MS Office/Libre Office/Google Docs
Ekandem Akpan
IT Technician
Montgomery,AL
Summary
Skilled IT Technician with over 13 years of experience configuring computers, servers and peripheral devices to work within established company and security parameters. Adept at managing permissions, filters and file sharing.
Overview
15
15
years of professional experience
1
1
Certificate
Work History
IT Technical Support Specialist
Bella + Canvas
05.2022 - Current
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
- Documented support interactions for future reference.
- Monitored systems in operation and quickly troubleshot errors.
- Configured hardware and granted system permissions to new employees.
- Translated complex technical issues into digestible language for non-technical users.
- Collaborated with management, internal and development partners regarding software application design status and project progress.
IT Help Desk Technician
Russell
08.2011 - 05.2022
- Broke down and evaluated user problems, using test scripts, personal expertise and probing questions.
- Trained and supported end-users with software, hardware and network standards and use processes.
- Activated accounts for clients interested in new services.
- Performed tests of functionality, security and performance of different workstations and devices.
- Removed malware, ransomware and other threats from laptops and desktop systems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Compiled and accurately entered data for each customer encounter to record in system.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Monitored systems in operation and quickly troubleshot errors.
- Troubleshot and maintained networking devices and infrastructure across enterprise.
- Administered and prepared programs for IP addresses, developed network resources and trained support personnel to provide Tier I support to end users.
- Built server systems and installed into racks.
IT Service Technician
International Gaming Technology
02.2009 - 11.2010
- Installed, removed, converted, performed preventive maintenance, prepared games, set options and repaired games in field environment.
- Maintained accurate inventory of over 1000 parts.
- Documented repairs, preventive maintenance performed, machine prep, standard power analysis and pre-site work.
- Followed documentation, policies and procedures and perform tasks with or without supervision.
- Performed skills in some content areas of reading and translating wiring diagrams and also maintaining, repairing and troubleshooting to component/circuit level.
- Resolve technical problems and performed program upgrades, and download set up.
- Testing programs with various verification devices, e.g., Chip Comparator
- Troubleshoot with input and output tests.
- Set up game options and test various devices, e.g., bill acceptors.
- Test pay table, reel strip and bonus awards.
- Install and repair and maintain fiber optic lines and WAP telephone lines.
- Educate customers on basic game functionality.
- Often worked remotely and in various environments
- Maintained positive work image and dealt with customers and other co-workers.
- Used and trained other co-workers in SAP.
- Reviewed technical documentation to complete equipment maintenance and repair.
Education
Master of Science - Information Technology
Walden University
Minneapolis, MNBachelor of Science - Computer And Information Sciences
Auburn University-Montgomery
Montgomery, ALAssociate of Applied Science - Political Science
Fullerton College
Fullerton, CASkills
- Application installations
- Troubleshooting and diagnostics
- Desktop support
- Service desk support
- Project management
- Recordkeeping
- TCP/IP
- Software diagnosis
- Technical Support
- Wide-area Networks
- User credential management
- Staff education and training
Timeline
IT Technical Support Specialist
Bella + Canvas
05.2022 - Current
IT Help Desk Technician
Russell
08.2011 - 05.2022
IT Service Technician
International Gaming Technology
02.2009 - 11.2010
Master of Science - Information Technology
Walden University
Bachelor of Science - Computer And Information Sciences
Auburn University-Montgomery
Associate of Applied Science - Political Science
Fullerton College
- SQL
- C++
- CCDA
- PUTTY
- AZURE
- JAVA
- AWS (Beginner)
Software
Salesforce
Active Directory
SQL Server
CMS
Adobe Suites (Acrobat, Photoshop, Lightroom)
Certification
- SQL
- C++
- CCDA
- PUTTY
- AZURE
- JAVA
- AWS (Beginner)
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