Emmanuel Mensah

Computer
Scientist

01

Know
About me

As a technology enthusiast with a deep passion for data security, I am committed to providing innovative IT solutions that not only meet users' technology needs but also prioritize the protection of valuable information.

With a knack for problem-solving and a drive for success in any field I venture into, I thrive on pushing boundaries and inspiring others to achieve their goals. I relish the opportunity to learn new technologies and innovations, constantly expanding my skill set to stay at the forefront of the industry.

02

My
Education

September 2020 - May 2023

Rutgers University

Bachelor of Science in Computer Science

Cum Laude with Honors
January 2018 - July 2019

Deptford Township High School

Diploma

Honors Student

03

My
Experience

November 2023 - Current

Rowan University

Mullica Hill, New Jersey

Technical Assistant/ Customer Service
- Managed the Card Office main phone, escalating calls for resolution, and troubleshooting card issues.
- Assisted in the production and distribution of RowanCards for eligible students, faculty, staff, and affiliates.
- Perform hands-on work with computers, database systems, and digital-photo imaging equipment via Card Exchange system.
- Track customer service trends and support process improvement.
- Answer questions regarding policies, procedures, systems, and processes related to Rowan University's ID card services and related systems.
- Contributed to the management of the RS2 access control system, including door schedules and access levels.
- Maintained the Short-Term Door Access application and collaborated with departments on enhancements.
- Managed the building manager functional group in RIMS.
- Deactivated RowanCards for withdrawn students and communicated updates to the Card Services Administrator.
- Actively participated in Freshmen Orientation and Move-In activities.
- Reviewed and updated the RowanCard website to ensure accuracy and suggested enhancements.
- Assist with documentation of operational processes and procedures.
- Act as administrative support to the RowanCard office by performing daily reconciliations of RowanCard related revenue; processing refunds and donations; notarizing documents (training provided); and processing mail-in and online requests for RowanCard renewals.
- Participate in, and coordinate, various projects with other departments that have special card production needs year-round, including the production and distribution of cards for summer and special programs, school-specific, first-year/new students, and other carding initiatives.
January 2024 - April 2024

ServiceNow

Remote

ServiceNow NextGen Apprenticeship
- Completed intensive training program focused on ServiceNow platform fundamentals, administration, development, and best practices.
- Acquired comprehensive knowledge and practical skills in IT Service Management (ITSM) principles and practices.
- Proficient in ServiceNow platform navigation, application creation, workflow design, and configuration management.
- Developed expertise in JavaScript, HTML, CSS, and ServiceNow APIs for custom application development.
- Demonstrated ability to administer ServiceNow instances, manage user access, and maintain data integrity.
- Implemented automation solutions utilizing ServiceNow workflows, orchestration, and scripting to streamline business processes.
- Utilized ServiceNow reporting and analytics tools to create insightful reports, dashboards, and KPI tracking mechanisms.
- Applied industry best practices, including adherence to ITIL frameworks and security standards, in ServiceNow solution implementation.
- Completed hands-on projects, including the development of custom ServiceNow applications and optimization of ITSM processes.
December 2022 - November 2023

Altov Group

New Jersey

Help Desk Support/ Customer Service
- Responding to and resolving hardware and software service requests for workstations, peripherals, and phones.
- Troubleshooting networking issues to physical layer, OS and hardware issues, and DNS / DHCP issues.
- Following instructions and pre-established guidelines to perform job functions.
- Being familiar with Service Level Agreements (SLAs) and proper response times.
- Maintaining help tickets.
- Prioritize customer satisfaction in all communications, directing unresolved issues to next-level personnel.
- Creating and maintaining end-user accounts.
- Troubleshooting desktop computers (multiple operating systems and applications).
- Scheduling, troubleshooting, and setting up teleconferencing.
- Managing Voice over Internet Protocol (VOIP) systems.
- Acting as an internal resource and guide customers remotely and in person through systems configuration, troubleshooting, and maintenance
- Listen attentively to customers’ questions and concerns and offer optimal solutions.
- Work with desktop support engineers to provide customers with superior service.
- Represent Altov Group with professionalism and integrity while helping to advance our company mission.
July 2022 - October 2022

Oigetit Fake News Filter

Las Gotas, California

Quality Assurance Analyst Intern
- Conducted manual testing to evaluate software functionality, usability, and performance.
- Developed test cases, executed them, and documented results.
- Assisted software development team with bug reports and issue resolution.
- Monitored software performance and contributed to improvement efforts.
- Assisted in building and implementing software tools for data interpretation and analysis.
- Prepared reports and delivered presentations to aid in bug resolution.
- Participated in special projects and meetings focused on enhancing application performance.
June 2018 - January 2022

Amazon

Amazon Fulfillment Center, West Deptford, NJ

Fulfillment Associate 1
- Troubleshot and resolved any technical issues.
- Worked in a team to meet productivity goals.
- Maintained a clean and organized work area.
- Trained new employees to help adapt to the fast-paced environment.
- Sorted and monitored package flow through the facility ensuring accurate tracking.
- Processing, packaging, and shipping orders accurately
- Ensuring that stocks and inventory are well-organized and maintained.
- Examining and inspecting products for defects and damages
- Receiving, unloading, and arranging inventory items appropriately
- Discharging duties in strict compliance with amazon safety and hygiene regulations
- Actively participating and contributing ideas on ways to improve and/or optimize warehousing procedures.
- Following the state health and safety regulations and practices
- Offloading amazon delivery trucks that transport goods and/or merchandise into the warehouse.