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Benedict Prah


 

BENEDICT K. PRAH

Cell: 612-701-5559  

bennitop@yahoo.co.uk or tsnology@gmail.com

 

Summary:

  • - Customer service and technical support professional skilled in troubleshooting and problem solving of customers’ software and hardware issues in a domestic and international environment.
  • - Ability to communicate technical information to customer/end users in an easy to understand manner.
  • - Able to empathize with customer concerns/issues and research the problem to resolution.
  • - Remaining committed to providing quality results and a positive service attitude.
  • - Point of Sale Device (POS) support experience includes phone support for field technicians and remotely troubleshooting POS and other equipment to fix issues as necessary (Target Corp. Wal-Mart, ACE, Super America, CVS, Albertsons, and a host of international agents such as Spanish, Korean, Vietnamese Chinese, etc).
  • - Customer service focused professional skilled in training end users and ensuring clients technical needs are achieved.
  • - Flexible consultant experienced with 1st and 3rd shift hours and possess the ability to work effectively with a wide variety of people in a team or independently.
  • - Knowledge of Windows XP, Windows 7, Windows 10, MS Office 2007 through to 2019 as well as Office 365 and Google Workspace
  • - Experience in a busy technical call center/helpdesk environment.
  • - Experience troubleshooting printers (both network and stand alones)
  • - Knowledge and support of smart phones tablets and mobile devices
  • - Knowledge of Active Directory and network services (TCP/IP, DNS, DHCP, WINS, IDS|IPS) as well as GPO,s
  • - Experience working with Remote Control Software ( pcanywhere, logmein, team viewer, VNC, windows remote desktop, Hangout, Skype)
  • - Experience using Remedy, Astea Alliance, ServiceNow and Clarify ticketing system
  • - Excellent interpersonal and communications skills both verbal and written
  • - Experience supporting Dell, HP, Lenovo, IBM and a host of other Vendor specific hardware devices
  • - Experience supporting V.P’s and Business Executives. Supported the President of Siemens Smart Grid division|V.P. Business Strategy| Director of Smart Grid & Energy Automation as well as their admins
  • - Ability to setup and implement IT security measures using a variety of tools in a standalone or domain environment through local security policies or GPO’s in a SMB business environment as well as establish best IT security practices 

Certifications/Awards

  • - Degree in Cyber and Information Security (Currently Pursuing)
  • - Security + and CySA +(Currently pursuing)
  • - Degree in Computer Networking & Security
  • - Diploma, IMIS
  • - Certificate (Academic Excellence)
  • - Certificate (Computer Software Applications)
  • - Certificate (Curt to Courteous)
  • - Certificate (POS Level One Training)
  • - Certificate (Crossloop Remote Support)

 

Projects/Achievements

  • - Was project director|IT consultant for Odam Medical Group/Clinic. Coordinated the setting up of all technology|IT essentials for Odam Medical Group/Clinic (both in Minneapolis and St. Cloud) with 3rd party vendors (running cat 6 cabling to all the offices, IP phone system setup and cable internet/TV setup and install through Comcast). Setup a computer network for the clinic (Wireless/LAN/Printers/Copiers/Ipads/Androids devices). Put in place computer and network security measure to harden the network against instruction and malware attacks.
  • - Part of a team that deployed windows 7 (data backup and restore) for users of Allianz. Also replace and upgraded their computer system to newer IBM products (laptops/desktops)
  • - Worked with Entrust Datacard on a windows 7/10 deployment project
  • - Set up a computer network system for Watchful Care Givers in Brooklyn Park.
  • - Setup a computer network system for Life Choices in Brooklyn Center as well as coordinated the setting up of their IP phone and cable TV system through Comcast.
  • - Was project director|IT consultant for Snyder Healthcare Systems. Coordinated the setting up of all the technology|IT needs of Snyder Healthcare System in St. Paul with 3rd party vendors (running cat 6 cabling to all the offices, phone system setup, security sensors/alarm/camera setup and cable internet/TV setup and install). Also setup a computer network system for the business (Wireless/LAN/Printers/Copiers/Ipads/Andriod devices). Put in place computer and network security measure to harden the network against instruction and malware attacks.
  • - Setup a Network of 12 computers (Wireless/LAN/2 Network printers & 1 copier) for Miracle Redemption Christian Center (MRCCI) in North Minneapolis. Currently manage and maintain them. Put in place computer and network security measure to harden the network against instruction and malware attacks. Also setup and manage social media site for MRCCI (Facebook, Twitter, YouTube)
  • - Upgraded and replaced 18 wireless access points on multiple floors for Siemens Industry in Minnetonka. Also did a WLAN survey to measure the signal strength on all the floors
  • - Part of a team of techs that did windows 10 migration/rollout for Element Fleet management users in Eden Prairie
  • - Successfully set-up a Graphic and Secretarial Department for Quickens Systems & Business Services (Takoradi, Ghana)
  • - A member of the roll-out team that successfully removed obsolete hardware equipment from Target Stores nationwide replacing them with current and up-to-date hardware system to upgrade Target Corporation’s network infrastructure. Also did a roll-out of Windows XP SP2.
  • - A member of a team that rolled-out and setup new hardware equipment for Wal-Mart stores nationwide to better assist them to attend to customers faster and conveniently when they come in for all MoneyGram transactions (money order & wire transfer).
  • - Was Lead Tech for Post Deployment Support at CIGNA during the deployment project (Moving out computers, accessories, phones, printers etc) and deploying windows XP images, user profiles and data backups unto new computers.
  • - A member of a team that upgraded about 500 computers from Windows XP to Windows 7 for Prime Therapeutics located in Bloomington and Egan.
  • - Was part of a team of support techs that did a refresh project (removed computers, monitors, mouse, keyboard, servers, switches, etc etc) replacing them with newer models in preparation for Windows 7 rollout for RW Baird located in Edina.
  • - Setup a Network of 6 computers (Wireless/LAN/2 Network printers & 1 copier) for Bethel Management Group in Brooklyn Center and maintain them. Put in place computer and network security measure to harden the network against instruction and malware attacks.
  • - Part of a 3 man team that did a windows 10 migration/rollout for the users of Faegre Baker Daniels LLP in Minneapolis (running data backups and restore with USMT, replacing older computer unit with newer ones, pushing out software onto computers using SCCM and Software Center)

