PATRICK OSEI (Service Desk Analyst)
Katy,TX
Summary
Experienced Help Desk Support Specialist with 8+ years expertise in troubleshooting hardware , software, and networking issues. Proficient in industry-leading help desk ticketing systems and remote support tools . Known for delivering exceptional customer service and fostering positive user experiences. Committed to continuous learning and staying updated with emerging technologies..
Overview
9
9
years of professional experience
1
1
Certification
Work History
Senior IT Service Desk Analyst
Kintampo Health Research Centre
Kintampo, Ghana
04.2021 - 04.2024
- Supported remote workers : Effectively managed remote technology setups, ensuring smooth integration and troubleshooting for remote teams, showcasing strong remote support skills and adaptability.
- Enhanced IT service desk performance : Implemented best practices and monitored key metrics, resulting in improved efficiency and customer satisfaction scores, demonstrating proactive problem-solving and analytical abilities.
- Maintained detailed documentation : Created and updated comprehensive documentation for IT processes, enabling efficient knowledge transfer and ensuring consistency in support, highlighting attention to detail and organizational skills.
- Delivered comprehensive training sessions : Conducted thorough training for new IT service desk analysts, leading to quicker onboarding and ensuring adherence to company standards, illustrating leadership and mentoring capabilities.
- Spearheaded software upgrades and hardware replacements : Led initiatives to upgrade systems and replace outdated hardware, resulting in improved functionality and streamlined operations, showcasing project management and technical expertise.
- Reduced wait times for support : Optimized ticket management processes and prioritized high-impact issues, leading to faster resolution times and improved customer satisfaction, demonstrating a focus on customer service and efficiency.
- Installed, configured, and maintained computer systems and network connections : Ensured reliable operation of computer systems and networks, highlighting technical proficiency and attention to detail in system administration tasks.
Help Desk Support Specialist
MTN Satellite Communications, Ghana
Accra, Ghana
07.2018 - 02.2021
- Provided frontline technical support : Offered prompt and effective assistance to end-users, resolving hardware, software, and network issues to ensure uninterrupted workflow, demonstrating strong troubleshooting and communication skills.
- Managed and prioritized support tickets : Efficiently triaged incoming support requests, prioritizing based on urgency and impact, leading to quicker resolution times and improved customer satisfaction, showcasing prioritization and time management abilities.
- Diagnosed and resolved hardware and software issues : Identified and resolved technical issues with computers, printers, software applications, and network connectivity, showcasing a solid understanding of IT systems and problem-solving capabilities.
- Lead technology integration and upgrades : Lead integration of new technologies and upgrades, ensuring smooth transitions and minimal disruption to operations, highlighting adaptability and willingness to learn new technologies.
Technical Analyst
Ghana Education Service
Accra, Ghana
04.2015 - 01.2018
- Led technical support for senior high schools : Played a pivotal role in the deployment of laptops to senior high schools across the region, overseeing the installation of software and addressing hardware-related issues, ensuring seamless integration and functionality of educational technology resources.
- Provided hands-on hardware support : Diagnosed and resolved hardware issues, including troubleshooting and repairing laptops and printers, ensuring the reliability and performance of essential educational tools, showcasing technical expertise and problem-solving skills.
- Installed and configured software applications : Managed the installation and configuration of software applications tailored to educational needs, ensuring compatibility and optimal performance, contributing to the enhancement of teaching and learning experiences.
- Ensured data security and integrity : Implemented security measures to protect sensitive data and ensure compliance with data protection regulations, safeguarding the confidentiality and integrity of educational information
Education
Bachelor of Science - Economics & Psychology(Information Systems Minor)
University of Ghana
Accra, Ghana01.2014
Additional Information
HELP DESK AND SUPPORT EXPERIENCE
Troubleshooting | Customer Service | Ticketing | Remote Support | Hardware | Software | Networking | Documentation | Training | Collaboration | Prioritization | Communication | Problem-Solving | Incident Management | Adaptability
SKILLS
ServiceNow | Zendesk |TeamViewer | Windows 10| Windows Server| macOS | Microsoft Office Suite | Microsoft Exchange | Gmail | Ping | IPConfig | Symantec Endpoint Protection |Cisco AnyConnect | Pulse Secure | User and group management | Group Policy management | Veeam Backup & Replication | Acronis Backup | VMware AirWatch |Microsoft Intune
Certification
- Microsoft Certified: Azure Virtual Desktop Specialty
- CompTIA Network +
Timeline
Senior IT Service Desk Analyst
Kintampo Health Research Centre
04.2021 - 04.2024
Help Desk Support Specialist
MTN Satellite Communications, Ghana
07.2018 - 02.2021
Technical Analyst
Ghana Education Service
04.2015 - 01.2018
Bachelor of Science - Economics & Psychology(Information Systems Minor)
University of Ghana