Emmanuel Peprah Boateng
Accra
Summary
Results-driven IT professional and Computer Science graduate with a focus on cybersecurity and customer service. Currently contributing to the Google Business Profile Support Project at Concentrix, delivering high-quality support and leveraging technical skills to address intricate challenges. Expertise includes web development, data integrity, and process management, demonstrating adaptability across various roles.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Customer Service Agent
Concentrix
06.2025 - Current
- Provide specialized support to business owners on Google Business Profile.
- Resolve technical issues related to account access, business verification, and listing accuracy.
- Ensure excellent customer experience by handling inquiries via multiple communication channels.
- Collaborate with cross-functional teams to escalate complex issues and deliver timely solutions.
Assistant Officer
Ghana Cocoa Board
01.2021 - 12.2023
- Collected and managed farmers' biodata for accurate record-keeping.
- Issued cocoa cards to registered farmers while maintaining confidentiality.
- Conducted data analysis to support decision-making and improve operational efficiency, process accuracy, stakeholder coordination, and data reporting.
Information Security Officer
I-AKROTECH Company Ltd
06.2019 - 04.2023
- Developed and enforced IT security policies and procedures.
- Performed penetration testing and vulnerability assessments to safeguard company systems.
- Responded to security incidents and coordinated remediation strategies.
- Educated staff on cybersecurity best practices and conducted awareness training.
- Remote
Mobile Workstation Operator
National Identification Authority
05.2019 - 12.2020
- Enrolled applicants into the national database using biometric tools.
- Verified identification documents and ensured compliance with data security standards.
- Delivered excellent customer service while resolving applicant issues.
- Biometric systems, verification processes, and compliance with national standards.
National Service
Inspired Technology Consult
09.2017 - 08.2018
- Performed system security analysis and vulnerability management.
- Supported automated patch deployments and IT infrastructure upgrades.
- Conducted training sessions on cybersecurity awareness.
- IT Security Support
Intern
Judicial Service (Court of Appeal)
06.2015 - 08.2015
- Supervised IT staff and trained developers on secure coding methods.
- Managed IT-related projects and monitored secure software development.
- Produced monthly IT performance reports and project updates.
- IT Department
Education
Bachelor of Science - Computer Science
Christian Service University College
Kumasi01.2017
Skills
- Web development: PHP, HTML, CSS, JavaScript, Bootstrap
- Database management: SQL
- IT support: Hardware and software
- Cybersecurity: Cortex XDR, Splunk, penetration testing, vulnerability assessment
- Business tools: Microsoft Excel, PowerPoint, Word, Google Workspace
- Interpersonal skills: Customer service, problem-solving, team collaboration, communication
Certification
- Microsoft Certified: Security Operations Analyst
- Certified Security Awareness 1 (Mile2)
- Diploma in Project Management (IBMI – Berlin)
- Information Systems Security (Alison)
- Diploma in IT Support Technician (Alison)
- IT Management – Software & Databases (Alison)
References
Available upon request
Timeline
Customer Service Agent
Concentrix
06.2025 - Current
Assistant Officer
Ghana Cocoa Board
01.2021 - 12.2023
Information Security Officer
I-AKROTECH Company Ltd
06.2019 - 04.2023
Mobile Workstation Operator
National Identification Authority
05.2019 - 12.2020
National Service
Inspired Technology Consult
09.2017 - 08.2018
Intern
Judicial Service (Court of Appeal)
06.2015 - 08.2015
Bachelor of Science - Computer Science
Christian Service University College