Nana Boakye
London
Summary
Dynamic and results-oriented IT professional with a strong record of delivering exceptional technical support and customer service. Skilled in efficiently diagnosing and resolving complex IT issues while maintaining a focus on user satisfaction and operational efficiency. Adept at collaborating with cross-functional teams and stakeholders to implement technology solutions that drive continuous improvement. Committed to lifelong learning and staying at the forefront of emerging technologies in the financial services sector.
Overview
4
4
years of professional experience
4
4
years of post-secondary education
1
1
Certification
Work history
IT Service Desk Apprentice
Schroders Investment Management
2023.09 - Current
- Achieved 95% customer satisfaction rate by providing effective first-line and second-line support for IT-related queries, significantly enhancing user experience.
- Improved communication efficiency by establishing a structured feedback loop between Service Desk and New People Team, leading to faster issue resolutions and better stakeholder alignment.
- Successfully resolved over 80% of support tickets within first response time goal, contributing to faster turnaround and improved team productivity.
- Tested and verified software functionalities against business requirements, ensuring flawless implementation with zero critical issues reported post-launch.
- Collaborated with cross-functional teams to design and document a comprehensive onboarding documentation, resulting in a uniform and efficient approach that increased new employee integration satisfaction by 40%.
- Created interactive dashboard that streamlined ticket management, reducing ticket resolution time by 15%.
- Strong understanding of user account management in Active Directory, with a focus on compliance and security.
Market Research Assistant
RONIN INTERNATIONAL
London
2022.11 - 2023.06
- Resolved customer complaints promptly and professionally to minimise research disruption
- Implemented innovative interview technique that reduced average interview time by 15%, resulting in 30% increase in response rates for major survey
- Collaborated with stakeholders to deliver research projects to specification
Customer Service Representative
Zapp
London
2021.07 - 2022.03
- Consistently achieved service rating targets, managing customer enquiries with personalised care and attention
- Managed high-volume customer queries simultaneously through effective multitasking
- Employed active listening and product expertise to successfully resolve inbound queries
- Built customer rapport by providing friendly, genuine service, increasing customer retention by 60%
Education
Certificate of Higher Education - Accounting and Finance
University of Lancaster
2020.10 - 2022.06
A levels - A Level Maths, Biology and Chemistry
Coombe Sixth Form
London 2017.09 - 2019.06
GCSE - Achieved 9 GCSE's graded A-C, including Maths(7) and English (5)
Coombe Boys School
London 2016.09 - 2017.06
Skills
- Proficient in troubleshooting desktop applications, Microsoft Azure, and Office 365 with focus on providing efficient resolutions
- Strong analytical skills to identify issues and implement innovative solutions aligned with user needs and organisational goals
- Efficiently prioritising tasks and managing time to meet client deadlines and demands
- Excellent interpersonal skills, fostering positive relationships and collaboration with users and team members across all levels
Affiliations
- Committed to maintaining a healthy lifestyle through regular physical activity, including football and fitness training.
- Passionate about personal and professional development through reading non-fiction and self-help literature, enabling continuous learning.
Certification
- Azure Fundamentals, Microsoft.
- Information Communications Technician, The British Computer Society.
- ITIL V4 Foundation, Peoplecert
References
References available upon request.
Timeline
IT Service Desk Apprentice
Schroders Investment Management
2023.09 - Current
Market Research Assistant
RONIN INTERNATIONAL
2022.11 - 2023.06
Customer Service Representative
Zapp
2021.07 - 2022.03
Certificate of Higher Education - Accounting and Finance
University of Lancaster
2020.10 - 2022.06
A levels - A Level Maths, Biology and Chemistry
Coombe Sixth Form
2017.09 - 2019.06
GCSE - Achieved 9 GCSE's graded A-C, including Maths(7) and English (5)
Coombe Boys School
2016.09 - 2017.06