Customer Support Data Science

KWADWO FOSU APPIAH

P. O. Box KS****, Kumasi-Ghana +233********* *****.******@*****.***

https://linkedin.com/in/kfa-b9513133 https://github.com/nanafosu Education and Training

May 2023 – February 2024

Cloud Engineer Trainee Azubi Africa Online

March 2020

Python for Data Science Programming for Data Science Nanodegree, Udacity Online July 2016

Master of Science in Information Technology Sikkim Manipal University Distance Education

Kumasi, Ghana

June 2010

Bachelor of Science in Telecommunication Engineering Kwame Nkrumah University of Science and Technology Kumasi, Ghana

Experience

September 2021 – August 2023 Senior Customer Support Engineer Dizengoff Ghana Limited

Co-ordinated comprehensive technical assistance for Motorola radio and security solutions, achieving 25% reduction in customer support issues and increase customer retention by 15%.

Maintained 95% customer satisfaction score, the company's target of 90%.

Reduced average response time by 30% through optimized ticket management.

Resolved 80% of escalated issues within SLA, building customer trust.

Led training sessions for 15 support engineers, improving team performance.

Employed a comprehensive quality assurance process, resulting in a 25% reduction in reported product defects and boosting customer satisfaction scores by 15 points.

Led the successful implementation and support of three enterprise-level projects; achieved improved project outcomes and customer satisfaction ratings by 25% through effective project management and stakeholder engagement strategies. September 2012 – September 2021 IT & Radio Technician Dizengoff Ghana Limited

Spearheaded the implementation of preventive maintenance protocols and efficient troubleshooting methods, added remarkable 30% reduction in system downtime, bolstering productivity and minimizing revenue loss.

Installed and configured radio systems for 5 major clients, ensuring uninterrupted communication.

Improved radio signal quality by 25% through careful antenna placement and optimization for Electricity Company of Ghana.

Reduced radio equipment downtime by 40% through implementing preventive maintenance procedures for Newmont Mining Company sites.

May 2012 - August 2012 Sales Engineer Dizengoff Ghana Limited

Prepare and deliver technical presentations explaining communication and security solutions to customers and prospective clients.

Applied a standardized complaint resolution process, reducing average resolution time by 30% and improving customer retention rate by 20%.

Prepare sales engineering reports, collect, and analyzed sales information and application trends.

Negotiate tender and contract terms to meet client and company needs.

Generate sales reports and document account activities.

Recommend improvements to customers and demonstrate potential cost reductions and process improvements.

Implemented cutting-edge communication technology, resulting in a 40% improvement in call quality and a 15% increase in customer satisfaction ratings. Certification

February 2021

Professional and Commercial Radio Technical Associate Motorola Solutions May 2020

Cisco Certified Network Associate (CCNA) NIIT Kumasi, Ghana Awards

December 2022

Top Performer of the of the year at the Communication Division of Dizengoff Ghana Limited Publications

Co-author: Data Security Issues in Corporate Environment Digital Innovations & Contemporary Research in Science and Engineering June 2017 Vol. 5 No.2 Organizations

Member of Institute of Electrical and Electronic Engineers (IEEE) Member number: 96343480

Core Skills

Network & telecom connectors

Radio installation & programming

Programming (Python)

Rigging (On-Mast Installations)

Network/Radio maintenance

IP Addressing & Subnetting

Router/Switch Configuration

Git

Docker

Terraform

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