Summary
Overview
Work History
Education
Skills
Accomplishments
Affiliations
Certification
Interests
Work Preference
Timeline
Generic
Open To Work

Robert Kwayisi

Owings Mills,MD

Summary

Strong leader and problem-solver dedicated to streamlining operations to decrease costs and promote organizational efficiency. Uses independent decision-making skills and sound judgment to positively impact company success.

Overview

23
23
years of professional experience
1
1
Certification

Work History

Desktop Support Engineer

Tata Consultancy Services Limited
11.2022 - 12.2024
  • Managed over 100 support to user's
  • Installed new or upgraded hardware and software and coordinated installation and follow-up with user to achieve customer satisfaction.
  • Improved help desk ticket resolution times through diligent prioritization of requests based on urgency level.
  • Supported remote employees by setting up secure VPN access points that enabled them to work efficiently from offsite locations.
  • Led cross-functional teams to deliver innovative IT solutions aligned with client objectives.
  • Developed and implemented strategic initiatives that enhanced operational efficiency and client satisfaction.
  • Oversaw project management lifecycle, ensuring adherence to timelines and quality standards.
  • Improved stakeholder satisfaction with regular communication and updates on project progress and outcomes.
  • Configured hardware, devices, and software to set up work stations for employees.

Customer Engineer II

National Cash Register (NCR) Corporation
01.2019 - 12.2021
  • Managed over 30 US banks ATM and 50 grocery outlets Point of sales systems.
  • Diagnosed and resolved technical issues with point-of-sale systems to enhance customer satisfaction.
  • Implemented software updates and system upgrades to improve operational efficiency and security.
  • Trained clients on system functionalities, ensuring effective use of NCR solutions in daily operations.
  • Collaborated with cross-functional teams to streamline service processes and reduce response times.
  • Conducted regular maintenance checks on hardware components, ensuring optimal performance and longevity.
  • Led troubleshooting initiatives for complex customer issues, improving resolution rates and client relationships.
  • Elevated overall client satisfaction scores via consistently delivering prompt resolutions while maintaining an empathetic approach.
  • Reduced equipment downtime by conducting proactive diagnostics tests that helped identify potential problems before they became critical issues.
  • Served as a liaison between clients and internal teams for escalated issues, facilitating satisfactory resolutions for all parties involved.
  • Delivered exceptionally high level of professionalism and support to each customer, upholding company's commitment to service.

Information Technology Manager (IT Manager)

Hitti Group
01.2002 - 01.2007


  • Managed over 50 users.
  • Led IT infrastructure projects to enhance system performance and reliability.
  • Implemented cybersecurity measures to protect sensitive data and reduce vulnerabilities.
  • Developed strategic technology roadmaps aligning IT initiatives with business objectives.
  • Managed vendor relationships to optimize software procurement and service delivery.
  • Analyzed emerging technologies to recommend solutions that drive innovation within the organization.
  • Streamlined helpdesk operations, reducing response times and increasing end-user satisfaction levels.
  • Managed large-scale IT projects, ensuring on-time completion within budget constraints.
  • Trained staff on new software applications and hardware installations, boosting productivity across departments.
  • Managed and reduced IT spending to support budgeting processes and TCO modeling procedures.
  • Optimized IT operations by eliminating redundancies and automating routine tasks.
  • Reduced downtime by proactively addressing potential issues through regular system maintenance.

Education

Associate of Applied Science - Systems Analysis and Design, Software Methodology, Computer Systems for Small Businesses

West London College UK
Oxford Street, London, W.1.
01-1996

Associate of Applied Science - Computer Fundamentals, Computer Programming & Operating, Programming Problems: Analysis & Solution

West London College UK
Oxford Street, London, W1
09-1995

Bachelor of Science - Computer Programming

West Africa Computer Science Institute Ghana
Accra Ghana
07-1993

Skills

  • System maintenance
  • Remote technical support
  • Hardware and software configuration
  • TCP/IP
  • Troubleshooting and diagnosis
  • IT security management
  • Software installation
  • Technical support expertise
  • Virus and malware removal
  • Service desk team management
  • File management software

Accomplishments

  • Collaborated with team of 10 in the development of New Office building.
  • Resolved product issue through consumer testing.

Affiliations

  • Association of Information Technology Professionals
  • Rotary International

Certification

01/2000 SGS Ghana Limited: Certificate (ISO 9001: 2000 Requirements) 2002

Interests

  • Web Development and Design
  • Coding and Programming
  • Drone Piloting
  • App Development
  • 3D Printing
  • Electronics and Circuit Building
  • Artificial Intelligence (AI) and Machine Learning
  • Design and Build Websites

Work Preference

Job Search Status

Open to work

Work Type

Full Time

Location Preference

On-SiteRemoteHybrid

Salary Range

$70000/yr - $200000/yr

Timeline

Desktop Support Engineer

Tata Consultancy Services Limited
11.2022 - 12.2024

Customer Engineer II

National Cash Register (NCR) Corporation
01.2019 - 12.2021

Information Technology Manager (IT Manager)

Hitti Group
01.2002 - 01.2007

Associate of Applied Science - Systems Analysis and Design, Software Methodology, Computer Systems for Small Businesses

West London College UK

Associate of Applied Science - Computer Fundamentals, Computer Programming & Operating, Programming Problems: Analysis & Solution

West London College UK

Bachelor of Science - Computer Programming

West Africa Computer Science Institute Ghana

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