CHRISTOPHER ANDOH-YAMOAH
Summary
Experienced in diagnosing and resolving technical issues efficiently. Utilize strong problem-solving skills to provide timely support and enhance user satisfaction. Knowledge of various software and hardware systems ensures comprehensive technical assistance, contributing to a seamless user experience.
Overview
7
7
years of professional experience
Work History
Technical Support Specialist
Fruitful Communities
11.2023 - Current
- Implement and manage an efficient IT ticketing system, ensuring the timely resolution of support requests and maintaining clear communication with users to enhance overall IT support effectiveness.
- Provide technical support to users, troubleshooting hardware and software issues efficiently.
- Lead training sessions for new staff on product features and support tools.
- Develop and maintain documentation for common technical issues and solutions.
- Manage escalation of complex technical issues to ensure timely resolution for clients.
- Train new hires on technical support procedures, contributing to overall team success and performance improvement.
- Walk individuals through basic troubleshooting tasks.
- Reduce response time with effective communication skills, ensuring customers received prompt assistance.
- Install, configure and maintain computer systems and network connections.
Account Executive
Francay Ventures
01.2020 - 09.2023
- Conducted regular sales and mobile banking transaction audits, ensuring accuracy and compliance with established standards.
- Resolved escalated customer issues promptly, demonstrating problem-solving skills and maintaining high customer loyalty.
- Collaborated with the IT department to implement customer-focused technological solutions, streamlining processes and improving overall service delivery.
- Developed and monitored key performance indicators (KPIs) for the customer service team.
- Ensured adherence to service level agreements (SLAs) and maintained high-quality service standards.
- Targeted net new clients with a focus on selling IT solutions and consulting on current IT environments and future needs.
- Built and managed a book of business, driving the full sales cycle from initial contact to close.
- Conducted outbound phone calls and received inbound inquiries.
- Developed and maintained strong client relationships to drive account growth.
- Collaborated with cross-functional teams to create tailored solutions for client needs.
- Analyzed market trends to identify new business opportunities and inform strategy.
- Mentored junior team members, fostering skills in sales techniques and customer engagement.
- Provided exceptional customer service, addressing client concerns promptly and effectively to ensure long-term loyalty.
- Managed multiple accounts simultaneously while maintaining organization and prioritizing tasks efficiently.
- Boosted client satisfaction by developing and maintaining strong relationships through effective communication.
- Maintained up-to-date knowledge on product offerings, ensuring accurate representation during sales pitches or negotiations with clients.
- Conducted regular check-ins with existing clients to assess their needs and identify upselling opportunities.
Office Administrator
Quality Insurance Company Ltd.
08.2018 - 12.2019
- Coordinated with agents to ensure timely submission of documents, contributing to a streamlined document processing workflow.
- Facilitated communication between different departments, promoting a collaborative and efficient work environment.
- Assisted walk-in clients, providing accurate and timely information and improving customer engagement.
- Implemented efficient data entry processes, reducing errors extensively and enhancing overall data accuracy.
Education
Certificate of Technical Studies - Electrical Techniques
Humber Polytechnic
Toronto, ON08-2025
Diploma - Cyber-Security
Trebas Institute
01.2024
Bachelor of Science - Mathematics
Kwame Nkrumah University
05-2018
Skills
- Technical troubleshooting
- Issue research
- Accurate documentation
- Customer experience management
- Remote IT implementation
- Remote support
- Incident management
- Customer support
- Account management
- Telecommunications
- Schematic reading
- Technical support
Accomplishments
- Contributed to a reduction in operational costs by migrating an entire physical database to inventory software for a sales company which made it easier for them to access records and reduced their physical archive/storage expenditure by 50%.
- Trained and led technical support teams of more than 20 support specialists.
- Recipient of individual and departmental awards for providing stellar client service.
- Participated in various incentive programs and contests designed to support achievement of production goals.
Languages
English
Community Service
Volunteer 20 hours/week at Fruitful Communities as a Food Service Worker Lead, coordinating packaging and storage of donations, and training new volunteers.
Skilled musician and band director, playing for groups and events within the Mississauga community.
Timeline
Technical Support Specialist
Fruitful Communities
11.2023 - Current
Account Executive
Francay Ventures
01.2020 - 09.2023
Office Administrator
Quality Insurance Company Ltd.
08.2018 - 12.2019
Certificate of Technical Studies - Electrical Techniques
Humber Polytechnic
Diploma - Cyber-Security
Trebas Institute
Bachelor of Science - Mathematics
Kwame Nkrumah University
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