EUGENE K. M. AMISSAH
Tema
Summary
Astute IT Specialist with proven ability to analyze, diagnose and resolve computer user support issues. Experienced in providing comprehensive technical support to users and resolving complex technical issues. Possesses knowledge of standard operating systems and networking protocols.
Overview
10
10
years of professional experience
Work History
IT Specialist
FOUR CORNERS COMMUNITY SERVICES
10.2023 - Current
- Provide technical support, addressing hardware and software issues
- Optimize network performance through regular monitoring and maintenance.
- Explain technical information in clear terms to promote better understanding for non-technical users.
- Collaborate with IT Team to implement technology-related projects
- Google admin console management.
- Configuring hardware, devices, and software to set up work stations for employees.
- Manage hardware and software inventory, ensuring timely updates and replacements as needed.
- Research and identify solutions to technical problems.
- Respond to customer inquiries and provided technical assistance over phone and in person.
- Test new software and hardware prior to deployment.
Desktop and Mobile Support Engineer
ECOBANK GHANA PLC
12.2021 - Current
- Configuring, installing and troubleshooting computer systems to meet organization's compliance
- Following up with users to ensure their systems are functional, reporting customer feedback and potential product requests
- Providing basic training in computer operation and management.
- Installing new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
- Monitoring system performance to identify potential issues.
- Installing, configuring and maintaining computer systems and network connections.
- Configuring hardware, devices, and software to set up work stations for employees.
- Improving help desk ticket resolution times through diligent prioritization of requests based on urgency level.
- Providing comprehensive technical support for users, addressing various issues related to computer systems, peripherals, and applications.
Operations Specialist
VFS GLOBAL (PVT) GHANA
05.2019 - 05.2020
- Scrutinized required documents for visa application process
- Reached out to customers for verification of information via phone
- Resolved customer complaints via emails, calls
- Submitting applications and picking up decisions made on applications by consulate/embassy.
- Boosted overall customer satisfaction, resolving complaints and inquiries in timely and empathetic manner.
- Generated reports detailing findings and recommendations.
- Evaluated customer needs and feedback to drive product and service improvements.
- Maintained accurate records and ensured data confidentiality through diligent file management practices.
IT Support Engineer
GHANA PORTS AND HARBOURS AUTHORITY
09.2017 - 07.2018
- Monitoring the Wi-Fi Network within the Port of Tema
- Identifying, performing troubleshooting and solving network connectivity and performance issues
- Advising on and eliminated problems for end users in person or via telephone
- Performing hands-on fixes when alerted of problems by monitoring system
- Undertaking inventory of computers, printers, toners and cartridges
- Training end users in using Helpdesk system.
IT Support Specialist
GHANA PORTS AND HARBOURS AUTHORITY
06.2015 - 08.2015
- Participated in the erection of the E-GATE systems at the central gate of the Port of Tema
- Performed troubleshooting and diagnosis to hardware/software network failures, and providing resolutions
- Monitored the LAN/WAN network environment including routers, switches, firewalls, and internet access and software applications
- Training users on Microsoft Office Suite and the use of the World Wide Web (Internet).
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Delivered onsite technical support for over 200 employees.
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
- Managed backup and recovery of data assets to safeguard system availability.
- Created help desk tickets, troubleshot and resolved desktop issues.
IT Technical Support Intern
TRADEOCEAN LOGISTICS LIMITED
05.2014 - 08.2014
- Providing support, including procedural documentation and relevant reports
- Testing and evaluating new technology
- Installing and configuring computer hardware, operating systems and applications.
- Delivered onsite technical support for [Number] employees.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Optimized network performance with regular maintenance checks, software updates, and hardware upgrades.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
Education
Google Cybersecurity Professional Certificate -
Google
09.2023
Executive Certificate in Business Administration - Business Administration And Management
Accra Business School
Accra, Ghana04.2023
Cybersecurity Essentials -
Cisco Networking Academy
05.2020
Introduction to Cybersecurity -
Cisco Networking Academy
09.2018
Introduction to Computer Networking -
Stanford School of Engineering
05.2018
Bachelor of Science - Computer Engineering
Ghana Communication Technology University
Accra, Ghana07.2017
Certificate in Fibre Optic Cable Splicing -
JOHVIC FIBERTECH SOLUTIONS
04.2017
West African Senior Secondary Certificate Examination - General Science
Oforipanin Senior High School
05.2013
Skills
- Technical Support
- Microsoft Office 365
- Cybersecurity Expertise
- Customer service and Technical skills
- System Administration
- IT Troubleshooting
- Information Security
- Technical issue analysis
- Ticket management
- Call Center Operations
- Remote Technical Support
- Hardware and Software Configuration
Timeline
IT Specialist
FOUR CORNERS COMMUNITY SERVICES
10.2023 - Current
Desktop and Mobile Support Engineer
ECOBANK GHANA PLC
12.2021 - Current
Operations Specialist
VFS GLOBAL (PVT) GHANA
05.2019 - 05.2020
IT Support Engineer
GHANA PORTS AND HARBOURS AUTHORITY
09.2017 - 07.2018
IT Support Specialist
GHANA PORTS AND HARBOURS AUTHORITY
06.2015 - 08.2015
IT Technical Support Intern
TRADEOCEAN LOGISTICS LIMITED
05.2014 - 08.2014
Google Cybersecurity Professional Certificate -
Google
Executive Certificate in Business Administration - Business Administration And Management
Accra Business School
Cybersecurity Essentials -
Cisco Networking Academy
Introduction to Cybersecurity -
Cisco Networking Academy
Introduction to Computer Networking -
Stanford School of Engineering
Bachelor of Science - Computer Engineering
Ghana Communication Technology University
Certificate in Fibre Optic Cable Splicing -
JOHVIC FIBERTECH SOLUTIONS
West African Senior Secondary Certificate Examination - General Science
Oforipanin Senior High School
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