FRANK APPAU
Edinburgh,Midlothian
Summary
Self-disciplined professional with ample experience in IT, customer service and technical support. Adept in troubleshooting, diagnosing and designing computer systems to customise client needs. Eager to enhance skills and achieve growth in organisation.
Overview
5
5
years of professional experience
4
4
years of post-secondary education
Work history
IT support analyst
K.A Unity Farms Company Ltd
Dormaa Ahenkro, Bono
06.2020 - 08.2021
- Employed advanced troubleshooting and expert application knowledge to solve system user interface problems.
- Troubleshot operating systems, hardware and software problems to identify root causes.
- Supported loading of peripheral equipment with selected materials.
- Completed investigations to check on reported errors, reproduce problems and trace faults.
- Maintained internet and intranet websites to maximise reliability and usability.
- Answered user questions about hardware and software operation to help resolve problems.
- Organised workspaces for employees with computer, monitors and associated cabling or equipment.
IT manager
Dormaa Presbyterian Hospital
Dormaa Ahenkro, Bono
01.2019 - 08.2021
- Aligned IT strategy with business needs, prioritising value for money, security and contractual requirements.
- Identified and recommended cost-effective technology solutions.
- Managed team of IT support technicians, developing workflows and processes.
- Identified skill gaps and restructured IT team, increasing department capabilities.
- Led infrastructure projects to install and upgrade various systems.
- Led IT support for 1st, 2nd, and 3rd line hardware and software issues.
- Directed installation and configuration of computer hardware, operating systems and applications.
- Oversaw execution of IT projects from inception to execution.
- Acted as first point of contact for hardware and software troubleshooting queries.
- Trained IT support staff to manage enquiries from end-users with first-call resolution.
- Installed new technologies without disrupting workflow.
- Maintained system security through regular testing and servicing.
IT support technician
Kumasi Metropolitan Assembly
Kumasi, Ashanti
01.2017 - 12.2018
- Performed Planned Preventative Maintenance, repairs and technical upgrades for well-mobilised operational teams.
- Installed PAN and WLAN networks at remote locations.
- Used ticketing systems to effectively prioritise end-user issues, minimising equipment downtime.
- Provided timely and professional support across hardware and software issues for 90+ end users.
- Employed speedy diagnosis techniques across software issues, achieving outstanding First Time Resolution rates.
- Led data migration to updated domains, improving network traffic performance.
- Prepared equipment for staff use, installing cables, operating systems, and software.
- Tested function of peripheral equipment and completed quality repairs.
- Established and troubleshot network and data communications systems.
- Conducted server back-up and recovery operations in line with protocols.
Education
Master of Science - Cyber Security
Robert Gordon University
Aberdeen 09.2021 - 09.2022
Bachelor of Science - Computer Applications
Himalayan University
India 08.2013 - 08.2016
Skills
- IT security and networking
- Office 365
- Citrix
- Cisco systems
- Cloud technologies
- Windows & Linux operating systems
- Training and development
- IT budget and cost control
- VMware
- Telephony systems
- Software diagnosis
- Hardware diagnosis
- Waterfall methodology
- Agile framework
- Infrastructure development
- Quality assurance
- Requirements analysis
- Project lifecycle management
- Risk mitigation planning
- Documentation and reporting
- Data processing
- Application support
- Troubleshooting proficiency
- Knowledgeable in Mac systems
- Application installations
- Desktop support
- Data entry
- Customer support needs assessment
Languages
English
Fluent
Timeline
Master of Science - Cyber Security
Robert Gordon University
09.2021 - 09.2022
IT support analyst
K.A Unity Farms Company Ltd
06.2020 - 08.2021
IT manager
Dormaa Presbyterian Hospital
01.2019 - 08.2021
IT support technician
Kumasi Metropolitan Assembly
01.2017 - 12.2018
Bachelor of Science - Computer Applications
Himalayan University
08.2013 - 08.2016
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