Paul Kyei
IT Support Engr
Edinburgh,Penicuik
Summary
Experienced IT Support Technician with 4 years providing technical support, software, a bit of hardware and maintaining secure, reliable IT environments. Skilled in troubleshooting, user account management, and assisting employees with daily hardware usage, software, and network issues. Adept at maintaining system security, performing updates, and coordinating with teams to ensure smooth operations. Strong communicator with a collaborative approach, focused on resolving issues quickly and improving end-user satisfaction.
Overview
5
5
years of professional experience
4
4
Certification
Work history
IT support technician
Origo Service Ltd
Edinburgh
2025.07 - 2026.02
- Configured and troubleshot laptops, desktops, mobile devices, and peripherals for staff.
- Provided assistance to employees with software, hardware, and network issues, ensuring timely support and solutions.
- Managed user accounts, passwords, and access permissions during onboarding and offboarding processes.
- Updated software patches and certificates to maintain system security.
- Monitored IT incidents, escalating complex issues to vendors as necessary.
- Assisted with network setup by connecting devices and ensuring proper access to shared resources.
- Documented technical procedures and guided staff on IT best practices.
- Collaborated with teams to gather technical requirements and deliver effective IT support.
IT support assistant
CloudRock Consulting Ltd
London
2022.01 - 2025.07
- Assisted staff with installation, setup, and repair of computers, mobile devices, and peripherals.
- Provided support for employees facing software, hardware, and network issues.
- Managed user accounts for staff during onboarding and offboarding processes.
- Ensured systems remained secure by applying software patches and certificates.
- Monitored IT issues, resolved routine problems, and coordinated with vendors for complex challenges.
- Ensured smooth operations with routine system maintenance tasks.
- Set up user accounts and permissions for secure access control.
- Offered IT support during key meetings and events.
Signals Operator (Technical Support)
British Army
Edinburgh
2019.11 - 2021.12
- Demonstrated expertise as a Signals' Operator, Signal RS Qualified and Drone Pilot holding an operator's license in the British Army, based in Edinburgh.
- Cultivated robust communication networks with senior stakeholders and business support users to deliver effective project solutions.
- Contributed to the establishment of headquarters during operations, including implementing communication networks across Op Toral 11 Operations (Afghanistan).
- Supported the Change Team by spearheading requirements gathering, planning and stakeholder management for various high-profile projects.
- Optimised machine settings to improve product quality.
- Documented daily operations accurately, assisting in record keeping.
- Coordinated with other operators for smooth operation processes.
- Handled and sorted materials correctly, minimising waste generated.
Education
Bachelor of Science (BSc) - Computing (Honours)
Edinburgh Napier University
Diploma - CyberSecurity Operations
Alison Institute
London, UKScrum Master - Advance Certification
Alison Institute
Edinburgh, UK 2023.01 - 2023.12
Diploma - French Language
Alliance Française
W/A GHSkills
- Delivered 1st and 2nd line IT support to internal users by diagnosing and resolving software and connectivity issues, responding to service requests, and ensuring minimal disruption to day-to-day business operations
- Set up, configured, and troubleshot laptops, desktops, mobile devices, and peripherals
- Windows OS (Windows 10, 11, Server editions)
- Linux basics/ Advance (for multi-platform support)
- PowerShell & Command Prompt (Windows scripting and troubleshooting)
- Remote Desktop / RDP (for remote support)
- Windows Admin Tools (Event Viewer, Task Manager, Device Manager)
- Operating Systems: Windows 10/11, Windows Server basics
- Security & Antivirus: Windows Defender, McAfee, Malwarebytes, BitLocker
- Remote & Support Tools: Remote Desktop, TeamViewer, AnyDesk
Certification
- Terraform Certified Associate Hashicorp
- AWS Solutions Architect Associate Amazon Web Services
- ITIL-4 Certified
- Certified Scrum Master Scrum Alliance
- AI (Master Generative)
- Cyber Security Operatios
LANGUAGES
English - 99%
French - 60%
Accomplishments
- Kubernetes Optimization Managed and tuned Kubernetes clusters for scalable workloads, reducing deployment errors by 40% and improving uptime by 25%.
- Infrastructure Automation with Terraform Automated 75% of infra provisioning, saving over 20 hours weekly by eliminating repetitive manual tasks.
- Enhanced Observability with Grafana Built Grafana dashboards that improved metric visibility and data consumption by 40%, supporting faster troubleshooting.
Affiliations
- Basketball, Table Tennis, Snooker, Volleyball, Reading Books of Wealth.
References
References available upon request.
Timeline
IT support technician
Origo Service Ltd
2025.07 - 2026.02
Scrum Master - Advance Certification
Alison Institute
2023.01 - 2023.12
IT support assistant
CloudRock Consulting Ltd
2022.01 - 2025.07
Signals Operator (Technical Support)
British Army
2019.11 - 2021.12
Diploma - CyberSecurity Operations
Alison Institute
Diploma - French Language
Alliance Française
Bachelor of Science (BSc) - Computing (Honours)
Edinburgh Napier University