Derek Nantwi
Application Analyst
London
Summary
Highly motivated and passionate individual with two decades of experience in the delivery of critical IT technical support to a diverse range of stakeholders. Utilises an analytical and attentive approach to meet specific user requirements. Exhibits exceptional communication skills and the ability to effectively collaborate with individuals across all levels of business. Proven in design and delivering bespoke applications and software solutions to improve overall user experience and efficiency. Adept in identifying root causes of issues and mitigating complex technical issues. Introduces creative new ideas to improve existing practices and processes. Maintains a consistently high-quality service under high-pressure and fast-paced situations. Always seeking to leverage latest technological developments.
Overview
31
31
years of professional experience
1
1
Certification
Work history
Business systems analyst
Croydon Council
2024.01 - 2026.04
- Project Managed system processes for the bespoke housing application whilst troubleshooting, implementing and updating procedures.
- Involved in the Oracle improvement programme, identifying and documented over 100 high priority defects during UAT phase.
- Automated using Azure Logic Apps the upload of payment control files, helping to reduce operational costs and enhance security.
- Supported interface processing of control/general ledger files for Oracle Cloud Fusion and Interface files, ensuring all payment/general ledger files were uploaded correctly onto the SFTP site whilst monitoring the progress of the files.
- Assisted with BAU queries relating to application processing for Infreemation FOI, EIR and SAR requests
- Performed rigorous system audits, ensuring compliance with regulatory standards and best practices in data security.
- Maintained up-to-date knowledge of industry trends to keep systems current and competitive.
- Liaised closely with stakeholders to clarify business requirements.
- Created intuitive user interfaces, improving user experience significantly.
- Translated complex technical jargon into understandable language for non-technical colleagues.
Application & Product Analyst
Betway Group
2019.01 - 2024.01
- Worked alongside the CRM management and development teams to implement the planning, delivery and tracking of large-scale internal projects for cross-collaboration across Betway.
- Project managed new organisational practices, such as restructuring user permission
- Managed Client productivity by devising short and long-term preventive measures for prompt resolution of critical operational issues.
- Cross-referenced departmental needs proceeding to spearhead the development of absent processes and applications.
- Gathered user requirements and expectations, conducted extensive data analysis, and managed the creation of new applications and software solutions to maximise customer experience.
- Monitored and ensured all applications remained fully functional across all betting/eSports platforms.
- Maintained both application and business workflow functionality using SQL Management Studio.
- Identified areas of improvement within team processes and recommended solutions to improve service offerings.
- Supported the technical development and growth of fellow colleagues through detailed mentoring and coaching
- Assigned members to various organisations/groups in Tableau alongside members of the Analytics team
- Assisted users with CRM queries relating to configuration, mailbox control, development of cases, profile customisation, and development of case creation.
- Handled incidents by using the Microsoft Azure platform to enhance customer
- Reduced licencing costs by developing automation within the Azure framework to disable inactive users.
Operational and Application Support Administrator
Demica
2011.01 - 2018.01
- Spearheaded extensive IT support to a diverse client base of 2000+ users compromising four in-house applications.
- Collaborated with product and technology teams to gather detailed understanding of business requirements and develop an enhanced Supply Chain Finance platform as aligned with market trends and product vision.
- Oversaw the maintenance and updating of JIRA tickets and documentation concerning pending and resolved issues.
- Utilised SQL to assess the generation of reports and potential need for manual creation where appropriate
- Maintained a numerical and methodical approach to resolve customer issues, while using Microsoft Excel to detail indifferences in credit notes to bill of exchange reports.
- Facilitated the smooth and seamless onboarding of new users, while ensuring accurate distribution of viewing rights.
- Enhanced wider employee and user understanding of software applications through the inception and distribution of detailed process and procedure
- Collected and analysed large sets of client data from numerous sources to gather appropriate user feedback
Support Consultant
Exact Software UK
2007.01 - 2011.01
- Provided attentive IT support across various regional and international customer sites, installation and setup, configuration, and end user training by utilising ERP systems, MS SQL, and IIS
- Handled telephone correspondence from a diverse range of customers, including controllers, financial, sales and purchasing staff, managing directors, consultants, and system administrators
- Rectified software queries and questions, as well as functional, technical and database-related problems through SQL scripting and maintenance
- Monitored and ensured continual adherence to outlined SLAs and customer service standards
- Tested and evaluated potential bugs, while delivering in-depth recommendations to Development teams
- Maintained and updated tickets and documentation concerning pending and resolved issues
Helpdesk Support
Rapid Media
2005.01 - 2007.01
- Delivered comprehensive IT helpdesk support for hundreds of external users daily
- Provided consultation and guidance to customers concerning the Electronic News Production System application
- Supported the comprehensive planning and roll-out of new company-wide applications and updates
- Operated in-house call logging systems, while changing tapes on the server for backups on an ad hoc basis
Junior Support
Connect IT
2002.01 - 2004.01
- Served as the primary point of contact for client correspondence through both email and telephone
- Adopted an observant approach with strict attention to detail to meet every customer’s needs
- Maintained daily contact with internal and external customer representatives to foster trustworthy connections
- Handled a variety of day-to-day administrative and operational tasks as assigned by senior management
Sales Executive
Dixon’s Retail
1995.01 - 2002.01
- Oversaw the day-to-day operations of an electrical store, while delegating tasks among a team of eight employees
- Resolved arising customer complaints and issues as the first point of contact across the entire store
- Developed individualised training and development plans to address specific store deficiencies
- Oversaw the continual improvement of employee’s performance through attentive coaching and mentoring
Education
BA (Hons) - Computer Science & Business Information Systems
Middlesex University
Skills
- Customer relationship management systems
- Business intelligence tools familiarity
- Microsoft office suite proficiency
- Business process management
- Stakeholder management
- Customer relationship management
- ITIL
- ERP Systems
Websites
Custom
Derek, Nantwi, London, dnantwi@hotmail.com, 07931 501878
Certification
- ITIL Foundation Certification - BCS, The Chartered Institute for IT
- Data Science - Tableau - Udemy
- CRM Customisation and Implementation - Udemy
Timeline
Business systems analyst
Croydon Council
2024.01 - 2026.04
Application & Product Analyst
Betway Group
2019.01 - 2024.01
Operational and Application Support Administrator
Demica
2011.01 - 2018.01
Support Consultant
Exact Software UK
2007.01 - 2011.01
Helpdesk Support
Rapid Media
2005.01 - 2007.01
Junior Support
Connect IT
2002.01 - 2004.01
Sales Executive
Dixon’s Retail
1995.01 - 2002.01
BA (Hons) - Computer Science & Business Information Systems
Middlesex University