.2024
- Maintained office PCs, networks and mobile devices.
- Set up PCs, projectors, and microphones for use in video conferencing rooms.
- Established, repaired and optimized networks by installing wiring, cabling and devices.
- Provided remote technical support, resolving issues quickly without requiring onsite visits whenever possible.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Enhanced user experience with thorough troubleshooting and resolution of hardware and software problems.
- Monitored systems in operation and quickly troubleshot errors.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Used Software to design training for Type employees and increase company retention and productivity rates Number%.
- Created and oversaw Type training programs for operations.
- Developed and implemented successful onboarding program.
- Developed job-specific competencies and performance standards.
- Facilitated virtual, in-person and blended learning sessions.
- Trained and mentored Number new personnel hired to fulfill various roles.
- Provided coaching and mentoring to employees.
- Oversaw the administration of online learning platforms, ensuring seamless user experiences for trainees at all levels.
- Identified and recommended staff for key positions and departments.
- Introduced standardized training for cohesive learning environments.
- Developed customized training materials for various industries, ensuring relevance to the target audience.
- Scheduled and taught in class and online courses to increase learning opportunities.
- Provided one-on-one mentoring to help individuals reach their full potential within the organization.
- Researched and identified solutions to technical problems.
- Configured and tested new software and hardware.
- Created user accounts and assigned permissions.
- Installed and configured operating systems and applications.
- Participated in on-call rotation to ensure 24/7 availability of technical support for mission-critical systems.
- Streamlined IT support processes, resulting in increased productivity within the department.
Desktop Support Engineer
SDA HOSPITAL
Sunyani, Ghana
10.2022 - 01.2024
- Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Configured hardware, devices, and software to set up work stations for employees.
- Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
- Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Patched software and installed new versions to eliminate security problems and protect data.
- Maintained inventory of installed desktop hardware and software components to keep records accurate and updated.
- Monitored systems in operation and quickly troubleshot errors.
- Troubleshot potential problems and eliminated before issues escalated or cascaded.
- Provided comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
- Analyzed issues to identify troubleshooting methods needed for quick remediation.
- Relocated and configured desktop computer devices and phones to facilitate office moves and new employee workstations.
- Managed inventory of IT assets including hardware components and software licenses to maintain accurate records and ensure compliance with company policies.
- Monitored system performance to maintain system integrity.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Walked individuals through basic troubleshooting tasks.
- Configured and installed computer systems for other sub-organizations.
- Performed data backups regularly to safeguard critical information against loss or corruption due to system failures or security breaches.
- Optimized PC performance through regular updates, patches, and system upgrades.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Documented and updated known fixes in knowledge base for future reference.
- Collaborated with the IT team on network infrastructure improvements, resulting in reduced service interruptions.
- Developed and implemented bug fixes and patch sets for existing web applications.
- Assisted in the planning and execution of office relocations, ensuring minimal disruption to business operations during the transition period.
- Maintained support policies and methods of support delivery to provide technically accurate solutions to users.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Created user accounts and assigned permissions.
- Configured and tested new software and hardware.
- Researched and identified solutions to technical problems.
- Monitored system performance to identify potential issues.
- Assisted in development of system security protocols.
ICT Classroom Teacher, Computer Lab Technician
Sunyani Senior High School
Sunyani , Ghana
01.2022 - 04.2022
- Established a positive learning environment where students felt comfortable taking risks, asking questions, and sharing their ideas openly during class discussions or group activities.
- Improved students'' critical thinking skills by designing project-based learning experiences and real-world problem-solving tasks.
- Collaborated with teachers and therapists to develop individualized educational plans for each student, ensuring optimal progress.
- Collaborated with colleagues to develop interdisciplinary curriculum units that connected subject matter across multiple content areas.
- Assisted in creating a safe and nurturing classroom environment that promoted emotional well-being and academic growth for all students.
- Supported students in developing social skills through structured activities and positive reinforcement techniques.
- Provided one-on-one support for students with learning disabilities, enabling them to excel in their coursework.
- Mentored new teachers on effective instructional practices, classroom management techniques, and professional development opportunities within the school community.
- Participated in ongoing professional development workshops to stay current with educational trends, emerging technologies, and best teaching practices.
- Assisted in development of system security protocols.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Helped streamline repair processes and update procedures for support action consistency.
- Patched software and installed new versions to eliminate security problems and protect data.
- Tested new software and hardware prior to deployment.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Configured and tested new software and hardware.
- Monitored system performance to identify potential issues.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed, configured and maintained computer systems and network connections.
- Installed and configured operating systems and applications.
- Diagnosed and troubleshot hardware, software and network issues.
- Resolved hardware malfunctions efficiently, minimizing disruption to the overall workflow within the lab setting.
