Summary
Overview
Work history
Education
Skills
Certification
Accomplishments
References
Projects
Timeline
Generic

COLLINS AMOABENG

Bradford,United Kingdom

Summary

IT professional with expertise in IT infrastructure, operating systems, and networking. Proficient in Microsoft Office 365 and both Windows and Mac environments, providing exceptional client-facing IT support and AV operations. Strong skills in troubleshooting, hardware/software installation, and ServiceNow incident management. Experienced in LAN/WAN networking, cyber threat monitoring, and security frameworks, committed to enhancing organizational security posture through continuous professional development.

Overview

9
9
years of professional experience
5
5
years of post-secondary education
1
1
Certification

Work history

Mobile Shop Colleague

Tesco
Bradford, United Kingdom
12.2023 - Current
  • Delivered hands-on technical support, resolving 10–15 daily device and service inquiries with step-by-step troubleshooting for mobile phones and connectivity.
  • Served as first contact for network issues, liaising with providers to resolve problems within 24-hour SLA, aligning with 1st line IT support standards.
  • Guided customers through secure device setups, data transfers, and app configurations, applying user education akin to IT onboarding.
  • Safeguarded 30+ monthly data transfers with zero breaches; educated 100+ users yearly on secure mobile practices.
  • Ensured 100% GDPR compliance during 30+ monthly phone setups.
  • Maintained 100% accurate records for 60+ weekly purchases with zero data breaches.
  • Improved support efficiency 10% via mobile tech updates for a 5-person team.
  • Handled 100+ monthly interactions securely using approved systems.

Information/Data and System Support and Compliance

Judicial High Court Of Ghana
Accra
04.2021 - 01.2024
  • Diagnosed, resolved 40+ ICT infrastructure faults monthly, achieving 95% resolution within SLA deadlines for hardware, software issues.
  • Led 3+ ICT projects, including system upgrades, software rollouts, and improving service delivery efficiency by 15% for cross-functional teams.
  • Collaborated with 5+ third-party suppliers, customers to address 80+ monthly support requests, ensuring timely communication, issue resolution.
  • Installed, configured software, hardware for 150+ devices annually, meeting client specifications with 100% compliance to organisational standards.
  • Monitored 20+ network anomalies monthly using SIEM tools, resolving 98% of potential issues within 2 hours to maintain system uptime.
  • Managed 10+ support tickets weekly, delivering hardware, software solutions with 90% first-contact resolution rate, adhering to SLA targets.
  • Trained 40+ staff annually on secure ICT, internet practices, and reducing user-related security incidents by 10%.
  • Maintained, updated 100% of security documentation, incident response plans, ensuring compliance with ISO 27001, data protection standards.
  • Administered user access for 100+ accounts in enterprise systems like SAP S/4HANA, ensuring secure configurations with zero unauthorized access incidents.
  • Prepared 8+ detailed reports yearly on ICT performance, cybersecurity threats, contributing to 20% improvement in system reliability.
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.

Mobile Registration IT Support Specialist

National Identification Authority
Accra
06.2019 - 01.2021
  • Diagnosed and resolved IT system faults, including hardware and software issues, minimising downtime and meeting SLA requirements.
  • Utilised ITSM platforms like ServiceNow to log and manage support tickets effectively.
  • Collaborated with teams to support technology rollouts and improve user experience.
  • Ensured timely resolution of tickets, providing regular updates to maintain service excellence.
  • Escalated complex issues to senior teams, maintaining seamless operations and documentation.
  • Categorised and prioritised tickets, applying appropriate statuses for efficient handling.
  • Provide first-line technical support for a diverse user base of over 500 users.
  • Installed software updates to enhance system stability.
  • Identified and documented new Problem tickets, collaborating with IT teams on root cause analysis.
  • Escalated unresolved issues to 2nd line support, infrastructure, or application development teams.
  • Delivered remote and on-site IT support, resolving hardware/software issues and ensuring compliance with security standards.
  • Facilitated productive team meetings, fostering a collaborative work environment.

Customer Service Officer

GHANA AIRPORT COMPANY LIMITED
Accra
11.2018 - 09.2019
  • Resolved 30+ customer inquiries daily across phone, email, and chat channels, achieving 95% satisfaction rate based on post-interaction surveys.
  • Reduced average call handling time by 15% through streamlined troubleshooting processes, managing 100+ weekly calls while maintaining 90% first-call resolution rate.
  • Processed 50+ monthly service requests, ensuring 100% compliance with 24-hour SLA response times, boosting customer retention by 10%.
  • Prioritised tasks as per urgency, ensuring completion of all tasks within the shift.
  • Managed difficult customer situations to maintain the company's reputation.
  • Maintained up-to-date knowledge about products and services, assisting in informed decision-making.
  • Addressed customer queries, resulting in enhanced customer confidence.
  • Collaborated closely with team members to provide a seamless service experience.

