Eddy Yeboah
London,London
Summary
Accomplished IT professional with extensive expertise in virtualization technologies, data backup recovery, and hardware troubleshooting. Demonstrates exceptional skills in efficient escalation handling and communication excellence, ensuring seamless operations and customer satisfaction. Proficient in ERP systems, scripting languages, and cloud computing, with a strong understanding of VPNs and cybersecurity practices. Adept at software installation and upgrades, firewall setup and maintenance, and navigating ticketing systems. Committed to continual service improvement and leveraging helpdesk experience to enhance IT support services.
Adaptable professional with strong foundation in problem-solving and customer service, eager to leverage technical aptitude and communication skills in new role. Proficient in troubleshooting and providing technical support, combined with ability to convey complex information clearly. Ready to contribute to positive impact in [Desired Position] role.
Overview
13
13
years of professional experience
9
9
years of post-secondary education
Work history
2nd Line Support Engineer & Outcall Escalations
Cranborne Technology
Potters Bar, Hertfordshire
04.2023 - 06.2025
- Responding to escalations on various tickets such as, VPN configuration, Audio Visual equipment, Security Hardware, WIFI performance, Guest WIFI authentication, and Epos software and hardware.
- Onsite outcalls - troubleshooting internet line connectivity, and equipment.
- Documentation and research, via site surveys and workshop testing, which reduced calls by 20%
- NSO (New Store Opening) project management ( out of box configuration of kit to store installation)
- Resolved complex hardware problems with detailed diagnostic techniques.
- Ensured minimal downtime during system upgrades through careful planning and execution.
- Streamlined communication between departments to facilitate faster problem resolution.
1st Line Support Engineer
Cranborne Technology
Potter Bar, Hertfordshire
04.2022 - 06.2025
- Supported 100 + users in care homes across the United Kingdom with 365 and Active Directory, and VoIP systems troubleshooting.
- Supported and troubleshooted network infrastructure, and EPos equipment for hospitality and retail companies.
- Keen eye for detail. Reduce network downtime, by 80% in concern to network infrastructure configuration.
- Liaise with 3rd party engineers and developers, to gain deeper insight into technology supported - This process reduced issues, as support team and I were equipped with in-depth device knowledge to allow for quicker and long lasting remediations
- Collaborated closely with developers for early detection of bugs or defects in newly released software versions.
- Optimised existing network systems for better performance and reliability over time.
- Assisted customers remotely using various tools, ensuring prompt service delivery regardless of location constraints.
- Improved IT system security by conducting regular network audits.
- Developed procedures for handling technical issues, resulting in improved customer satisfaction.
Online customer service
Sainsburys
Chingford Hall Lane
11.2021 - 03.2022
- Picking customer orders
- Product availability checking, and updating systems to reflect stock on the shop floor.
- Responding to customer queries and rectifying discrepancies.
- Developed FAQs for company website, improving online customer service experience.
- Increased brand loyalty through exceptional online customer service.
- Streamlined online customer service systems for improved user experience.
- Enhanced customer satisfaction through quality service delivery.
- Trained new hires in company policies, product knowledge, and customer service techniques.
- Drove continuous improvement by monitoring and analysing customer trends and adapting service offerings.
Customer service
JayLow Supplies
Leyton
09.2019 - 10.2021
- Effectively prioritising tasks to ensure activities are done when needed by following end of day checklists, and verbal tasks set by managers.
- Having to deal with up to 100 customer queries per day via phone and in person. When an issue or query cannot be dealt with by myself, it is then escalated to relevant team member (i.e. supervisors and duty managers).
- Dealing with customers in a calm and professional manner, no matter the situation.
- Handling confidential data about customers professionally and respectfully and following data protection protocols set by company such as not destroying any information pertaining to customer in bins.
- Attention to detail by knowing stock ranges and store layout. Identifying when people are struggling, for example when an inexperienced staff member is stuck on a particular process on EPos systems.
Play Club manager
Grass Roots Play
Enfield
01.2014 - 05.2019
- To ensure that the day-to-day management of Playgroup complies with group policies and procedures and regulatory requirements.
- To ensure that suitable activities are planned and implemented in accordance with current curriculum practice.
- To ensure that children’s individual learning needs are catered for and that each child’s progress is recorded.
- To line manage staff.
- To liaise with Council, Care Inspectorate, and other agencies as required.
- To handle and record monies received from parents/carers and submit to Treasurer.
- To liaise with Treasurer regularly on financial matters for everyday running of playgroup.
- To oversee coordination of fundraising projects to help raise funds for playgroup.
- Monitored club facilities maintenance, maintaining a clean and inviting atmosphere.
- Executed recruitment procedures to build a competent workforce.
