Lawrence Obeng Luann Stevens
IT PROFESSIONAL
Farnham,United Kingdom
Summary
Dynamic, results-driven IT professional with over 8 years of extensive expertise in overseeing the implementation and maintenance of cutting-edge technology solutions. Ensures seamless functionality of hardware, software, and networking infrastructure. Collaborates closely with executives to identify and execute strategic technology initiatives tailored to organisational needs.
Overview
8
8
years of professional experience
8
8
years of post-secondary education
8
8
Certification
Work history
Desktop and Telecommunications Engineer
Ashford and St. Peter's Hospitals NHS Foundation Trust
Chertsey
12.2024 - 03.2025
- Lead the build, configuration, integration, and documentation of new IT hardware and software, utilising deployment tools such as ManageEngine Endpoint Central, achieving a 95% successful implementation rate across the organisation.
- Manage the deployment, auditing, and maintenance of client devices and software to ensure system reliability and performance, using automated tools like ManageEngine, and targeting 99% device uptime.
- Act as a technical escalation point for complex IT and telecom issues, supporting the IT Service Desk team and contributing to a 30% reduction in escalations.
- Collaborate with the network team on migrations and monitoring tasks, including network analysis and reporting, helping maintain network performance and reliability across the trust.
- Configure and troubleshoot clinical printer hardware, including managing print servers and ensuring connectivity and compatibility with critical healthcare systems and workflows.
- Ensure system security and compliance by managing and monitoring endpoints with Microsoft Defender for Endpoint, helping to detect, investigate, and respond to threats in real time.
- Document IT and telecoms operational policies, processes, and procedures, ensuring standardised practices and achieving 100% audit compliance.
- Deploy and train staff on complex NHS clinical systems, including MUSE, PACS, Surrey Safe Care, CRIS, and other platforms, ensuring smooth adoption and effective usage.
IT Support Engineer
Academy of Contemporary Music (ACM)
Guildford
01.2024 - 12.2024
- Directed the seamless installation, configuration, and maintenance of software, computer hardware, and network systems; optimised performance, increased data transfer speed by 60%, and ensured 99% uptime across managed devices.
- Engineered seamless user management processes for 500+ users across Google Workspace and Microsoft Exchange, effectively streamlined access control, reduced onboarding time by 40%, and enhanced data security measures.
- Analysed and prioritised technical issues reported by internal staff, resulting in a 15% reduction in escalations to higher support tiers and improved overall team efficiency.
- Spearheaded the transition and management of 200+ devices to Microsoft Azure Endpoint Manager and JAMF Pro, enhanced device monitoring capabilities, and reduced response time for troubleshooting technical issues by 30%.
- Resolved client queries within service level agreements (SLAs), escalated high-priority issues to line management, and ensured all service desk tasks were completed in line with standard operating procedures, improving ticket resolution time by 25%.
- Provided support for diverse OS environments, including Unix/Linux, Windows, and macOS, ensuring compatibility across multiple platforms and seamless system integrations.
Senior IT Systems Administrator
Health Facilities Regulatory Agency
Accra
01.2021 - 12.2023
- Managed IT project activities, expedited stakeholder communication, organised project documentation, monitored project status, and upheld project timelines and financial parameters, ensuring successful project outcomes and exceeding stakeholder expectations, aligning with project governance standards.
- Troubleshot issues related to Windows PCs and Laptops (Windows 10 and 11), network connectivity (Routers, Switches, Access Points, LAN/WAN, TCP/IP, Firewalls, and VLANs), and conducted hardware replacement, ensuring 99% system uptime and minimal service disruptions.
- Directed the implementation and continuous improvement of the agency's website and ERP system, resulting in a 30% increase in online transactions and a 25% reduction in manual data entry errors, aligning with digital transformation goals.
- Orchestrated the administration, configuration, and maintenance of computer systems, network infrastructure, and Office 365, including user management, collaboration tools, security settings, and optimised workflows, reducing onboarding time for new employees by 25%.
