Summary
Overview
Work History
Education
Skills
Core Strengths and Professional Qualities
Languages
Timeline
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THOMAS ANANE FRIMPONG

Machida-Shi

Summary

Technically skilled and customer-focused IT Support Specialist with over 7 years of hands-on experience in hardware repair, system diagnostics, user support, and network troubleshooting. Proficient in supporting Windows, Linux, and macOS environments, providing both remote and in-person technical assistance. Known for strong analytical skills, attention to detail, and a calm, solutions-oriented approach. Excels in high-pressure support roles with a commitment to resolving issues efficiently and delivering a great user experience.

Overview

11
11
years of professional experience

Work History

Freelance IT Support Consultant

06.2016 - Current
  • Delivered hardware/software support for Windows and macOS systems, including system resets, kernel panics, permissions repair, and disk utility diagnostics.
  • Installed and configured Windows 7–11, Ubuntu Linux, and macOS (Catalina through Ventura).
  • Troubleshot macOS-specific issues such as Time Machine backups, iCloud syncing, and device compatibility.
  • Resolved network issues including Wi-Fi dropouts, IP conflicts, router configuration, and LAN diagnostics.
  • Recovered user data from failing drives using disk cloning and recovery utilities.
  • Conducted virus/malware removal and implemented endpoint security tools across user devices.
  • Delivered excellent customer service through clear communication and proactive follow-up.
  • Documented support procedures and built how-to guides for common end-user issues.

Software Engineer / IT Support

Huawei Technologies
09.2014 - 07.2016
  • Provided Tier 1 and Tier 2 technical support to internal users for hardware, software, and network issues.
  • Managed user accounts in Active Directory and performed password resets and access rights management.
  • Deployed and maintained network equipment (Cisco/Huawei routers, switches) and resolved connectivity issues.
  • Installed and updated business-critical software; ensured compliance with patching protocols.
  • Supported internal tools and MySQL databases used for field operations and reporting.
  • Assisted with hardware refresh rollouts and software deployment projects.

Education

MSc - Software Engineering

Nanjing University of Information Science and Technology
01.2018

BSc - Computer Science and Art

University of Education, Winneba
01.2013

Skills

  • Operating Systems, Skills: Windows 7–11, Windows Server, Ubuntu Linux, macOS (Catalina–Ventura)
  • Hardware, Skills: Laptop/desktop diagnostics, SSD/HDD installs, component-level repairs
  • Networking, Skills: TCP/IP, DNS, DHCP, LAN/WAN setup, VPN setup, static IP assignment
  • Remote Support, Skills:TeamViewer, AnyDesk, RDP, SSH, Apple Remote Desktop
  • Support Tools, Skills: Jira, Freshdesk (familiar), ServiceNow (basic), IT ticket lifecycle
  • User Admin, Skills: Active Directory (basic), local account creation, access troubleshooting
  • Security, Skills: Antivirus setup, firewall rules, malware cleanup, encryption basics
  • Virtualization, Skills: VMware Workstation, VirtualBox
  • Software Support, Skills: Office 365, Google Workspace, Zoom, Outlook, macOS native apps, Software installation, Backup solutions, System configuration

Core Strengths and Professional Qualities

  • Excellent troubleshooting and diagnostic abilities
  • Strong written and verbal communication skills
  • Patient, customer-first attitude
  • Organized and able to multitask effectively
  • Proactive and adaptable in fast-paced environments
  • Quick learner with a keen interest in new technology
  • Strong attention to detail and documentation habits
  • Team-oriented with ability to work independently when needed
  • HARDWARE EXPERTISE
  • Repairs: Motherboard diagnostics, GPU/PSU replacement, soldering
  • Storage: HDD/SSD/NVMe installation, RAID 0/1 configurations
  • Preventive: Thermal paste application, dust mitigation, firmware updates
  • Tools: Oscilloscopes, multimeters, Apple Diagnostics, PC-Doctor

Languages

English
Bilingual or Proficient (C2)
Japanese
Elementary (A2)
Chinese (Mandarin)
Elementary (A2)

Timeline

Freelance IT Support Consultant

06.2016 - Current

Software Engineer / IT Support

Huawei Technologies
09.2014 - 07.2016

BSc - Computer Science and Art

University of Education, Winneba

MSc - Software Engineering

Nanjing University of Information Science and Technology

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THOMAS ANANE FRIMPONG