Desktop Support Sales Representative
Resume:
P.O. Box ****, Kaneshie-Accra
adkaw3@r.postjobfree.com
PETER MENSAH JNR
BIO DATA
PROFILE
Nationality: Ghanaian
Gender: Male
Marital Status: Single
Date of Birth: 23rd December 1989
Spoken Languages: English, Akan Dialect, GA
A highly motivated and pro-active individual with strong analytical, outstanding communication and organizational skills. Efficient with an enthusiastic approach to working and producing results. Highly adept in systems analysis diagnostics, data management, cloud computing, troubleshooting and conflict resolution with excellent interpersonal relations. An in-depth knowledge in Digital Financial Services (MFS).
TECHNICAL SKILLS
I am a tech savvy, very advanced in the use of many applications such as, Microsoft Server administration (2008 to date), Microsoft SQL Server (scripting), Cloud Computing (Microsoft Azure and AWS), Microsoft Office Suite, Office 365 Administration (SharePoint Online, Exchange-Online, Azure Active Directory, OneDrive, Teams), Microsoft Power BI, Data mining, Ability to code and understands multiple programming languages such as C#, C++, Python, PHP, ASP.net.
EXPERIENCE
I.T SPECIALIST: STERGRIS SOLUTION
August 2019 to October 2020.
- Provides onsite client support including but not limited to the following activities network application and desktop support, infrastructure maintenance, server migrations/ upgrades, routers/firewall implementation, application and desktop support, resolution of technical issues, hardware and software.
-Assisted customer with inquires on products and services for cable, internet, set appointment for installation of service, processed payments and adjustments towards customers accounts provided each sales representative with the appropriate tools to successful close sales with current and new clients, processed credit card transactions for payments.
- Effectively managed a high volume of inbound and outbound customer calls.
- Provide technical trouble-shooting and customer service support as part of a team, responsible for many different phases of the support cycle including the specification, procurement, configuration, deployment, support and disposal of Information Technology assets.
- Utilized Remedy Call Management Software to log and manage trouble tickets; ensuring all work orders were assigned to appropriate IT groups.
- Build rapport and elicit problem details from help desk customers.
- Applied diagnostic utilities to aid in troubleshooting.
IT HELP DESK SPECIALIST: SYLVERSYS CONSULTING INTERNATIONAL
DECEMBER 2018 – APRIL 2019
My objective as an IT Helpdesk Specialist is to provide superb customer service reflecting the client-centric and quality focused mission of the TechTeam-MSPSM Managed Services, through the direct provision of remote and on-site support to our client.
- Deployment of Microsoft Office 365 (Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Azure Active Directory, Microsoft Teams, Cloud Apps, Power BI, Project Online, etc.), Domain Management, Data and Email Archiving.
- Provide on-site and remote end user support with focus on: Client satisfaction, Service delivery quality and Technical excellence
- Monitor Customer Sites and Systems through the GlobalWatch™ Monitoring platform and generate incident tickets as necessary
- Log and Update Incident Tickets on the ITSM (IT Service Management) Portal and communicate with customer to gather additional incident details.
- Perform end user support relating to the Microsoft Office 365 services such management of Office 365 users, groups, and licenses, Activating Rights Management (RMS), troubleshooting Office 365 Connectivity Issues etc.
- Assist with the Proactive maintenance, Configuration Management Database (CMDB) documentation, and testing of client network environments as directed through a combination of scheduled onsite and remote work using prescribed checklists.
- Assist other team member in maintaining accurate and up to date documentation (CMDB) of clients’ network environment and supporting material that ensures consistent quality remote support by any member of the TechTeam-MSPSM Team.
IT TECHNICAL SUPPORT OFFICER: INCHARGE GLOBAL LIMITED
February 2016 – August 2017
- Resolving all the technical issues and ensuring continuous and satisfactory functions on savings and Paymenex platforms, run close of business processes and support other business applications such as active directory, cloud servers, domains and USSD applications.
- Reengineered the company’s systems setup, optimizing system performance, installing upgrades/patches, establishing system monitoring and maintaining security protocols.
- Monitored and evaluated the security of the company by initiating some transformative IT policies which harden the system security and enhanced measures for password requirements and user access.
- Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access.
- Partnered with Tier III and Tier IV Technical Engineers peers based in the UK and Service providers to resolve complex problems that required escalation. Provided detailed descriptions of issues in trouble ticket system and followed up diligently to ensure swift resolutions
- Developed step-by-step training manuals for end-users to ensure a seamless transition following application upgrades.
- Provided 24 hour, on-call emergency support for multiple external clients.
- Acted as escalation point for troubleshooting Ecobank mSavings (mobile banking platform) issues; consistently earned 100% issue-resolution scores by providing excellent service to internal and external customers/clients.
- High Level (3) Customer Service Support – Technical.
BILLING ASSURANCE ANALYST (ASSISTANT): MILLICOM GHANA LIMITED (AIRTELTIGO)
October 2014 – September 2015
- Validates Revenue from the Tigocash platform
- Implemented risk-based controls to effectively audit the Tigocash platform.
- Performed bank reconciliations of e-money and the trust accounts or partner Banks
- Performed reconciliation on airtime transaction between Tigocash platform (Utiba) and the Convergent Billing System (CBS).
- Ensured that all controls are put in place to mitigate certain risk associated with the Tigocash platform.
- Monitoring and evaluation the rates on Tigocash platform to assure maximum revenue.
- Performed tests on newly applied rates on all Tigocash transactions to point out the defects and errors that were made during the development phases.
- Pre and Post implementation test on new Sims to ensure the quality of the product.
- Troubleshooting by following transaction trails through application logs and database entries. - SQL Management Studio and ad hoc scripts to monitor transactions through
proprietary applications.
- Provided daily status reports on progress/issues.
DESKTOP SUPPORT ENGINEER: WAAPTEC SYSTEMS
March 2013 – November 2013
- Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards with routine maintenance
- Address user tickets regarding hardware, software and networking.
- Conduct remote troubleshooting on backup, data and mailbox migrations.
- Ensure that work is carried out within agreed service levels and in accordance with department guidelines
- Migrating servers from Windows XP to Windows 7 or higher platform.
- Due to expertise in hardware and software I have provided outstanding customer service and support to private clients and businesses
EDUCATION
GARDEN CITY UNIVERSITY – BSC. INFORMATION TECHNOLOGY
February 2010 – June 2014
ODORGONNO SECONDARY SCHOOL – GENERAL ART
September 2005 – June 2008
OTHER CERTIFICATE
INTERNATIONAL CYBERSECURITY INSTITUTUE (ICSI)
CNSS Certified Network Security Specialist
May 2020
KEY SKILLS AND COMPETENCIES
- Microsoft Office 365 administration
- Data Security and Encryption.
- Effective time management including ability to multi-task, organize and prioritize.
- Quickly learn and master new technology; equally successful in both team and self-directed settings; and proficient in a range of computer systems, programming languages, tools and testing methodologies.
-In depth knowledge in digital financial services with a specialty in mobile financial services (MFS).
- Ability to perform remote troubleshooting and provide clear instructions.
INTEREST
- Interacting with different people to share variant views
- Blogging, Research, Football
REFERENCES
MR. EBENEZER DONKOR
Deputy Revenue Assurance Manager, Millicom Ghana Limited (AirtelTigo).
adkaw3@r.postjobfree.com
MR. JOESPH MENSAH
IT Service Delivery Manager, Voltic Ghana Limited.
adkaw3@r.postjobfree.com
DR. OSEI ADJEI
Dean of Faculty of Applied Science, Garden City University College.
adkaw3@r.postjobfree.com
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