Priscilla Agyei-Mensah
Winchester,VA
Summary
Practiced troubleshooter with excellent diagnostics and repair abilities, strong attention to detail and methodical approach. Boosts system performance by thoroughly evaluating and correcting different hardware and software issues. Friendly Help Desk Technician with 2 and a half years quickly and effectively resolving customers' technical issues. Dedicated to exceeding client expectations by verifying satisfactory resolutions for every submitted ticket. Skilled at maintaining positive communications even in stressful situations. Ready to leverage deep technical knowledge and amiable personal interactions to provide superlative technical responses.
Overview
2
2
years of professional experience
1
1
Certification
Work History
Help Desk Technician
Kohl's
Winchester, VA
01.2021 - 09.2022
- Configured hardware, devices and software to set up work stations for employees.
- Responded to support requests from end users and patiently walked individuals through basic troubleshooting tasks.
- Explained technical information in clear terms to non-technical individuals to promote better understanding.
- Installed, modified and repaired software and hardware to resolve technical issues.
- Managed customers' expectations of support and technology functionality in order to provide positive user experience.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Performed tests of functionality, security and performance of different workstations and devices.
- Activated accounts for clients interested in new services
Data Center Technician
Amazon Web Services
Sterling, VA
02.2020 - 09.2020
- Accepted tasks and documented status using ticketing system, time reports and email.
- Moved and installed shelves, power strips, rails, servers, switches and other equipment.
- Diagnosed and executed resolution for network and server issues. Fixing over 40 servers per week.
- Identified and reported problem devices and replaced defective parts.
- Monitored network hardware operations to evaluate proper configuration.
- Resoling priority tickets with service level Agreement (SLAs)
- Improved overall user experience through support, training, troubleshooting, improvements and communication of system changes.
Education
Associate of Applied Science - Cyber Security
Laurel Ridge Community College
Middletown VA06.2024
Skills
- Computer Hardware Knowledge
- Technical Support Triage
- Hardware and Software Repair
- Issue and Resolution Tracking
- Resolving Problems and Incidents
- Troubleshooting Network Issues
- Component Replacements
- Ability to learn quickly
- Excellent communication skills
Certification
- CompTIASecurity +
Timeline
Help Desk Technician
Kohl's
01.2021 - 09.2022
Data Center Technician
Amazon Web Services
02.2020 - 09.2020
Associate of Applied Science - Cyber Security
Laurel Ridge Community College
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