Prince Antwi
Summary
As a proactive IT Client Support Analyst, I am driven by a passion for continuous learning and thrive in dynamic environments at the intersection of technology and evolving business needs. My commitment to delivering exceptional client support is matched by a dedication to expanding my skill set and embracing opportunities for growth.
Overview
5
5
years of professional experience
1
1
Certification
Work History
IT CLIENT SUPPORT ANALYST
3-D TECHNOLOGY
Remote
03.2022 - Current
- Fostered robust client relationships, delivering comprehensive training on health systems through engaging walkthroughs, workflow demonstrations, and impactful system upgrade presentations
- Provided Level 1 and 2 technical support to a user base of over 300 individuals, ensuring swift issue resolution and effectively escalating complex matters to helpdesk management when necessary
- Conducted thorough system testing, overseeing issue management and problem resolution with meticulous documentation and visually compelling training material development
- Achieved an outstanding user approval rating of 4.9/5.0, surpassing the average by 19%
- Maintained and visually tracked statuses to ensure prompt and high-quality resolution of all issues
- Reduced incident callback rate by an impressive 12%, showcasing technical expertise, analytical acumen, and strong communication skills
- Successfully resolved an impressive 98% of troubleshooting tickets during initial customer interactions, eliminating the need for escalations.
IT CUSTOMER SUCCESS COORDINATOR
HCTEC
Remote
06.2019 - 03.2022
- Demonstrated resilience and a calm demeanor in challenging circumstances, employing visually impactful de-escalation methods and providing exceptional customer assistance
- Responded to telephone and self-service tickets, supporting internal and external hardware, software, and applications with visually engaging solutions
- Delivered remote technical support using visually effective screen sharing, mouse and keyboard control, and various visually impactful assistance tools
- Addressed tasks such as visually impactful password resets, visually engaging account activation, re-activation, and permission provisioning via email, chat, and visually impactful telephone communication channels
- Accessed client information through various visually impactful software applications, maintaining strict confidentiality to remain compliant with company policies.
Education
Bachelor of Science: Information System Management -
Middle Tennessee State University
Skills
- Proficient in MS Office Suite, EPIC, SharePoint, Active Directory, Cerner
- Contributive team player with a focus on prioritization and conflict resolution
- Recognized for an industrious work ethic, multitasking capabilities, and commitment to training and knowledge sharing
Key Strength
- Applied Robust IT Background: Troubleshot and resolved complex issues within a healthcare organization, leveraging a robust IT background.
- Technical Expertise: Employed advanced technical skills in systems like Epic, Office 365, and Active Directory to optimize access controls and ensure data security.
- Cross-Functional Collaboration: Collaborated seamlessly with cross-functional teams to identify underlying issues, analyze data, and develop effective solutions.
- Information Security Compliance: Adhered rigorously to Information Security policies and procedures, ensuring data security and compliance with industry standards.
Certification
- Project Management (The Start of the Project Journey)
- Dale Carnage
Timeline
IT CLIENT SUPPORT ANALYST
3-D TECHNOLOGY
03.2022 - Current
IT CUSTOMER SUCCESS COORDINATOR
HCTEC
06.2019 - 03.2022
Bachelor of Science: Information System Management -
Middle Tennessee State University
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