Isaac Kusi
Southampton,Hampshire
Overview
9
9
years of professional experience
1
1
Certification
Work History
IT Tier 2 Support Analyst
Quilter plc
Southampton
12.2025 - 07.2026
- Provided 2nd line technical support for end users across a hybrid financial services environment, resolving escalated incidents and service requests within agreed SLAs.
- Used ServiceNow / ITSM tools to log, prioritise, track, and update incidents, requests, and problem records.
- Managed user accounts and permissions through Active Directory, ensuring seamless access for users by handling password resets, account unlocks, group membership changes, and access requests.
- Diagnosed and resolved issues relating to Windows 10/11 laptops, desktops, printers, mobile devices, and peripherals.
- Supported Microsoft 365 applications including Microsoft Outlook, Microsoft Teams, OneDrive, and SharePoint, ensuring minimal disruption to users.
- Investigated and resolved VPN, remote access, and network connectivity issues, restoring service for both office-based and remote colleagues.
- Assisted with major incident management, troubleshooting critical outages and communicating progress to stakeholders.
- Performed root cause analysis on recurring technical issues, implementing permanent fixes to enhance service stability and prevent future disruptions.
- Monitored system alerts and proactively responded to service-impacting issues using enterprise monitoring tools.
- Supported onboarding and offboarding processes, including new starter Laptop builds, account creation, software deployment, and Leaver access removal.
- Maintained and created knowledge base articles, user guides, and standard operating procedures.
- Assisted with device builds, imaging, software installations, patching, and hardware replacements.
- Ensured all support activities followed ITIL best practices, security policies, and regulatory standards within a financial services environment.
IT Support (Hybrid)
Dache Consultancy UK
01.2024 - 01.2025
- Maintained service desk records and monitored issues from start to resolution, ensuring timely resolution of technical issues to enhance service quality.
- Delivered excellent customer service by listening to clients, understanding their problems, and providing timely solutions.
- Responded promptly to user enquiries, providing accurate information and support to address user needs effectively.
- Escalated complex technical issues to ensure efficient resolution.
- Ensured optimal network performance through continuous monitoring and proactive maintenance.
- Prepared clear instruction manuals to empower users in troubleshooting and resolving common issues independently.
Service Desk Analyst (Remote Worker)
Ascend Digital Solutions Limited
03.2020 - 01.2024
- Maintained internet services, firewalls, and telephone systems by implementing best IT service practices, while enhancing network security and reliability.
- Conducted regular inspections and maintenance of all PCs with optimal performance and downtime reduction.
- Enabled smooth internal office operations by assisting staff with necessary software upgrades, leading to increased operational efficiency.
- Improved equipment functionality through proactive problem identification and reorganization for seamless resolution and minimal disruption.
- Integrated new ideas and implemented the latest procedures and systems by successfully delivering special projects and fostering continuous improvement.
- Received recognition through various awards and commendations from supervisors and co-workers for exceptional performance and contribution to the team.
Customer Service Advisor (IT Support Apprentice)
Airtel Tigo Telecommunications
01.2019 - 02.2019
- Executed Q&A sessions to identify customer needs and promptly resolve issues, fostering customer-friendly interactions and enhancing satisfaction.
- Ensured issue resolution by following up with customers and participating in the Shift Handover process to support synchronization and transfer of ongoing issues between teams.
- Oversaw ticket issuance, provided technical analysis updates, and outlined next steps for effective issue tracking and resolution.
- Minimized network disruption and downtime by collaborating with expert teams and effectively troubleshooting network connectivity issues.
- Used Excel Spreadsheets, CRM reports, and other software to document customer interactions and monitor engagement, while also contributing to increased company productivity.
- Communicated clearly with customers about their insurance policies, efficiently resolved questions, issues, and complaints, and achieved mutually beneficial solutions.
- Conducted network audits and drafted comprehensive reports after each shift to maintain accurate records and support continuous improvement.
- Supported team members by sharing best practices for service and retention, analysing recurring issues to create and update training manuals for continuous improvement.
National Service Personnel (IT Department)
Accra Metropolitan Assembly
01.2018 - 12.2018
- Oversaw IT tasks at Accra Metropolitan Assembly, ensuring efficient installation, configuration, repair, and troubleshooting of computer systems and networks.
- Installed and configured computer hardware, software, systems, networks, and peripherals to optimise office operations.
- Implemented procedures to maintain optimal functioning of computer systems and networks with reliability and efficiency.
- Reduced response time to service issues by expediting technical support across organisation, improving user satisfaction.
Education
M.Sc. - Information Technology
University of Aberdeen
Aberdeen, Aberdeen06-2022
B.Sc. - Telecommunication Engineering
Ghana Technology University College
Accra06-2020
Skills
- Multitasking
- Analytical
- Detail-oriented
- Communication
- Friendly
- Committed
- Strong problem-solving skills
- Troubleshooting issue resolution
- Reliability
- Proactive
- Operational efficiency
- Process Improvement
- Continuous improvement
- Advanced Programming
- Change Management
- Continuous monitoring
- Customer needs
- Excellent customer service
- Data Protection
- Data Analysis & Reporting
- Desktop Support
- Device Management
- Expediting
- Full stack web
- ITIL best practices
- Imaging
- Incident management
- Innovative solutions
- Knowledge base
- Financial services environment
- Microsoft 365 Administration
- Microsoft Teams
- Mobile devices MDM
- Network performance
- Operating Systems
- Printers
- Proactive maintenance
- Problem identification
- Root cause analysis
- Security policies
- Service quality
- Standard operating procedures
- Technical analysis
- Tier 2 Support
- Service desk
- Active Directory
- Computer hardware
- Computer systems and networks
- Programming
- Network connectivity issues
- Desktops
- Information Technology
- Internet services
- Issue tracking
- Excel Spreadsheets
- OneDrive
- Microsoft Outlook
- SharePoint
- Microsoft 365
- Network security
- Microsoft 365 applications
- Peripherals
- Remote access
- ServiceNow
Languages
English
Beginner
A1
Afrikaans
Beginner
A1
Certification
- Full stack web developer
- NVQ L4
- Step8up Academy
Interests
- Writing and recording songs, playing badminton, snooker, and table tennis, enjoy adventures like hiking and camping, and Watching Football
Timeline
IT Tier 2 Support Analyst
Quilter plc
12.2025 - 07.2026
IT Support (Hybrid)
Dache Consultancy UK
01.2024 - 01.2025
Service Desk Analyst (Remote Worker)
Ascend Digital Solutions Limited
03.2020 - 01.2024
Customer Service Advisor (IT Support Apprentice)
Airtel Tigo Telecommunications
01.2019 - 02.2019
National Service Personnel (IT Department)
Accra Metropolitan Assembly
01.2018 - 12.2018
M.Sc. - Information Technology
University of Aberdeen
B.Sc. - Telecommunication Engineering
Ghana Technology University College