Ama Agyemang
Lorton
Summary
Adept at driving IT solutions, my tenure at Kaiser Permanente honed my expertise in software automation and incident management, enhancing system efficiency by over 30%. Skilled in Microsoft Office and networking, I excel in problem-solving and customer support, demonstrating a proven track record of technical and interpersonal achievements.
Overview
2
2
years of professional experience
Work History
Data Support Technician
AWS, Amazon Web Services
Sterling
03.2025 - Current
- Monitor Building Management Systems (BMS) and Electrical Power Management Systems (EPMS).
- Assist in troubleshooting facility and rack-level events within internal Service Level Agreements (SLAs).
- Perform rack installs and rack decommissioning within the internal SLA.
- Perform PM, troubleshooting, root cause analysis, and repair of electrical and mechanical equipment.
- Technical writing to support the change management program.
- Monitor daily work requests, manage them to resolution, and execute projects from conception to completion.
- On-site support of contractors, subcontractors, and vendors, ensuring that all work performed is in accordance with established practices, procedures, and local legislation.
Help Desk Technician Intern
Koniag
07.2024 - 11.2024
- Provided basic end-user troubleshooting and desktop support.
- Installed, modified, and repaired software and hardware to resolve technical issues.
- Provided remote support to users across multiple locations, demonstrating flexibility and adaptability in problem-solving.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Utilized Microsoft Excel to maintain and update spreadsheets tracking active and inactive users.
- Applied hardware expertise to upgrade memory cards for 10 laptops weekly, enhancing performance for new users.
IT CONTRACTOR
KAVALIRO
01.2024 - 07.2024
- Improved system efficiency by troubleshooting and resolving technical issues in a timely manner.
- Maintained and monitored data storage systems, including backups and disaster recovery plans.
- Provided technical support for computer hardware, operating systems, applications, networks, and databases.
- Audited security settings on all IT devices to ensure compliance with company policies.
- Developed and implemented software solutions to automate manual processes.
IT SUPPORT ANALYST
KAISER PERMANENTE
08.2023 - 01.2024
- Supported the IT department as an intern, actively using ServiceNow for incident management, problem resolution, and service request fulfillment
- Assisted in the configuration and customization of ISM workflows to improve the efficiency of ticket routing and resolution
- Proficient in utilizing AppOS, a powerful software launcher, to streamline application management, enhance workflow efficiency, and optimize overall system performance
- Experienced in working with Computer-Assisted Translation (CAT) tools to enhance translation productivity, maintain consistency, and improve overall language quality in multilingual projects.
Education
Associate of Science - Cyber Security
Northern Virginia Community College
Annandale, VA01-2025
Skills
- Software: Microsoft Office Suite 2016 (Access, Excel, PowerPoint, Word); Microsoft Windows Operating Systems Windows 10 and 11; installing drivers; basic understanding of databases and SQL
- Networking: Networking experience (running cables, troubleshooting connections, activating ports, basic router configuration, switches, Wi-Fi router)
- Hardware: HP desktops and laptops, Dell desktops and laptops, Lenovo ThinkPad laptops, HP printers, general computer builds and repairs, hardware installations, and swaps
- Support: Helpdesk: escalation and documentation on the ticketing system, customer service support (email, phone, and in person), Sales Support (researching market, product, service, and client information)
Timeline
Data Support Technician
AWS, Amazon Web Services
03.2025 - Current
Help Desk Technician Intern
Koniag
07.2024 - 11.2024
IT CONTRACTOR
KAVALIRO
01.2024 - 07.2024
IT SUPPORT ANALYST
KAISER PERMANENTE
08.2023 - 01.2024
Associate of Science - Cyber Security
Northern Virginia Community College
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