Jehoshaphat - IT Support Engineer, Level 2

Demonstrated experience with IT Support.

Demonstrated experience with Cyber Security Management.

Demonstrated experience with ITIL.

Demonstrated experience with Microsoft Intune Endpoint Management.

Demonstrated experience with Data Privacy.

Maintained 99.9% operational uptime for mission-critical production floor hardware including specialized DLOG terminals, BVIS systems, and logistics scanners.. Conducted weekly proactive plant-walks during non-production hours and weekends to service infrastructure and pre-emptively replace faulty hardware.. Provisioned and configured over 150+ industrial scanners and specialized desktop systems, directly minimizing bottlenecks on the active assembly line.. Coordinates with third-party vendors, including HP and onsite mobile network providers, ensuring hardware faults are resolved within aggressive 2-hour SLA targets.. Spearheaded a multi-phase OS rollover project, successfully deploying Windows, macOS/iOS, and Linux configurations to over 1,200+ laptops, tablets, and smartphones.. Automated application delivery and system auto-logins across the plant network using SCCM, slicing manual setup times by 40%.. Managed secure mobile asset ecosystems via Mobile Device Management (MDM) software, overseeing remote provisioning, SIM card tracking, and device security patches.. Provisioned digital workplace essentials, including Teams telephony routing, legacy Skype IDs, and desk phone hardware setups across corporate office zones.. Executed physical and logical network patching on Network Service Interfaces (NSIs) by mapping exact client MAC addresses to active service tickets.. Installed and optimized enterprise networking hardware, including localized switches, routers, and wireless Access Points (APs) across industrial plant zones.. Enforced strict plant network security protocols by continuously monitoring active firewalls, VPN accesses, and localized Active Directory user permissions.. Supported executive operations by managing AV configurations, remote connectivity, and hardware diagnostic checks for 20+ corporate meeting rooms.. Analysed recurring incident patterns using diagnostic utilities to address root causes, successfully lowering weekly recurring ticket volumes by 30%.. Served as the highest-level onsite escalation interface between end-users and tier-3 service providers, managing high-priority corporate complaints with maximum professionalism.. Upskilled a team of 5+ junior service desk colleagues by providing specialist technical guidance, troubleshooting advice, and system training.. Designed and hosted interactive IT literacy workshops and user training sessions, reducing basic user-error tickets by 20%.

Processed and uploaded over 1000+ patient vaccination records into the central NHS system with a 100% accuracy rate to ensure flawless medical histories.. Maintained strict compliance with Caldicott Principles and data protection regulations, safeguarding highly sensitive patient records and confidentiality without a single breach.. Audited incoming immunisation data to flag inconsistencies, reducing administrative discrepancies and keeping patient health files accurate.. Provided immediate on-site IT support for clinic workstations, keeping system availability high during critical patient processing hours.. Guided non-technical medical and administrative staff on software updates and secure data logging, improving general digital literacy and reducing user errors.

Partnered with senior executives and IT leadership to define global best practices, optimized workflows, and strategic tech objectives, successfully managing an annual IT project budget of £250k+.. Spearheaded the lifecycle governance of major infrastructure projects, directing precise timelines for system updates, cloud migrations, and scheduled outages with zero unplanned downtime.. Directed cross-functional technical teams, aligning localized IT deliverables with overarching corporate compliance frameworks and corporate business strategies.. Orchestrated comprehensive periodic IT system audits, systematically identifying infrastructure vulnerabilities and reinforcing disaster recovery (DR) protocols to guarantee 100% business continuity.. Collaborated directly with corporate Network Infrastructure teams and external IS providers to fortify perimeter defences, proactively resolving critical network threats and bottlenecks.. Managed lifecycle assets and security policies across enterprise-level networks, ensuring total resilience across both corporate offices and industrial production floor networks.. Governed high-priority incident management pipelines through enterprise ITIL platforms, ensuring complex manufacturing and operational issues were resolved within strict SLA windows.. Authored technical Root Cause Analysis (RCA) reports, presenting comprehensive failure investigations and permanent remediation roadmaps to executive stakeholders and corporate clients.. Leveraged incident analytics to reconstruct support ticket workflows, driving down recurring technical service incidents by 25%.

Orchestrated the large-scale cloud migration of 1,000+ endpoints from on-premises Active Directory to Microsoft Intune Endpoint Management.. Administered a diverse enterprise fleet of Windows and ChromeOS devices using Microsoft Company Portal, MDM, and Endpoint Privilege Management (EPM).. Managed identity and access management (IAM) workflows across Google Workspace, Okta, and Citrix, enforcing strict Single Sign-On (SSO) and Multi-Factor Authentication (MFA) protocols.. Collaborated with the IT Security team to mitigate system vulnerabilities, defend against malicious network activities, and ensure total endpoint compliance.. Identified a critical manufacturing defect in 100+ newly procured supplier machines, diagnosing the root cause of frequent hard disk crashes.. Spearheaded a proactive component swap to a stable hardware brand, eliminating data loss and delivering a measurable boost to site productivity.. Served as a core technical member of the IT Project Team, contributing to the planning, testing, and deployment phases of all site-wide IT initiatives.. Maintained 100% asset tracking accuracy for all corporate machines, phones, and hardware by implementing a barcode-driven inventory control system.. Liaised directly with external IS providers and internal Network Infrastructure teams to isolate, troubleshoot, and resolve complex perimeter network issues.. Utilised enterprise ITIL platforms to track, manage, and deliver high-tier technical services within agreed operational SLAs.. Oversaw lifecycle hardware support, managing routine updates, preventative maintenance, and physical security installations like desk cable locks.

Governed Identity and Access Management (IAM) workflows, managing monthly account extensions, secure profile provisioning, and automated password resets for enterprise users.. Spearheaded the deployment of Multi-Factor Authentication (MFA) protocols site-wide, substantially reducing unauthorized access risks and safeguarding corporate data.. Inspected software and applications for potential security risks, identifying vulnerabilities and implementing swift remediation paths to protect endpoint integrity.. Automated application delivery and crucial device driver updates across the user fleet utilizing SCCM deployment packages.. Executed comprehensive computer system upgrades, hardware refreshes, and software migrations to ensure optimal device performance and corporate compliance.. Delivered immediate technical assistance via remote desktop connection tools, resolving complex endpoint software glitches with minimal user disruption.. Utilised the ServiceNow ITIL platform to track, manage, and log technical service requests, consistently maintaining a high first-contact resolution (FCR) rate.. Conducted tailored one-on-one user training sessions and group walkthroughs, boosting internal IT literacy and reducing basic support tickets by 15%.. Collaborated with cross-functional technical teams to identify systemic software performance issues, elevating general workplace productivity.

Value Added Tax Processing. Generation of Management Report. Printing of Value Added Tax Certificate. Maintenance/Repairs of Computer Systems. Building of Database for Staff of the various branches in Ashanti Region