Bernard Tetteh

Help Desk Technician · Part-Time — CUNY Lehman College

Bronx, NY | Aug 2025 – Present

• Serve as a primary IT support contact for students, faculty, and staff across in-person, walk-in, phone, and remote channels, resolving 5–20 tickets weekly spanning hardware, software, network, and account access issues.
• Troubleshoot and support desktops, laptops, printers, Wi-Fi, VPN, and software installations across Windows, macOS, Chrome OS, iOS, and Android platforms.
• Manage full incident lifecycle in ServiceNow — from ticket creation through resolution — maintaining accurate records and following up with users via documented email summaries for complex or recurring issues.
• Consistently deliver user-focused support with high satisfaction reflected in positive feedback responses from students, faculty, and staff.

IT Support Specialist — Children's Arts & Science Workshops, Inc.

Bronx, NY | Sep 2024 – Jun 2025

• Managed user account provisioning and password resets in Active Directory, supporting staff onboarding and access control across office systems.
• Troubleshot hardware and peripheral issues including printers, monitors, and workstations, reducing downtime for office staff through timely resolution.
• Assisted with network connectivity troubleshooting including Wi-Fi and LAN issues, applying TCP/IP fundamentals to diagnose root causes.
• Configured and reimaged Windows workstations, installing software and applying OS updates to maintain endpoint compliance.
• Documented IT support procedures and recurring issues to improve resolution consistency and support knowledge sharing across the team.

IT Support Assistant · Part-Time — Electricity Company of Ghana

Accra, Ghana | Mar 2018 – Dec 2019

• Delivered first-line technical support to a user base of 50–100 staff, resolving 10–30 weekly tickets across hardware, software, and peripheral issues via ManageEngine ServiceDesk Plus.
• Diagnosed and resolved recurring software application and printer/peripheral failures, consistently reducing resolution time through documented troubleshooting procedures.
• Installed, configured, and maintained desktops, laptops, and business applications, ensuring reliable daily operations across the department.
• Managed user accounts, password resets, and access control permissions in alignment with internal IT policies.
• Assisted with network setup and connectivity troubleshooting, including routers, switches, and shared resources.
• Performed routine system updates, antivirus checks, and basic security configurations to maintain endpoint integrity.
• Delivered end-user training on systems, applications, and basic troubleshooting, improving staff self-sufficiency and reducing repeat inquiries.
• Maintained detailed incident logs and resolution records within ManageEngine ServiceDesk Plus, contributing to a growing internal knowledge base.

Cloud Resume Challenge — AWS Serverless Resume Website

2025 – 2026 | bernardtetteh.cloud

• Architected and deployed a globally distributed, fully serverless resume website on AWS using Route 53, CloudFront, S3, API Gateway, Lambda (Python 3.12), and DynamoDB — eliminating server management and reducing infrastructure cost to under $1/month.
• Built a serverless visitor counter backend using AWS Lambda and DynamoDB with atomic increment operations, integrated via API Gateway with CORS-enabled HTTP API, returning live visit counts to the frontend in real time.
• Configured CloudFront CDN with ACM SSL/TLS certificate for HTTPS enforcement and Route 53 DNS with Alias records, delivering sub-100ms global load times across 400+ edge locations.
• Diagnosed and resolved 6 real-world production issues including CORS misconfigurations, DynamoDB Decimal serialization errors, CloudFront cache invalidation failures, and API Gateway route mismatches — applying systematic debugging across the full AWS stack.

High-Availability Web Application — AWS VPC · ALB · EC2 · Auto Scaling · RDS Multi-AZ

2025 – Present | Independent Project

• Architected a multi-tier, fault-tolerant web application using a custom VPC with public/private subnets, an Application Load Balancer, EC2 Auto Scaling groups, and an RDS Multi-AZ database instance for production-grade resilience.

IT Support Lab Experience (Self-Directed)

2025 – Present | Independent Project | Freshservice ITSM | GitHub

• Managed end-to-end ITIL incident lifecycle using Freshservice ITSM, handling tickets across account access, hardware, and network categories with proper triage, priority classification, and resolution documentation.
• Performed root cause analysis on simulated IT incidents and documented structured resolution notes and knowledge base articles to support repeat issue reduction.
• Applied professional IT communication standards including SLA-aware status management, user-facing replies, and internal agent notes across all simulated helpdesk scenarios.