Michael Frimpong
United Kingdom, London
Summary
Seasoned Technology Specialist with experience in systems administration, maintenance and end-user training. Skilled in constructing solutions to achieve program compatibility and conduct system upgrades and installations. Knowledgeable in managing complicated IT systems, including windows and linux operating systems, servers and Enterprise software and to enhance knowledge about new and emerging trends in the IT sector.
Overview
11
11
years of professional experience
1
1
Certification
Work History
2nd line IT Support Executive
MarcusEvans Group
London
09.2023 - Current
- Worked closely with end-users to assess business requirements, support change and deliver high-quality staff experiences.
- Offered bespoke solutions to tackle security and performance issues.
- Managed and prioritized allocated incoming support tickets.
- Developed solutions for critical software issues, guiding users through bug fixes and reactive maintenance.
- Prioritized and managed 6 cases simultaneously with 8% user satisfaction.
- Provided remote support for product functionality, maintenance and troubleshooting.
- Communicated technical concepts to users clearly by phone, email and online chat.
- Leveraged available resources, knowledge and equipment to resolve customer requests.
- Used SysAid to track support tickets and document actions.
- Tracked computer system and network performance to identify root causes of issues.
- Delivered reliable, high quality technical support to average of 20 users daily.
- Maintained high level of support by consistently improving knowledge of operating systems and application software, including Microsoft Intune and Office 365.
IT Assistant
Plantations Socfinaf Ghana Ltd
Daboase, Ghana
08.2021 - 06.2023
- Implemented full wireless network environment on-site and off-site.
- Provided comprehensive training to internal and off-site users on applications such as Sage ERP and Jira whiles optimizing systems maintenance and resolve recurring issues.
- Supported day-to-day operations, monitoring and resolving client/server and storage issues.
- Used Sage ERP software to create requests and track stocked items for client use.
- Used Jira Ticketing system to report and track User issues.
- Contributed to development, administration and testing of disaster recovery plans.
- Implemented internet and intranet applications on multiple platforms.
- Performed software installations and upgrades to Linux or Windows operating systems.
- Integrated and updated software products to boost system compatibility.
- Oversaw IT activities to laptops, tablets and mobile phones for corporate users.
- Configured and tested Windows Server operating systems with roles features.
IT Technician
Rana Motors and Metal Works Ltd
Accra, Ghana
06.2019 - 08.2021
- Implemented automated system backup and recovery.
- Contributed to full wired and wireless network environment setup.(Ubiquity, Unifi, Microtik)
- Implemented and configured Active Directory, DHCP
- Implemented and configured Switches, Routers and Network printers.
- Contributed to implementation, configuration and maintenance if VOIP Phones.
- Assisted in installation and configuration of SOPHOS firewall.
- Delivered Tier 2 and Tier 3 support for problem identification, diagnosis and issue resolution.
- Provided comprehensive training to internal and off-site users to optimize systems maintenance and resolve recurring issues.
- Maintained current software licenses for computers and mobile devices.
- Oversaw IT activities to laptops, tablets and PDAs for corporate users.
- Configured and tested Windows Server operating systems with roles features.
- Attended meetings to deliver status reports to key stakeholders.
- Supported day-to-day operations, monitoring and resolving client/server and storage issues.
- Implemented internet and intranet applications on multiple platforms.
- Performed software installations and upgrades to UNIX or Windows operating systems.
- Integrated and updated software products to boost system compatibility.
Systems Engineer
Silicons Global
Accra, Ghana
04.2018 - 06.2019
- Documented system configuration, mapping and processes.
- Completed software updates and assessed security patches for optimized computer use.
- Implemented networking and server changes to meet client budgets and needs.
- Supported system users, educating employees on troubleshooting and problem-solving protocols.
IT Assistant National Service
TAKORADI INTERNATIONAL COMPANY
Aboadze, Ghana
09.2016 - 10.2017
- Assisted in configuration of VOIP Phones
- Assisted in maintenance of CCTV surveillance cameras
- Provided physical and remote helpdesk
- Assisted in network backup operations
- Collaborated with other interns on projects to meet program requirements and demonstrate skills development.
- Set up and maintained Active Directory and backup servers.
- Installed and configured software and hardware.
- Configured hardware, devices and software to set up work stations for employees.
IT Technician Intern
Aboadze Thermal Power Station
Aboadze, Ghana
06.2016 - 08.2016
- Refurbished PC systems and peripherals such as monitors, networking equipment, printers and more.
- Imaged and prepared new computers for integration into company networks and systems.
- Completed routine and complex software installations, assisting users of various levels of computer sophistication in operation of new and existing software.
- Tested and installed motherboards, processors and graphics cards on desktops and laptops for corporate staff.
- Performed troubleshooting to correct computer hardware and software malfunctions.
- Explained technical information in clear terms to promote better understanding for non-technical users.
- Linked computers to network and peripheral equipment.
- Served as backup for staff members, responding to system failure and maintenance emergencies.
IT Technical Support Intern
Plot Enterprise Ghana Ltd
Mpintsin, Ghana
04.2013 - 09.2013
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for end-users .
- Configured hardware and granted system permissions to new employees.
- Monitored systems in operation and quickly troubleshot errors.
- Documented support interactions for future reference.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular and wired network.
Education
BSc. - Information Technology
Ghana Communication Technology University
AccraInternational Advanced Diploma - Computer Studies
NCC Education
Manchester International Diploma - Computer Studies
NCC Education
Manchester Skills
- Server administration
- Network backup(Backup exec)
- Analytical and Critical Thinking
- Dependable and Responsible
- Virtualisation
- Remote work support
- Firewall functionality
- Network performance monitoring
- Proactive and team player
- Disaster recovery operations
- Strong troubleshooting skills
- Network security systems
- Enterprise Wi-Fi management
- VPN management
- Service desk management
- Office 365
- Application support
- Team management
- Active Directory
- Microsoft Outlook
- Microsoft Office 365
- Windows expertise
- Desktop support services
- Citrix
- JIRA
- Google Mail
Accomplishments
- Achieved consistency in backup and recovery by implementing automated scheduled backup with checksum for accuracy.
- achieved off-site access to on-site application by implementing application virtualisation
- Collaborated with team to install CCTV cameras to enable surveillance from remote locations
- collaborated with team to set up a point to point radio network
- Used Excel to develop Printer log spreadsheet
- achieved data protection and privacy over network printing by configuring user ID on printer
Certification
Office 365 Administration Basics
Timeline
2nd line IT Support Executive
MarcusEvans Group
09.2023 - Current
IT Assistant
Plantations Socfinaf Ghana Ltd
08.2021 - 06.2023
IT Technician
Rana Motors and Metal Works Ltd
06.2019 - 08.2021
Systems Engineer
Silicons Global
04.2018 - 06.2019
IT Assistant National Service
TAKORADI INTERNATIONAL COMPANY
09.2016 - 10.2017
IT Technician Intern
Aboadze Thermal Power Station
06.2016 - 08.2016
IT Technical Support Intern
Plot Enterprise Ghana Ltd
04.2013 - 09.2013
BSc. - Information Technology
Ghana Communication Technology University
International Advanced Diploma - Computer Studies
NCC Education
International Diploma - Computer Studies
NCC Education
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