 

Professional Experience

Odam Medical Group | Community Care Clinics of Minnesota (Mpls, MN) 

IT | Social Media Director |System Support, August 2019-Present

  • - Setup a computer and network system comprising desktops, laptops, androids and Ipad devices as well as printers and copiers
  • - Coordinate and interface with 3rd party vendors to provide all technology related materials for the clinics.(wiring, installation of cable Tv, IP Phone system, fire|building alarm system etc)
  • - In charge of network monitoring, upgrade and security (Switches, Routers and Firewall)
  • - Implement software and hardware upgrades as and when needed
  • - Asset management (inventory and disposal of depreciated out of warranty computers)
  • - Maintain and manage all social media page (Facebook, Twitter, Instagram, etc)
  • - Provide remote computer support and oversight of day to day IT operations at all 3 branches of the clinic (South Mpls, North Mpls and St. Cloud)
  • - Setup VPN and SRDP for remote access
  • - Work with vaccine operations (Covid vaccination) 

KellyIT/FoodPerspectives Inc (Plymouth, MN|Livermore, CA)

IT Support Administrator, Dec 2018-May 2019

  • - Onsite contact for all issues IT related
  • - Supported and maintained about 150 Ipads and related equipment used by respondent for surveys/testing both onsite and remote
  • - Responsible for resolving any IT related |computer issues that users encountered daily both onsite and remote
  • - Setup secure FTP site when needed for specific clients or projects
  • - Point of contact for AV equipment setup and support
  • - Configured and issue security badges
  • - Setup and configured Mitel phone system for employees
  • - Authorizing the procurement of computer system and accessories for new hires
  • - Interfaced between 3rd party vendors (Comcast, Level 3 Century Link, MOTG, Cady) on behalf of client

TEKsystems/Entrust Datacard (Shakopee, MN)

Migration|Deployment |Deskside Support, June 2017-August 2018

  • - In charge of the Computer Refresh Project (Setup, imaged and deploy workstations in an SCCM environment
  • - Run data backup and restore of user files
  • - In charge of Asset management (inventory and disposal of depreciated out of warranty computers)
  • - Use ServicePro as a ticketing tool to resolve end user computer issues
  • - In charge of new hire setup as well as user terminations and phone setup
  • - Assigned computer objects and user account into the right OU in AD as well as reset user password 

Top’s Technology LLC (Mpls, MN)

Independent IT Contractor, Part-time

  • - Providing a range of computer, network and IT services to residential and SMB within the metro area

Responsibilities:

