Paul Kyei
IT SUPPORT/PRODUCTION ENGR
Edinburgh,Penicuik
Work preference
Summary
Highly skilled in hardware assembly and configuration, electro-mechanical equipment setup, and system testing and validation. Expertise in fault finding, root cause analysis, repair, and troubleshooting. Proficient in PC configuration, firmware and software configuration, build preparation, and device onboarding, offboarding. Adept at technical documentation, quality assurance, and procedures compliance. Strong analytical problem-solving abilities complemented by team working skills, attention to detail, and a fast learning aptitude.
Multi-skilled individual offers adaptable engineering, electrical and mechanical understanding to production role. Focused and meticulous to produce components to strict tolerances. Organised with good initiative for punctual task planning and completion. Takes on challenging new role harnessing interpersonal skills, collaboration and problem-solving. Driven to deliver high-quality service and consistent results. Loyal employee with solid understanding of training and mentoring employees. Dedicated team player, proactive and hands-on in task completion. Energetic employee well-versed in strong communication and organisation skills. Seeks solutions to problems and applies extensive analytical knowledge to findings. Adept at multi-tasking, leading group discussions and managing projects.
Overview
5
5
Certification
5
5
years of professional experience
1
1
year of post-secondary education
Work history
IT Technician/Floor walker
Hays(Computacenter)
Edinburgh, Gogarburn
2026.05 - 2026.08
- Coordinated with vendors for timely delivery of IT equipment and services, reducing operational delays.
- Rectified software bugs; improved overall system performance.
- Scanned systems, diagnosing and correcting equipment failures and performance issues.
- Assessed user needs and requirements, providing appropriate IT solutions in response.
- Delivered face-to-face and remote technical support, resolving hardware, software, connectivity and user access issues in
line with service standards. - Advised stakeholders and end users on device compatibility, technology solutions, and best practices for Microsoft Teams
and mobile device usage. - Conducted virtual consultations and troubleshooting sessions, guiding users through technical issues and providing clear,
user-friendly solutions. - Provided floor-walking support during the organization-wide migration from Zoom to Microsoft Teams, assisting users
with adoption, configuration, and troubleshooting of collaboration tools. - Supported drop-in clinics and walk-up support desks, responding to user queries, diagnosing issues, and providing
timely resolutions. - Maintained accurate documentation of support activities, common issues, resolutions, and user guidance materials to
improve service delivery and knowledge sharing.
IT Support/Production Engineer
89byte Ltd
Edinburgh
2026.01 - 2026.05
- Configured, assembled, and deployed laptops, desktops, peripherals, and supporting equipment in accordance with documented procedures. Conducted testing and troubleshooting of hardware and software, diagnosed faults, performed repairs, and produced technical documentation.
- Deliver 1st and 2nd line IT support to 100+ internal and client users, resolving hardware, software, Microsoft 365,
and connectivity issues with minimal disruption to daily operations. - Demonstrated strong customer service and communication skills when assisting users with technical issues and
support requests. - Configure, deploy, and support 50+ Windows 10/11 laptops, desktops, printers, and user peripherals across business
environments. - Troubleshoot common issues across desktops, Game consoles, laptops, Microsoft 365, networking, printers, phones,
and general user accounts across board. - Support Microsoft 365 services including Outlook, Teams, OneDrive, and SharePoint-related issues, restoring user
productivity within agreed service targets. - Carry out software installations, patching, updates, and endpoint maintenance, helping maintain 99%+ service
availability across supported devices and user systems. - Use remote support tools including RDP, TeamViewer, and AnyDesk to resolve incidents across multiple locations,
consistently working within SLA response targets.
IT Support Technician
Origo Service Ltd
Edinburgh
2025.01 - 2026.01
- Set up and configured devices and peripherals, performed hardware diagnostics, software installations, and system testing while maintaining service quality and accurate documentation.
- Delivered excellent customer service by resolving user issues professionally and efficiently.
