Collins Addai
IT Support Engineer Technician 3 @Barclays Corporate Banking
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WORK HISTORY
IT Support Engineer Technician 3 @Barclays Corporate Banking
Glasgow, GB
Delivered expert 2nd/3rd-line technical support for Windows 11 desktops, resolving complex issues involving hardware, software, networking, and drivers.•Acted as the first point of contact for end-user support queries, logging and resolving incidents using a ticketing system (Service Now).•Maintained high customer satisfaction by communicating solutions effectively and ensuring timely resolution.•Supported configuration and deployment of new Windows 11 features and patches, staying updated on the latest developments.•Successfully upgraded all computers and laptops across Scottish Power and its sub-branches to Windows 11, improving system security by over 50% and enhancing user experience with minimal operational disruption.•Collaborated with infrastructure teams to identify root causes of recurring incidents and recommend process improvements.•Documented all technical procedures and updates to enhance the team\'s knowledge base.•Managed time effectively in a high-volume, fast-paced support environment.Responsible for resolving technical issues assigned via ServiceNow, including incident management, troubleshooting, and timely resolution in line with SLAs.
EDUCATION
University of Stirling
MSC, Big Data
PECB
ISO 27001, Information Security
BlueCrest University College
Bachelor's degree, Information Technology
National Institute of Information Technology (NIIT) Ghana
Professional Deploma in Information Technology, System, Networking, and LAN/WAN Management/Manager
University of Stirling
Master's degree, Computer Science
ABOUT COLLINS ADDAI
IT Engineer / IT Support Specialist with hands-on experience in Windows Server…
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