Isaac Frempong
London,UK
Summary
Versatile Technical Support Representative skilled at offering clients easy-to-understand guidance and actionable advice. Positively impacts all customer interactions and engineering efforts for supported products.
Detail-oriented, organized, and meticulous employee. Works at fast pace to meet tight deadlines. Enthusiastic team player ready to contribute to company success.
Overview
19
19
years of professional experience
1
1
Certification
Work History
Technical Customer Support Specialist
Bad Society
01.2022 - 01.2026
- Provided overnight remote support to global customers across multiple time zones, ensuring 24/7 service continuity
- Resolved technical and account-related issues via live chat, email, and ticketing systems, averaging 40–60 tickets per shift
- Diagnosed and troubleshot issues related to user accounts, APIs, integrations, and system performance
- Maintained 95%+ customer satisfaction (CSAT) by delivering clear, user-friendly solutions to both technical and non-technical customers
- Consistently met and exceeded SLA response times, improving first-response time by 15–25%
- Escalated complex technical issues to engineering teams with detailed logs, replication steps, and root cause insights
- Monitored system alerts and proactively identified potential issues during low-coverage overnight hours
- Worked independently in a low-supervision night environment, ensuring high-quality support and operational reliability
- Contributed to internal documentation and knowledge base, reducing repeat queries and improving team efficiency
- Managed customer support tickets using platforms such as Zendesk, ensuring timely resolution and high customer satisfaction
- Investigated and resolved payment and billing issues, including failed transactions, refunds, and duplicate charges
- Used payment dashboards (Stripe ) to review transactions and assist customers with billing queries
- Handled subscription-related issues, including cancellations, renewals, and payment failures
- Maintained accurate records of customer interactions and payment resolutions within ticketing system
Support Analyst 1st & 2nd line
TurnItOn
01.2017 - 01.2021
- Experience with Windows PCs and servers, Linux servers, MAC OS mobile devices, SQL, Microsoft Office and DNS/DHCP
- Experience of providing Level 1 & 2 support function for a large organisation
- Experience of performing root cause analysis
- Strong Experience of Microsoft 365 Application
- Strong Experience of acturis helping clients with the programme
- Experience of working within product environment, agile and DevOps methods
- Experience of using Service Now or equivalent service management tool
- Experience of coordinating user groups and service reviews. Agile/Digital Experience:
- Experience of identifying, prioritising, planning and delivering continuous improvements
- Experience of maximizing and promoting use of digital self-service
- Skill Set: Linux, Java, C++, Unix, C#, Phyton, WAN/Lan trouble shoot
- Handling Customers complaints
- Ability to maintain excellent relationships with clients
- Investigating and solving customers and IT Client problems of 800 employees using K log platform
- Assist all users with any logged IT related incident when called upon to do so
- Accurately record, update and document incidents and requests using the IT Service Desk call logging system (ServiceNow) while keeping user updated
- Carrying out 1st & 2nd line support problem analysis to implement temporary or permanent fixes with the aim of restoring service to the user as soon as possible; escalating incidents to other support teams where necessary
- 3CX, Active Directory, Azure, PowerShel
- Understanding of Citrix Desktop Director and Manage Engine to provide remote support to customers
- Creating, maintain and publish relevant support documentation to assist all staff in the quick resolution of their incidents and service requests and enable users to become more self-sufficient
- Communicating effectively with customers by telephone, email, letter and face to face
- Gather, analyse, or document user feedback to locate or resolve sources of problems
- Review or update web page content or links in a timely manner, using appropriate tools
- Evaluate testing routines or procedures for adequacy, sufficiency, and effectiveness
- Understanding team product and customer service practices
- Set up new client’s accounts
- Perform a clean installation
- Configure Microsoft Edge
- Configure mobility settings
- Customize the Windows desktop
- Troubleshoot activation issues
- Configure printers and external devices
Part Time
LP Vulnerable Unit
01.2016 - 01.2019
- Contribute to assessing their needs and preferences
- Support the development and implementation of their care plans
- Contribute to reviewing care plans and attend review meetings
- Maintain inventory of personal property and keep their personal space and rooms clean and tidy
- Administer prescribed medication and maintain records
- Teach social workers new program Assist all users with any logged IT related incident when called upon to do so
University Of Kent IT Consultancy Service
10.2012 - 01.2015
- Collaborate with development teams to help, discuss, analyse, or resolve usability issues
- Recommend web site improvements and develop budgets to support recommendations
- Gather, analyse, or document user feedback to locate or resolve sources of problems
- Review or update web page content or links in a timely manner, using appropriate tools
- Identify or document backup or recovery plans
- Evaluate testing routines or procedures for adequacy, sufficiency, and effectiveness
- Document application and web site changes or change procedures
- Develop or document style guidelines for web site content
- Test new software packages for use in web operations or other applications
Head Office IT admin Service assistant
Canterbury Vintage Clothing
01.2009 - 01.2010
- Using Database and SQL skills
- Customer service online
- Experience of using administrative skills working in faced paced environment
- Excellent Knowledge of Microsoft Office Applications
- Working in Excel database
- Understanding company requirements and incorporating them into the prototype
- Updating security service
- Online vintage clothing website.
Sales Assistant
Primark
01.2007 - 01.2009
Education
BSc - Computer Science
University of Kent
Canterbury, Kent01-2015
BTEC Nationals Diploma - IT
Leyton Sixth Form College
London01-2010
GCSEs - undefined
Tom Hood School
LondonSkills
- Security protocols
- System configuration
- Remote support
- Incident management
- Call recordkeeping
- Desktop support
- Service support
- Application support
- Ticket support system management
- Analytical thinking
- Product knowledge
- User support
Certification
Project Management Foundation 2025 (Completed)
Focused on stakeholder communication, task prioritisation, and structured problem-solving
Languages
English
Native or Bilingual
Interests
Sports, I have always been very active as I believe that participating in sports and healthy activity can give you a more positive outlook on life I have been a member of many sports teams such as football and basketball I competed successfully to become an amateur boxer in my university team I enjoy the competitive nature of sports, as well as the inevitable team spirit, Business, Joining Kent IT Business Society helped me grow personally and professionally Helping me understand some of the practical nuances, working with various start-up IT businesses My passion for business lead me into becoming vice president of Kent Business IT Society I also enjoy reading a range of different literature I have a creative imagination and enjoy writing my own short stories and poetry which I sometimes submit to competitions
Timeline
Technical Customer Support Specialist
Bad Society
01.2022 - 01.2026
Support Analyst 1st & 2nd line
TurnItOn
01.2017 - 01.2021
Part Time
LP Vulnerable Unit
01.2016 - 01.2019
University Of Kent IT Consultancy Service
10.2012 - 01.2015
Head Office IT admin Service assistant
Canterbury Vintage Clothing
01.2009 - 01.2010
Sales Assistant
Primark
01.2007 - 01.2009
BTEC Nationals Diploma - IT
Leyton Sixth Form College
GCSEs - undefined
Tom Hood School
BSc - Computer Science
University of Kent