Lawrence Obeng Luann Stevens Email & Phone Number

Farnham, Gb

Chertsey, England, United Kingdom

Guildford, England, United Kingdom

1. Managed IT hardware provisioning and software solutions distribution, achieving 99% patchcompliance and reducing deployment time by 50% through zero touch OS distribution usingIntune/Autopilot and Jamf Pro PreStage enrolments.2. Spearheaded PC repairs and implemented company security policies, established networkprinter connections, deployed cloud services, and enhanced network reliability and efficiency,saving 15 hours per week in maintenance tasks.3. Engineered seamless user management processes for 1000+ users across Google Workspaceand Microsoft Exchange, effectively streamlined access control, reduced onboarding time by40%, and enhanced data security measures.4. Analysed and prioritised technical issues reported by internal staff, resulting in a 15%reduction in escalations to higher support tiers and improved overall team efficiency.5. Spearheaded the transition and management of 300 windows devices to Microsoft Azure/Entraendpoint manager, enhanced device monitoring capabilities and reduced response time fortroubleshooting technical issues by 30%.6. Resolved client's queries within services level agreements, escalated high-priority issues toline management, completed regular tasks in line with service desk procedures and developedpolicy document.

Greater Accra, Ghana

1. Managed IT project activities, expedited stakeholder communication, organised projectdocumentation, monitored project status, and upheld project timelines and financialparameters, ensuring successful project outcomes and exceeding stakeholder expectations.2. Troubleshoot problems associated with windows machines, mac machines, laptops, operatingsystems(Windows 10/11, Mac OS, and Linux OS), and network connectivity (Routers,Switches, Access Points, LAN/WAN, TCP/IP, Firewalls and VLAN), and conductinghardware replacement.3. Directed the implementation and continuous improvement of the agency's website and ERPsystem, resulting in a 30% increase in online transactions and a 25% reduction in manual dataentry errors.4. Orchestrated the seamless Microsoft server administration, configuration, and maintenance ofcomputer systems, network infrastructure, and Offices 365, encompassing user management,collaboration tools, security settings, and optimised workflows resulting in a 25% reduction inonboarding time for new employees.5. Maintained a robust ticketing system to manage customer inquiries from multiple channels,increased ticket resolution rate by 35% and decreased backlog by 50% within 6 months.6. Enhanced operational efficiency by providing remote user support, troubleshooting IT systems, enterprise anti-virus solutions, and managing helpdesk ticketing systems for 400+employees, resulting in a 25% decrease in ticket resolution time.7. Responsible for the full setup of the Agency's local network and server infrastructure solution and maintenance, ie, configuring routers, access points, switches, Microsoft server 2012 R2 and printer server.

Greater Accra, Ghana

1. Coordinated comprehensive support for on-premises Active Directory, skilfully constructingand configuring physical and virtual machines in alignment with established operatingprocedures.2. Led ITIL-aligned task management, administration, and change control managementinitiatives, optimised processes, and workflows, resulting in a 25% reduction in incidentresponse time and improved operational efficiency.3. Resolved assigned tickets within SLA timeframes and monitored helpdesk software for newsupport requests.4. Provided technical support, and local remote desktop support for Windows 7 to 10, and Macmachines.5. Responsible for 2nd line queue, technical escalations and resolving issues within agreed SLAs,whilst providing great customer service skills, and ability to create and maintain relationshipswith users.

Great Accra