Dag-Emmanuel Ankrah
I am an adaptable, customer-focused technical support professional with a passion for using technology to empower people to do their best work.
About
I am an adaptable, customer-focused technical support professional with a passion for using technology to empower people to do their best work. Over the past 2+ years, I have provided end-user, desktop, and application support in fast-paced enterprise environments, diagnosing hardware, software, and network issues across Windows and macOS, and managing IT assets to ensure smooth day-to-day operations.
I have a master’s degree in information security and privacy to strengthen the security of technology operations. I enjoy documenting procedures, sharing knowledge with colleagues, and contributing to team success by delivering clear, approachable solutions that improve incident response and user experience.
- 4 years' experience
- Joined December 2025
Languages
- EnglishFluent
- TwiFluent
Industry experience
- Software & Internet
- Professional Services
- Education
Work experience
Delivered on-site and remote technical support to over 200 users, achieving a 95% first-contact resolution rate and high user satisfaction. Diagnosed and resolved hardware, OS, and application issues across Windows and macOS, reducing incident turnaround time by 30%. Managed IT asset lifecycle from acquisition to disposal, maintaining accurate tracking of laptops, peripherals, and network devices. Provided ServiceNow ticket management, prioritizing incidents per SLAs and escalating critical issues to appropriate teams. Supported AV setups, Teams Rooms, and hybrid event configurations to ensure seamless business meetings and conferences. Delivered white-glove support to senior staff and executives during on-site and off-site engagements. Documented technical procedures and created end-user guides to improve knowledge sharing and reduce repeat tickets by 20%.
Tested 200+ software features and bug fixes to ensure reliability, performance, and release readiness. Conducted functional, integration, and regression testing for web and enterprise systems, validating system performance post-deployments. Supported cross-functional teams in diagnosing post-deployment issues, validating root causes, and ensuring minimal business disruption. Managed bug tracking through Jira and collaborated with developers for 95% issue-resolution efficiency. Validated system performance across SQL databases and API endpoints, ensuring 95% uptime reliability.
Education
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