Foster Ayornu
Ottawa
Summary
Dedicated IT Support Specialist with over 5 years of experience in end-user systems troubleshooting, user training, device deployment, application support, system testing, and peripheral assistance. Recognized for a collaborative approach and proven ability to enhance IT service delivery while effectively supporting cross-functional teams. Expertise in leveraging the latest technologies to develop innovative solutions that align with business objectives and improve operational efficiency.
Overview
10
10
years of professional experience
Work History
Delivery Station Associate
Amazon Fulfillment Services
10.2023 - Current
- Utilize handheld scanners and tech systems to sort and process inventory for delivery.
- Troubleshoot mobile app and device issues to ensure timely delivery.
- Interpret on-screen prompts and follow complex workflow instructions.
- Streamlined inventory management processes to enhance operational efficiency.
- Trained new associates on safety protocols and best practices for warehouse operations.
- Monitor performance metrics to ensure adherence to quality standards and service goals.
IT Support Specialist (Remote)
Ghana Ports and Harbors Authority
01.2022 - Current
- Provide remote desktop support for employees, configure software, resolve proprietary application issues efficiently.
- Administer Active Directory accounts, security groups, and permissions, ensuring secure and efficient user access.
- Supported end-users with ticket resolutions in ServiceNow, reducing backlog and ensuring compliance with Service Level Agreements (SLA).
- Support SCCM/MECM deployments and Intune device enrollments, improving rollout efficiency and system compliance.
- Create technical documentation and knowledge base articles to enhance first-call resolution and support efficiency.
Vessel/Ship Planner
Ghana Ports and Harbors Authority
09.2015 - 07.2017
- Supervised the safe and timely discharge of packages per shift, ensuring efficient asset delivery.
- Demonstrated strong customer service, problem-solving, and time management skills under pressure.
- Ensured real-time tracking systems were functional during shift operations.
Desktop Support Specialist
Ghana Ports and Harbors Authority
09.2015 - 07.2017
- Installed and maintained network devices, telecommunications hardware, and related peripherals, supporting 24/7 operations.
- Troubleshot and resolved hardware, software, and application issues, earning recognition for outstanding performance.
- Optimized hardware lifecycle management, replacing failed components to achieve an 80% improvement in operational efficiency.
- Performed system backups and security patching, ensuring system performance and compliance.
- Delivered training sessions to improve user adoption for new applications and technologies.
- Resolved 90% of reported system crashes and network outages on the same day, improving operational efficiency.
Education
Master of Infrastructure Protection And International Security - Cybersecurity
Carleton University
Ottawa06.2025
Bachelor of Arts - Political Science and Philosophy
University of Ghana
Legon05.2015
Skills
- Platforms & Infrastructure: Windows, macOS, iOS, Android, Linux
- Active Directory, MECM/SCCM, Intune Networking (DHCP, DNS)
- Support & Applications: ServiceNow, Microsoft 365, Teams, SharePoint, OneDrive, Zoom
- SaaS and CRM Applications
- Imaging & Deployment
- Ticket management
- CompTIA A FEMA ICS 100
Timeline
Delivery Station Associate
Amazon Fulfillment Services
10.2023 - Current
IT Support Specialist (Remote)
Ghana Ports and Harbors Authority
01.2022 - Current
Vessel/Ship Planner
Ghana Ports and Harbors Authority
09.2015 - 07.2017
Desktop Support Specialist
Ghana Ports and Harbors Authority
09.2015 - 07.2017
Bachelor of Arts - Political Science and Philosophy
University of Ghana
Master of Infrastructure Protection And International Security - Cybersecurity
Carleton University