Samuel Malm
Summary
Detail-oriented, organized and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success. Innovative IT Support Specialist with experience in selecting and setting up diverse technical equipment. Strong written and oral communication skills resulting in knowledgeable, satisfied customers. Excellent instructional and problem-solving skills reduce concerns related to new technology. Creative Graphic Designer with talent for developing unique custom artwork. Innovative approach to ideas and concept development. Offering 2 years of expertise overseeing individual projects and brand development. Proficient Graphic Designer knowledgeable about logos, marketing materials and website design. Demonstrated success at providing complete business services to corporate clients. To seek and maintain full-time position that offers professional challenges utilizing interpersonal skills, excellent time management and problem-solving skills.
Overview
2
2
years of professional experience
Work History
IT Support Specialist
Social Security and National Insurance Trust - SSNIT
2022.11 - Current
- Used ticketing systems to manage and process support actions and requests.
- Created help desk tickets, troubleshot and resolved desktop issues.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
- Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
- Managed backup and recovery of data assets to safeguard system availability.
- Updated software to safeguard against security flaws.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
- Answered questions and provided information to customers about new software or hardware.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Monitored systems in operation and quickly troubleshot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Documented support interactions for future reference.
- Assisted with updating technical support best practices for use by team.
- Promoted efficiency among departments with prompt resolution of system issues.
- Translated complex technical issues into digestible language for non-technical users.
- Explained security measures in simple terminology to help users understand malware and phishing threats.
ICT Classroom Teacher
St. Peter's Senior High School
2021.11 - 2022.04
- Tested and evaluated student progress to determine effectiveness and impact of teaching methods, materials and projects.
- Trained and developed students' skills in word-processing, spreadsheet and database programs.
- Maintained orderly classroom stocked with appropriate supplies.
- Invigilated and graded projects, quizzes and examinations.
- Managed and maintained computer systems, equipment and mobile devices by troubleshooting hardware and software issues, cleaning out keyboards and wiping down computer surfaces.
- Used lectures, demonstrations and discussions to instruct students individually and in small groups.
- Processed software and hardware by coordinating user setups, installations and upgrades.
- Set up computers and networking systems and delivered step-by-step instructions on basic use.
- Self-motivated, with a strong sense of personal responsibility.
- Proven ability to learn quickly and adapt to new situations.
- Worked well in a team setting, providing support and guidance.
- Managed time efficiently in order to complete all tasks within deadlines.
- Skilled at working independently and collaboratively in a team environment.
Operations Officer
Metro Mass Transport
2019.07 - 2019.08
- Established positive and effective communication among unit staff and organization leadership, reducing miscommunications, and missed deadlines.
- Planned and resourced personnel and logistics for operations component exercises resulting in highly trained personnel ready to act quickly in critical roles.
- Verified compliance with best business practices throughout organization.
- Coordinated visits and provided briefs to very important personnel (VIPs) improving knowledge and awareness of operational activities, programs and offerings.
- Reviewed and revised standard operating procedures to incorporate employee and management feedback and streamline training processes.
- Compiled training materials for new employees and tracked skill development.
- Conducted root cause analysis in deficient areas to identify and resolve issues.
- Collected customer feedback and made business adjustments to improve retention and satisfaction.
Education
Bachelor of Science - Information And Communication Technology
University of Education Winneba (UEW)
Winneba, Ghana09.2022
High School Diploma -
Winneba Secondary School
Winneba, Ghana06.2018
BECE -
Bishop John Daily Anglican Basic School
Dansoman - Accra, Ghana06.2015
Skills
- Distribution Support
- Diagnose Faults
- Hardware and Software Repair
- Service Desk Team Management
- Resolve Technical Problems
- Mobile Device Management
- Compatibility Testing
- Inventory Procedure Documentation
- Collaborative Team Player
- Read Technical Manuals
- Operating System Management
- Friendly and Patient
- Disk Space Management
- Technical Equipment Inspection
- Microsoft Windows and Office
- Component Replacements
- Printers and Peripherals
- Employee Computer Support
- Desktop Partitioning Software
- Instruction and Training
- Software and Hardware Implementation
- Microsoft Certification
- Image Manipulation
- Video Stills Graphics
- Adobe Premiere
- Mockups and Prototypes
- Marketing Integration
- Web Design
- Image Editing
- Photography
- Digital Design
- Branding
- Adobe Creative Suite( Photoshop, Illustrator, Indesign)
- Logo Design
- Image Editing and Retouching
Languages
English
Bilingual or Proficient (C2)
GA
Bilingual or Proficient (C2)
TWI
Bilingual or Proficient (C2)
Timeline
IT Support Specialist
Social Security and National Insurance Trust - SSNIT
2022.11 - Current
ICT Classroom Teacher
St. Peter's Senior High School
2021.11 - 2022.04
Operations Officer
Metro Mass Transport
2019.07 - 2019.08
Bachelor of Science - Information And Communication Technology
University of Education Winneba (UEW)
High School Diploma -
Winneba Secondary School
BECE -
Bishop John Daily Anglican Basic School
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