- Mitigated risk factors by enforcing strict security measures.
- Implemented new schedules to increase staff productivity.
- Coordinated events and promotions for increased footfall.
- Supervised financial transactions, ensuring accuracy and transparency.
Graphic and Web Design
Charterhouse Aquatics
Waltham Cross, HRT
02.2012 - 11.2013
- The role was design based. I had a list of jobs that needed to be completed within a constrained time frame to be released for industry specific magazines, as well as other media. I was responsible for prioritising workload to ensure each advertisement campaign could be entered promptly.
- I would routinely email or call suppliers directly for the sake of procuring images for products. Website updates were made by me - daily, I would add entries into a MySQL database, and write explanatory information about the related item.
- A fluid approach was present due to constantly shifting priorities. While designing artwork for magazine campaign, I was stopped and asked to complete urgent website updates.
- Problem solving design issues relating to HTML and CSS - fixing broken website elements, correctly aligning web divisions, reviewing jQuery code to solve problems with website transition carousel.
- Assisted in creating database design documents, working with Dev and architecture team.
- Designed and implemented customised database solutions resulting in more streamlined business operations.
- Enhanced brand visibility with creative design concepts.
- Worked closely with graphic designers for visually appealing and cohesive presentations.
- Designing promotional plans to stimulate demand during low periods.
Education
IT Professional Programme - MTA (Microsoft Technical Associate) - 366 Network Fundamentals, MTA - Server Administration Fundamentals - 365, CompTIA A+ Essentials, CompTIA A+ IT, CompTIA Network + N10-009, Microsoft 365 Certified Fundamentals
Just IT Training Ltd
09.2023 - 09.2025
BTEC National Diploma - Video Game Development, 3D Animation, Game Design, Computer game Engines, Object-Oriented Design for computer games, Human computer interfaces, Computer Game Platforms and technology
College Of Haringey Enfield and North East London
10.2008 - 07.2010
GCSE - 10 GCSE’s including Maths and English
Sailsbury
Enfield, North London 09.2003 - 07.2008
Skills
- Virtualisation technologies
- Data backup recovery
- Hardware troubleshooting
- Efficient escalation handling
- Understanding of vpns
- ERP systems expertise
- Scripting languages knowledge
- Software installation and upgrades
- Continual service improvement approach
- Ticketing system navigation
- Communication excellence
- Firewall setup and maintenance
- Familiarity with operating systems
- Cybersecurity practices
- Helpdesk experience
- Cloud computing knowledge
Specfic tools & infrastructure
- Ubiquity
- Cisco
- Draytek
- Fortinet
- Microsoft 365 (Sharepoint, Teams, OneDrive, Exchange)
- SSH
- Rsync
- Bash Scripting
- CMD
- PowerShell
- Active directory
Custom
Cafe NSO (New store openings), Key person in New Store Openings (NSOs) projects for major Coffee chains located in the UK and 4 other countries., Stock taking, and requesting the ordering of needed equipment., Configuring of equipment where necessary., Creating VLans and configuring firewall rules. Unifi site upgrade, Create a new site template and change sites over to this new standard with minimal downtime., Design a network structure with VLANs and firewall rules outlined., Create the template as an available site on our Unifi controller., Test the site at our workshop.
Affiliations
- Electronic Engineering
- Linguistics - I have a grasp of conversational Spanish, while I am currently studying Swedish.)
- Martial Arts
- Hiking
Accomplishments
- Japanese Ju Jitsu blue belt
- Japanese Ju Jitsu national champion (Gold medal)
Timeline
IT Professional Programme - MTA (Microsoft Technical Associate) - 366 Network Fundamentals, MTA - Server Administration Fundamentals - 365, CompTIA A+ Essentials, CompTIA A+ IT, CompTIA Network + N10-009, Microsoft 365 Certified Fundamentals
Just IT Training Ltd
09.2023 - 09.2025
2nd Line Support Engineer & Outcall Escalations
Cranborne Technology
04.2023 - 06.2025
1st Line Support Engineer
Cranborne Technology
04.2022 - 06.2025
Online customer service
Sainsburys
11.2021 - 03.2022
Customer service
JayLow Supplies
09.2019 - 10.2021
Play Club manager
Grass Roots Play
01.2014 - 05.2019
Graphic and Web Design
Charterhouse Aquatics
02.2012 - 11.2013
BTEC National Diploma - Video Game Development, 3D Animation, Game Design, Computer game Engines, Object-Oriented Design for computer games, Human computer interfaces, Computer Game Platforms and technology
College Of Haringey Enfield and North East London
10.2008 - 07.2010
GCSE - 10 GCSE’s including Maths and English
Sailsbury
09.2003 - 07.2008
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