Thomas Adu Gyamfi

As a Technical Support Engineer, I delivered unique value by collaboratively and reactively solved customer problems, provided proactive support advice, contributed to product quality and enhancements, and created self-help assets to broadly reach more customers

• Troubleshooting and Issue Resolution: I was responsible for diagnosing and resolving technical issues reported by end-users. This involves investigating problems, analyzing error messages, and identifying the root causes of issues, and provide solutions.

• Help Desk Support: I often act as the first point of contact for users experiencing technical difficulties. I respond to support tickets, phone calls, or emails from end-users, and provide timely and accurate assistance. This may involve guiding users through troubleshooting steps, providing instructions, or escalating issues to higher-level support teams when necessary.

• System Maintenance and Upgrades: I play a role in maintaining computer systems, networks, and software applications. I perform routine maintenance tasks such as software updates, patch installations, and system backups to ensure smooth operation and security. I also assist in planning and executing hardware or software upgrades to improve system performance.

• User Training and Documentation: I develop and deliver user training sessions to enhance end-users' understanding of technology and software applications. I create user guides, to provide self-help resources and improve the overall user experience. I document technical procedures, system configurations, and troubleshooting steps to ensure knowledge transfer within the support team.

• Network Administration: I often assist in network administration tasks, such as managing user accounts, and monitoring network performance. I participate in network troubleshooting, ensuring connectivity, and addressing network-related issues.

• Security and Data Protection: I contribute to maintaining the security and integrity of computer systems and data. I implemented security measures, such as antivirus software, firewalls, and access controls, and ensure that data backups are performed regularly. I educate users about security best practices and help resolve security incidents or breaches.

• Hardware and Software Provisioning: I assist with the procurement, installation, and configuration of hardware devices and software applications. I set up new computers, install operating systems and software, and troubleshoot compatibility issues. I ensure that systems are properly licensed and comply with organizational policies.

• IT Infrastructure Support: I provided support for server systems, virtualization platforms, and other infrastructure components. I monitored system performance, troubleshoot server issues, and participated in capacity planning activities to ensure the infrastructure meets the organization's needs.

• Overall, I was responsible for maintaining a reliable and efficient IT environment, supporting end-users, and ensuring the smooth operation of technology systems and services within an organization.

Provide support to users either via phone, email or desk side as required
Perform a variety of network problem analysis and monitoring tasks, monitor network management systems and respond appropriately to user requests and problems;
Perform initial problem analysis and triage problem to other appropriate staff when appropriate
Record, track and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken through to final resolution
Apply diagnostic utilities to aid in troubleshooting
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution
Escalate to support partners as necessary, and follow up on open escalations to get
Perform post-resolution follow-ups to help requests.
Follow instructions and pre-established guidelines to perform the functions of the job;
Collect, organize and document all problems and solutions in the Service Desk Tracking System;
Assist technicians with installation, configuration and set up of IT systems as per established procedures when required;

• Leadership and Strategy: I was responsible for providing overall leadership and strategic direction to the Service Desk Unit. I set goals, define objectives, and establish strategies to ensure efficient and effective IT support services.

• Team Management: As Head of Service desk, I oversee the performance and management of the Service Desk team. This includes recruiting, training, and supervising staff, as well as conducting performance evaluations and fostering a positive work environment.

• Service Desk Operations: Head, Service Desk Unit i was responsible for ensuring the smooth operation of the Service Desk Unit. I established and enforced service level agreements (SLAs), monitor service metrics and key performance indicators (KPIs), and implement processes and procedures to improve service delivery.

• Incident and Problem Management: I oversee the incident and problem management processes within the Service Desk Unit. I ensured that incidents are logged, prioritized, and resolved within defined timelines. I also identified recurring problems, analyze root causes, and implement corrective actions to minimize future incidents.

• Customer Satisfaction: I was accountable for customer satisfaction with the IT support services provided by the Service Desk Unit. I established and monitored customer feedback mechanisms, implement continuous improvement initiatives, and ensure that customer expectations are met or exceeded.

• Continuous Improvement: Head, Service Desk Unit I promote a culture of continuous improvement within the Service Desk Unit. I identified areas for improvement, implement best practices, and drive initiatives to enhance service delivery, streamline processes, and increase customer satisfaction.

• Industry Knowledge and Trends: Head, Service Desk Unit I stay updated with industry trends, emerging technologies, and best practices related to IT service management and support. I apply this knowledge to enhance the capabilities and effectiveness of the Service Desk Unit.

• Technical Support: Provide technical assistance and support to end- users for hardware, software, and network-related issues. This involves troubleshooting problems, diagnosing and resolving technical hardware and software issues, and providing guidance on proper usage.

• Help Desk Management: Act as the first point of contact for users who need assistance. Respond to inquiries, resolve problems, and escalate more complex issues to appropriate teams if necessary. Maintain records of support requests and their resolutions.

• Hardware and Software Maintenance: Install, configure, and maintain computer hardware, peripherals, and software applications. This includes setting up new systems, upgrading existing software and hardware components, and applying patches and updates.

• IT Asset Management: Maintain an inventory of hardware, software, and peripheral devices. Track and manage IT assets, including procurement, allocation, and disposal. Ensure compliance with licensing agreements and software usage policies.

• Security Support: Collaborate with the IT security team to implement security measures, such as antivirus software, firewalls, and data backup systems. Educate users on best practices for data security, password management, and safe browsing habits.

• Collaboration and Communication: Work closely with other IT team members, such as network administrators, system administrators, and developers, to ensure smooth operation of IT infrastructure. Collaborate on projects and contribute to the overall IT strategy.

• Stay Updated: Keep up with the latest technology trends, industry standards, and best practices in the field of IT support. Continuously learn and acquire new skills to enhance technical knowledge and stay relevant in a rapidly evolving IT landscape.