Open to opportunities

Kelvin Baddoo

@kelvinbaddoo

IT Support Professional delivering Tier 1/2 helpdesk, SLA-driven incident management, and secure systems support in high-security environments.

Ghana

Message

What I'm looking for

I want remote IT support or helpdesk work where I can own Tier 1/2 incidents with strict SLA compliance, troubleshoot Windows/Linux networks end-to-end, and work with secure, well-documented processes while growing my technical depth.

I’m an IT Support Professional with 7+ years of combined formal and freelance experience in hardware/software troubleshooting, network administration, helpdesk operations, and SLA-based incident management. I’ve supported large user bases in high-security, classified environments where strict data governance and escalation protocols matter.

At the British High Commission in Accra, I handled Tier 1 & 2 helpdesk support, managed the incident lifecycle with ITSM ticketing, and kept strict SLA compliance through clear documentation and coordinated troubleshooting. I performed hardware troubleshooting, OS configuration, network diagnostics, and software deployment across Windows endpoints, while administering user accounts and access controls aligned to security policies.

As Co-Founder & IT Lead of AbosseyOkaiDirect, I built and launched a live bilingual e-commerce platform, owning technical architecture and systems integration. I develop with Next.js, React, Tailwind CSS, and WhatsApp Business API, and I integrated features like real-time order tracking, mechanic booking, notifications, and mobile money payments.

I’m seeking remote IT support, helpdesk, or technical internship roles where I can apply enterprise-grade IT skills while continuing to grow professionally. I bring a practical, service-focused mindset—clear communication, reliable documentation, and problem solving under SLA pressure.

Experience

Work history, roles, and key accomplishments

Current

Co-Founder & IT Lead

Current

AbosseyOkaiDirect

Jan 2024 - Present (2 years 5 months)

Co-built and launched a live bilingual (English/Twi) auto-parts sourcing platform, owning technical architecture and end-to-end systems delivery. Implemented WhatsApp Business API integration, real-time order tracking, mechanic booking, notifications, and mobile money (MoMo) payment support.

Next.js React WhatsApp Business API Mobile Money (MoMo) Integration Real Time Tracking SEO & Google My Business Admin Dashboard Integration

Current

Freelance IT Technician

Current

Abossey Okai Workshop

Jan 2017 - Present (9 years 5 months)

Diagnosed and repaired hardware faults across desktops, laptops, printers, and networking equipment for SME clients. Configured LAN/WAN and wireless access setups and delivered OS reinstallations, driver updates, antivirus remediation, and data recovery services.

Printer Support LANs & WANs Antivirus Remediation data recovery Network Troubleshooting

IT Support Assistant

British High Commission

Nov 2024 - Mar 2026 (1 year 4 months)

Provided Tier 1/2 helpdesk support for a large diplomatic user base in a high-security environment, managing incidents through ITSM with strict SLA compliance and escalation. Performed hardware troubleshooting, OS configuration, network diagnostics, and software deployment across Windows endpoints while maintaining accurate incident and asset documentation.

Tier 1 Support SLA Management Escalations Windows Troubleshooting Hardware Deployments IT Asset Management Compliance Documentation

IT Intern

Toyota Ghana Co. Ltd

Jan 2022 - Present (4 years 5 months)

Supported IT operations across sales and service departments by handling user support tickets and peripheral maintenance. Assisted with network configuration and internal systems monitoring.

Support Ticketing Systems User Support System Monitoring Troubleshooting

IT Intern

Ghana Civil Aviation Authority

Jan 2021 - Present (5 years 5 months)

Assisted helpdesk operations and supported maintenance of aviation IT infrastructure. Gained exposure to enterprise networking practices including VLAN configuration and IT service management concepts.

Help Desk Support VLAN Enterprise Networking IT Infrastructure Support

Education

Degrees, certifications, and relevant coursework

ITIL 4 Foundation

ITIL 4 Foundation, IT Service Management

2025 -

In progress studying IT service management best practices, including incident, change, and problem management lifecycle.

University of Ghana

Bachelor of Science (Mathematical Science), Computer Science

Earned a BSc in Mathematical Science with a Computer Science major from the University of Ghana (graduated Aug 2024). Coursework included algorithms and data structures, computer networks, operating systems, database systems, and software engineering.