Summary
Overview
Work history
Education
Skills
Websites
Custom
Affiliations
Accomplishments
Certification
Languages
References
Timeline
Generic

Isaac Henry Kusi

Southampton,Hampshire

Summary

A highly skilled IT professional with expertise in Software Development Lifecycle, C#, Visual Basic, SQL, and Python. Demonstrates proficiency in hardware/software integration, security protocols, and memory management. Adept at multi-threading and distributed storage solutions, with a strong foundation in cloud computing and server monitoring tools. Committed to delivering exceptional customer service through empathy, patience, and adherence to ITIL service management standards. Possesses excellent decision-making aptitude and time management efficacy, ensuring service level agreement adherence and effective call handling etiquette. Career goals include advancing technical expertise while enhancing customer-centric solutions within the IT industry.

Adaptable and motivated individual with strong communication and problem-solving skills, well-suited for Service Desk Specialist role. Possesses expertise in troubleshooting technical issues and providing exceptional customer support.

Emerging IT professional eager to contribute immediate value in support roles. High-level awareness of emerging technological trends and industry advancements. Thrives in autonomous environments with solid work ethic and history of self-motivated goal achievement.

Astute IT Technician equipped with in-depth knowledge of technical troubleshooting and diagnosis. Evaluates performance issues and escalates critical concerns to supervisors. Focused problem-solver with prove history of high-quality IT support.

Highly skilled in IT service management with focus on end-user support and problem resolution. Possess unique understanding of complex technical issues, offering solutions that maximise uptime and productivity. Count on proven ability to manage high-pressure situations and deliver top-notch customer service.

Overview

8
8
years of professional experience
1
1
Certification

Work history

Service Desk Technician

Dache Consultancy UK
Leeds, North Yorkshire
01.2024 - 01.2025
  • Crafted comprehensive instruction manuals to enhance user troubleshooting capabilities.
  • Maintained detailed service desk records, tracking issues from inception to resolution.
  • Ensured optimal network performance through proactive maintenance and continuous monitoring.
  • Delivered exceptional customer service by understanding client needs and providing timely solutions.
  • Executed routine system checks to avoid potential disruptions or malfunctions.
  • Collaborated effectively with other IT specialists for advanced issue resolution.
  • Conducted system maintenance tasks, resulting in minimal downtime for users.
  • Utilised strong interpersonal skills to de-escalate tense situations with frustrated customers.
  • Assisted customers with hardware and software installation, ensuring smooth operations.
  • Managed customer inquiries for quick resolution and high satisfaction levels.
  • Maintained a comprehensive knowledge of software applications, enabling efficient problem-solving.

IT Service Desk Assistant

Swift Solution Company
Accra
01.2020 - 01.2021
  • Facilitated efficient office operations by assisting with hardware and software upgrades.
  • Ensured network security and reliability by maintaining internet services, firewalls, and telephone systems.
  • Proactively identified equipment issues, promoting seamless resolution to minimise disruption.
  • Established strong client relationships to encourage repeat business opportunities.
  • Implemented innovative procedures through successful completion of special projects.
  • Conducted regular maintenance inspections on PCs, significantly reducing downtime.
  • Streamlined file organisation and correspondence management to enhance operational efficiency.
  • Earned recognition from supervisors and peers for outstanding contributions to the team.

Customer Service Advisor (IT Support)

Airtel Tigo Telecommunications
Accra
01.2019 - 12.2019
  • Oversaw ticket issuance and provided technical updates to improve issue resolution.
  • Minimised network disruption through effective collaboration and troubleshooting efforts.
  • Conducted network audits, producing reports to support continuous improvement initiatives.
  • Executed Q&A sessions to promptly address customer needs and enhance satisfaction.
  • Utilised Excel, CRM reports, and software for documentation and engagement monitoring.
  • Improved customer satisfaction by promptly addressing queries and complaints.
  • Built rapport with clients through empathetic handling of concerns.
  • Handled high volume of calls daily for faster issue resolution.
  • Communicated insurance policy details clearly, resolving queries and complaints.
  • Mentored junior team members on best practices, analysing recurring issues for training enhancement.
  • Logged customer complaints accurately, expedited corrective actions effectively.
  • Provided detailed information about products and services to potential customers.
  • Guided customers through troubleshooting process with patience and clarity.
  • Assisted customers in product selection to boost sales.
  • Coordinated with other teams to resolve multi-faceted client problems swiftly.
  • Managed complex customer issues to successful resolution.
  • Responded to difficult situations calmly, gained trust of aggrieved customers.
  • Expressed care, patience and empathy when handling customer interactions for personalised experience.

