Robert Nyarkoh

Experience

• 

  Guinness Ghana Breweries Limited

  Sept 2006 - Mar 2008

  Financial Application Analyst

  + Financial Application maintenance+ Implementation of New products in Sun Systems+ Supporting Finance Team in Ms Excel & VBA during financial reporting periods

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  Zain Communications Ghana Ltd

  Jul 2008 - Jul 2009

  MIS engineer

  Ensure applications systems supported are highly available to business usersSupport product & promotion development and implementation of SMS, USSD and other telecom platforms to drive strategic business growth.Create customized business reports accross platforms to provide insight to customer behaviour and system performance.Develop

• 

  Airtel

  Jul 2009 - Jan 2011

  Service Desk Coordinator

  Ensure tickets are assigned to appropriate teams and resolved as per SLA.Performed service delivery management activities for customer care departement - including system management for call centre related applications.

• 

  IBM

  Feb 2011 - Feb 2016

  Incident & Problem Manager

  Incident Management:Ensure tickets are logged, appropriately assigned to support teams and resolution is provided to meet service level agreement with customer.Problemt Management:Identify root cause to recurring or high impact incidents and facilitate implementation of permanent solutions.Service Level SPOC:Collect SLA data, compute and report on SLA achivement month on monthImplement service improvement plans to ensure targets are met.

• 

  Fidelity Bank Ghana

  Feb 2017 - now

  Responsible for IT Service Desk team which provides support to over 1500 local employees and subsidiarity remotely.Reporting monthly on IT Services Performance to Group CIO.Provide Incident and Problem management support for the bank.Represents IT Operations as Service Manager in Change Advisory Board meetings.Ensure IT vendor relationships and support is measured and vendors deliver value to the bank through Service Level Management reviews, negotiation of contracts and Operational Level Agreement reviews.Drive Continuous Service Improvement programs for the IT organization. Show less

  • IT Service Manager

    Jul 2021 - now

  • Production Assurance Specialist

    Feb 2017 - Jun 2021