Oye Akuffo
Woodbridge,VA
Summary
Highly experienced Service Desk Representative with background in providing top-tier customer service in fast-paced tech environments. Thrive on resolving complex technical issues while maintaining high levels of customer satisfaction and meeting performance benchmarks. Strengths include exceptional troubleshooting skills, ability to prioritize tasks effectively, and aptitude for working collaboratively within diverse teams. Consistently contribute to improvements in productivity and efficiency through insightful problem-solving abilities.
Overview
6
6
years of professional experience
Work History
IT Service Desk Representative
Department of Interior
05.2023 - Current
- Serve as the primary contact for technical assistance through phone, email, and chat, ensuring quick and courteous resolution.
- Record, categorize, and manage support tickets using the Remedy Ticketing System/Bison Support Ticketing System, consistently meeting SLA requirements.
- Perform account administration tasks, including password resets, access restoration, and application support.
- Escalate complex problems to senior technical teams while keeping end users informed on progress.
- Documented solutions and processes in knowledge base for future reference.
Public Health Associate
Fairfax County Health Department
01.2021 - 12.2022
- Designed and managed outreach programs that provided timely health information, leading to measurable improvements in public health outcomes.
- Increased vaccination participation rates by 25% through targeted assistance and educational campaigns.
- Identified and addressed community needs by connecting individuals with appropriate health and social resources.
- Utilized database and case management software to track, update, and analyze patient outreach data, ensuring accurate records and secure information sharing across health department systems.
- Delivered crisis intervention and counseling services to those impacted by pandemic-related challenges.
Non-Medical Case Manager
Virginia Health Organization
09.2019 - 01.2021
- Guided clients in navigating healthcare, community, legal, and financial services to enhance self-sufficiency.
- Expanded access to support programs for underserved communities.
- Performed technical troubleshooting within electronic case management systems, including resolving user access issues, correcting data errors, and coordinating with IT teams to maintain system functionality and security compliance.
- Assisted with insurance enrollment processes, tailoring solutions to individual needs.
- Facilitated access to state and federal assistance programs, including Medicaid and Medicare Part D.
Education
Bachelor of Science - Health Service Administration Management
Old Dominion University
Norfolk, VA05-2023
Skills
- Certified community health worker
- Technical troubleshooting
- Client relationship management
- Problem solving
- Incident management
- Systems Incident Management Commander (FEMA)
- Printer troubleshooting
- Microsoft Office Suite
- Google Workspace
- Bison support ticketing system
- Fluent in English and Twi
- Remote support
Timeline
IT Service Desk Representative
Department of Interior
05.2023 - Current
Public Health Associate
Fairfax County Health Department
01.2021 - 12.2022
Non-Medical Case Manager
Virginia Health Organization
09.2019 - 01.2021
Bachelor of Science - Health Service Administration Management
Old Dominion University
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