Bernard Mainoo
Nottingham
Summary
Experienced and detail-oriented Information Systems Coordinator with a strong background in digital forensics, cyber security, and IT support. Skilled in managing service desks, troubleshooting hardware/software issues, and supporting AV systems and remote users. Passionate about leveraging technology to enhance operational efficiency and ensure data integrity and compliance. A proactive and self-motivated professional with excellent communication and problem-solving skills. I thrive in collaborative environments and am committed to continuous learning and professional development. Seeking to contribute my expertise in a dynamic IT or cyber security role while advancing my career in the field.
Overview
6
6
years of professional experience
5
5
years of post-secondary education
Work history
Service Desk Analyst
International Justice Mission
Accra
09.2022 - 08.2025
- Provided Tier 1 & Tier 2 support services, meeting SLAs and ensuring responsive customer service.
- Managed account provisioning, hardware/software deployment, and IT requests.
- Supported AV systems, meetings, and training sessions.
- Maintained helpdesk tickets via ServiceNow and managed inventory documentation.
- Liaised with regional/global teams and facilitated internal IT training.
- Ensured workstation and network equipment met organizational standards.
Service Desk Analyst
VFS PCR Branch, Nyaho Medical Center
Accra
12.2021 - 05.2022
- Maintained PCR test registration software and supported decision-making through data analytics.
- Troubleshot network, hardware, and software issues.
- Managed customer support cases and technology issues.
- Delivered efficient solutions to technical problems, boosting user satisfaction rates.
Customer Experience Executive
Nyaho Medical Center
Accra
09.2020 - 01.2022
- Resolved customer complaints and supported PCR test registration software.
- Handled transactions and reported on balance sheets.
- Provided IT support across hardware and software platforms.
Information Technology Technician
Achimota High School
Accra
09.2019 - 09.2020
- Taught ICT and managed student registration systems.
- Provided technical support and maintained network infrastructure.
- Teaching Elective IT
Education
MSc. - Digital Forensics and Cyber Security
Ghana Institute of Management and Public Administration
02.2022 - 07.2023
BSc. - Information Technology
University For Development Studies
Upper East Region 10.2015 - 07.2019
Skills
- ServiceNow & ITSM platforms
- ITIL practices: Incident, Problem, Change Management
- Windows 11, macOS, Microsoft Intune, Autopilot
- Active Directory, Microsoft Entra
- Microsoft 365 productivity suite
- AV systems and video conferencing technologies
- Cloud platforms, network protocols, printer management
- Basic hardware repair and network cabling
- Idealize concept & technology to solve engineering, business problems with strong customer focus
- Good listener and effective communicator both oral and written
- Methodical & structured approach to any task hence allowing collaboration with team members
- Ability to conceive an idea then leverage resources around me to produce deliverables
- A “can do” attitude and a willingness to go above and beyond
- Perseverance and a residence in the pursuit of targeted goals
REFEREES
References Available Upon Request
INTERESTS
Cybersecurity research and digital forensics, IT service management and user support, Professional development and lifelong learning
Accomplishments
- Successfully supported nationwide IT operations for IJM Ghana
- Developed training materials and knowledge base articles
- Streamlined PCR test registration systems at Nyaho Medical Center
Timeline
Service Desk Analyst
International Justice Mission
09.2022 - 08.2025
MSc. - Digital Forensics and Cyber Security
Ghana Institute of Management and Public Administration
02.2022 - 07.2023
Service Desk Analyst
VFS PCR Branch, Nyaho Medical Center
12.2021 - 05.2022
Customer Experience Executive
Nyaho Medical Center
09.2020 - 01.2022
Information Technology Technician
Achimota High School
09.2019 - 09.2020
BSc. - Information Technology
University For Development Studies
10.2015 - 07.2019