Isaac Osei Poku

With four years of experience as an IT Technician – 2nd Line, I specialize in troubleshooting hardware and software issues, maintaining networks, and delivering reliable technical support. I am skilled in diagnosing and resolving system problems efficiently, minimizing downtime, and ensuring smooth IT operations. Known for my proactive approach and clear communication, I excel at providing effective solutions and fostering strong relationships with end-users and teams.

I am eager to bring my expertise to a dynamic environment where I can support and improve IT infrastructure

IT Technician - 2nd Line at Makita UK (2022-07 – Present)

• Supervised and led a team of IT service desk analysts, ensuring efficient and high-quality end-user support.
• Managed escalated technical issues, providing prompt resolutions and improving response times.
• Collaborated with IT members to optimize support processes and enhance user experience.
• Developed and documented solutions for IT related issues Delivered training to 1st Line Technicians, improving team proficiency.
• Meeting deadlines for tasks to enhanced service efficiency and user satisfaction.

Help Desk Support at AQA (2022-03 – 2022-07)

• Provided IT support and troubleshooting for hardware and software.
• Maintained IT service desk tools and ensured accurate ticket management.
• Delivered training to junior service desk support, improving team proficiency.
• Creating users account and applying permissions.
• Walking user through to resolve issues.

Lab Technician at UK Biocentre (2021-08 – 2022-02)

• Handling tasks such as sample preparation.
• Operating both manual and automated laboratory equipment, ensuring regular maintenance and calibration.
• Updating and managing information within the Laboratory Information Management Systems (LIMS).
• Adhering to Standard Operating Procedures (SOPs), ISO documentation, and health and safety protocols.

Certificate in Phishing – British Assessment Bureau (2022-10 – 2022-10)

Introduction to Technical Support – Coursera - IBM (2022-06 – 2022-07)

Introduction to Hardware and Operating Systems – Coursera - IBM (2022-06 – 2022-07)

HND in Graphic Design – Compu Net Institute (2013-06 – 2014-09)