Emmanuel Anim-Annor

Experience

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  Huawei

  May 2012 - Jun 2014

  Core Network Support Engineer/Shift Lead

  1. Monitored and generated 6 hourly KPI reports on Core Network nodes.2. Customized and populated network performance counters that aided in trend identification and troubleshooting.3. Offered Second line support on roaming faults, SMS failures and calls origination/termination challenges. 4. Ensured team followed due processes in the execution of its duties.5. Generated Team’s activities reports to Management. 6. Implemented of RFC’s, Corrective and preventive Maintenance Show less

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  Vodafone

  Jul 2014 - now

  Enterprise Services Incident Manager

  1. Guaranteed Customer satisfaction by Optimizing troubleshooting procedures to support monthly availability SLA of 95%.2. Maintained yearly customer churn below 2.5% by acquiring in-depth knowledge of client’s business drivers, processes, service user communities and telecoms/IT environment to aid in client management.3. Introduced innovative way of deploying last mile ETX modems that saves the business $ 35,000 yearly.4. Improved daily service mean time to restore (MTTR) from 80% fault volumes restored in 6 hours to 95% in 5 hours 5. Delivered and Maintained service monitoring systems at 98% availability to meet monitoring and reporting requirements of both internal and external stakeholders. 6. Maintained monthly repetitive faults levels below 2% by conducting root cause analysis, trends identification and implementation of permanent fix. 7. Worked closely with senior management in resolution of complex or novel network challenges, documented and cascaded mitigating measures to relevant teams to curb recurrence. Show less