Teacher

Philips Senior High School
Kumasi
01.2017 - 11.2018
  • Fostered positive learning environment for 30+ students daily, improving engagement through effective classroom management and safeguarding practices.
  • Collaborated with 5+ colleagues to implement cross-curricular projects, increasing student participation by 20% in comprehensive learning activities.
  • Coordinated 3+ school trips annually, broadening cultural exposure for 90+ pupils while ensuring full compliance with safeguarding and risk assessment protocols.
  • Utilised ICT tools to enhance interactive learning for 30+ students per class, boosting digital literacy and engagement.
  • Developed engaging lesson plans by applying knowledge of educational theories and methods.

Volunteer Roles

Freelance Projects
Bradford(UK), Accra and Kumasi
03.2017 - 07.2025
  • Help Vulnerable Individuals and Promote Safety.
  • Drove customer retention, building engaging relationships through every interaction.
  • Provided ad-hoc IT support, including PC rebuilds, printer setup, router configuration, and user training to small businesses in my community.
  • Supported local children in my community with ICT lessons during long vacation holidays.
  • Engaged in Communal labour, like cleaning and clearing weeds in the community.
  • Successfully delivered on tasks within tight deadlines.

Education

MSc - Cyber Security

University of Bradford
09.2023 - 12.2024

Bsc - Information Technology Education

University of Education
07.2014 - 08.2018

Skills

  • Technical Troubleshooting and Diagnostics
  • Threat Detection and Analysis
  • Remote and On-Site IT Support
  • Network Security and Protocols
  • Active Directory & User Account Management
  • Software and Hardware Installation & Maintenance
  • Incident Response and Risk Management
  • Knowledge of Security Frameworks and Compliance
  • Problem-solving
  • Communication skills
  • Leadership
  • Team building
  • Strategic planning
  • Resourcefulness

Certification

  • PECB Certified ISO/IEC 27001 Implementer, UK
  • Microsoft 365 Fundamentals
  • First Aid Awareness, Level 2 Fire Marshal, Safeguarding Adults

Accomplishments

  • Overall Best Student in Computer Science Cyber Security, University of Bradford, UK, September 2023 – December 2024
  • Recognised with a prize certificate for outstanding academic performance and excellence in Cybersecurity studies.

References

References available upon request.

Projects

  • ISMS Portfolio - ABC Technologies, Developed and implemented an Information Security Management System (ISMS) portfolio to protect sensitive organisational data. This involved defining the scope of information security, conducting thorough risk assessments, formulating security policies, and implementing controls to safeguard sensitive information, aligning with ISO 27001 standards.
  • Ethical Hacking: Strategic Penetration Testing & Bug Bounty via Google Docking. Conducted penetration testing and participated in a bug bounty program to identify vulnerabilities in web applications, providing remediation strategies to mitigate risks. Tools used: Kali Linux, Metasploit, Burp Suite.
  • Detecting and Preventing Malvertising in Browsers (Dissertation), Focused on protecting users from malicious advertising techniques such as click-jacking, drive-by downloads, and HTTP redirection attacks. Implemented strategies to mitigate these types of browser-based security threats. Tools used: Burp Suite, Wireshark, Chrome DevTools.
  • SIEM: Network Traffic Analysis Using Wireshark, Splunk, and Microsoft Sentinel, Conducted real-time network traffic analysis using Splunk, Wireshark, and Microsoft Sentinel to detect anomalies and potential threats. Developed reports on findings, ensuring security events were properly identified and responded to promptly.
  • Research Paper: Analysis of SIEM Logs for Continuous Monitoring of Risks, Analysed SIEM logs from Splunk to perform continuous monitoring of network and system risks, providing insights on improving threat detection and response time within an enterprise environment.
  • Cyber-Physical Systems: Securing Cyber-Physical Systems. Worked on a project focused on securing cyber-physical systems by identifying potential security threats, evaluating solutions, and developing mitigation strategies to ensure the safety and integrity of these interconnected systems. Tools used: Kali Linux, Wireshark, Nessus.

Timeline

Mobile Shop Colleague

Tesco
12.2023 - Current

MSc - Cyber Security

University of Bradford
09.2023 - 12.2024

Information/Data and System Support and Compliance

Judicial High Court Of Ghana
04.2021 - 01.2024

Mobile Registration IT Support Specialist

National Identification Authority
06.2019 - 01.2021

Customer Service Officer

GHANA AIRPORT COMPANY LIMITED
11.2018 - 09.2019

Volunteer Roles

Freelance Projects
03.2017 - 07.2025

Teacher

Philips Senior High School
01.2017 - 11.2018

Bsc - Information Technology Education

University of Education
07.2014 - 08.2018
COLLINS AMOABENG