Front Desk Receptionist
MTN GHANA
Sunyani , Ghana
05.2019 - 09.2019
- Greeted guests at front desk and engaged in pleasant conversations while managing check-in process.
- Maintained organized and clean front office area to create professional and welcoming environment for visitors and employees.
- Scheduled, coordinated and confirmed appointments and meetings.
- Delivered outstanding first impressions by warmly greeting visitors upon arrival at the front desk.
- Managed high-volume phone calls, directing inquiries to appropriate personnel for prompt resolution.
- Answered multi-line phone system and transferred callers to appropriate department or staff member.
- Enhanced customer satisfaction by providing efficient and professional front desk services.
- Scheduled appointments accurately using reservation software, reducing conflicts or doublebookings.
- Supported administrative tasks such as filing, data entry, and document preparation for more efficient office workflow.
- Handled sensitive customer information with confidentiality, adhering to company privacy guidelines.
- Developed strong working relationships with team members, fostering a positive work environment.
- Completed data entry and filing to keep records updated for easy retrieval.
- Expedited check-in and check-out procedures for guests, ensuring seamless experiences during their visits.
- Resolved customer issues quickly and notified supervisor immediately when problems escalated.
- Answered multi-line phone system to respond to inquiries and transfer calls to correct departments and personnel.
- Completed all tasks in compliance with company policies and procedures.
- Increased guest retention by maintaining a welcoming and organized reception area.
- Maintained confidentiality of sensitive data to protect customer and business information.
- Maintained files and records by implementing effective filing systems that boosted efficiency and organization.
- Trained new team members on company procedures, customer service and issue resolution.
- Resolved billing discrepancies promptly with thorough attention to detail, fostering trust between clients and the organization.
- Streamlined office operations for improved productivity with effective organization and communication skills.
- Boosted staff morale through effective teamwork and clear communication amongst colleagues in various departments.
- Welcomed customers with friendly greeting, answered general questions, gathered nature of visit and directed to specific offices.
- Resolved customer problems and complaints.
- Confirmed appointments, communicated with clients, and updated client records.
- Handled assignments independently with good judgement and critical thinking skills.
- Operated multi-line telephone system to answer and direct high volume of calls.
Education
Diploma - System Engineering
IPMC
Kumasi , Ghana08.2024
Certificate - Aws Cloud Practitioner
Azubi Africa
Ghana Kumasi Cohort 03.2024
Bachelor Of Science And/with Education Degree - Information Technology
University of Education Wenniba
Kumasi , Ghana09.2022
Certificate - Computing Skills
Dzigsam Computer Institute
Sunyani Ghana 08.2017
Skills
Desktop Technical Support
Hardware Installation
Technical Support
Software configuration
Network Troubleshooting
Remote Support
Network Maintenance
Help Desk Operations
Application installations
Wireless Networking
IT Documentation
Mobile Device Management
Operating system management
User Training
Help Desk Management
Helpdesk services
Software deployment management
Peripheral Repair
Inventory Control Systems
Incident Management
Peripheral maintenance
Application support
Debugging
Virtualization Technologies
Disaster Recovery
Problem-Solving
Technical Troubleshooting
Teamwork and Collaboration
Microsoft Windows and Office
Software Upgrades
Troubleshooting Network Issues
Remote Technical Support
Hardware and Software Repair
Computer Diagnostics
System Maintenance
Attention to Detail
Hardware and Software Configuration
Technical issues analysis
Organizational Skills
Desktop support
Hardware diagnostics
Device Installation
Online Chat Support
Hardware Configuration
Friendly and Patient
Help Desk Support
Computer System Diagnostics Software
User Support
LAN/WAN
Support Services
Customer Needs Assessment
Laptop Servicing
Customer service expert
Equipment Repair
Hardware upgrades
Employee Computer Support
System Configuration
Highly Professional
Collaborative Team Player
Incoming Call Management
Error Detection
Software Evaluation
Database Management
Interpersonal Skills
Software Patches
System optimization
Software diagnosis
Component Replacement
Mobile Device Repair
Staff education and training
Report Preparation
Call Center Operations
Timeline
IT Technician , Trainer
RX Info Sys, National Electronic Pharm. Platorm
09.2023 - 09.2024
Desktop Support Engineer
SDA HOSPITAL
10.2022 - 01.2024
ICT Classroom Teacher, Computer Lab Technician
Sunyani Senior High School
01.2022 - 04.2022
Front Desk Receptionist
MTN GHANA
05.2019 - 09.2019
Diploma - System Engineering
IPMC
Certificate - Aws Cloud Practitioner
Azubi Africa
Bachelor Of Science And/with Education Degree - Information Technology
University of Education Wenniba
Certificate - Computing Skills
Dzigsam Computer Institute