Summary
Overview
Work History
Education
Skills
Professional Affiliations and Memberships
Certifications and Licenses
Profession Relevant Skills
Languages
Hobbies and Interests
Timeline
Generic

Eric Twum Ampofo

1st Line IT Support
TORQUAY,Devon

Summary

I am currently seeking a role in the cybersecurity or IT sector to utilize my extensive experience in networking and troubleshooting alongside my strong educational background. Graduating with an MSc in Cyber Security from Staffordshire University has refined my skills in security analysis, assessment, and protective measures. My academic and hands-on experiences, especially in networking and troubleshooting, have endowed me with a robust technical and analytical mindset. In my previous roles, I have efficiently managed and maintained LAN/WAN networks, diagnosed and resolved complex hardware and network issues, and provided comprehensive user support. These experiences have solidified my commitment to collaborative team efforts and achieving organizational objectives. Eager to expand my knowledge in the field, I am adept at grasping new concepts and adhering to detailed instructions, and I am determined to make a significant impact in my future role in cybersecurity or IT.

Overview

12
12
years of professional experience

Work History

IT Support Technician, Third Grade

San Diego City College
11.2020 - Current
  • Receive help tickets from 300 users per month on campus and delegate tasks to appropriate departmental personnel.
  • Provide on-phone and online support for users of the extended campus communication network to facilitate the effective operation of IT resources, improving 65% of user satisfaction.
  • Deliver troubleshooting solutions to departments and console operators experiencing difficulties with the software, hardware and network connectivity.
  • Implement improved assessment and analytical techniques for further achievement of identified departmental goals.
  • Drive enhanced performance figures for the IT team and department to meet stated management expectations and relevant standards.

IT Support Technician, Second Grade

Ledgent Technology
09.2015 - 10.2020
  • Learned from IT professionals how to meet the support needs of a fast-paced technology company serving over 100,000 clients around the world.
  • Discovered innovative solutions to common and exceptional problems identified on help tickets assigned by the team supervisor and/or departmental manager.
  • Communicated with company representatives and vendors to identify computer products that would support and enhance departmental and company operations.
  • Assisted in the implementation of 12 new hardware and software solutions within the company to improve workflow and customer service provision.
  • Provided support to users learning new technology assets to support existing operations and to make possible workflow expansion.

IT Field Support Technician, First Grade

Leidos
06.2012 - 08.2015
  • Took 10 help ticket jobs daily assigned by IT supervisor and recorded ticket results for reporting and record-keeping.
  • Worked closely with IT team members and supervisors to improve troubleshooting skills and situation analysis.
  • Assisted 40 users per week with implementing new software and network infrastructure to ease the transition to new technology assets and planned operations.
  • Supported senior technicians with complex tasks and time-sensitive achievements to meet client expectations and user needs on an identified schedule.
  • Explained diagnostic findings to customers and outlined repair or service options.

Education

Master of Science - Cyber Security

Staffordshire University
Stoke-on-Trent, United Kingdom
07.2024

Bachelor of Science - Information Technology Education

University of Education
Ghana
09.2020

Advance Diploma - Computer & Network Engineering

IPMC Collage of Technology
Ghana
01.2020

Skills

  • Hardware diagnostics
  • User support and troubleshooting
  • Hardware diagnostics and setup
  • Software installation
  • Service schedule coordination
  • Programming languages: Python, SQL
  • Attention to detail
  • Conflict resolution
  • Firewall & IT Security Management
  • Infrastructure Project Support

Professional Affiliations and Memberships

  • California Software Professional Association - (2019)
  • Association of Information Technology Professionals - (2018)

Certifications and Licenses

  • HDI Desktop Support Technician Certification - (Updated 2022)
  • Microsoft Certified Desktop Support Technician certification - (2021)
  • Google IT Support Professional Certificate - (2019)
  • Cisco Certified Network Associate (CCNA) -(2019)

Profession Relevant Skills

  • Assisting users in person and remotely with hardware-related concerns.
  • Utilizing technical training to resolve concerns related to software functionality.
  • Providing phone and online support to users.
  • Working in a team-oriented environment.
  • Implementing documentation protocols into departmental operations.
  • Supporting audio-visual interface with computer workstations and telecommunications technologies.

Languages

English
Native or Bilingual
Spanish
Professional Working

Hobbies and Interests

Outside of work, I like jogging and mountain biking along nearby trails. I also participate in park restoration and cleanup efforts to make local recreational spaces more inviting for other community members. I frequently volunteer as a dog walker at the local animal shelter, too.

Timeline

IT Support Technician, Third Grade

San Diego City College
11.2020 - Current

IT Support Technician, Second Grade

Ledgent Technology
09.2015 - 10.2020

IT Field Support Technician, First Grade

Leidos
06.2012 - 08.2015

Master of Science - Cyber Security

Staffordshire University

Bachelor of Science - Information Technology Education

University of Education

Advance Diploma - Computer & Network Engineering

IPMC Collage of Technology

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Eric Twum Ampofo1st Line IT Support