Sydney Tagoe
@sydneytagoe
I resolve Tier 1–2 IT incidents across Windows, Active Directory, networks, and ServiceNow.
United StatesWhat I'm looking for
I've resolved 10–20+ daily incidents in a high-volume 24/7 environment at Advantage Home Care, troubleshooting system access, application, and operational issues while maintaining SLA compliance and 100% documentation accuracy.
At Williams Networking, I handled Tier 1–2 support tickets involving connectivity, account access, and configuration issues. I've performed Active Directory provisioning, password resets, and permissions management, and troubleshoot networks using TCP/IP, DNS, and DHCP fundamentals.
I'm building further ServiceNow administration capability through a developer instance, where I've simulated incident workflows and resolved 25+ support tickets. I hold CCNA and ITIL Foundation certifications and am pursuing ServiceNow CSA certification as I transition into a full-time IT support role.
Experience
Work history, roles, and key accomplishments
Independent Financial Trader
Self Employed
Feb 2024 - Present (2 years 6 months)
Executed trades on NASDAQ (NQ) and S&P 500 (ES) futures contracts using disciplined risk management strategies. Maintained detailed trade logs and performance tracking to drive data-informed decision making.
Care and Operations Support Specialist
Advantage Home Care
Mar 2019 - Jan 2024 (4 years 10 months)
Resolved 10–20+ daily incidents in a high-volume 24/7 environment, ensuring SLA compliance and service continuity. Served as escalation point for high-priority incidents, reducing downtime and improving response time.
Network Administrator
Williams Networking
Mar 2017 - Feb 2018 (11 months)
Resolved 15–25 Tier 1–2 support tickets weekly involving connectivity, account access, and configuration issues. Performed Active Directory provisioning, password resets, and permissions management.
Troubleshot POS systems, printers, and internal tools, reducing downtime and improving operational efficiency. Trained 30+ staff on technology usage and support processes.
Managed 50+ client relationships while supporting Salesforce CRM usage and reporting operations. Provided frontline technical support for hardware and software issues while coaching team members.
Education
Degrees, certifications, and relevant coursework
Goldey-Beacom College
Bachelor of Science, Accounting
2008 - 2009
Pursued studies in Accounting at Goldey-Beacom College from 2008 to 2009.
Tech stack
Software and tools used professionally
Availability
Location
United StatesAuthorized to work in
Job categories
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