IT officer

LAWRENCE KWAME MELOMEY

P.O.BOX ****, ACCRA-GHANA

Digital Address: GK-0643-4150

Phone : +233********* /+233*********

Email : ********.*******@*****.***

PERSONAL PROFILE

To be an I.T Engineer so as to contribute my quota to the growth of my country through hard work and dedicated service.

To join a strong team where I can focus on the task at hand, learn from those around me and share my skills, knowledge and experience.

To join an intelligence team where I can collect and gather requirements, data, information, and knowledge.

To seek a challenging and responsible position where my abilities in management and education are effectively utilized and developed.

AREAS OF EXPERTISE

• ALU’s 8650 SDM 3.0 (HLR)

• ALU’s eSM (Intelligent Network)

• ALU's OSP R2.4 Management System (Toll-free)

• HTML

• JavaScript

• XML

• PHP

• SQL Server

• Oracle 10g

• Microsoft Office Application

• Hardware repairs

• Networking

• Network Security

CAREER HISTORY

Consumer Resolution Lead Nov 2014 – Sept 2019

Vodafone Ghana (Mobile Solutions)

Develop a strategy the team will use to reach its goal

Provide training that team members need

Communicate clear instructions to team members

Listen to team members' feedback

Deep dive into customers' recurring complaints reported and work with the various stakeholders to get them permanently resolved.

Monitor team members' participation to ensure the training they are being provided is being put into use, and also to see if any additional training is needed.

Deep dive into data collected on service requests and interactions from customers, get the most reported complaints and work with the various stakeholders to them reduce drastically.

Manage the flow of day-to-day operations

Create reports to update the company on the team's performance

Distribute reports to the appropriate personnel

Provisioning Support Specialist Oct 2011 – Nov 2014

Vodafone Ghana (Core Mobile and Fixed)

•Manipulate and query 8650 SDM databases per request from Revenue Assurance, VBS, and VAS.

•Ensure all Toll-free requests are provisioned with in the stated time.

•Manage workflows and Service Level Agreements whilst maintaining compliance.

•Act as 1st level of escalation for all provisioning issues within Technology.

•Own, execute and effectively manage all SIM provisioning policies, standards and procedures.

•Ensure delivery of timely solutions to resolve QoS issues impacting customer experience.

•HLR/AUC Database: Management of data on ALU’s 8650 SDM 3.0 within the core network domain.

•Intelligent Network: Provisioning and managing subscriber data on ALU’s eSM platform.

•Provisioning Vodafone Business Solution (VBS) customers unto specialized products and services.

Mobile & Fixed Service Delivery Specialist Dec 2010 – Oct 2011

Vodafone (Service Assurance)

•Act as a Point of Contact for Service Delivery issues within Technology for queries and escalations.

•Manage complaints and escalation process – engage with customers and stakeholders.

•Analyses data reports and gives appropriate feedback to team and management.

•Acting to solve discovered problems/issues in line with set processes and procedures.

•Escalating discovered problems/issues in line with set processes and procedures.

•Provides accurate and up to date information on a regular basis to keep team and managers informed of any problems.

•Recommends and executes improvement actions to processes and procedures in line with Vodafone’s continuous improvement techniques.

•Improve overall team function capability and effectiveness.

•Ensure all current incidents are logged and progressed on the relevant Service Management system.

•Has a detailed and working knowledge of all relevant technologies, products, services or processes.

•Own, monitor and track all logged cases through the investigation, diagnosis, resolution and recovery lifecycle with different support teams, chasing progress and escalating where necessary.

•KPI performance monitoring and reporting – ensure team output is meeting targets.

PREVIOUS CAREER HISTORY

IT OFFICER

Ghana Institute of Management and Public Administration (GIMPA) Oct 2009 – Dec 2010

•Assisted the Lecturers in Linux, Quantitative Analysis and Discrete Math

•Give introductory lectures on Microsoft Office Applications e.g. Access and Excel to both graduate and undergraduate students at GIMPA (SOT)

•Developed a book library software using access to be used by School of Technology Staffs and students

I.T Analyst

Samartex Timber and Plywood Company Ltd. (Industrial Attachment) Jul 2008 – Aug 2008

•Responsible for all lT components.

•In charge of maintaining computers, dataflow and network

•A trainee in charge of training workers on Microsoft office application.

Hardware and Network Technician

Personal Job Jan 2004 – August 2005

•Worked on my own and was responsible for diagnosing and resolving faulty computers

•Setup new computers and Installation of software for different companies.

•Was in team which was responsible for both data and voice networking installation.

•Configured and operated on windows 2003 server.

KEY SKILLS AND COMPETENCIES

Able to work well under pressure, prioritize workload and work to deadlines.

•Creative and energetic in driving agreed strategies.

•Customer focused - Deals efficiently, politely and helpfully with all enquiries and requests.

•Ensures high level of accuracy and quality at all levels.

•Honest and discreet in dealing with commercial and private / confidential information.

•Can work on own initiative.

•Excellent written and verbal skills.

•Highly motivated with a positive attitude.

•Reliable and punctual.

•Passionate about the world of information systems.

•Having a high level of intellectual curiosity.

•Willing and able to travel around Ghana and all over the world.

ACADEMIC QUALIFICATIONS

Sikkim Manupal University

MBA Information Systems Nov 2011 – Oct 2013

Methodist University College Ghana

BSc Information Technology Sept 2005 – Jul 2009

Holland African Computer Institute (HAC)

Certificate in Microsoft Office Application (City and Guilds) Dec 2002 – Dec 2003

Micro Computer Technology Part I (City and Guilds)

St. Thomas Aquinas Senior High School

Science (SSCE) Jan 2000 – July 2002

REFERENCES

Rita Adiase

Mobile Solutions Manager

Digital and customer operations

Vodafone Ghana

Airport City

Email: ****.******@********.***

Tel: 020*******

Mercy Akude

Head of Customer operations & Experience Centre

Digital and customer operations

Vodafone Ghana

Airport city

Email: *****.*****@********.***

Tel: 020*******

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