Gideon Ofoe Agboka
Greater Accra
Summary
Dedicated and detail-oriented Technical Support Engineer with comprehensive expertise in systems administration, data center infrastructure management, and audit and compliance practices. Proven ability to deliver exceptional technical support, optimize system performance, and ensure compliance with industry standards and regulations.
Overview
10
10
years of professional experience
4
4
Certifications
Work History
Technical Support Engineer & Quality Officer
Paix Data Centres
01.2018 - Current
- Responded to customer emails and tickets within SLA, ensuring 99.998% uptime.
- Implemented new technical support strategies resulting in a 20% decrease in average resolution time for challenging issues, leading to a 15% increase in client satisfaction scores and a 25% improvement in client retention rates over the last fiscal year.
- Implemented risk assessments and mitigation strategies resulting in a 30% reduction in identified risks, leading to a 15% decrease in quality issues experienced during service audit.
- Implemented preventive measures that successfully averted 80% of potential issues identified through analysis. This initiative resulted in downtime and maintenance costs reduction by 5%.
- Implemented remote support resulting in a 50% reduction in average resolution time for hardware and software issues. Client satisfaction scores improved by 20% due to the promptness of remote assistance. Additionally, remote support resolved 90% of issues without requiring on-site visits.
- Led internal audits, coordinated Ghana team for ISO 27001 and ISO 22301 certification. Led creation of DCOS documentation, formatted documents to company standards.
- Explained technical information in clear terms to promote better understanding for non-technical users.
IT Help Desk Technician
Royal Masters Education Centre
03.2014 - 01.2015
- "Raised customer satisfaction by reducing average response time to IT problems by 40%.
- Increased system efficiency by achieving a 20% improvement in system uptime after implementing proactive maintenance measures and regular updates.
- Downtime experienced by end-users was reduced by 40%, leading to significant improvements in user productivity.
- Achieved a 20% increase in customer satisfaction scores after implementing regular check-ins with users to ensure problem resolution.
- Achieved a 40% decrease in average resolution time for hardware, software, and network issues due to efficient diagnosis and troubleshooting.
- Reduced average resolution time by 25% through efficient desk-side support services.
- Achieved a 20% increase in system uptime after implementing proper installation and maintenance practices.
Education
Diploma in System Engineer -
IPMC Ghana
Dansoman, Accra, Ghana.WASSCE -
Apam Senior High School
Apam, Central, GhanaBECE -
Potential Skills Academy
Been-to-Complex, Accra, GhanaSkills
Certification
Cisco Certified Network Associate Routing and Switching, Cisco - 2019
Timeline
Technical Support Engineer & Quality Officer
Paix Data Centres
01.2018 - Current
IT Help Desk Technician
Royal Masters Education Centre
03.2014 - 01.2015
Diploma in System Engineer -
IPMC Ghana
WASSCE -
Apam Senior High School
BECE -
Potential Skills Academy
Cisco Certified Network Associate Routing and Switching, Cisco - 2019
Data Centre Certified Associate, Energy University - 2018
Microsoft Certified Solution Expect, Microsoft - 2017
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