PAUL KWAKU ANYIMADU-GYASI
Millburn
Summary
Detail-oriented IT Support Specialist with extensive experience in Desktop/ Deskside support. Troubleshoots highly technical, complex issues with ease and patience. Delivers Tier1, 2 and 3 support knowledge. Savvy expert experienced in troubleshooting computer hardware and software issues in customer-focused environments. Possesses comprehensive knowledge of standard operating systems, networking protocols and technical support procedures. Skilled in identifying and resolving complex technical problems.
Overview
17
17
years of professional experience
Work History
IT Support Technician
Multi-Concepts MMC
09.2019 - 07.2024
- Installed and configured over 500 workstations including laptops, desktops, Toughbooks and Surface Pro tablets, 15 copy machines and other printers, and Cisco VOIP phones for end-users
- Provided valuable technical support for up to 500 end-users for hardware and software issues by consulting with customers via phone, email, help-desk ticketing system and in person
- Provided remote desktop support for over 500 computers across several company locations
- Performed data migration, email configuration and network mapping for end-users at all company locations
- Performed daily/weekly preventative maintenance, including virus scans, checking and cleaning of workstations, printers, network equipment, and other peripherals
- Solved problems, resolved errors, and ensured customer satisfaction
- Installed and configured Kronos time clocks for use by workers at all company locations
- Demonstrated high quality, results-driven, prompt, and professional customer service and support to instill confidence in technical advice and directions
- Monitored and responded phone and e-mail requests for technical support
- Provided computer training to clients whenever new software or hardware was introduced
- Substantially increased security and performance of systems by initiating installation of new anti-virus software and critical operating system and other computer software updates.
- Trained end-users on best practices for system usage, increasing their productivity and confidence in utilizing technology tools.
- Employed remote support tools effectively for efficient troubleshooting of offsite issues.
- Collaborated with cross-functional teams to develop and implement IT solutions.
- Managed IT asset inventory efficiently, ensuring accurate tracking and timely replacement or upgrades as needed.
- Served as a reliable escalation point for complex technical issues requiring advanced expertise or collaboration with other departments within the organization.
- Participated in disaster recovery planning efforts, enabling quick restoration of critical services following unforeseen events.
- Reduced support tickets through proactive maintenance of hardware, software, and systems.
- Configured hardware, devices, and software to set up work stations for employees.
- Installed and configured operating systems and applications.
- Removed malware, ransomware, and other threats from laptops and desktop systems.
- Responded to customer inquiries and provided technical assistance over phone and in person.
- Created user accounts and assigned permissions.
- Monitored system performance to identify potential issues.
- Patched software and installed new versions to eliminate security problems and protect data.
Industry Consultant (Banking Software)
International Business Machines (IBM)
02.2015 - 09.2019
- L2 Support for Core Banking Software(ORACLE FLEXCUBE)- Check and Close the issues logged by client(Bank)
- End Of Day(EOD) Operations for FCUBS (Ghana and Malaysia), CWnet, Calypso & CMATIS
- User application support Optimized EOD processes delivering accurate reports via BO 4.2/Data Warehouse/Vision BI, enhancing operational efficiency and stakeholder communication
- Configure products and provided necessary patches, improving system performance and user satisfaction
- Support users in application use, fostering a collaborative environment and improving user experience.
IT Support Specialist
Fidelity Bank Ghana
01.2012 - 03.2015
- Troubleshoot and repair hardware and network connectivity issues such as problems with printers, scanners, phones and other equipment
- Install, configure, and maintain desktop computers, software, and peripheral equipment
- Perform system upgrades and updates to computers, hardware, and software
- Provide end-user support, including hands-on or remote assistance in computer setups, software operation, and maintenance
- Provide general training for applications and hardware
- Produce and maintain desktop standards knowledge base, operating procedures, guidelines, and system documentation
- Participate in incident handling concerning desktop changes, such as the rollout of new antivirus
- Contribute to endpoint security measures and mitigate security issues that affect business networks.
Project Lead(Web Applications Development)
Multi-Concepts MMC
09.2007 - 03.2015
Education
Post Graduate Program In Cloud Computing -
University of Texas At Austin
Austin, TX01.2025
Bachelor's Degree - Computer Science
Regent University College of Science and Technology
04.2010
Skills
- System Configuration
- End User Support
- Troubleshooting
- Updates and upgrades
- Training
- Incident handling
- Stakeholder Communication
- Installing and configuring
- User support
- Desktop support
- Ticketing system proficiency
- Active Directory Management
- Patch management
- Software Installation
- IT Budgeting
- Remote Support Capabilities
- Application support
- Printer Support
- Backup solutions
- Incident Management
- Hardware maintenance
- Asset Management
- User Training
- Data Recovery
- Mobile Device Management
- Scripting Languages
- ITIL Processes
- Software Licensing
- Operating Systems Expertise
- Cloud computing knowledge
- Uptime Management
- Group Policy management
- Remote Support
- Ticket management
- Product Troubleshooting
- Service support
- Technical Troubleshooting
- Windows 10
- Application installations
- User Support
- Hardware diagnostics
- Technical Support
- Microsoft Office Specialist (MOS) Expert
- Staff education and training
- Videoconferencing
- Attention to Detail
- Multitasking
- Software as a Service (SaaS)
- Banking Technologies
- Strong Customer Service Orientation
- Issue Resolution
- Help Desk Support
- IT Applications Support
- Good Communication Skills
Timeline
IT Support Technician
Multi-Concepts MMC
09.2019 - 07.2024
Industry Consultant (Banking Software)
International Business Machines (IBM)
02.2015 - 09.2019
IT Support Specialist
Fidelity Bank Ghana
01.2012 - 03.2015
Project Lead(Web Applications Development)
Multi-Concepts MMC
09.2007 - 03.2015
Post Graduate Program In Cloud Computing -
University of Texas At Austin
Bachelor's Degree - Computer Science
Regent University College of Science and Technology
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