Open to opportunities

Felix Adjapong

@felixadjapong

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Results-driven IT professional with over 10 years of experience.

United States

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What I'm looking for

I am looking for a role that offers opportunities for growth, collaboration, and innovation in IT support and security.

I am an IT professional with over 10 years of hands-on experience in delivering end-user support and resolving complex technical issues. My expertise lies in maintaining enterprise IT systems in fast-paced environments, ensuring seamless operation of hardware, software, and network services. I excel in providing desktop and remote assistance, managing support tickets, and supporting Windows 10, Microsoft 365, and Active Directory across diverse platforms.

Throughout my career, I have demonstrated a strong commitment to service delivery and information security compliance. My role as Programs Manager at New Insight Behavioral Health involved managing Help Desk requests, training employees, and performing system updates. I have also worked as a Customer Engineer II at NCR Corporation, where I maintained the Help Desk knowledge base and provided support for various IT operations. My experience as a SOC Analyst Intern at Lolubyte Inc. further honed my skills in incident investigation and security monitoring.

Experience

Work history, roles, and key accomplishments

Current

Programs Manager

Current

New Insight Behavioral Health

May 2023 - Present (2 years 1 month)

Managed Help Desk requests and triaged technical issues while participating in end-user outreach programs. Trained employees on software tools and performed system updates. Generated reports on security status and compliance, and drafted grant proposals.

Technical Training system updates Data Analysis IT Security Compliance Ticketing Systems User Support Reporting Communication

Customer Engineer II

NCR Corporation

Jul 2019 - May 2023 (3 years 10 months)

Provided IT support by maintaining the Help Desk knowledge base and resolving hardware/software issues. Managed IT asset inventory and supported user hardware and software. Collaborated with teams to expedite ticket resolution and maintained confidentiality of information.

Help Desk Support Customer Service Ticket Resolution Collaboration Documentation A V Support IT Operations

SOC Analyst Intern

Lolubyte Inc

Aug 2020 - Jan 2021 (5 months)

Supported incident investigations and documented actions taken to mitigate threats. Analyzed security event data and conducted log analysis using Splunk. Worked in a 24x7 Security Operations Center to identify and mitigate intrusion attempts.

Security Analysis Log Analysis Splunk Security Policies Documentation

IT Assistant

Howard Community College

Aug 2014 - Jun 2016 (1 year 10 months)

Assisted in creating electronic books for individuals with disabilities and provided technical support for the Administration department. Proficient in various software tools and responsible for drafting and editing materials.

Technical Support Electronic Book Creation Microsoft Office Drafting Proofreading Troubleshooting Administration Communication Programming

Education

Degrees, certifications, and relevant coursework

Towson University

Bachelor of Science, Information Technology

2018 - 2022

Grade: 3.5

Completed a Bachelor of Science in Information Technology, focusing on various aspects of IT systems, programming, and support. Achieved a cumulative GPA of 3.5, demonstrating strong academic performance.

Howard Community College

Associate Degree, Information Technology

2014 - 2016

Served as an IT Assistant in the Administration department, providing technical support and assistance in creating electronic books for individuals with disabilities. Gained proficiency in various software tools.