To secure a challenging position in a reputable organization to broaden my learning, knowledge and skills, while making a significant contribution to the success of the organisation.
Overview
13
13
years of professional experience
7
7
years of post-secondary education
Work history
IT Service Availability Officer
Agricultural Development Bank
Accra-Ghana
12.2023 - 01.2024
Demand Management
Capacity Management
Availability Management
Configuration Management
IT Service Desk Officer
Agricultural Development Bank
Accra -Ghana
12.2018 - 12.2023
Email: customercare@agricbank.com
Phone: +233 302762376,302762104, - I serve as the first point of contact for customers seeking technical assistance over the phone, email and service desk tool (JIRA) providing Tier 1 support
I create users, assign roles (makers and authorizers), and change user profiles using Oracle Flexcube UBS - I maintain cheque books in the bank's system using PL/SQL
Diagnose and resolve reported issues and liaise with users to ensure that requests have been satisfactorily handled
I follow standard help desk procedures and log all help desk interactions including requests or faults in problem tracking system
I resolve about 70% of incidents during first contact while managing tickets and side projects for the Service Desk, and escalating tickets to appropriate Tier 2 units using JIRA Service Desk.
Customer Service consultant
Surfline Communications Ltd
Accra-Ghana
06.2015 - 11.2017
Email: info@surflinegh.com
Phone: +233 302 745 777, -First tier of internet connectivity issues resolution -Assisting customers to purchase data bundles and cross selling of product and services -Assisting customers with all enquiries and issues pertaining to their 4GLTE connection
Tigo Advisor
Millicom Ghana Ltd
Tigo
05.2015 - 06.2015
Email: info@tigo.com.gh, Assisting customers with voice and data issues-Assisting customers with enquiries and data activation
Customer Service Officer
National Identification Authority
Accra-Ghana
08.2013 - 11.2013
O Box kd1249, Kanda, Accra
PHONE: +233 302 236127
Data entry/, - Maintaining data in a very orderly manner - Entering the data of foreigners into the data base - Writing reports on all information gathered - Acted as the face of the company by coming in contact with customers first - Attending to customer needs - Assisting foreigners in filling of their registration forms
Data entry/Customer Service Officer
National Identification Authority
09.2012 - 07.2013
Maintaining data in a very orderly manner - Entering data of foreigners into the data base - Writing reports on all information gathered - Acted as the face of the company by coming in contact with customers first - Attending to customers' needs - Assisting foreigners in filling of their registration forms
Internship trainer
Ghana Ports and Harbours Authority (GPHA)
Tema-Ghana
06.2011 - 07.2011
Troubleshooting of connectivity issues using an organized and layout procedure
Installation of computers software, hardware and maintenance
Networking of computers and other networking devices.
Education
MSc - Cyber Security
Birmingham City University
Birmingham
01.2024 -
Certified Lead Implementer in IT SMS on - ISO/IEC 20000-1:2018
T V S D South Asia
09.2021 -
Bachelor of Science - Information Technology
Ghana Technology University College
Tesano, Ghana
09.2008 - 06.2012
WASSCE -
Mfantsipim School
Cape Coast, Ghana
09.2004 - 06.2007
Certificate of Higher Education - Cisco Certified Network Associate (CCNA)
Advanced Information Technology Institute (AITI-K)
Accra, Ghana
05.2013 - 03.2014
Skills
Excellent leadership, communication, and organizational skills
Possess a great work ethic and superb team skills
Proven ability to work both independently and in a team environment
Computer Skills:
Network troubleshooting
Customer service expert
Excellent time management skills
Troubleshooting proficiency
Languages
English
Native
Timeline
MSc - Cyber Security
Birmingham City University
01.2024 -
IT Service Availability Officer
Agricultural Development Bank
12.2023 - 01.2024
Certified Lead Implementer in IT SMS on - ISO/IEC 20000-1:2018
T V S D South Asia
09.2021 -
IT Service Desk Officer
Agricultural Development Bank
12.2018 - 12.2023
Customer Service consultant
Surfline Communications Ltd
06.2015 - 11.2017
Tigo Advisor
Millicom Ghana Ltd
05.2015 - 06.2015
Customer Service Officer
National Identification Authority
08.2013 - 11.2013
Certificate of Higher Education - Cisco Certified Network Associate (CCNA)
Advanced Information Technology Institute (AITI-K)
Customer Service Supervisor at Rajshahi Krishi Unnayon Bank (Agricultural Development Bank)Customer Service Supervisor at Rajshahi Krishi Unnayon Bank (Agricultural Development Bank)
Human Resource Officer II at Agricultural Development Bank of Trinidad & TobagoHuman Resource Officer II at Agricultural Development Bank of Trinidad & Tobago