Akua Amoateng
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Maryland, United States
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Service desk technicianAgile DefenseDec 2024 - Current (1 year 6 months)• Administered Active Directory: created, modified, and removed user accounts and managed permissions and group policies. • Deployed security patches, updates, and compliance policies using MECM and Tanium across all endpoints. • Provided Tier 2 support for hardware, software, and network-related issues; used VPN and remote tools to manage systems. • Documented incidents and resolutions according to ITIL practices; contributed to system documentation and SOPs. • Supported onboarding/offboarding processes including user provisioning and workstation configuration, while leveraging customer service skills to enhance user experience and satisfaction throughout the support process.- GDesktop technic ianGOV TACTDEPT OFOct 2023 - Dec 2024 (1 year 3 months)• Supported 500+ end users by resolving desktop, software, and network issues. • Managed and resolved ServiceNow tickets efficiently within SLA timelines. • Created software deployment packages and ensured system compliance. • Delivered support for Microsoft 365, account setup, and remote troubleshooting. • Handled user access requests, system imaging, and device deployments, while also utilizing chat support skills by reaching out to users via Teams and email to enhance communication and support efficiency.
- Help desk technicianInsight GlobalJul 2022 - Oct 2023 (1 year 4 months)• Delivered Tier 1 & 2 support for Windows, macOS, and mobile devices. • Managed tickets in Jira and ServiceNow, resolving 50+ weekly support requests. • Assisted onboarding by provisioning accounts and configuring workstations. • Troubleshoot VPN, Microsoft 365, and network connectivity issues • Diagnose connectivity issues (e.g., Wi-Fi, VPN, LAN). • Assist users with remote access and security protocols.
- CHelp desk analystCMT SERVICESJan 2021 - Feb 2022 (1 year 2 months)• Assist users with Microsoft 365, email clients, browsers, and other business applications. • Run system updates, virus scans, and backups. • Escalate issues when needed and follow up to ensure resolution. • Respond to user requests via phone, email, or ticketing system. • Install and configure operating systems and approved software. • Reset passwords and manage permissions.
- WWisetekWisetekOct 2018 - Jul 2020 (1 year 10 months)