Open to opportunities

Ernest Opoku Frimpong

@ernestopokufrimpong

Message

Customer Support and IT Specialist with 3+ years of experience.

Ghana

Message

What I'm looking for

I am looking for a role that values customer satisfaction and offers opportunities for professional growth.

I am a dedicated Customer Support and IT Specialist with over three years of experience in delivering exceptional support to a diverse clientele across Windows platforms. My expertise lies in chat and email communication, issue resolution, and customer engagement. I pride myself on my empathy and responsiveness, ensuring user satisfaction through accurate and professional service.

Currently, I am working as a Freelance IT Support Specialist, where I provide remote support to clients, promptly addressing service requests and educating users on troubleshooting methods. My previous role as an IT Support Officer at the Volta River Authority allowed me to achieve a 95% first-contact resolution rate, demonstrating my commitment to effective problem-solving and customer satisfaction.

In addition to my technical skills, I actively engage in community outreach, leading workshops and providing mentorship in low-resource communities. I am passionate about promoting self-sufficiency and empowering individuals through education and skill development.

Experience

Work history, roles, and key accomplishments

Current

IT Support Specialist

Current

Techiman and Online Clients

Sep 2020 - Present (4 years 10 months)

Supported remote clients via chat platforms and remote desktop tools. Responded promptly to service requests and resolved account and device issues. Educated users on basic troubleshooting methods to reduce future problems.

Live Chat Support Email Support Microsoft Office Suite

Current

Community Outreach Volunteer

Current

UENR GNAAS

Sep 2020 - Present (4 years 10 months)

Led skill-building workshops and spiritual outreach for youth and adults. Provided mentorship and training in low-resource communities. Promoted self-sufficiency through hands-on skill education.

Mentorship Training Community Outreach Skills Training Education Public Speaking Program Development

IT Support Officer

Volta River Authority

Nov 2023 - Sep 2024 (10 months)

Delivered front-line support via email and in-person channels to internal staff. Resolved customer issues with a 95% first-contact resolution rate. Provided clear, customized guidance to users at different technical levels.

Time Management Active Listening Email Support

Education

Degrees, certifications, and relevant coursework

Google, Coursera

Certiﬁcate, IT Support Professional

2024 - 2024

Activities and societies: Hands-on training in system administration, customer service, troubleshooting, and security fundamentals. Planning to pursue ITIL and CompTIA certiﬁcations (Network+, Security+) as resources become available.

Completed the Google IT Support Professional Certiﬁcate program through Coursera. This involved hands-on training in system administration, customer service, troubleshooting, and security fundamentals.

University of Energy and Natural Resources

Bsc, Computer Science, Computer Science

2019 - 2023

Studied Computer Science at the University of Energy and Natural Resources in Sunyani, Ghana. The curriculum covered various aspects of computer science, preparing for a career in IT support and related fields.