David Yasaiah

Setup user accounts and configure computer systems using Windows 10, 11, and Wireless network. Provided onsite desktop support with MS Teams, Webex, Outlook, and internal applications issues. Troubleshoot network connectivity issues, both logical and physical, and set up VC board meetings internal and external.

• Assist setup of VC board meetings with Teams meeting, Webex, and Zoom.
• Troubleshooting MS Teams issues.
• Printer setup and map.
• Assisting process onboarding and offboarding.
• Setup IT equipment and accessories for new onboarding staff and visitors
• Assisting setup new WBG Apples devices e.g. iPhone and iPad.
• Troubleshoot issues in software and hardware e.g. OneDrive, Outlook, laptop, desktop, iPhone and iPad.
• Internet browser compatibility and issues.
• Troubleshoot VPN issues in Global Protect.
• Windows 11 upgrade Project.
• Yubikey setup.
• Assist install Bank software's and applications with admin access.
• Assist troubleshoot via remotely use GoTo Resolve remote tool.
• Use MyConnect access to ActiveDirectory obtain BitLocker key and admin password for Win10.
• Use Microsoft Intune admin center Azure Cloud to obtain local admin password.

• Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
• Configured hardware, devices, and software to set up work stations for employees.
• Enhanced system performance by troubleshooting and resolving software, hardware, and network issues.
• Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
• Perform reimages machines with Windows or software corrupt.
• Troubleshoot Tablets for inmate with wifi connectivity and applications errors.
• Perform factory restore and reintallation applicatons in Adroid Tablets.
• Monitoring Ticketing queue in ITSM and assign to respective engineer according to cluster in Prison.

Support KTPH and CGH applications, analysis of the issues, diagnosis and resolution of client problems, which may range from straight forward to more complicated technical issues.

• Assist user with Windows locked and reset.
• Escalate to ID Admin for account disabled.
• Troubleshoot Hospital applications and compiled the issue escalate to FA's.
• Assist user with mapped shared drive.
• Follow up with user with 3 strike rules.
• Troubleshoot Level 1 Hardware / Network issues and escalate to Deskside engineer.
• Secured Doc account locked and run challenge data code with verify machine's owner and proceed for unlocked account.

Support shipping internal application (in-house applications) by analysis of the cause of the issues, troubleshoots finding root cause, and fixed the issue within SLA.

• Support in-house shipping applications.
• Troubleshoot applications issue comes with error to L2 developer if couldn't fix from L1
• Provide system process training and documentation to end-users.
• Perform testing for all new module applications released and feedback to developer with testing checklist.
• Assist and troubleshoot via remote access use Teamviewer.
• Perform grant access modules according to user jpb role with approval by HOD.