Summary
Overview
Work History
Education
Skills
Timeline
Certification
Work Availability
Work Preference
References
Generic
Michael Antwi

Michael Antwi

Windsor Mill,MD

Summary

Motivated IT professional with a growing focus on cybersecurity. Skilled in technical support, network administration, and endpoint protection. Known for a hands-on approach, problem-solving ability, and eagerness to learn.

Overview

20
20
years of professional experience
3
3
Certificate

Work History

IT Specialist

Tuerk House Inc.
05.2024 - Current
  • Configured and maintained hardware, software, and workstations for daily operations.
  • Managed IT asset inventory for procurement, updates, and replacements.
  • Monitored servers and networks to optimize performance and reduce downtime.
  • Performed backups and checks to ensure data integrity and availability.
  • Led migration projects to modernize legacy systems without disrupting daily operations or compromising security standards.
  • Trained employees on new technologies, increasing competency levels across the organization.
  • Conducted audits to identify vulnerabilities and enhance security.
  • Administered user access, ensuring compliance with security policies.
  • Provided 2-3 technical support to resolve hardware, software, and network issues per day.

Technical Support Representative

CosmoPortals
07.2023 - 05.2024
  • Provided remote assistance to customers experiencing technical difficulties, guiding them through step-by-step resolutions with patience and professionalism.
  • Boosted customer satisfaction scores by 15% through timely and accurate technical resolutions
  • Resolved complex issues across Windows OS, Microsoft 365, and networking tools, reducing repeat support requests by 30%.
  • Documented 100% of support interactions in the case management system, enabling smooth handoffs and future troubleshooting.
  • Managed support requests through ticketing platforms such as Zendesk and ServiceNow, consistently closing tickets within SLA targets (90%+ on-time resolution rate).

Remote Customer Service Representative

Akkodis / Bank of New York Mellon
11.2023 - 02.2024
  • Assisted over 30 clients a day with Mutual Fund accounts, providing accurate information and guidance on transactions.
  • Managed customer inquiries, complaints, and service requests in a fast-paced environment, ensuring timely resolution.
  • Collaborated with customers and management to handle mutual fund transactions and maintain trust.
  • Communicated professionally to resolve concerns and conflicts, enhancing customer satisfaction and loyalty.
  • Actively listened to customer needs, delivering prompt and accurate solutions to improve service.
  • Supported team members with complex issues, demonstrating strong problem-solving and interpersonal skills.

Bank Teller/Service Ambassador

Standard Chartered Bank, Ghana
05.2010 - 10.2019
  • Delivered prompt walk-in services to 80+ clients daily, efficiently addressing a range of personal and business banking needs.
  • Performed daily cash reconciliations for amounts exceeding $50,000, ensuring 100% accuracy and compliance with branch cash control policies.
  • Monitored and flagged suspicious transactions, contributing to the early detection of 5+ potential fraud cases per quarter
  • Collaborated with the operations team to investigate and resolve irregular account activities, reducing customer risk exposure by 20%.
  • Resolved client complaints with professionalism and empathy, contributing to a 25% improvement in customer satisfaction scores.

Education

Bachelor of Science - Marketing

Methodist University College Ghana
Accra, Ghana
06.2016

Skills

  • IT troubleshooting
  • Technical issue analysis
  • Network administration
  • Application support
  • Project implementation
  • Cybersecurity expertise

Timeline

IT Specialist

Tuerk House Inc.
05.2024 - Current

Remote Customer Service Representative

Akkodis / Bank of New York Mellon
11.2023 - 02.2024

Technical Support Representative

CosmoPortals
07.2023 - 05.2024

Bank Teller/Service Ambassador

Standard Chartered Bank, Ghana
05.2010 - 10.2019

Bachelor of Science - Marketing

Methodist University College Ghana

Certification

CompTIA Security+ Certification - 2025

CompTIA Network+ Certification - 2025


Work Availability

monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Work Preference

Work Type

Full TimePart TimeGig Work

Work Location

Remote

References

Joshua Gyimah  Yaw Appiah

IT Director, Tuerk House  

Email: Jgyimah@tuerkhouse.org

Tel: (862) 235 3231 

Yaw Appiah

CEO, CosmoPortals Technology Solutions LL

Tel: (240) 344 7766

Email: yappiah@cosmoportals.com

Kwadwo Baffour-Asare

Program Manager, CRJ 

Tel: (857) 425 9041

Email: jbaffour-asare@crj.org

Lakshami Narayan Mishra

Sr. Resource Development Manager, Akkodis

Tel: (610) 538 3616

Email: lakshami.mishra@akkodisgroup.com

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