KWAMINA ARTHUR-MENSAH
Accra
Summary
Customer-focused IT professional with 7+ years’ experience delivering enterprise-level support across MacOS, Windows, cloud platforms, and collaboration tools. Skilled in managing helpdesk escalations, AV/conference room technology, networking, and SaaS administration for globally distributed teams. Proven ability to optimize IT operations, enhance security, and deliver reliable, user-centered technology solutions. Experienced in both on-site and remote IT support, with strong communication and problem-solving skills.
Overview
10
10
years of professional experience
1
1
Certification
Work History
Applications Specialist and IT Associate
Lincoln Community School
Accra
10.2022 - Current
- Provided enterprise-level support for MacOS & Windows laptops, conference room technology (AppleTVs, LCD projectors, speakers), and classroom AV equipment.
- Acted as escalation point for technical issues, achieving 90%+ customer satisfaction across 800+ staff and student accounts.
- Managed Google Workspace & Active Directory user lifecycle (onboarding/offboarding, permissions, access).
- Delivered IT helpdesk services, troubleshooting SaaS applications (iSams, Toddle, ManageBac, SageESS, OpenApply) to ensure secure, reliable performance.
- Conducted staff training (50+ employees) on software, collaboration platforms, and ticket systems (Freshworks/Freshdesk), increasing adoption and self-reliance.
- Authored IT process documentation, improving knowledge sharing and consistency across the team.
- Developed and implemented application training programs for faculty and staff to enhance technology integration.
- Collaborated with cross-functional teams to assess software needs and recommend optimal solutions.
Computer Systems Engineer
Electoral Commission of Ghana
Accra
09.2019 - 09.2022
- Supported 1,000+ employees with technical troubleshooting across endpoints, networks, and corporate systems.
- Trained 80+ staff on cloud-based applications, improving security posture by 15%.
- Customized and deployed Biometric Voter Software, ensuring reliable integration with existing systems.
- Delivered onboarding & IT training to end-users, raising system adoption and efficiency.
- Reduced IT operating costs by 30% through proactive system maintenance and optimization.
- Led troubleshooting efforts for hardware and software issues, ensuring minimal downtime during critical election periods.
- Mentored junior engineers on best practices in systems engineering and project management methodologies.
Web Design and Data Analyst
i3 Technologies
Kenya (Remote)
11.2021 - 08.2022
- Built reports and dashboards using SQL, Excel, and BI tools for data-driven decision-making.
- Oversaw database performance, security protocols, and backups, ensuring compliance and business continuity.
- Provided remote support for staff requiring database troubleshooting and system access.
- Analyzed large datasets to identify trends and inform business decisions.
Advanced AI Data Trainer
Invisible Technologies
San Francisco, California (Remote)
06.2023 - Current
- Trained AI Model by generating complex prompts that test the bot's conversational, creative, and factual skills.
- Evaluated the model's responses and ranked them according to preference and ability to follow the prompt exactly.
- Edited the bot's responses to match the requirements specified in the preamble and prompt, which ensured that the model adhered to these in subsequent prompts.
Systems Administrator
Gihoc Distilleries
Accra
02.2016 - 03.2018
- Administered Windows-based systems, workstations, and servers, ensuring 90%+ uptime.
- Installed and configured hardware/software, completing 50+ deployments monthly.
- Implemented employee management software, improving operational processes by 70%.
- Delivered end-user support and achieved a 99% satisfaction rate through timely troubleshooting.
- Managed server and network infrastructure to ensure optimal performance and reliability.
- Monitored system performance metrics to identify opportunities for improvement and efficiency gains.
Education
MSc. - Computer Science
Ghana Communication Technology University
09.2025
B.SC. - Information Technology, First Class Honours
Ghana Technology University College
08.2019
West African Senior School Certificate Examination - undefined
Accra Academy
05.2015
Skills
- Systems & Platforms: MacOS, Windows 11, Google Workspace, Microsoft 365, Slack, Zoom, Atlassian tools
- Networking: LAN/WAN, Wi-Fi troubleshooting, endpoint connectivity
- Device & Endpoint Management: MDM (Jamf Pro), Active Directory, user lifecycle management
- Collaboration & AV: Zoom Rooms, AppleTV, LCD projectors, AV setup for events, TriCaster operation
- Cloud & Security: AWS familiarity, SaaS administration, account access management, identity platforms
- Data & Reporting: SQL, Excel, Power BI, Google Looker Studio
Certification
- Project Management Nov 2023
- IBM Certified Enterprise Design Thinking Practitioner Mar 2021
- CompTIA A+, CompTIA Security+ (SY0-501) Apr 2022
- IBM Professional Skills Certification Apr 2022
- West African Rescue Association (WARA) First Aid Training Jan 2025
- IBM Working in a Digital World Certification (May 2022)
- IT Service Management May 2022
- Toddle LMS Certification Jul 2023
- Project Management Professional Ongoing
- Google Educator Certificate Ongoing
LANGUAGES
English
Bilingual or Proficient (C2)
German
Beginner (A1)
Akan
Bilingual or Proficient (C2)
EXPERTISE
- Javascript, C++, HTML, Python, SQL
- Website management with Finalsite CMS, HTML, CSS
- NWEA Map and STAMP Testing Support
- MDM (Jamf Pro)
- AxTrax Access Control System
- Freshdesk Ticket Management
- MacOS & Windows OS
- Camera Handling & NewTek TriCaster operation.
- Adobe Creative Suite management
- SAT Administration
- LMS, SMS .ie. Toddle, iSAMS, ManageBac, OpenApply
- Data manipulation and reporting with Power BI tools like Excel and LookerStudio
- Active Directory (AD) User Account Creation and Permission Management
- Data reporting with Excel and Google Studio
- Destiny Follet Asset Management
- PaperCut Print Services
- User Account Creation and Management
- Classroom Technologies like BenQ Interactive Boards, Speakers, Apple TVs & LCD Projectors
- Google Workspace Administration
Volunteer IT Support
- Tech Support Specialist, Run For A Cure Africa (2024–Present): Set up AV and network connectivity for 1,000+ participants.
- Tech Engineer, Youth Connekt Africa (2021): Delivered Wi-Fi/ethernet support for 2,000+ attendees.
- Technology Presenter, TEN Conference: Trained educators nationwide on Google Suite and BI tools
Timeline
Advanced AI Data Trainer
Invisible Technologies
06.2023 - Current
Applications Specialist and IT Associate
Lincoln Community School
10.2022 - Current
Web Design and Data Analyst
i3 Technologies
11.2021 - 08.2022
Computer Systems Engineer
Electoral Commission of Ghana
09.2019 - 09.2022
Systems Administrator
Gihoc Distilleries
02.2016 - 03.2018
B.SC. - Information Technology, First Class Honours
Ghana Technology University College
West African Senior School Certificate Examination - undefined
Accra Academy
MSc. - Computer Science
Ghana Communication Technology University