Richmond Gyamfi
Summary
Proven track record in enhancing customer service standards and optimizing client satisfaction, demonstrated through leadership in Office 365 management and adept problem-solving in troubleshooting systems. Excelled in active directory user management, showcasing strong organizational skills and technical proficiency. Achieved significant improvements in service delivery, underscoring a commitment to excellence and a customer-centric approach.
Overview
1
1
year of professional experience
1
1
Certification
Work History
IT Help Desk Technician
Shaw Trust - Work and Health Programme
01.2024 - Current
- Configured hardware, devices, and software to set up work stations for employees.
- Followed up with clients to verify optimal customer satisfaction following support engagement and problem resolution.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Responded to support requests from end-users and patiently walked individuals through basic troubleshooting tasks.
- Performed tests of functionality, security, and performance of different workstations and devices.
- Managed high levels of call flow and responded to technical support needs.
- Used ticketing systems to manage and process support actions and requests.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Tested new software and hardware prior to deployment.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
Education
Computer Science Or Information Technology - IT Help Desk Technician
Udemy
Online2023
BTEC Level 3 Ext/Dip Diploma in IT - Impact of IT On Business System & E-Commerce
The College of Haringey, Enfield & North East
London2016
BTEC Level 1 & 2 Diploma IT Practitioners - Computing And IT
The College of Haringey, Enfield & North East
London2015
Computer Installation And Repair Technology
First Class Computer Training Institute
Ghana KumasiSkills
Customer service
Troubleshooting systems
Help desk ticketing systems
Active directory user management
Office 365 management
Windows 10 administration
- Problem Resolution
- System diagnostics
- Remote Support
- Asset Management
- Virtualization Technologies
- Data Recovery
Certification
Help Desk Support Technical Skills V1.0 / Jobskillshare Platform
Help Desk Ticketing Systems V1.0 / Jobskillshare Platform
Office 365 Administration / Jobskillshare Platform
CompTIA A+ PC Pro / TestOut Platform
MD100-101 Client Pro / TestOut Platform
Coding
I am studying/ learning to code in python, java script and data analytics in my free time.
Timeline
IT Help Desk Technician
Shaw Trust - Work and Health Programme
01.2024 - Current
Help Desk Support Technical Skills V1.0 / Jobskillshare Platform
Help Desk Ticketing Systems V1.0 / Jobskillshare Platform
Office 365 Administration / Jobskillshare Platform
CompTIA A+ PC Pro / TestOut Platform
MD100-101 Client Pro / TestOut Platform
Computer Science Or Information Technology - IT Help Desk Technician
Udemy
BTEC Level 3 Ext/Dip Diploma in IT - Impact of IT On Business System & E-Commerce
The College of Haringey, Enfield & North East
BTEC Level 1 & 2 Diploma IT Practitioners - Computing And IT
The College of Haringey, Enfield & North East
Computer Installation And Repair Technology
First Class Computer Training Institute
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