ALEXANDER AMEYAW ABOAGYE
Concord,ON
Summary
A Dynamic and results-driven professional with over 10 years of I.T. Experience in different fields such as project management, Application Support, Incident management, etc. Looking forward to a challenging working experience that can move my career and the organization to their rightful position.
Overview
1
1
Certification
Work History
I.T. Service Desk & Support Analyst
ECOBANK GROUP
- Providing expert assistance to clients for hardware, software, and network issues, both remotely and on-site as required
- Collaborating with clients to design and implement tailored network and server solutions that meet their specific business requirements
- Proactively monitoring our ticketing system to ensure timely resolution of client tech support issues
- Maintaining clear and consistent communication with clients regarding incident progress, upcoming changes, outages, and solutions
- Documenting all changes to client environments and adhering to industry best practices to ensure the reliability and maintainability of client sites
- Working closely with project leads and managers to ensure the successful deployment of projects, including assisting in the creation of IT proposals and plans for client equipment and services
- Documenting all work performed and submitting accurate time sheets to ensure transparency and accountability
- Assist in the testing and deployment of software updates, patches, and enhancements
- Provide end-user training and guidance on the use of business applications and software as required
- Collaborate with internal stakeholders, including developers, system administrators, and network engineers, to address user concerns and improve application performance.
- Improved customer satisfaction by promptly addressing and resolving support issues.
Education
Post Graduate Cert. (International Business Management) -
Sheridan College
Mississauga, OnB.A. Psychology & Sociology -
University of Ghana
Accra, GhanaSkills
- SQL Server
- Backup and Recovery
- ITIL Knowledge
- Cybersecurity
- PCI-DSS
- Incident Management & Resolution
- Customer Service Skills
- Cross Cultural Communication
- Data Analytics
- Software Installation and Configuration
- Technical Troubleshooting
Certification
- I.T.I.L foundation certification
- I.T. Service Management
- Customer Service Certification
References
References available upon request.
Languages
English
Full Professional
Timeline
I.T. Service Desk & Support Analyst
ECOBANK GROUP
Post Graduate Cert. (International Business Management) -
Sheridan College
B.A. Psychology & Sociology -
University of Ghana
- I.T.I.L foundation certification
- I.T. Service Management
- Customer Service Certification
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