Michael Asare

• Consistently ensured service delivery while minimizing associated risks and expenses.
• Works to build an effective partnership with the customer on a daily basis. Listens to customers and asks the appropriate questions to determine their requirements.
• Execute intermediate troubleshooting for systems and servers associated with host systems, middleware, applications, and tools using established procedures.
• Detected, escalated, and reported network issues following standardized protocols.
• Monitors logical security through use of established tools and procedures
• Performs entry level troubleshooting of network technologies related to IP network devices and backbone transports according to established procedures, using existing tools with minimal supervision.
• Processed change requests accurately while completing internal/external customer inquiries and system configurations.
• Ensured proper tracking, validation, and handling of customer requests according to set standards.
• Adheres to service level agreements by following established SLA performance requirements
• Adheres to IT best practices by following established IT best practice performance and audit requirements
• Monitors and troubleshoots automated functions by verifying tool set availability and confirming service functionality.
• Participates in individual professional development by completing assigned development plan, participating in mentoring activities, tracking and reporting of development, and communicating career path goals and objectives.
• Facilitated knowledge sharing and collaboration to enhance operator training.

Mentored junior-level staff with hands-on support.

• Manage the sales process from start to finish
• Help clients with product selection, negotiate terms, and ultimately finalize sales
• Provide detailed and accurate product knowledge to customers
• Establish and maintain strong relationships with customers while providing outstanding customer service
• Continually learn about product updates, inventory and how it will benefit the customer
• Responsible for daily follow up with current, existing, and potential leads through our CRM system
• Identify and provide solution-based sales options for customers
• Work directly with the Financial Services team in coordinating the sale and financial lending process
• Great understanding of system integration technologies Such as Data and enterprise applications integration

• Company Overview: Remote
• Assisted user community in software, hardware and network problem resolution
• Installed, Tested and maintained a variety of personal computing and network hardware and software systems, with local area network and wide area network connections
• Logged calls and takes appropriate action to ensure a satisfactory response with acceptable time frames for the user community
• Answered over 30+ each day to assist customers
• Kept up to date with current trends and is prepared to make recommendations to the improvement of both workstation and server environments
• Produced support documentation
• Remote

• Provide base level IT support to both internal and external customers
• Image computers using Microsoft deployment toolkit
• Administered scheduled inventory for computers
• Remote client assistance via log me in
• Fixed minor repairs and placed order for computer parts
• Interacted with and took direction from Senior Engineers
• Provide first level support to customers before escalation

• Company Overview: Groveport / Contract
• Assisted with troubleshooting, and maintaining desktop computers
• Managed and Upheld classroom technology such as projectors, smart boards & PC's
• Documented tracks, monitors and resolves issues using Service-Now and escalates as needed
• Troubleshoot and maintain CISCO IP based phones via CUCA
• Sustained various end user technologies such as PC's, Mac's Printers, Scanners etc
• Assisted with installation of software and applications
• Groveport / Contract