08/20/2026 updated
100 % available
IT Support Specialist
Accra, Ghana
Worldwide
Bachelor of Education (B.Ed) in Computer ScienceAbout me
I help businesses keep their IT running smoothly, from deskside troubleshooting to PC deployment and imaging. Banking sector experience, Google IT Support certified, and available for short- or long-term projects with fast turnaround.
Active DirectoryTechnical SupportMicrosoft AzureLinuxDesktop SupportDomain Name System (DNS)Help DeskInformation Technology OperationsIT Service ManagementPython (Programming Language)LibreofficeLinux SupportMicrosoft Certified Desktop Support TechnicianMicrosoft ServersMicrosoft Softwares
Service Desk Ticket Troubleshooting & Resolution
Troubleshooting and resolving service desk tickets for hardware and software issues across multiple departments, working within agreed SLA timelines. Updating and closing support tickets in ServiceDesk Plus with detailed, accurate records of all work performed.
Remote & On-Site IT Support
Provision of remote desktop support for PCs and peripherals across branch and head office locations in a networked Microsoft environment. Assistance with the installation, configuration, and removal of software, PCs, and peripheral devices across branches.
PC Configuration, Deployment & Re-imaging
Setup and deployment of workstations for new staff, including OS installation, software configuration, and user profile setup. Re-imaging and rebuilding machines affected by system corruption, malware, or hardware upgrades.
Microsoft Office Suite & Microsoft 365
Support of staff with Microsoft 365 applications, including Outlook, Teams, Word, Excel, and SharePoint. Proficient use of the full Microsoft Office Suite in a professional environment.
SLA-Driven Incident Management & Escalation
Escalation of unresolved issues to the appropriate teams within established SLA frameworks, ensuring timely resolution and minimal business disruption. Follow-up with end users after incident resolution to confirm satisfactory outcomes and prevent recurrence.
Basic Computer Networking
Performance of basic network troubleshooting, including diagnosing IP configuration issues and connectivity failures. Knowledge of TCP/IP, DNS, DHCP troubleshooting, and LAN/WAN basics.
Operating Systems
Proficient use of Windows 10/11, with basic knowledge of macOS and Linux operating systems.
Hardware Support
Desktop and laptop repair, printer and peripheral setup, PC re-imaging, and deployment across multiple branch locations.
Python Programming
Basic Python programming skills, including development of an Android application for interactive learning and building a task automation assistant leveraging APIs and Python scripting.
Support Tools
Practical experience with ServiceDesk Plus, Remote Desktop, Quick Assist, Google Workspace, and Windows Remote Assistance for efficient IT support delivery.
Experience
Professional experience0 - 5 years
Freelancer since2024
Languages
EnglishFluent
Project history
Troubleshooting and resolving service desk tickets for software and hardware issues across multiple departments within agreed SLA timelines. Providing remote desktop support for PCs and peripherals across branch and head office locations. Escalating unresolved issues, following up with end users, updating tickets in ServiceDesk Plus, assisting with software and hardware installation, deploying workstations for new staff, re-imaging machines, supporting Microsoft 365 applications, and performing basic network troubleshooting.
Developed an Android application called EasyPy Mobile App to teach Python programming through interactive learning modules and a user-friendly interface.
Built an AI Personal Assistant using Python, leveraging APIs and Python scripting to improve personal productivity workflows through task automation.