National Service Personnel (IT Department)

Accra Metropolitan Assembly
Accra
01.2018 - 01.2019
  • Joined the IT department of Accra Metropolitan Assembly for overseeing general IT tasks including installation, configuration, repair, and troubleshooting of computer systems and networks.
  • Maintained a shorter response time to service issues and requests by expediting technical support across the organization and enhancing operational productivity.
  • Installed and configured computer hardware, software, systems, networks, printers, and scanners to facilitate office operations.
  • Implemented procedures to maintain optimal functioning of computer systems and networks with reliability and efficiency.
  • Carried out day-to-day duties accurately and efficiently.
  • Quickly learned and applied new skills to daily tasks, improving efficiency and productivity.
  • Successfully delivered on tasks within tight deadlines.
  • Demonstrated respect, friendliness and willingness to help wherever needed.
  • Worked flexible hours, covering nights, weekends and bank holidays.
  • Offered friendly, efficient customer service and handled challenging situations with ease.
  • Cleaned work areas and equipment to maintain faultless hygiene standards.
  • Completed duties to deliver on targets with accuracy and efficiency.

Telecom Engineer Apprentice

Sansar Innovation
Accra
01.2017 - 12.2017
  • Led the development and progressive implementation of a personal SMS aggregation platform across the organization for enhancing communication efficiency.
  • Participated in and won the P&G hackathon in Egypt by showcasing individual work and networking with other interns to exchange innovative ideas.
  • Conducted site surveys, identifying best locations for equipment installation.
  • Installed new hardware, resulting in enhanced communication channels.
  • Maintained stringent health and safety protocols during all fieldwork operations.
  • Collaborated closely with IT departments, ensuring seamless integration of telecom systems.
  • Conducted signal testing for optimal network operation.
  • Detected system defects within integrated system units and inter-assemblages through testing.

Education

NVQ Level 4 - Full stack web development

Step8up Academy
United Kingdom
06.2025 -

B.Sc. - Telecommunication Engineering

Ghana Technology University College
Accra -Ghana
09.2016 - 11.2020

Master of Science - Information Technology

University of Aberdeen
Aberdeen
09.2021 - 11.2022

Skills


  • Memory management techniques
  • Multi-threading capabilities
  • Distributed storage solutions
  • Microsoft Office proficiency
  • Social media engagement
  • Patch management skills
  • Remote desktop support
  • Empathy in customer service
  • Patience and composure in service
  • Call handling etiquette
  • Service level agreement compliance
  • Time management skills
  • Server monitoring expertise
  • Customer-centric approach
  • Multitasking abilities
  • CRM software knowledge
  • Cloud computing experience
  • Decision-making skills

Custom

  • Writing and recording songs
  • Playing badminton
  • Snooker
  • Table tennis
  • Enjoy adventures like hiking and camping
  • Watching Football

Affiliations

  • Reading ,Listening to Music, Playing Bardminton

Accomplishments

I had an award for employee of the months three times ,

Certification

Level 4 Full stack web developer

Languages

English
Native
Afrikaans
Native

References

References available upon request.

Timeline

NVQ Level 4 - Full stack web development

Step8up Academy
06.2025 -

Service Desk Technician

Dache Consultancy UK
01.2024 - 01.2025

Master of Science - Information Technology

University of Aberdeen
09.2021 - 11.2022

IT Service Desk Assistant

Swift Solution Company
01.2020 - 01.2021

Customer Service Advisor (IT Support)

Airtel Tigo Telecommunications
01.2019 - 12.2019

National Service Personnel (IT Department)

Accra Metropolitan Assembly
01.2018 - 01.2019

Telecom Engineer Apprentice

Sansar Innovation
01.2017 - 12.2017

B.Sc. - Telecommunication Engineering

Ghana Technology University College
09.2016 - 11.2020

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Isaac Henry Kusi