Summary
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
16
16
years of professional experience
1
1
Certification
Work History
Senior User Support Analyst (IT Infrastructure)
Tex Styles Ghana Limited - Vlisco Ghana Group
01.2017 - Current
- Perform defined processes and practices to manage systems, software, and networks to ensure consistent and reliable operation to meet the business needs
- Build and configure data center in Windows Server (2022, 2016, 2008, 2003, etc) to support Enterprise Applications including virtual machines.
- Develops cost estimates and makes recommendations for systems development and upgrades to existing systems
- Lead the Technical Support team to ensure issues and concerns of users are handled appropriately through effective incident support processes
- Configuring and Maintaining network services such as LDAP, DNS, DHCP, FTP, NFS.
- Evaluates network services equipment and software for purchase; recommends new configurations, provides training or arranges for vendor training for system users
- Manage Office 365 hybrid environment that includes Ms teams and Sharepoint.
- Administrative Fortinet, Sophos, Firewall to monitor threats, alerts, and security vulnerabilities for installed systems; implement response plan for various types of threats and attacks
- Implement a disaster recovery plan into service level agreement with contractors and ensuring that all off site backups are scheduled and updated daily, weekly, monthly and yearly
- Install, diagnose and manage all digital engines in all retail shops /office for marketing videos and adverts in Ghana, Ivory Coast, Benin, Togo and Nigeria.
- Continuously checked user data, use logins, and file permissions to monitor data safety and end-user efficiency.
- Maintained master RMS list of users across various platforms, and direct and remote access points.
- Manage IIS server and SSL certificates.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Excellent understanding of network topologies such as LAN, WAN, VPN and Firewalls.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Generated reports to track performance and analyze trends.
- Perform 2nd Line support to IT technical problems.
- Helped streamline repair processes and update procedures for support action consistency.
- Developed and implemented preventive maintenance procedures.
- Configured and tested new software and hardware.
- Tested new software and hardware prior to deployment.
- Created user accounts and assigned permissions.
- Installed, configured and maintained computer systems and network connections.
- Configured hardware, devices, and software to set up work stations for employees.
- Patched software and installed new versions to eliminate security problems and protect data.
- Diagnosed and troubleshot hardware, software and network issues.
- Monitored system performance to identify potential issues.
- Installed and configured operating systems and applications.
- Evaluate and recommend new and emerging technologies that fulfill business needs.
Information Technology Consultant
SingleClick Solutions & Trading
10.2015 - Current
- Managed infrastructure upgrades, analysis and resolution of end user hardware and software issues.
- Facilitated IT enterprise architecture across organization's enterprise transformation programs.
- Controlled development of test areas, systems test data and testing methods prior to implementing new systems.
- Provided solutions aligned with [Software] architecture and business needs.
- Liaised with facilities personnel to manage security and infrastructure expansion, data center modifications, equipment placement, power management and cooling.
- Worked closely with infrastructure staff and departmental decision makers to identify, recommend, develop and implement cost-effective technology solutions.
- Led functional and technical support for implementation of software applications and enhancements.
- Reduced hardware spending by recommending better IT systems through implementation and upgrade of projects.
- Maintained efficient operation of severs connected to data center across WAN connections.
- Directed IT services, counseled executives and collaborated with senior management on strategic planning.
- Managed IT staff monitoring and diagnosing server and data center problems and design and implementation of new data center technologies.
- Conformed to quality, performance and inter-operability standards for implementation of solutions.
- Recommend procurement of standard IT devices that are with budget
-
User Support Analyst
Tex Styles Ghana Limited - Vlisco Group (Vlisco, GTP & Woodin)
08.2014 - 12.2016
- Installing, Configuring and deploying new PCs & Servers and performing administration activities such as setting user accounts, roles, access, and privileges in Active Directory
- Provides essential system and network administration support for servers, resolve any circuit, data issues, security and access control issues to ensure 24/7 system access
- Provide network hardware, data storage equipment, virtual desktops hardware and software, printers, workstations, emails and other network connected hardware as an IT technical support
- Train employees across multiple departments on network operations including login procedures, network management software, permissions, printing issues, security and use of software.
- Maintained servers and systems to keep networks fully operational during peak periods.
- Developed and implemented preventive maintenance procedures.
- Configured hardware, devices, and software to set up work stations for employees.
- Configured and tested new software and hardware.
- Diagnosed and troubleshot hardware, software and network issues.
- Researched and identified solutions to technical problems.
- Generated reports to track performance and analyze trends.
- Installed and configured operating systems and applications.
- Offered assistance in implementing and developing training programs.
- Tested new software and hardware prior to deployment.
- Collaborated with vendors to locate replacement components and resolve advanced problems.
- Patched software and installed new versions to eliminate security problems and protect data.
- Broke down and evaluated user problems, using test scripts, personal expertise, and probing questions.
- Created user accounts and assigned permissions.
- Helped streamline repair processes and update procedures for support action consistency.
- Installed, configured and maintained computer systems and network connections.
