Walter Boateng
Alexandria
Summary
Detail-oriented IT Professional experienced in help desk support, system administration, and IT service management. Resolved complex technical issues and streamlined IT operations through expertise in ServiceNow, CompTIA Security+, and technical troubleshooting. Focused on leveraging interpersonal skills and problem-solving abilities to deliver exceptional customer support and embrace continuous learning.
Overview
9
9
years of professional experience
1
1
Certification
Work History
Technical Support Representative Tier II
KForce
Alexandria, VA
06.2021 - Current
- Delivered Tier 2 support by diagnosing and resolving advanced technical issues related to transportation management systems.
- Utilized ServiceNow to manage incident and service request tickets, achieving timely resolutions and contributing to high customer satisfaction.
- Conducted system diagnostics and troubleshooting, performing root cause analysis and implementing solutions to prevent recurrence.
- Coordinated with IT teams and external vendors to resolve hardware and software issues, ensuring seamless operations across systems.
- Developed and maintained documentation for troubleshooting procedures and system configurations, enhancing knowledge sharing and support consistency.
- Provided training and support to junior staff, enhancing team capabilities and improving overall support efficiency.
- Implemented ITIL best practices in service management to improve incident response and change management processes.
Help Desk Technician
Metro Recruiting Inc.
Alexandria, VA
05.2019 - 06.2021
- Provided Tier 1 and Tier 2 technical support for over 40 student laptops, resolving hardware and software issues effectively.
- Utilized ServiceNow to log and track incidents and manage service requests, ensuring timely resolution of technical issues for improved user satisfaction.
- Configured and maintained user accounts, permissions, and security settings, ensuring compliance with organizational policies.
- Assisted with the installation and configuration of new software applications, including updates and patches.
- Monitored and managed hardware and software inventory, tracking equipment usage and performing routine maintenance to minimize downtime.
- Delivered support during standardized testing, maintaining a professional environment and ensuring all systems functioned correctly.
- Created and updated knowledge base articles, enhancing user access to solutions for common issues.
System Administrator Intern
SAIC
05.2017 - 07.2019
- Assisted in the configuration and administration of network systems, including servers, workstations, and network devices.
- Performed routine system updates, backups, and patch management to maintain system security and reliability.
- Collaborated with IT team on network infrastructure tasks, including LAN/WAN setups, VPN configurations, and firewall management to enhance network functionality.
- Monitored system performance and troubleshot network and system issues, contributing to improved system reliability.
- Assisted with the implementation of security measures, including antivirus software, firewalls, and data encryption protocols.
- Utilized ServiceNow to track and manage IT incidents, service requests, and changes, contributing to streamlined IT operations.
- Documented system changes and maintenance activities to maintain accurate records and support compliance efforts.
Education
Bachelor of Science - Management Information Systems (MIS)
Virginia State University
Petersburg, Virginia 05-2018
High School Diploma -
Mount Vernon High School
Alexandria, VA05-2014
Skills
- Technical Support
- Help Desk Support
- Issue resolution
- Product troubleshooting
- Incident Management
- IT Service Management
- Network troubleshooting
- System Configuration
- Remote support
- Microsoft Office proficiency
Websites
Certification
CompTIA Security+
Timeline
Technical Support Representative Tier II
KForce
06.2021 - Current
Help Desk Technician
Metro Recruiting Inc.
05.2019 - 06.2021
System Administrator Intern
SAIC
05.2017 - 07.2019
Bachelor of Science - Management Information Systems (MIS)
Virginia State University
High School Diploma -
Mount Vernon High School