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@sawyerbenevolent
Experienced young IT Professional providing exceptional user support.
I am an experienced IT professional with a strong background in providing end-user support both on-site and remotely. My journey in the IT field began with a Bachelor of Engineering in Computer Engineering from Kwame Nkrumah University of Science and Technology, followed by a Master’s in Information Technology from the University of the Philippines Los Baños. Over the years, I have honed my skills in customer service, technical support, and website development, consistently achieving high levels of user satisfaction.
During my tenure at First Atlantic Bank Ghana, I successfully managed the IT service desk, ensuring 100% resolution of user support issues within the service level agreement. My role involved monitoring and administering various business applications, including Flexcube and SWIFT, and maintaining comprehensive records of solutions applied to technical issues. I have also contributed to projects at the Ghana Revenue Authority and served as a project assistant, where I developed strong analytical and problem-solving skills.
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Work history, roles, and key accomplishments
First Atlantic Bank Ghana
Jan 2017 - Aug 2019 (2 years 7 months)
Provided end-user support both on-site and remotely, ensuring 100% resolution of user support issues within SLA. Managed business applications, performed database backups, and maintained error logs for banking applications.
Ghana Revenue Authority
May 2016 - Jan 2017 (8 months)
Assisted in project management tasks, conducting surveys and documenting findings for the Ghana Revenue Authority.
GITS
Nov 2015 - May 2016 (6 months)
Installed and configured demo systems, conducted customer environment surveys, and provided technical training and support.
Students Loan Trust Fund
Oct 2014 - Oct 2015 (11 months)
Tracked and recovered loans, processed applications, and provided customer service to loan applicants.
Duapa Trust
Aug 2014 - Sep 2014 (1 month)
Performed system checks and maintenance, provided technical support for end-users, and resolved network issues.
Soda Trust GH
Dec 2009 - Dec 2009 (0 months)
Managed records, compiled documents, and provided administrative support.
Degrees, certifications, and relevant coursework
Master of Information Technology (on-going), Information Technology
2019 - 2022
Grade: 2.417
Masters in Information Technology.
Bachelor of Engineering, Computer Engineering
2010 - 2015
Grade: 2.97
Bachelor of Computer Engineering
Software and tools used professionally
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