Akeem Raphael
About Akeem Raphael
Akeem Raphael is a Senior Technical Support Analyst at Harvard Business School, where he has worked since 2014. He specializes in troubleshooting hardware and software issues, managing user accounts, and mentoring interns.
Work at Harvard Business School
Akeem Raphael has been employed at Harvard Business School since 2014 as a Senior Technical Support Analyst. In this role, he manages a high volume of technical support requests, ensuring efficient resolution of issues. He has previously held positions at the institution, including Desktop Support Technician and Intern/Desktop Support Specialist. His responsibilities include creating and administering accounts through Active Directory and O365 Exchange, as well as handling incidents in Canvas and other learning management systems.
Technical Support Expertise
Akeem Raphael specializes in troubleshooting and repairing both Mac and PC hardware and software issues. He efficiently manages a fast-paced work queue, addressing diverse requests and incidents. His role involves triaging and escalating complex O365 issues to Microsoft engineers when necessary. He also administers accounts in Changepoint, contributing to effective project management.
Achievements in Service Desk Operations
In fiscal year 2019, Akeem Raphael closed the highest volume of tickets on the Service Desk, totaling 1,961 tickets. This achievement highlights his ability to handle a significant workload while maintaining quality support for users.
Education and Training Background
Akeem Raphael studied at Bunker Hill Community College from 2007 to 2008 and at Cambridge College from 2012 to 2013. His educational background provides a foundation for his technical skills and support capabilities in his current role.
Mentorship and Intern Support
Akeem Raphael mentors and supports Year Up interns, providing guidance and training in technical support. His involvement in mentorship reflects his commitment to developing the next generation of technical support professionals.