Dennis Ekow Arhin
Aberdeen
Summary
Experienced product analyst with over 5 years of experience in service delivery,excellent reputation for resolving problems and improving customer satisfaction. A proactive product specialist with advanced problem-solving skills and technical aptitudes. Effective at working independently and as a contributing member of a team. Talented in day-to-day product management and customer service. Dedicated product analyst professional with history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand.
Overview
5
5
years of professional experience
1
1
Certification
Work History
Senior Product Specialist
Pricewaterhousecoopers
Accra
07.2020 - Current
- Continually expanded knowledge of my product line.
- Supervised and mentored product development and design team members.
- Researched product's technical specifications and accurately communicated information
- Building trust with my stakeholders and team members by effectively managing deliverables and tasks within agreed time.
- Partner with Product Managers and clients to identify, document and evaluate product requirements and roadmaps
- Provided technical support to company staff, resolving varied issues across internal and external applications.
- Trained and provided coaching to junior team members.
- Assisted with demonstrations for product to showcase functionality.
- Managing scrum and scrum board
- Managed and prioritized workflow, allocating resources to support in delivering essential high priority features.
- 2nd Tier application support
- Maintain high levels of incident ownership through incident lifecycle to a satisfactory client resolution.
- Provide ongoing maintenance, system checks, security setup and support for managed clients.
- Assist on boarding new clients/products/solutions and acceptance into operational service
IT Service Desk Analyst
Pricewaterhousecoopers
Accra
10.2018 - 06.2020
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Submitted service tickets for equipment maintenance requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Documented support interactions for future reference.
- Assisted customers in identifying issues and explained solutions to restore service and functionality.
- Offered troubleshooting of connectivity issues across networks such as Wi-Fi, cellular cable network.
- Provided documentation on troubleshooting of technical processes to support desk staff.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Monitored systems in operation and quickly troubleshoot errors.
- Collaborated with supervisors to escalate and address customer inquiries or technical issues.
- Used ticketing systems to manage and process support actions and requests.
- Translated complex technical issues into digestible language for non-technical users.
IT Service Desk (National Service Person)
Pricewaterhousecoopers
08.2017 - 09.2018
- Maintained inventory records to track stock.
- Documented readings from equipment gauges.
- Updated software to safeguard against security flaws.
- Assigned system permissions and set up computers to assist with onboarding new employees
- Determined hardware and network system issues using proactive troubleshooting techniques.
- Provided Tier 1 IT support to non-technical internal users through desk side support services.
- Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
- Wrote and reviewed tickets to request maintenance to various types of equipment.
- Used ticketing systems to manage and process support actions and requests.
- Submitted service tickets for equipment maintenance requests.
- Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
- Configured hardware and granted system permissions to new employees.
Education
Master of Science - Digital Forensics & Cyber Security
GIMPA
Ghana12.2023
Bachelor of Science - Information Technology
GTUC
Ghana08.2019
Skills
- Professional Development
- Call centre experience
- Application installations
- Outstanding communicator
- Technical issues analysis
- Organizational Skills
- Agile delivery
- Troubleshooting proficiency
- Hardware diagnosis
- User Acceptance Testing (UAT)
- Application support
- Staff education and training
Certification
ITIL Foundation Certification (No expiry) 2021
Pen Testing (IT Masters (CSU))
Introduction to Threat hunting (Security Blue Team 2023)
Introduction to Network Analysis (Security Blue Team 2023)
Introduction to Vulnerability Management (Security Blue Team 2023)
Introduction to OSINT (Security Blue Team 2023)
Introduction to Dark Web Operations (Security Blue Team 2023)
Introduction to Digital Forensics (Security Blue Team 2023)
Timeline
Senior Product Specialist
Pricewaterhousecoopers
07.2020 - Current
IT Service Desk Analyst
Pricewaterhousecoopers
10.2018 - 06.2020
IT Service Desk (National Service Person)
Pricewaterhousecoopers
08.2017 - 09.2018
Master of Science - Digital Forensics & Cyber Security
GIMPA
Bachelor of Science - Information Technology
GTUC
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