Experience

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  Spacefon

  Jan 2004 - Jan 2006

  It service desk administrator

  Ensured that all user reported IT Problems (malfunction of applications, the pc and any other thing hindering the users (staffs) from executing their day to day tasks with the computer) assigned to me by the Helpdesk Coordinator are executed to the fullest.

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  Tin-ifa ghana (an isp company)

  Jan 2004 - Jan 2004

  Position: systems administrator (2004)

  Responsible for managing corporate clients' internet access, providing various internet solution, and network administrative work.

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  Mtn ghana

  Jan 2006 - Jan 2007

  It service desk coordinator

  Position: IT Service Desk Coordinator (2006-2007)Key responsibility as a coordinator was to ensure that all operational activities are executed together with the Helpdesk Technicians. Also any other instruction as to execution of Job was taken from the supervisor.• Pick up problems submitted through portal ticketing system, completing the tasks and closing the portal tickets• Participates in and /or coordinates the identification and resolution of hardware, software systems, and network problems as they occur.• Make sure all documentations are kept up to date and relevant to operating activities• Report technical issues that need attention in with possible suggestions for solutions.• Solving technical and complex problems that are reported both from Users and other colleagues.• Regular follow up on user ends on status of resolved problems to make sure a satisfactory solution has been provided• Co-ordinate and assist immediate supervisors in projects and some administrative tasks. Show less

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  Mtn

  Feb 2008 - Mar 2010

  Services management specialist

  4 Position: IT Service Desk Specialist (2007-2010)Key job description and daily task include but not limited to the following:• General supervision, overseeing and coordination of day-to-day activities of the IT Services, and issues reported to the Service Desk and ensure that service Desk Engineers and administrators resolved issues within the stipulated OLA.• Assist in preparing and managing SLA and OLA and ensure that the targets KPI set are met by third parties and internal customers respectively.• Enhance internal procedures to help manage IT Services. Prepare monthly report for the IT Services.• Introduce the KEY FOCUSES for every month-This is to help the team move in the same direction to maximize profit.• Coordinates and oversees the development, implementation, modification and ongoing administration of software processes• Make sure all documentations are kept up to date and relevant to operating activities• Assists in solving complex problems on client PCs. Show less

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  Vodafone ghana

  Mar 2010 - now

  MANAGE SERVICE: VENDOR & NOC Performance ManagerKey job description and Accountable Task include but not limited to the following: To manage O&M outsource partners(ATC, HTG, Eaton etc.) and third party vendors to achieve business objective of cost savings and quality improvements, adhering to established governance processes and principles Develop NOC management processes and continuously monitor compliance against agreed key performance indicators (KPI) for all outsourced operations Manage regular performance reviews with vendors and contractors, ensuring agreed performance standards are met/exceeded. Manage outsourced suppliers for changes in operational service delivery in response to Vodafone Ghana’s operational requirements. Establish clear targets for outsourced partners to ensure business continuity and ensure team members are fully trained Act as an escalation point for outsourced or vendor service delivery issues. Continue to Managed Vodafone Ghana Managed service partners (Huawei, Eaton, ATC, HTG, and Geoquaye) to help achieve quality of service. Ensure seamless merging of other units into service assurance for business continuity Ensure the manage service partners minimise downtimes of incident for a good network availability and a better customer experience of the Vodafone network Ensure there is a repository of data for information sharing Have regular meeting with vendors to track their performance and ensure any gaps are improved for a better and quality of service Show less . Engage stakeholders and Vendors to draft agreements to drive expectations of services from the vendors2. Police vendors in ensuring that they deliver the services that we require from them3. Prepare weekly & monthly report showing the compliance of vendor works with respect to the expected SLA as agreed in the contracts4. Build relationship between the company and vendors by meeting them on agreed timelines to discuss ways of improving service.5. Ensure that grey areas that are found in the contract during its operation are highlighted and reviewed base on the agreed terms of the contract6. Ensure go service delivery by the vendors by acting as the SPOC between the vendor and Vodafone. By so doing all needs of the vendor is channel through me and i ensure they are served to deliver service.7. Provide comments to contracts that are send by vendors to the company by ensuring that the scope meets our demand.8. Acts as a Repository of all information pertaining to vendors providing service for Vodafone.9. Provides DEMAND REPORT to management with respect to the performance of the vendors as and when demanded.10. Ensure that a good database of YEAR to DATE of activities of vendors are kept11. Provide any assistant required by vendor to deliver service required from them.12. Ensure that PENALTIES are applied in the event that vendor violates or falls below agreed SLA by using the rules outlined in the contract.13 Ensure that areas within the contract that are outmoded are de-scoping in order to minimise or reduce cost of service but not in the expense of quality of service.14. Ensure that any new or introductory service into the operation is backed with agreement so as to get support service for the element or the service.Prepare YEAR to DATE report of vendor activities Show less 3. Position: Problem Analyst-(March 2010-Sep 2010)Key job description and Accountable Task include but not limited to the following: Work with Service Partners and Service Authorities to understand prioritization for Problem focus and resolution. ·To own, manage, and co-ordinate large cross-domain and cross-service activities for technology problems. ·Communicate progress of problems to relevant parties ·Consult for the definition and assessment of service levels ·Examine work queues for problems in jeopardy of missing service agreements ·Keep informed about the new SLA framework ·Stay informed of activities to restore to normal operations ·Review progress and results with client and (senior) management Show less

  • VENDOR & NOC Performance Manager

    Apr 2014 - now

  • Contract & Compliance Manager

    Dec 2010 - Apr 2014

  • Problem Analyst

    Mar 2010 - Dec 2010