- Set up, configure, and troubleshoot 100+ laptops, desktops, mobile devices, and peripherals to support day-today
staff operations. - Support Windows 10/11 environments and assist users with desktop, login, printing, and Microsoft 365-related
issues, consistently meeting SLA response and resolution targets. - Provided technical support and troubleshooting for desktops, laptops, gaming consoles, Microsoft 365
applications, printers, mobile devices, networking issues, and user account-related problems. - Manage user accounts, password resets, and access permissions during onboarding and offboarding processes for
10+ users per month. - Apply software patches, security updates, and certificates to maintain secure and compliant IT environments,
helping support 99%+ endpoint uptime. - Monitor support incidents, resolve routine technical faults, and escalate more complex issues to vendors or senior
technical teams when necessary.
IT Support Assistant
CloudRock Consulting Ltd
London
2022.01 - 2025.01
- Provided day-to-day hardware and software support, device preparation, troubleshooting, patching, and documentation while working collaboratively with technical teams and vendors.
- Provided day-to-day IT support to 200+ employees, resolving hardware, software, and network-related issues in a
fast-paced business environment. - Assisted with installation, setup, and troubleshooting of 80+ laptops, desktops, mobile devices, printers, and office
peripherals. - Performed routine maintenance including software patching, update checks, and certificate validation to support
secure day-to-day operations. - Supported network access by connecting devices and ensuring reliable access to printers, shared drives, and internal
resources. - Helped users with Microsoft 365 applications, email, and collaboration tools, improving productivity and reducing
avoidable downtime. - Assisted with Active Directory-based account administration, password resets, and access requests, helping maintain
secure access to internal systems. - Supported onboarding and offboarding processes by setting up user accounts, assigning permissions, and preparing
devices for new starters and leavers. - Documented standard fixes and procedures, helping reduce repeated support issues and improve support
consistency.
Signals Operator (Technical Support)
British Army
2019.01 - 2021.01
- Supported installation, configuration, testing, and maintenance of communication equipment. Performed fault diagnosis, equipment inspections, repairs, and maintained technical records while adhering to strict procedures and quality standards.
- Supported secure communications systems and technical operations in structured, high-pressure environments
serving large operational teams. - Assisted with setup, configuration, and fault reporting for communication and field-based technical equipment to
support operational readiness. - Maintained accurate operational records and followed strict procedures, contributing to high levels of reliability,
compliance, and continuity. - Performed troubleshooting tasks promptly, avoiding major breakdowns.
- Supported secure communications systems and technical operations in structured, high-pressure environments
serving large operational teams.
Education
Bachelor of Science - Computing
Edinburgh Napier University
Edinburgh 2024.07 - 2026.01
Skills
- Hardware Assembly, Software & Configuration; Electro-Mechanical Equipment Setup; System Testing & Validation
- Fault Finding, Root Cause Analysis, Repair & Troubleshooting
- PC Configuration, Firmware & Software Configuration, Build Preparation & Device Imaging
- Technical Documentation, Quality Assurance, Procedures Compliance
- Analytical Problem Solving, Team Working, Attention to Detail, Fast Learner
- Software development techniques
- Performance metrics analysis
- Operational efficiency enhancement
- Customer requirements fulfilment
- Technical documentation preparation
- Equipment Maintenance
- Project Management
- Maintenance scheduling
- Risk Assessment
- Health and Safety regulations
- Customer Service
- Interpersonal communication
- Team Leadership
Certification
- ITIL 4 Certified
- Terraform Associate
- AWS Certified Solutions Architect – Associate
- MS365
- Certified Scrum Master
- AI/Generative AI Certificate
Affiliations
- Volley Ball, Basket Ball, Table Tennis, Reading, Singing.
Languages
English
Fluent
French
Upper intermediate
Work availability
Monday
Tuesday
Wednesday
Thursday
Friday
Saturday
Sunday
morning
afternoon
evening
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References
References available upon request.
Timeline
IT Technician/Floor walker
Hays(Computacenter)
2026.05 - 2026.08
IT Support/Production Engineer
89byte Ltd
2026.01 - 2026.05
IT Support Technician
Origo Service Ltd
2025.01 - 2026.01
Bachelor of Science - Computing
Edinburgh Napier University
2024.07 - 2026.01
IT Support Assistant
CloudRock Consulting Ltd
2022.01 - 2025.01
Signals Operator (Technical Support)
British Army
2019.01 - 2021.01