Henry Dawson Amoah
Accra
Summary
Information Technology Support Specialist experienced in delivering reliable technical support and enhancing system performance. Achieved efficiency in troubleshooting hardware and software issues, managing network configurations, and providing user training through clear communication and strong organisational skills. Focused on building strong customer relationships and maintaining service quality across diverse environments.
Overview
1
1
Language
1
1
Certification
12
12
years of professional experience
Work History
Information Technology Support Specialist
DHL Express
11.2025 - 10.2026
- Resolved end-user hardware, software, and connectivity issues using service desk ticketing tools.
- Managed user accounts and permissions in Active Directory, enhancing network security and accessibility.
- Assisted customers in setting up new systems and applications, ensuring smooth integration and user readiness.
- Trained staff on the use of new technologies and software, enhancing team capabilities and improving workflow efficiency.
- Used support tickets to track and speed up incidents.
- Diagnosed printer, network, and VPN disruptions to restore user access quickly.
- Assisted remote users with password resets, account access, and basic application troubleshooting.
- Configured laptops, peripherals, and mobile devices for onboarding and replacement needs.
- Enhanced system performance by troubleshooting and resolving hardware, software, and network issues.
- Implemented new processes for IT ticket tracking and resolution, leading to increased user satisfaction and quicker response times.
- Monitored systems for potential threats and implemented countermeasures to ensure data security and protect user information.
- Configured and tested new software and hardware.
- Installed new hardware and software to meet system specifications and user needs.
Courier Contractor
DHL Express
01.2022 - 12.2025
- Delivered parcels and documents accurately across assigned routes while meeting daily service commitments.
- Expedited urgent deliveries by prioritizing tasks effectively under tight deadlines, without compromising quality or accuracy.
- Planned routes using traffic conditions and delivery priorities to improve on-time performance.
- Loaded, secured, and organized shipments to facilitate timely multi-stop delivery and pickup operations.
- Verified delivery information, signatures, and scan updates to ensure accurate record-keeping and shipment visibility.
- Communicated proactively with dispatch and customers to address delays and resolve delivery exceptions.
Direct Sales Representative
Embalink Telecom Services(MTN Authorized Dist.)
Takoradi, Ghana
05.2016 - 01.2021
- Sold and promoted company’s telecom products, services, and bundles to customers, achieving monthly and annual sales targets.
- Expanded customer base by acquiring new clients and identifying needs to effectively deliver tailored products.
- Utilised strong communication and time management skills to consistently meet and exceed sales targets.
- Delivered exceptional customer service, resolving queries and complaints swiftly to maintain high satisfaction levels.
- Resolved customer issues with patience and professionalism, turning potential negative experiences into positive outcomes.
- Maintained market and competitor awareness through regular research into activities, trends and progress.
- Facilitated training sessions for new sales staff, sharing best practices and enhancing team performance.
ICT Teacher
Hope Preparatory School
Koforidua, Ghana
07.2014 - 02.2016
- Integrated modern technology into teaching practices, significantly enhancing student learning outcomes.
- Implemented strategies to support students with special educational needs in accessing the ICT curriculum.
- Supported students ahead of exams by developing revision programmes and curating ICT resources to boost their preparedness.
- Organised classroom and learning resources to foster an engaging and productive teaching environment.
- Facilitated after-school computing clubs, encouraging students to explore their interest in technology further.
- Built student confidence through interactive teaching and conducting character-building exercises.
- Empowered students to take ownership of their own learning and academic development.
- Communicated student progress, improvements required and targets to parents.
Education
Master of Philosophy - Information Technology
Ghana Communication Technology University
Accra, Tesano01-2027
Bachelor of Science - Information Technology
Ghana Communication Technology University
Accra, Ghana11-2025
Skills
- Active Directory
- Help desk assistance
- Ticketing systems
- Application support
- Software installation
- Mobile device support
- Asset management
- Remote assistance
- User training
- Customer service skills
- Customer communication
- Teamwork
- Emotional resilience
Music
My music is root-centered, inspirational Gospel that blends [e.g., contemporary worship, Afro-Gospel, traditional praise] with a message of hope, faith, and renewal.
At its core, my musical mission is to create spiritually uplifting experiences that resonate deeply with listeners both inside and outside the church environment. When songwriting, I focus on delivering strong, scripture-grounded lyrics paired with engaging arrangements—ensuring the production quality meets professional industry standards.
In live settings, whether leading an intimate worship service, a large concert, or a corporate event, I aim for excellence, dynamic vocal control, and seamless collaboration with musicians and production crews. Ultimately, my goal is for every project and performance to communicate authenticity, build community, and leave a lasting positive impact."
Languages
English
Upper Intermediate
B2
Certification
- Certification in BSc Information Technology
Timeline
Information Technology Support Specialist
DHL Express
11.2025 - 10.2026
Courier Contractor
DHL Express
01.2022 - 12.2025
Direct Sales Representative
Embalink Telecom Services(MTN Authorized Dist.)
05.2016 - 01.2021
ICT Teacher
Hope Preparatory School
07.2014 - 02.2016
Master of Philosophy - Information Technology
Ghana Communication Technology University
Bachelor of Science - Information Technology
Ghana Communication Technology University