1st & 2nd Level Technician — Hitachi Energy
Employee onboarding and offboarding, hardware and account preparation, ServiceNow ticket workflows, device imaging, secure data wiping, and resolution of internal software and hardware incidents.
Selected IT Experience
Rollout Technician / Lead Technician — Passion Group
Multi-site hardware rollouts, technical support during system migrations, coordination of rollout activities, and lead-technician responsibility.
Technical Capabilities
User & Service Support
1st/2nd-level support, incident handling, ticket documentation, user communication, onboarding and offboarding.
Workplace Technology
Windows 10/11, Microsoft 365, hardware preparation, device imaging, rollouts and secure data wiping.
Systems & Networking
Linux fundamentals, TCP/IP, DNS, DHCP, VPN and structured technical troubleshooting.
Engineering Tools
PowerShell, Git, GitHub, Docker, Python, FastAPI and reproducible technical documentation.
Technical Projects
IT Support Operations Toolkit
A practical support toolkit with read-only Windows health diagnostics, DNS and TCP-path testing, incident-triage and onboarding/offboarding runbooks, structured ticket notes and automated PowerShell syntax validation.
Confidence-Aware Visual Inspection
A six-class steel-surface image-classification project built with PyTorch and exposed through FastAPI. The work demonstrates API health checks, request IDs, inference-time reporting, Docker packaging, reproducible configuration and structured documentation.
Microsoft 365 Identity Lab
Identity lifecycle, Conditional Access and Intune administration design with safe PowerShell change planning.
Active Directory & Windows Server Lab
AD structure, GPO controls, domain troubleshooting and user provisioning with reviewable, safety-aware automation.
Service Desk SLA Analytics
Tested Python analysis for response and resolution SLA, first-contact resolution, satisfaction and breach review.
Endpoint Management & Patch Lab
Update-ring design, patch compliance, local Windows evidence collection and controlled remediation workflows.
Small-Business IT Infrastructure
A secure 50-person company design covering identity, network segmentation, backup, recovery, assets and risk ownership.
Background
I hold a B.Sc. in Physics with a Computing major from KNUST and completed professional training in AI Engineering and Computer Vision. This combination gives me a practical support mindset and the technical depth to investigate problems methodically, communicate clearly and document solutions.