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
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- Spearheaded software upgrades and hardware replacements : Led initiatives to upgrade systems and replace outdated hardware, resulting in improved functionality and streamlined operations, showcasing project management and technical expertise.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
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
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
- Microsoft Certified: Azure Virtual Desktop Specialty
- CompTIA Network +
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