  • - Computer Support, Upgrading, Maintenance and repair
  • - Setup and configure audio visual systems as well as video conference equipment for residential and small businesses
  • - PC Performance Tuning & Configuration
  • - Operating System Migration, upgrading and downgrading
  • - Setting up, managing and maintaining Computer Networks (LAN/Wireless AP’s, DHCP, DNS, VPN, Computer/Network security)
  • - Spyware, malware & Virus Detection, Removal & Prevention
  • - Printer/copier Setup and Configuration
  • - Social media setup/administration/support
  • - Remote user /Phone support/IT Consulting
  • - Sale of refurbish laptops and desktops
  • - Provide general IT support services to residential and Small businesses
  • - Implement basic IT security measures using a variety of tools in a standalone or domain environment through GPO’s in a SMB environment as well as establish best IT security practices for the end user 

TEKsystems/Allianz (Mpls, MN) Feb 2017-April 2017

Migration|Deployment Tech

  • - Setup, imaged and deploy workstations (desktop & laptops) in an SCCM environment as well as troubleshoot any SCCM issues associated with the client computer
  • - Run data backup and restore of user files
  • - Pushed out software applications onto user machine using SCCM and Software Center
  • - Used ServiceNow (SNOW) as a ticketing system to resolve issues

Apex Systems/Optum Technology (Eden Prairie, MN)

Jr. IT Security Analyst, Info Risk Mgmt & Security Ops, Jan 2017-Feb.2017

  • - Provisioning of RSA security tokens for UHG, UHC, Optum and other 3rd party Vendors
  • - Troubleshooting RSA login issues (hard token, soft token, ODA)
  • - Provide support and resolution to users on how to VPN into the network using Cisco AnyConnect application
  • - Received and shipped out replacement RSA tokens
  • - Worked on RSA tickets from ServiceNow regarding lost tokens, removing users from fixed tokens and assigned them to hard tokens or soft tokens, assigning ODA where necessary etc
  • - Created an inventory of RSA token returns and sorted out expired tokens from usable tokens
  • - Redeployed usable tokens to users when needed

Apex Systems/Element Fleet Management (Eden Prairie, MN)

Deployment/Desktop Support Technician, July2016-Nov.2016

  • - Setup, imaged and deployed laptops, desktop and tablet with windows 10 for about a 1000 employees
  • - Provide support and resolution to Helpdesk/Desktop problems including PC troubleshooting (hardware, Software applications, connectivity, end-user configuration, outlook, windows etc.)
  • - Diagnose hardware failures and refer to appropriate vendor for repair
  • - Assigned computers into Active Directory and made sure they were in the right OU and container
  • - Configure and reset user accounts & password in Active Directory
  • - Disable or Enable computer accounts in Active Directory
  • - Pushed out software request onto user machine when needed
  • - Configured and troubleshot Microsoft Office/Office 365, Outlook & Internet Explorer for users as well as other proprietary software applications

ATOS/ NSC Global /Siemens/ VOYA (Mpls, MN)

Desktop Support Analyst/Smart-Hands Support (Data Center|Network Team)-Feb 2008-June 2016

  • - Provide support and resolution to Helpdesk/Desktop problems including: PC troubleshooting (hardware, Software applications, connectivity, end-user configuration, outlook, windows etc.)
  • - Diagnose hardware failures and refer to appropriate vendor for repair
  • - Setup, imaged and deploy workstations (desktop & laptops) in an SCCM environment as well as troubleshoot any SCCM issues associated with the client computer
  • - Worked with Active Directory to assign computers into appropriate OU|Containers as well as configure and reset user accounts & password when needed
  • - Pushed out software request onto user computers using System Center Configuration Manager (SCCM)
  • - Configured MS Office, Outlook & Internet Explorer for users as well as other proprietary software applications
  • - Phone setup and configuration
  • - Run antivirus, spyware & malware scans on problem machine. Clean and restore computer to working state.
  • - Document, track and monitor problems to ensure timely resolution to issues
  • - Remote computer/user support
  • - Data backup for offsite storage
  • - Smart hands support for network and data center team. (rack and un-rack servers, routers, switches, firewall, etc as well as help troubleshoot problems encountered with these devices. (served as eyes and ears on the ground on behalf of the network and server team). Inventory 

Connexion Systems + Engineering/CIGNA (Mpls, MN)

Desktop Support Analyst (Lead, PDS) 2007-2008

  • - Performed ghost imaging and data backups
  • - Deployed workstations to assigned users
  • - Provided desktop support to users at GIGNA
  • - Configured MS Office and Outlook for users as well as other proprietary software applications
  • - Provide support for resolution of Helpdesk/Desktop problems including: PC troubleshooting (hardware, applications, connectivity, end-user configuration. etc.), diagnose hardware failures and refer to appropriate vendor for repair
  • - Installation and configuration of Printers and Scanners,
  • - Computer pre-builds
  • - Track, troubleshoot and resolve post deployment issues
  • - Remote user /computer support

