Dorpe Edem

Professional Summary Dorpe Edem Kofi IT SUPPORT OFFICER, IT TECHNICIAN, IT ADMINISTRATOR. Professional Summary WBM ZION SHS Box 14 Old - Tafo Akim Eastern Region Ashaiman , Ghana I am an experienced IT professional with over 6 years in technical support, system uptime maintenance, and project management. Key achievements include a 95% first-call resolution rate, a 25% reduction in support tickets, and consistent 98% uptime for systems and networks. Implemented an asset management system that decreased equipment downtime by 30% and successfully completed projects with a flawless 100% on-time delivery record. Holds an MBA in Project and IT Management, with expertise in project planning, execution, and delivery. Proven problem solver with excellent communication skills. Employment History Information Technology System Administrator( Hybrid) , happy home academy school, Ashaiman, Greater Accra Region, Ghana - 06/2024 - - Technical Assistance and Troubleshooting D AT E O F B I R T H - Provide technical support to end-users, resolving hardware, software, and network issues. 13/11/1987 - Diagnose and troubleshoot problems with computers, printers, servers, and other IT equipment. Links https://www.linkedin.com/in/dorpe-edem-79803a172 - Assist with software installations, updates, and configurations. System Maintenance - Monitor and maintain IT systems to ensure they are running smoothly. Skills Oracle Database - Perform regular updates, patches, and backups to prevent data loss and ensure system security. - Manage user accounts, permissions, and access controls. Systems Management Network Support Data Interpretation - Monitor network performance and troubleshoot connectivity issues. Customer Interaction - Set up and configure routers, switches, firewalls, and other network devices. Office Equipment - Ensure network security by implementing and managing firewalls, VPNs, and intrusion detection systems. General Administration Hardware and Software Management Software Installation - Install, configure, and maintain hardware such as desktops, laptops, servers, and peripherals. SQL Server Reporting Services (SSRS) - Manage software licenses and ensure compliance with organizational policies. System Administration - Coordinate with vendors for hardware repairs and replacements. Backup & Recovery Systems User Training and Support Learning Management Systems Ticketing Systems Office Administration HubSpot - Train employees on how to use hardware, software, and IT systems effectively. - Create and update user guides, FAQs, and documentation for common issues. - Provide ongoing support to users, answering questions and resolving issues promptly. . CRMs Online Marketing Computer Hardware Troubleshooting Computer Literacy Information Technology Specialist, B5 Plus Group, Tema, Greater Accra Region, Ghana 04/2023 - 05/2024 Remote Support - Provide remote assistance to users who are not on-site, using remote desktop tools. - Troubleshoot and resolve issues for remote workers or branch offices. Online Support Documentation and Reporting Enterprise Resource Planning (ERP) - Document all support requests, resolutions, and maintenance activities. Windows Server - Generate reports on system performance, support metrics, and incident trends. Project Management Customer Service Customer Support - Provide excellent customer service by being responsive, patient, and understanding when dealing with user issues. Database Administration - Follow up with users to ensure their issues have been resolved satisfactorily. Online Data Entry MySQL Data Analysis Graphic Design Software Development Social Media Marketing Network Troubleshooting Collaboration and Communication - Work closely with other IT team members and departments to ensure seamless IT operations. - Communicate effectively with non-technical users to explain complex issues in simple terms. Information Technology Support Officer, Slimsoft Technology, Tema community one 02/2020 - 03/2023 Inventory Management - Maintain an inventory of IT assets, including hardware, software, and licenses. Communication Skills - Track the lifecycle of IT equipment and plan for upgrades or replacements. Critical thinking and problem solving Project Support Microsoft Office Suite Effective Time Managment - Assist with IT projects, such as system upgrades, migrations, and deployments. - Collaborate with other IT team members to implement new technologies and solutions. - Maintain an inventory of IT assets, including hardware, software, and licenses. - Track the lifecycle of IT equipment and plan for upgrades or replacements Assistant Librarian, University of Health and Allied Sciences, Ho Municipal, Volta, Ghana 08/2018 - 09/2019 Sort and re-shelve returned books periodical and other materials. -Maintain computer databases used to locate library materials. -Answer patrons question and help them find library resources. -Troubleshooting network systems. -solving technical application related problems ICT teacher, Dorfor Senior High Secondary school, Juapong 09/2017 - 05/2018 Managing IT systems (MIS) and hardware . -Managing LMS system (ibox) -Using classroom management system (Lanschool) to manage students . Data Entry Specialist,graphic designer, data analysis, Geof multimedia, Tema 07/2012 - 09/2014 Printing of document . -Entry of data into computer . - Data analysis using excel. -Dispatching of document . -Filling of document. Education Master of Business Administration - MBA, DPU - Institute of Distance learning 01/2021 - 01/2023 BSc ICT Education, University of education, winneba 01/2014 - 01/2018 General Art, Dorfor senior high school 01/2006 - 01/2009 Visual Arts, Awudome secondary school 01/2004 - 01/2006 Basic education Certificate, Juapong Methodist junior high school 01/2001 - 01/2004 Internships ICT Teacher , Adaklu Senior High school 06/2017 - 08/2017 Teaching ICT for form one and two, -coordinating prep Quality Control Manager , Castle Gate Estates Development 08/2023 - 01/2024 - Conduct site inspections to monitor progress and identify defects. -Coordinate with project managers, architects, and engineers to resolve quality issues. -Collaborate with suppliers and subcontractors to ensure quality materials and workmanship. -Conduct audits and assessments to ensure compliance with quality standards. References Mr's Hawa Osman from University Of Health and Allied Sciences-| - ARO, Diana yetsa Dzamesi from Ghana Revenue Authority's (GRA) Computerized Examination and Processing System.-| -