Senior Network Architech and Design - Router&Switching, Virtualization

Job Title

Area of Focus: Telecommunications Industry Network Operations & Support Network Architect & Design

Qualifications Profile

Highly skilled and technically competent professional with broad-based background in networking and telecommunications sector, encompassing sales management, staff supervision, project management, technical support, and client service and relations.

Demonstrate expertise in network architecture and design employing various R&S protocols such as OSPF, BGP, RIP, MPLS, etc and operational productivity through the development and implementation of strategic initiatives and processes. Exemplify strong competency in developing high-performing teams and staff by instituting tactical guidelines based on business needs. Excel at dealing with and resolving diverse work-related complexities through analysis of root cause and execution of necessary courses of action. Display outstanding ability to adapt to and thrive within fast-changing and cross-cultural environments honed from extensive experience in diverse work settings.

Areas of Expertise

Computer Network Design and Support Telecommunication Infrastructure Design, Installation, and Support

Cisco Solutions Architect Network and Server Virtualization Process Automation

Leadership and Team Building Continuous Process Improvement

Professional Experience

YNC Limited Accra, Ghana

Network Consultant 2014–Present

Performed network assessment and provided a roadmap for current and future technology deployment for Ghana National Information Technology Agency (NITA – Server Virtualization & Data Center Build-out).

Developed and implemented Cisco unified collaboration telephony solution at the main campus of Wisconsin International College in Ghana.

Performed Network and Unified Collaboration assessment optimization services for the Ghana National Petroleum Company

Vodafone Ghana Accra, Ghana

Head of Small and Medium Enterprise (SME) Sales 2013–2014

Oversaw Vodafone business solutions small and medium enterprise (SME) channel to accomplish the following targets:

oAchievement of gross adds target of 2,400 lines per month

oAttainment of average revenue per user (ARPU) target of 35 GHC (25 on service only)

oEstablishment of contract-based sales force to drive revenue growth

Initiated the realignment of the direct Sales Team for clear territorial ownerships through the following initiatives:

oCentralization of Fixed Broadband (FBB) sales under one national manager

oDevelopment of three regions with designated regional manager and targets in accordance with market size comprised of Greater Accra East, Greater Accra West, Northern Sector

oCreation of contract-based field account management to upsell or cross-sell product and service offerings

Focused on expediting and streamlining the vetting processes by collaborating with Risk Management and Credit and Collections teams.

Fostered an environment that allowed the contract force to see themselves as account managers through implementation of open door policy and commission calculator; thereby enabling the contractor to set and accomplish their individual goals.

Analyzed, defined, and ensured the availability of critical resources the team required.

Career Highlights:

Overachieved gross adds by 2% and ARPU by 17% in Q4 through the implementation of strategic initiatives and oversight of CRM deployment during Q3.

Drove 7.5K GHC savings per month by reducing mobile staff headcount by 30 based on sales targets.

Significantly increased the sales output across the Eastern and Volta regions by increasing sales staff from 2 to 10

Surpassed $19M GHC fixed broadband (FBB) mid-year target by 10.5% (21M GHC) and significantly increased customer subscription by 22%, from 11,383 in August to 13,882 in March.

Appointed a commercial performance manager tasked to present mid-morning and mid-afternoon sales report that provided the Sales Team with current and accurate visibility into the sales numbers.

Head of Business Operations – Vodafone Business Solutions 2010–2013

Devised a targeted model specifically designed for each segment of the VBS channel, such as Corporate and SME.

Guaranteed the delivery of consistent customer experience by developing retail outlets and call center.

Founded and managed the Service Management Team, in charge of providing assistance to designated areas on issues at hand, which involved collaboration with the back-office team to guarantee the delivery of excellent customer experience.

Career Highlights:

Created and implemented a workable operations model focused on improving Vodafone business solutions customer experience that prompted the attainment of 2% quarter-over-quarter increase in net promoter score (NPS); thereby achieving 53% NPS by the end of FY 2013 and 2014.

Successfully increased operational efficiency and productivity by hiring and placing highly qualified individuals in streamlining interdepartmental processes and procedures, thereby simplifying more than 100 different processes into 20 new processes.

Partnered with technology professionals toward the implementation of proactive monitoring process that ensured on-time notification of corporate customers with fixed data regarding network issues; thus, increasing monitoring rates from 30% to more than 90% of circuits and customers proactively notified 95% of the time.

Verizon Corporation Basking Ridge, NJ, USA

Manager – Telecommunication Operations 2008–2010

Took full charge of overseeing $500M installation cost of acquisition (COA) and $1B capital cost to connect program.

Career Highlights:

Formulated and executed key underlying component metrics for installation that expedited installation hours per customer by 10% in an annual basis.

Piloted the implementation of guidelines across northeast region of the United States that resulted to 15% annual increase in fiber installation of OEW.

Facilitated weekly governance forum that drove the attainment of 23% increase in COA.

Acting Director – Customer Support 2007–2008

Directed and managed a team of staff support professionals who identified key processes as well as implemented innovative initiatives to optimize call center performance.

Career Highlights:

Rendered expert oversight to national broadband support organization and simplified process for front line agents that improved service delivery by 14% annually and increased net promoter customer score by 15% during the first year of implementation.

Served as driving force behind the development of top-caliber team through administration of trouble resolution application for call center agents, including short videos, consumer wizard, and first call resolution.

Presided over weekly governance forum that increased cost per call by 10% and cost per platform subscriber by 23%.

Manager – Program Management Office 2006–2007

Rendered direct oversight to the $500M installation cost of acquisition (COA) and $1B capital cost to connect program.

Career Highlights:

Introduced the utilization of intraday tools that generated 10% reduction in idle time at end of day tour.

Implemented the capacity management tools that led to 10% increase in hour per customer installation productivity.

Demonstrated expertise in renegotiating contracts with vendors that enabled the achievement of 8% of annual vendor cost per activity and improvement of capital cost to connect a new customer by 10%.

Manager – Customer Care Center 2004–2006

Lead the Provisioning and Activation team in delivering the best customer experience to Verizon FiOS customers.

Career Highlights:

Brought 8% increase in team call handling time and 8% year-over-year increase in team’s first call resolution through appropriate scheduling of supervisors and delegation of workloads.

Spearheaded daily functions of the Provisioning Team, thus meeting the installation date by 10% across Texas region.

Manager – Network Management Center 2003–2004

Assumed full responsibility in administering overall aspect of surveillance and resolving anomalies in the company’s broadband network infrastructure, which included development and implementation of initial processes in managing fiber-to-the-premises (FTTP) equipment from a remote area.

Career Highlights:

Held responsibility for the successful resolution of first FTTP major outage within an hour by capitalizing on solid knowledge of broadband network infrastructure.

Led the deployment of the first-ever optical line terminal for Verizon Fiber for the home service in Keller, Texas.

Earlier Career

Goodman Networks Inc. Plano, TX, USA

Vice President of Professional Services

GTE Corp. Irving, TX, USA

Specialist – Network Operations Center

Education

Master of Engineering in Electrical Engineering: Jun 1998

University of Texas, Arlington, TX

Bachelor of Engineering in Electrical Engineering: Jun 1995

Georgia Institute of Technology, Atlanta, GA

Bachelor of Science in Physics: Jun 1994

Wittenberg University, Springfield, OH

Certification

Cisco Certified Internetwork Expert (CCIE 6134)

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