JESSE NII AYERTEY ADJAR
TELFORD
Summary
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)
05.2013 - 03.2014
Data entry/Customer Service Officer
National Identification Authority
09.2012 - 07.2013
Internship trainer
Ghana Ports and Harbours Authority (GPHA)
06.2011 - 07.2011
Bachelor of Science - Information Technology
Ghana Technology University College
09.2008 - 06.2012
WASSCE -
Mfantsipim School
09.2004 - 06.2007
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