Eric Ampofo
TORQUAY,Devon
Summary
Adaptable IT professional with strong experience in technical support, troubleshooting, and system maintenance. Skilled in managing high-priority tickets, providing excellent customer service, and working efficiently under pressure. Previous delivery experience strengthened my communication, time management, and reliability. Committed to continuous learning and growth within IT and cybersecurity.
Overview
2
2
years of professional experience
1
1
year of post-secondary education
Work history
IT support engineer
Extra O Solutions
Birmingham (Remote)
03.2024 - Current
- Efficiently manage and resolve 30+ high-priority (P1) support tickets daily, ensuring timely, cost-effective solutions while maintaining thorough documentation and SLA-compliant closures.
- Provide on-site technical support, confidently engaging with customers at all organisational levels.
- Take ownership of technical requests, performing thorough diagnostics and troubleshooting to resolve issues effectively.
- Ensure all systems are updated and patched to prevent security vulnerabilities.
- Effectively prioritise and manage workload to handle multiple open tickets efficiently.
- Recreate and develop knowledge base articles for Windows 10 issues, increasing first-call resolutions by 35% and saving £5k annually.
- Continuously learn and stay updated with emerging technologies and industry best practices.
Delivery driver
Papa's Pizza
Torquay, Torbay
12.2024 - 09.2025
- Safely delivered pizzas and menu items within assigned timeframes while following all traffic regulations.
- Provided excellent customer service by greeting customers politely and resolving basic issues on the spot.
- Ensured order accuracy and proper packaging before leaving the store.
- Managed delivery routes efficiently to reduce delivery time and improve customer satisfaction.
- Assisted in-store during busy periods, including preparing orders and answering customer calls.
- Handled customer complaints professionally and informed management when necessary.
Education
Master of Science - Cybersecurity
Staffordshire University
Stoke-on-Trent 01.2023 - 06.2024
Skills
- Customer service & stakeholder communication
- Problem-solving & critical thinking
- Time management & task prioritisation
- Knowledge base documentation
- Remote support tools (RDP, TeamViewer, AnyDesk)
- Technical troubleshooting & diagnostics
- Windows 10/11 administration
- Office 365 & Exchange management
- Active Directory (user management, permissions, group policy)
- Network support (DNS, DHCP, TCP/IP)
- Incident & ticket management (P1–P4)
- SLA-driven service delivery
ADDITIONAL INFORMATION
• Clean full UK driver’s license and access to own car.
• I do not require visa sponsorship.
• Open to flexible schedules, including evenings, weekends, and overnight shifts.
References
References available upon request.
Timeline
Delivery driver
Papa's Pizza
12.2024 - 09.2025
IT support engineer
Extra O Solutions
03.2024 - Current
Master of Science - Cybersecurity
Staffordshire University
01.2023 - 06.2024