Michael Agyemang-Prempeh

Experienced IT Support Specialist providing global Level 2/3 support across hybrid environments. Skilled in Microsoft Intune, Exchange, and Entra ID for secure identity and device management. Proven track record in leading IT projects, including Intune migrations and Confluence consolidation, while ensuring system reliability through proactive monitoring and compliance reporting. Strong in overseeing full Device Lifecycle Management and enhancing user productivity through efficient IT operations.

Rendering Data Center Operations support to SAP and their global clientele. Monitoring and upgrading equipment to guarantee smooth service delivery namely network configuration and troubleshooting, hardware troubleshooting, diagnosis, incident management, break-fix, change management and RCAs.

Offering Data Center Operations support to Amazon Web Services (AWS) by monitoring and upgrading equipment to guarantee smooth service delivery including troubleshooting, hardware diagnosis, incident management, break-fix, change management and RCAs. Running pertinent commands and tests to detect and resolve failures. Moreover maintaining an up-to-date inventory of all parts physically and logically replaced or decommissioned.

Mounting and installation of racks, servers, switches, and cabling ensuring they are tidy and well-labeled. Thorough reporting on the progress of each phase.

Delivering first-class technical and customer support in Sports data and Digital content to a global clientele such as 188Bet, Bet365, Facebook, Google, Livescore, Paddy Power, Tipbet, Twitter, William Hill, Yahoo to name a few. My responsibilities included escalation, tracking, monitoring progress, coordinating with 10 departments and guiding clients through a series of actions to accurately and timely resolve all technical issues while updating all affected parties in a professional and warm manner.

• Guaranteed efficient and effective ITSM processes; Change Management, Incident Management, Problem Management, Root Cause Analysis, and Access Management are adhered to within the ITIL framework. • Ensured service outage reporting and validation were unambiguous, timely and actions were identified via RCA within the committed timescales (SLAs and KPIs). • As the Team Lead, trained new staff and certified the recovery of tickets not precisely assigned plus the apt resolution and closure of incidents.

• Managed 100,000 litres of Diesel monthly, guaranteed reconciliation, prepared the schedule for refuelling and efficiently accounted for every litre. • Monitored the consumption patterns of each generator, red-flagged and thoroughly investigated any anomalies. • Computed data analysis of Engine Run and Fuel levels of all generators facilitating Preventative Maintenance projections. • As the Team Lead, served as the main channel of communication between Management and the Fuel team.