Enoch Boateng

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Technical Support Technician 2

Lancesoft IncOSU

Nov 2024 - Current (1 year 8 months)

• Deploy and manage end-user hardware and software, including PCs and applications. • Ability to understand client's IT architecture, identify risks & translate feature & function sets into customer solutions at all levels of the client organization level. • Installs, modifies and makes minor repairs to computer hardware and software systems. • Respond to network connectivity issues & resolve them within the SLA of the Healthcare network. • Receive and respond to incoming calls, pages, and/or work orders regarding desktop problems. • troubleshoot remote & on-site issues including but not limited to Wi-Fi, printer, label printer connectivity, speed concerns, workstation issues, etc. • Diagnose & resolve network-level issues involving

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IT SUPPORT SPECIALIST-Cleveland

Selman & Company

Sep 2023 - Nov 2023 (3 months)

• Pick up inbound calls via telephone to understand user problems, run through testing scripts, and ask probing questions to locate and resolve the root cause. • Responded to individual tickets to provide end-user support on hardware and software. • Develop training manuals and troubleshooting procedures to help both support personnel and end users interact properly with hardware and software. • Manage accounts through Microsoft Active Directory/Entra ID and Office 365. • Experience in SaaS software environments such as Salesforce, Dropbox, Google Suite, Slack, etc. • Identifies, investigates, and resolves user's problems with computer software and hardware. • Configuring new desktops, routers, modems, and similar devices. • Trouble

IT SUPPORT SPECIALIST

Impellam Group

Aug 2022 - Aug 2023 (1 year 1 month)

• Pick inbound calls from end users to resolve their tech issues for them. • Experience in computer imaging using Microsoft SCCM and configuring new computers for employees. • Assist in the delivery of specific Service Desk projects, setup workstation computers, and Asset tracking and lead projects to completion. • Experience in migration using the O365 admin center to set up email addresses for end users. • Seting up new hire accounts in the Active Directory system and giving permission to end-users. • Creating distribution list groups and shared mailboxes for all clients using the O365 Admin Center • Set up MFA/2FA authentication using Microsoft Azure Active Directory for all users. • Experience in Microsoft Admin Center and devic

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TECHNICAL SUPPORT REP

DRB Systems

Sep 2021 - Jul 2022 (11 months)

• Pick up inbound calls from customers and solve their technical issues. • Experience in Acrobat DC, SharePoint, Concur, OKTA, ServiceNow, VOIP, BitLocker, Internet Browsers, etc. • Troubleshoot issues on both Windows, macOS, iOS JAMF, and Android platforms. • Seting Group Policy on Windows Server 2008, 2012, and 2016. • Create tickets using Salesforce CRM and Azure AD to create authentication for users. • Install and maintain hardware, software, and other equipment to meet client requirements, routinely observe operational performance, and install security patches and updates when necessary. • Install software installation such as Office 365 on end-user computers. • Using Active Directly to create user accounts and Break/fix hardwa

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