 

Tech-Pro/MoneyGram International (Mpls, MN)

Technical Support Specialist 2007       

Responsibilities:         

  • - Provided first level support to MoneyGram’s agents with their POS equipment and any related requests (troubleshooting POS, Keypads & Computer equipment issues).
  • - Determining the type of platform, the agent is using, the problem the agent is experiencing and the immediate resolution for the agent to sell MoneyGram products.
  • - Assist agents in making changes to the operation of their POS, including but not limited to dial-up, dsl, network configurations & connections.
  • - Ensure proper MoneyGram remittance amounts, reauthorizing agents as needed, increasing sales limits/hours, etc.
  • - Ensure each call received is logged into the appropriate call tracking system thoroughly and accurately
  • - Escalate calls that cannot be resolve to the appropriate level as needed.
  • - Remote user computer support

ACI Transportation Network (Mpls, MN)

Setup Technician

2006-2007        

Responsibilities:         

  • - Computer System Setup and networking (LAN/Wireless)
  • - Network Printer Setup and Configuration
  • - Customer Service – Performed Computer Training for users on new software
  • - Computer Repairs, Diagnostics, Upgrading and Maintenance
  • - Spyware, Virus & Malware Detection, Removal & Prevention

Ajilon Consulting/Target Corporation (Mpls, MN)

Helpdesk/Technical Support Specialist

2006  

Responsibilities:

  • - Phone and technical support for Target Rollout Team
  • - POS support – remotely troubleshoot devices and phone support for field techs
  • - Responsible for coordinating the removal and installation of new hardware equipment
  • - Remote software installation (Service pack rollout) as well as remote System Deployment, Configuration and Testing
  • - Run tests on newly installed hardware equipment and software to ensure proper functionality
  • - Escalated issue to the appropriate department as needed
  • - Remote user /computer support

Quickens Systems and Business Services (Takoradi, Ghana)

Software Instructor/PC Technician

2001-2004                    

Responsibilities:                                 

  • - Typesetting/Data Entry
  • - Computer Graphic Designing
  • - Computer software Instructor
  • - Internet Café Attendant
  • - Phone Support/ IT Consulting
  • - Computer Repairs, Diagnostic, Upgrading and Maintenance
  • - Networking (LAN /Wireless)

Loefred Ventures (Takoradi, Ghana)

Software Instructor/ PC Technician

2000-2001

Responsibilities:

  • - Typesetting/Data Entry
  • - Computer Graphic Designing
  • - Phone Support/IT Consulting
  • - Computer Repairs, Diagnostic, Upgrading & Maintenance

Education:

  • - Minnesota State College, Southeast (Currently Pursuing)

Cyber|Information Security

  • - High-Tech Institute (A branch of Anthem College; Phx, AZ)

A.A.S. Degree, Computer Networking & Security                               

  • - Wang Computer Training Institute

Diploma, Management Information Systems              

  • - Data-Dang Computer Training Institute

      Certificate, Computer Software Applications              

 

Technical Skills:                                                                     

  • - Microsoft Office 2010 through 2019/Office 365, WPS Office, Open Office
  • - Windows XP/Vista/Windows 7/Windows 8, 8.1/Windows 10/Windows 11
  • - Windows Server 2008/2012/2016/2019 installation and configuration
  • - DHPC, TCP/IP and DNS Setup/Configuration/troubleshooting
  • - Linux (Ubuntu, Mint, Caine)
  • - Visio, Cisco packet tracer, Wireshark, Cain and Abel
  • - PC Troubleshooting and Diagnostics/Smart phone/Mobile device support
  • - Partitioning and Formatting (include low level formatting)            
  • - Hardware Installs/de-installs/Configuration/Smart hands support
  • - Printer/Copier/Fax Installation/Configuration/Troubleshooting
  • - Software Installs & Configuration
  • - Data Backup and restore
  • - Networking (LAN/Wireless)
  • - Helpdesk/Phone Support/Desktop support/Network support
  • - Remote User /Computer support
  • - Hardware Break/Fix Experience
  • - Move/add/change support experience
  • - Virus, Spyware & Malware Cleanup
  • - Setup/Configure AV systems (Residential and Small businesses)
  • - Windows operating system migration/deployment/SCCM/USMT
  • - Social Media setup, administration/support (YouTube, Facebook, Twitter, Instagram etc)
  • - Computer |Network security implementation |best practice
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