Virtualization Technologies (eg, VMware, Hyper-V)
Joseph Tawiah Kwetey
Accra
Summary
Proven IT Support Engineer from Margins Group, adept in Network Troubleshooting and fostering user satisfaction. Elevated system performance and security, achieving a significant increase in employee adoption rates through strategic upgrades and training. Excels in remote support and IT asset management, demonstrating exceptional problem-solving and communication skills.
A Technology-inclined professional possesses strong troubleshooting capabilities and customer-oriented attitude. Experienced in providing network and software support to users and developing and implementing technical solutions. Adept at analyzing system performance and security to drive optimal user experience.
Overview
6
6
years of professional experience
1
1
Language
Work History
IT Support Engineer
Margins Group
05.2018 - Current
- Managed inventory of computer equipment, standardizing hardware configurations for ease of maintenance and scalability.
- Installed, configured, tested and maintained operating systems, application software, and system management tools.
- Optimized system performance, conducting routine checks and addressing potential issues before escalation.
- Maintained detailed documentation of technical issues, resolutions, and knowledge base articles for future reference.
- Improved IT system performance by implementing proactive maintenance processes and timely upgrades.
- Increased user satisfaction through effective communication and timely resolution of support tickets.
- Provided remote support to offsite users, ensuring minimal disruption during business travel or remote work scenarios.
- Reduced downtime by quickly diagnosing and resolving hardware, software, and network issues.
- Delivered end-user training on new technologies, increasing adoption rates among employees.
- Enhanced network security with regular vulnerability assessments and prompt patch installations.
Education
Bachelor of Science - Information Technology
BlueCrest University College
Accra, Ghana06.2016
Skills
- Remote Desktop Support
- Network Troubleshooting
- Help Desk Support
- IT Asset Management
- Software Installation
- Application support
- Wireless Networking
- VPN Configuration
- System Administration
- Hardware diagnostics
- Server Management
- Desktop Deployment
Watching International News
I like watching political, football news and documentaries.
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Accomplishments
- Collaborated with team of over 100 in the implementation of National Identification System.
- Collaborated with team of 35 in the implementation of Persus System for Driver and Vehicle Licensing Agency of Ghana.
- Promoted to Senior Technical Officer after 24 months of employment.
- Trained and led technical support teams of more than 50 support specialists.
- Participated in various incentive programs and contests designed to support achievement of production goals.
- Increased number of resolved job tickets by 80% over previous year.
- Contributed to reduction in operational costs of 52%.
- Achieved 85% customer satisfaction by introducing iTop for Incident management tasks.
- Achieved Senior Technical Officer by providing Technical Support to National Identification System and verification with accuracy and efficiency.
- Supervised team of 25 staff members.
- Resolved product issue through consumer testing.
Certification
- Technical Support Specialist, Google Support Specialist - May 13, 2024
- Internet Security and You, Margins Group KnowBe4 - May 09, 2024
- AI Chatbots, Margins Group KnowBe4, May 10, 2024
- Compliance Management System, Senior IT Support Officer, Margins Group, November 16, 2023
Work Preference
Work Type
Full TimePart TimeWork Location
RemoteImportant To Me
Company CultureCareer advancementPaid sick leaveHealthcare benefits4-day work weekPaid time offWork from home optionPersonal development programsTeam Building / Company RetreatsQuote
The price of anything is the amount of life you exchange for it.
Henry David Thoreau
Software
Operating Systems Administration (Windows, Linux, macOS)
Database Management and SQL
Help Desk Ticketing Systems
Cloud Computing Services (eg, AWS, Azure, Google Cloud)
TeamViewer
AnyDesk
Microsoft365
Timeline
IT Support Engineer
Margins Group
05.2018 - Current
Bachelor of Science - Information Technology
BlueCrest University College
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