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Obed Amankwah

@obedamankwah

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Detail-oriented IT Support and QA Engineer improving SaaS reliability, support workflows, and user experience.

Ghana

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What I'm looking for

I seek a role where I can combine QA and technical support to improve product stability, reduce incidents, and mentor teams in a collaborative, metrics-driven environment.

I am a detail-oriented IT Support and Quality Assurance Engineer with 5+ years ensuring SaaS reliability and optimizing support workflows. I combine hands-on technical support, manual QA, and customer-facing experience to reduce incidents and improve product stability.

At Heatmap.com I authored and executed test cases for session recordings, heatmaps, and surveys, improving product stability by 20% and reducing post-deployment issues by 30% through early bug identification. In prior roles I trained 100+ employees, cut help-desk tickets by 45%, and maintained 95% SLA compliance while resolving high-priority service requests.

I focus on practical, measurable improvements — from implementing proactive measures that reduced incidents by 30% to coordinating nationwide printing services and integrating 3Manager and 4me helpdesk software to boost operational efficiency.

Experience

Work history, roles, and key accomplishments

Current

QA Engineer

Current

Heatmap.com

Jan 2024 - Present (2 years)

Authored and executed test cases for session recordings, heatmaps, and surveys, improving product stability by 20% and reducing post-release issues by 30% through early bug identification and cross-functional QA alignment.

Manual Testing Regression Testing Cross Browser Testing Exploratory testing Jira API Testing

Technical Support Engineer

Docutech

Jul 2020 - Jan 2024 (3 years 6 months)

Provided technical and application support for Calbank PLC, delivered training to 100+ employees reducing help desk tickets by 45%, and resolved 95% of incidents within SLA while implementing proactive measures that cut recurring incidents by 30%.

Application Support Incident Management SLA CRM Ticketing (4me Jira Training Troubleshooting Windows Server Monitoring

Customer Support Representative

Midland Industries Ltd

Nov 2018 - Jan 2020 (1 year 2 months)

Implemented proactive client communication reducing resolution times by 35%, achieved 95% customer satisfaction and grew referral business by 20% through relationship management and a customer satisfaction survey program.

Customer Support Client Relations Microsoft Excel Team Supervision Onboarding