Summary
Overview
Work History
Education
Skills
Accomplishments
Activities
Projects
Timeline
Generic
Dawuda Otoo

Dawuda Otoo

Accra

Summary

Creative technical support representative eager to find novel and productive solutions for customer issues. Adapts to unique complaints and queries with thorough research and expert critical thinking skills. Committed to problem resolution and customer satisfaction.

Overview

12
12
years of professional experience

Work History

IT Support Specialist

Danone
09.2016 - Current
  • Provides technical assistance for effective business operations
  • Install and manage Conference systems
  • Collaborates with network users to identify IT issues and recommend improvements
  • Spearheaded the Installation of CCTV Cameras throughout the company premises to ensure security and monitoring of the organization’s physical assets
  • Coordinates and facilitates quarterly cyber-safe training for all staff.
  • Delivered onsite technical support for over 100 employees.
  • Determined hardware and network system issues using proactive troubleshooting techniques.
  • Managed backup and recovery of data assets to safeguard system availability.
  • Managed high levels of call flow and responded to technical support needs.
  • Researched product and issue resolution tactics to address users concerns.
  • Promoted efficiency among departments with prompt resolution of system issues.
  • Responded promptly to incoming sales leads and requests for technical support.
  • Identified potential sales and cross-selling opportunities and informed the supervisor.
  • Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
  • Updated software to safeguard against security flaws.
  • Answered questions and provided information to customers about new software or hardware.
  • Assigned system permissions and set up computers to assist with onboarding new employees
  • Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
  • Wrote and reviewed tickets to request maintenance to various types of equipment.
  • Used ticketing systems to manage and process support actions and requests.
  • Resolved escalated issues by serving as a subject matter expert on wide-ranging issues.
  • Provided Tier 1 IT support to non-technical internal users through desk side support services.
  • Created help desk tickets, troubleshot and resolved desktop issues.
  • Loaded software, granted permissions, and configured hardware for new employees as part of the onboarding process.
  • Assisted users in identifying issues and explaining solutions to restore service and functionality.

IT OFFICER

Liberty Trust Microfinance Limited
06.2012 - 08.2016
  • Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
  • Interacted and negotiated with vendors, and contractors to secure products and services.
  • Built, repaired, and installed computer-related hardware based on deployment procedures.
  • Updated customers and senior leaders on progress and roadblocks.
  • Customized and repaired technology based on staff requests.
  • Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
  • Guided organizational technology strategy and roadmaps.
  • Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
  • Created and terminated user's accounts from start to finish in business applications.
  • Demonstrated familiarity with the latest hardware, software, and networking technology.
  • Coordinated secure system access for users to various department systems and platforms.
  • Implemented and maintained technology and software budgets.
  • Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
  • Oversaw the development and implementation of improvements to support network operations.
  • Analyzed network security and current infrastructure, assessing areas in need of improvement.
  • Managed the life-cycle replacement of hardware and software.
  • Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
  • Understood key product management roadmap objectives and requirements to develop a product technology strategy.
  • Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
  • Communicated with the executive team and CEO to maximize development efficiencies and resolve technology issues.
  • Coordinated IT operations activities to deliver a smooth flow of daily business needs.
  • Communicated regularly with customers concerning data exchange and technology integration.
  • Oversaw development and implementation of improvements to support network operations.
  • Implemented and maintained technology and software budgets.

Education

High School Diploma -

Institute of Digital Marketing And Communications
04.2024

Bachelor of Science - Information Technology

Ghana Communication Technology University
Tesano, Accra
07.2024

High School Diploma -

IPMC Institute of Technology Accra, Ghana
Graphic Road, Accra
06.2010

Skills

  • Configuration Management
  • System enhancement
  • Cost Analysis
  • Instruction and training
  • Hardware upgrades
  • Wireless area networking
  • IT Security Management
  • Application support
  • Client Relationship Building
  • Backup and recovery

Accomplishments

  • Recipient of individual and departmental awards for providing stellar client service.
  • Promoted to Senior Help Desk after 12 months of employment.
  • Contributed to a reduction in operational costs of 20%.
  • Increased the number of resolved job tickets by 40% over the previous year.
  • Collaborated with a team of 3 in the development of security design and implementation.

Activities

  • Member, Technology Students Association (TESA), Ghana Communication Technology University
  • Member, Association of Computing Students, Ghana Communication Technology University
  • Volunteer, IT Instructor, Extra Classes organized by the Okaikoi-South Sub-Metro Chairman for Junior High School final year examination candidates to prepare them enough for their final exams
  • Volunteer, Youth Sensitization Programme organized by Okaikoi South Sub-Metro Chairman to educate the youth on the effects of drug abuse and teenage pregnancy and also provide counseling to those who are victims

Projects

Web Design & Development, Ghana Communication Technology University, 01/2021, Utilize HTML to create a dummy site for a hypothetical tech consulting company. Develop website maps, image templates, and page templates to meet user needs. Translate the “client” needs description into a functioning mock-up complete with a landing page, online registration form, and embedded video content; presented to classmates. Application Development, Ghana Communication Technology University, Collaborated in a team environment to design and develop an online mobile vendor Location app for Fanmilk Limited, the biggest Ice cream manufacturing company in Ghana using PHP and MySQL, and the integration GPS.

Timeline

IT Support Specialist

Danone
09.2016 - Current

IT OFFICER

Liberty Trust Microfinance Limited
06.2012 - 08.2016

High School Diploma -

Institute of Digital Marketing And Communications

Bachelor of Science - Information Technology

Ghana Communication Technology University

High School Diploma -

IPMC Institute of Technology Accra, Ghana

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Dawuda Otoo