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
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
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
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
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
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
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