Roch Apetoh
IT Support Desk Technician @The 20 MSP
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WORK HISTORY
IT Support Desk Technician @The 20 MSP
US
Resolving 20+ client tickets weekly, ensuring 75%+ first-contact resolution rate and improving customer satisfaction- Collaborated with upper tier technicians to escalate complex issues, documented recurring fixes, and contributed to resolving 80% of tickets within SLA targets- Communicated technical steps clearly to non-technical users, improving user satisfaction and minimizing repeat requests.
EDUCATION
University of Maryland Global Campus
Second Bachelor's Degree
African Institute of Computer Science (IAI-TOGO)
Bachelor's degree
ABOUT ROCH APETOH
I\'m a Software Engineer with 3+ years building production full-stack and AI-powered…
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