VICTOR JUNIOR ARMAH
Bibiani
Summary
Dynamic Client Support Analyst with a strong work ethic and proven expertise in Windows Server administration, Network, Azure, virtualization, and Hardware at GeoDrill Ghana Ltd. Adept at enhancing system usability and delivering exceptional technical support. Skilled in hardware installation and project management, I thrive on solving complex issues and driving user satisfaction through effective solutions. Experienced professional with a strong background in technology-related roles. Proficient in software development, system administration, and technical support. Skilled in problem-solving and optimizing performance. Capable of managing projects and collaborating effectively with teams. Committed to continuous learning and staying current with industry trends to contribute to organizational success.
Overview
2
2
years of professional experience
Work History
Client Support Analyst
GeoDrill Ghana Ltd
Kumasi
01.2024 - Current
- Company Overview: Anwiankwanta, Kumasi
- Installation, upgrade, migration, and deployment of Windows and Server Operating Systems.
- Configuring hardware and application software.
- To provide day-to-day basic systems administration and maintenance to facilitate end users of the telephony, incident management, and reporting tools within the Service Desk environment.
- Responsible for the identification, definition, delivery, and management of the Service Desk.
- Responsible for delivering the highest standards of client service to internal and external clients of IS Services.
- Provide general systems support (hardware, software, and network).
- Assembling, installations, repairs, and upgrades.
- Keeps up-to-date records of asset identification tags, serial numbers, location, users, warranties, repairs, and other appropriate data.
- Diagnosed system malfunctions and provided troubleshooting assistance.
- Delivered remote assistance for technical issues using screen sharing, mouse and keyboard control and other tools.
- Trained new employees on the use of computer systems and programs.
- Provided technical support and troubleshooting services to end-users experiencing hardware and software issues.
Client Service Technician (Short Term Contract)
Chirano Gold Mines Ltd
Bibiani
09.2023 - 12.2023
- Company Overview: Western North
- Worked with users to determine areas of technology in need of improved usability
- Installed and upgraded internal and third-party software
- Oversaw file system, storage and other digital asset upgrades while safeguarding data integrity and redundancy
- Provided second-level support for server-class systems
- Managed onboarding and offboarding of employees
- Introduced infrastructure and management tools to create and manage virtual server computing environment
- Kept software licenses current for computers and mobile devices
- Oversaw IT activities to maintain operations by maintaining laptops, tablets, and PDAs for users
- Automated nightly batch using Active Batch scheduler and created nightly jobs for database backups
- Created patches and solutions to fix bugs in existing applications
- Reviewed existing systems and made recommendations for improvements
- Understood client needs and objectives by conducting proactive customer and data analysis
- Supported IT operations for corporate headquarters and nationwide locations
- Installing and configuring windows server 2019
- Implementing Group Policy, Managing and monitoring DHCP and DNS
- Troubleshooting windows OS issues
- Familiar with VMware environment
- User and group account creation
- Installed and configured Microsoft Azure hybrid system
- Configured Azure AD Connect for on-prem object synchronization
- Setting up Emails on Mobile devices with Intune company portal
National Service Person
Chirano Gold Mines Ltd
Bibiani
11.2022 - 08.2023
- Company Overview: Western North
- Responsible for providing first-level support to all client services and incidents referred from the services helpdesk team.
- Resolving problems or issues involving hardware, software, or networks escalated through the help desk function.
- Hands-on troubleshooting and repairs on photocopiers, printers, plotters, and any specialized IT assets that support users' functions.
- Work with the infrastructure teams on various network installations of switches, routers, etc.
- Perform personal computer routine diagnostics procedures and repairs.
- Utilizes diagnostic tools and other resources as appropriate.
- Enters all required problem information (description, solution) in the Incident Management system, in accordance with prescribed procedures.
- Verifies problem resolution with the customer to ensure customer satisfaction within 24 hours of resolving the incident.
- Resolves assigned incidents or problems within 24 hours, or escalates more difficult issues to the Client Services Administrator.
- Keeps up-to-date records of asset identification tags, serial numbers, location, users, warranties, repairs, and other appropriate data
- Any other assignment, as assigned by the Client Support Specialist or Head of IT
Education
Certification in Virtualization -
Coursera
Online04.2023
Certification for IT Help Desk -
Coursera
Online04.2023
Bachelor of Science - Computer Engineering
Kwame Nkrumah University of Science and Technology
Kumasi, Ghana03.2023
Certificate for Introduction to Technical Support -
IBM And Coursera
Online03.2023
Certification for Microsoft 365 Fundamentals -
Microsoft
Online12.2022
Certification for Active Directory Domain Services -
Microsoft
Online12.2022
Certification for Microsoft Azure Fundamentals -
Microsoft
Online12.2022
Certification for Microsoft 365 Defender -
Microsoft
Online12.2022
Certification for Microsoft Teams -
Microsoft
Online12.2022
Certification for Azure Active Directory -
Microsoft
Online12.2022
Certification for Windows Server Administration - Windows Server
Udemy
Online05-2022
Skills
- Project Management
- File system administration
- Hardware Provision Management
- Hardware and software installation
- Managing User Accounts and Permissions
- Providing technical support to users
- Creating and maintaining documentation
- Maintenance and Troubleshooting
- Team Support
- Windows Servers
- Software upgrading
- Troubleshooting
- System Upgrades
- Windows administration
Hobbies and Interests
- Soccer
- Music
- Movies
References
- Michael Danquah, Windows And Messaging System Specialist, Chirano Gold Mines Ltd, 0544340682, danquahmike@hotmail.com
- Peter Wilson, Snr HR Officer, Chirano Gold Mines Ltd, 0244454504
- Ebenezer Mends, Network Administrator, Geodrill Ghana Ltd, 0556783478
Timeline
Client Support Analyst
GeoDrill Ghana Ltd
01.2024 - Current
Client Service Technician (Short Term Contract)
Chirano Gold Mines Ltd
09.2023 - 12.2023
National Service Person
Chirano Gold Mines Ltd
11.2022 - 08.2023
Certification in Virtualization -
Coursera
Certification for IT Help Desk -
Coursera
Bachelor of Science - Computer Engineering
Kwame Nkrumah University of Science and Technology
Certificate for Introduction to Technical Support -
IBM And Coursera
Certification for Microsoft 365 Fundamentals -
Microsoft
Certification for Active Directory Domain Services -
Microsoft
Certification for Microsoft Azure Fundamentals -
Microsoft
Certification for Microsoft 365 Defender -
Microsoft
Certification for Microsoft Teams -
Microsoft
Certification for Azure Active Directory -
Microsoft
Certification for Windows Server Administration - Windows Server
Udemy
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