Dennis Gyimah

Master's

Information Technology (IT)

THE GEORGE WASHINGTON UNIVERSITY GWU

IT Tech Support Associate

- Played a crucial role in drafting, editing and creating technical data, reports and policies for senior management, seamlessly utilizing tools from various - Ensured compliance with GWU policies and procedures, maintaining a high degree of accuracy, attention to detail, and discretion in handling confidential - Conducted comprehensive training sessions for team members and end-users (staff and students), ensuring strict adherence to administrative rules, policies, and IT systems - Supported an average of 350 clients daily, by creating tickets, tracking and monitoring job status via SMART IT and Digital Workplace applications - Applied analytical and problem resolution skills to support both internal and external customers, conducting root cause analysis for effective - Utilized AWS Dashboard to analyze and visualize technical data, providing actionable insights to senior management and project leaders for informed - Served as a key liaison within a cross-functional team, facilitating effective communication and collaboration among team members and students to meet - Offered comprehensive administrative and logistical support to team members, both in the office and on the field and assumed responsibility for ensuring the quality and timeliness of work assignments, particularly in producing technical reports for senior management - Leveraged virtual machines, such as VMware Workstation, and remote connectivity products, such as Microsoft Remote Desktop, to orchestrate and enhance desktop operations, contributing to heightened efficiency and optimized workflows - Actively engaged with cutting-edge security solutions, such as antivirus systems, Multi-Factor Authentication (MFA) Tools (e.g., Microsoft and Google Authenticator, YubiKeys), and conducted frequent security training programs. This enhanced the organization's ability to detect and respond to potential - Spearheaded an initiative to enhance students and staff proficiency in Windows, MAC, iOS, Android and Linux operating systems, exhibiting strong - Enhanced desktop operations at GWU by integrating Microsoft Office 365 tools - Word, Excel, Powerpoint, including SharePoint, TEAMs, and Yammer - Displayed a strong initiative and passion for learning, staying abreast of industry trends and technologies to guide the team towards excellence - Led a dynamic team of 12 desktop technicians providing first-level incident management and routine systems support services, ensuring a seamless user