William Boahene
IT Support Professional
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About
A budding IT support professional with a proven track record of providing specialist technical and Helpdesk support.
Experience in working as a 1st and 2nd Line support, helping clients and colleagues resolve complex technical IT issues. I possess excellent client facing skills, natural problem solving and analytical skills and I am able to contribute to the development of best practice, procedures and policies within a company. Having studied and mastered IT and businesses management I'm looking to grow in the IT field and eventually specialize in either cloud or cyber security field and artificial intelligence.
Experience
2nd Line support engineer - Global ESP
(2021-09 - 2024-09)
Responsibilities included
- Managing Swissport contract by supporting their applications in their business environment
- Answering inbound service desk calls from the business and liaising with other colleagues within the 2nd line support team to ensure that issues raised are resolved in a timely fashion
- If an issue needs escalating to the 3rd line support team, I ensure that the correct procedures are followed
- Managing Bit locker issues, assigning licenses, creating and managing user accounts, trouble shooting pc remotely to resolve windows and Citrix issues
2nd Line Support Engineer - Landmark Orchresoft Technologies
(2020-01 - 2020-04)
Responsibilities included
- Answering inbound service desk calls from the business and liaising with other colleagues within the 2nd line support team to ensure that issues raised are resolved in a timely fashion
- If an issue needs escalating to the 3rd line support team, I ensure that the correct procedures are followed
- Troubleshooting of user logon issues for the systems and applications, software installation (Intelliworks) amending user profiles and setting up new user profiles using Zen desk in conjunction with a software called Intelliworks
- Following up with ticket originators to confirm whether all the issues they raised have now been resolved
- If they were still experiencing issues, I try and troubleshoot to resolve before escalating to the 3rd line support
- As a multitasker I juggled inbound and outbound calls on a daily basis, based on SLA priorities that were set by the firm
Technical Team know how member - PC World
(2019-09 - 2020-01)
Worked at Pc world as a shadow player for the Technical knowhow team as well as a sales representative. Responsibilities included:
- Hard ware backup data installations, offer support packages, software installations for Microsoft office, antivirus and cloud services
- As part of the sales team I offered the best care packages available to assist items purchased
Customer Service (clean water) Agent - Wipro Technologies Ltd, UK
(2019-01 - 2019-06)
Responsibilities included
- Resolving and escalating issues using SAP CRM and Vistec for Thames Water
- Raising jobs for engineers to attend issues with all levels of priority
- Tracking and pinpointing location using Unified Event Tracker and GIS
- Using Client Desktop Opens Cape application to record and escalate calls from Thames water customers to engineers and other relevant departments
- Supervising and assisting other service agents in troubleshooting of issues
- Here I played the position of a floor Walker which was an assistant to the manager
IT Systems Admin/Support Assistant - West Blue Consult Ltd, GH
(2017-01 - 2018-12)
- Escalating and Resolving client issues using a ticketing system
- Communicating with internal employees and external clients to resolve computer issues
- Performing computer setup, router configuration and networking assistance
- Executing maintenance responsibilities on a daily basis, keeping a close eye on output levels
Education
BSc - Information Technology & Management - University of Professional Studies, Accra Ghana (2013 - 2017)
Civil Engineering and Construction - University of Portsmouth (2010 - 2013)
Advanced Diploma - Engineering - Thames Valley University now Reading college (2008 - 2010)
GCSE - Science, English and Mathematics - Blessed Hugh Farringdon Catholic School (2005 - 2008)