- Enhanced operational efficiency by providing remote user support, troubleshooting IT systems, and enterprise antivirus solutions, and managing help desk ticketing systems for 400+ employees, reducing ticket resolution time by 25% and improving user satisfaction.
- Developed and maintained IT operational policies, procedures, and best practice guidelines, ensuring compliance with Information Governance and regulatory requirements.
IT Systems Administrator
Health Facilities Regulatory Agency
Accra
05.2017 - 05.2021
- Coordinated comprehensive support for on-premises Active Directory, skilfully constructing and configuring physical and virtual machines in alignment with established operating procedures, ensuring a 99% uptime for directory services.
- Led cross-functional teams in IT infrastructure projects, ensuring alignment with business objectives, achieving project goals ahead of schedule, and improving overall IT system reliability by 20%.
• Led ITIL-aligned task management, administration, and change control management initiatives; optimised processes and workflows, resulting in a 25% reduction in incident response time and improved operational efficiency. - Provided 2nd and 3rd line support for network and infrastructure-related issues, ensuring efficient diagnosis and resolution within defined SLAs and reducing service disruption by 30%.
- Managed and resolved 2nd line queue technical escalations, maintaining agreed SLAs while delivering excellent customer service and fostering strong user relationships, leading to a 20% increase in positive feedback from stakeholders.
- Managed regular backups using specific backup solutions and executed disaster recovery drills, ensuring 100% data recovery in test scenarios and reducing data loss incidents by 50%.
- Diagnosed and troubleshot networking issues, including TCP/IP, VLANs, DNS, DHCP, and firewall configurations, reducing network downtime by 35%.
Education
Bachelor's degree - Computer Science
Ghana Institute of Management and Public Administration
09.2013 - 05.2017
Skills
- Excellent Communication
- Endpoint Management (Entra ID, Intune, and JAMF Pro)
- Web Administration (CMS, ERP, Clinical Systems, Google Analytics, and WordPress)
- Firewalls and Endpoint Security (ESET Security and Microsoft Endpoint Security)
- Virtualisation (Hyper-V, Oracle VM, VMware, and VMware ESXi)
- Strong Microsoft Office 365 skills (Outlook, Word, Excel, PowerPoint, SharePoint, Exchange, Dynamics, Power BI
- Telephony(VoIP, Analog intercoms, 8x8, MiVoice Business)
- Windows Server 2012 - 2022 (ADDS, and MSSQL)
- Remote Desktop Services (Citrix VDI, RDS, Apple Remote Desktop Services, TeamViewer, AnyDesk)
- Teamwork and Strategic Thinking
- User Management (Active Directory Service, Microsoft Azure, Microsoft Exchange, Google Workspace)
- Experienced in Windows, Mac, Chrome, and Linux Operating Systems
- Service Desk Management (ServiceNow, Freshdesk, and Hornbill)
- Network Troubleshooting(DCHP/DNS, TCP/IP, APs, DNS, hardware installation, Wi-Fi deployment, VLAN isolation and cable termination)
Certification
- Microsoft IT Support Specialist
- Microsoft Cybersecurity Analyst
- Microsoft Cloud Associate
- AWS Cloud Technology Consultant
- Google Project Management
- Google Cybersecurity
- AWS Cloud Support Associate
- Python for Cybersecurity
- Google Cloud Big Data and Machine Learning Fundamentals
- Databases- DML Statements and SQL Server Administration
- Google IT Support
- Information Systems
- Machine Learning A-Z: Hands-On Python & R In Data
Timeline
Desktop and Telecommunications Engineer
Ashford and St. Peter's Hospitals NHS Foundation Trust
12.2024 - 03.2025
IT Support Engineer
Academy of Contemporary Music (ACM)
01.2024 - 12.2024
Senior IT Systems Administrator
Health Facilities Regulatory Agency
01.2021 - 12.2023
IT Systems Administrator
Health Facilities Regulatory Agency
05.2017 - 05.2021
Bachelor's degree - Computer Science
Ghana Institute of Management and Public Administration
09.2013 - 05.2017
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