Registration Assistant
Nungua Presby Senior High School
02.2008 - 08.2011
- Installing recommended software from WAEC registration
- To check and make sure all necessary documents needed for submission are in place
- Calculating and reporting on all issues associated with database and registration fees
- Maintain School Registration database
Education
Bachelor of Science, Computer Science -
01.2011
West African Senior School Certificate Examination, Science Technical Drawing - undefined
01.2006
BECE - undefined
01.2003
Skills
- System Administration
- Network Administration
- Help Desk Support
- IT Consulting
- IT Project Leadership
- Technical Support
- IT Strategy
- Remote Troubleshooting
- Mac & PC platforms
- IT Technical Advisory
- Network Troubleshooting
- Hardware support
Certification
- The Complete Digital Marketing Course - Udemy
- IT Troubleshooting Skill Training - Udemy
- Microsoft Windows Server 2022 Administration - Udemy
- Report Writing
- Business Acumen Training
- Coaching & Mentoring
- Training Personal Mastery
- Training
- IT Information Library Foundations Certification (ITIL)
- First Aid Training
- Employability Skills and Career Guidance - Focus Central Ghana
- Microsoft Certified Solutions Associate (MCSA) - Microsoft G125-7050
- Advanced Excel Skill - Innovare Learning Centre
Projects Executed
- DATA CENTER UPGRADE: I played a co lead role in upgrading the company data center. installing and configuring new domain controllers to run Windows server 2022, demoting of old domain controllers, transferring of roles to new domain controllers. Configuring of drives for files and assigning permissions on the new SAN, users connecting to drives using GPO. Configuring GPO, DHCP, DNS and Managed printers.
- INSTALL FORTINET FIREWALL, SWITCH, ACCESS POINTS: Implement and install fortinet devices with remote support from fortinet admins (Axians). Create a robust cybersecurity plan to replace Sophos firewall system. Get administrative access to track and advice on treats on the network.
- VIRTUAL DESKTOPS DEPLOYMENT: I played a lead role in introduction of virtual desktops to streamline and centrally manage end user computers. This new technology also reduced the cost of our software licenses & computer hardware.
- CCTV SETUP PROJECT: Due to the high theft in the shops and office, I had to design a plan and supervise the setup of CCTV cameras in all district shops, offices and retail stores across the nation.
- EXPANSION OF ICT SERVER ROOM PROJECT: I was part of the team that had to create a plan for the expansion of our server room infrastructure to meet the required processing speed needed for work flow in the company. We installed new rack mountable servers, communication devices (switches, routers & firewall), increase internet and WAN bandwidth, upgrade all servers to Server 2016 & all workstations to Windows 10.
- RETAIL OFFICE AND SHOPS PROJECT, I play lead role in supervising contractors in running all network and UPS cables. Designing and Installing IT Infrastructure for every new shop. Also installing and configuring application and domain controller servers to synchronize with head office data center.
- G.R.I.P (GETTING RETAIL IN PLACE) PROJECT, 02/2015, I played a lead role in the team that had to setup and connect in-store retail software to a high-performance server to host retail software database. This was created to allow easy access to transactions and sales made at all retail shops. I also worked with our Network Administrator to established as secure connection from Head Office to all retail servers for easy data analysis.
- CREATING HEAD OFFICE FOR RETAIL OPERATIONS: I was part of the team appointed to design and create a plan for IT infrastructure needed in setting up an ultra-modern retail head office. I played a lead role in configuring and installing servers, workstations, digital signage, projectors and video conference equipment.
- REFURBISHMENT OF OLD RETAIL SHOPS PROJECT: I played a lead role in supervising contractors in running all network and UPS cables and points. Designing and Installing a local area network for every shop. Installing AVR, UPS, TV, Digital Engines, Routers, Switches and Point of Sale computers in all refurbished retail shops in the country.
References
- Mrs. Mavis Kumah, Woodin Operations Manager, Vlisco Ghana Cluster (WOODIN), P.O. BOX 606, Tema, Ghana, +233 24 453 3958, Mavis.Kumah@vliscogh.com
- Mr. Solomon Arthur, ICT Manager, Tex Styles Ghana Limited, P.O. Box CO 606, Tema, Ghana, +233 244 463630, Solomon.Arthur@vliscogh.com
- Mr. Steve Dotse, AMICUS LEGAL CONSULT (Chambers), AWO SQUARE, PAA, GRANT STREET, Tema, Ghana, +233 24 432 9148, sgdotse@gmail.com
Languages
English
Bilingual or Proficient (C2)
Timeline
Senior User Support Analyst (IT Infrastructure) - Tex Styles Ghana Limited - Vlisco Ghana Group
01.2017 - Current
Information Technology Consultant - SingleClick Solutions & Trading
10.2015 - Current
User Support Analyst - Tex Styles Ghana Limited - Vlisco Group (Vlisco, GTP & Woodin)
08.2014 - 12.2016
Registration Assistant - Nungua Presby Senior High School
02.2008 - 08.2011
Valley View University - Bachelor of Science, Computer Science,
Koforidua Secondary School - West African Senior School Certificate Examination, Science Technical Drawing,
St. Francis High School - BECE,
- The Complete Digital Marketing Course - Udemy
- IT Troubleshooting Skill Training - Udemy
- Microsoft Windows Server 2022 Administration - Udemy
- Report Writing
- Business Acumen Training
- Coaching & Mentoring
- Training Personal Mastery
- Training
- IT Information Library Foundations Certification (ITIL)
- First Aid Training
- Employability Skills and Career Guidance - Focus Central Ghana
- Microsoft Certified Solutions Associate (MCSA) - Microsoft G125-7050
- Advanced Excel Skill - Innovare Learning Centre
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