About
Highly adaptable IT professional with a strong foundation in IT service management, project coordination, and operational efficiency, complemented by recent certifications in product management and analytics. Proven ability to optimize IT infrastructure, streamline service delivery, and enhance team performance through strategic problem-solving and data-driven insights. Eager to leverage a blend of technical expertise and leadership skills to contribute to innovative projects and drive organizational success in dynamic tech and business environments.
Work
BNY
|Client Service
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Summary
Assisted a hypothetical non-profit client to record liabilities.
Highlights
Learned the key functions of an ECRM to check account history.
Updated client activities and escalated a client request on behalf of the Service Director.
Read a transcript of a call between the Service Director and the client and submitted a call report.
Forage Academy
|Customer Service Virtual Job Simulation
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Summary
Engaged in realistic client service scenarios within a simulated financial institution
Highlights
Applied active listening and empathy to uncover customer needs and resolve account access issues
Navigated internal knowledge bases to locate accurate information and deliver timely, informed responses
Strengthened communication, digital navigation, and decision-making skills in a client-facing context
Fidelity Investments
|Customer Relationship Advocate (Simultation)
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Summary
Navigated multiple customer calls effectively using active listening skills
Cedar Medical Plaza
|IT Specialist
Accra, Greater Accra Region, Ghana
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Summary
Orchestrated IT service delivery and infrastructure management for a global medical technology platform, ensuring operational efficiency and high system availability.
Highlights
Coordinated with dev/design teams and Scrum Masters to define project backlogs and refine user stories, ensuring alignment with strategic objectives and efficient development cycles.
Held overall responsibility for efficient IT service deployment across global Master Control Stations, maintaining high availability and operational continuity for critical systems.
Spearheaded swift and accurate server migrations and system upgrades, minimizing downtime and optimizing performance for critical IT operations.
Provided expert technical support and comprehensive VIP assistance, resolving complex hardware and software issues promptly to maintain high user satisfaction and system uptime.
Managed end-to-end software installations, upgrades, and patch deployments, ensuring system security and optimal performance across the IT infrastructure.
St. Kizito Store
|Assistant Manager
Accra, Greater Accra Region, Ghana
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Summary
Managed daily retail operations, driving improvements in inventory management, team performance, and customer satisfaction through data analysis and strategic initiatives.
Highlights
Improved operational efficiency by analyzing customer data and adjusting key performance indicators (KPIs), leading to enhanced team productivity and service quality.
Conducted in-depth competitor analysis to identify new business leads and strategic opportunities, contributing to market positioning and growth initiatives.
Managed comprehensive inventory processes, including regular stock checks and merchandise restocking, ensuring optimal product availability and reducing potential losses.
Delivered exceptional customer service, engaging customers, providing expert recommendations, and resolving inquiries to foster loyalty and enhance the shopping experience.
Education
IPMC
Advanced Diploma
Software Engineering
Alliance Francaise
Diplôme d'Études en Langue Française (DELF)
French Language
Akuse Methodist Senior High Technical
West African Senior School Certificate Examination (WASSCE)
General Studies
St. Kizito Roman Catholic School
Basic Education Certificate Examination (BECE)
General Studies
Languages
English
French
Certificates
Master Course of Hospitality Marketing
Issued By
Udemy
Professional Diploma in Agile and Project Management
Issued By
Udemy
Master Course in Business Branding and Brand Management
Issued By
Udemy
Fidelity Investments Customer Relationship Advocate Job Simulation
Issued By
Forage
Product Analytics
Issued By
Pendo
AI for Product Management
Issued By
Pendo
Skills
Leadership
Leadership, Team Leadership, Mentoring, Cross-functional Collaboration.
Adaptability
Adaptability, Flexibility, Change Management.
Communication
Excellent Communication, Verbal Communication, Written Communication, Stakeholder Communication.
Time Management
Time Management, Prioritization, Organization, Workflow Management.
Strategic Thinking
Strategic Thinking, Problem-Solving, Critical Thinking, Decision Making.
Teamwork
Teamwork, Collaboration, Team Building.
IT Service Management
IT Service Management, Technical Support, Hardware/Software Troubleshooting, System Upgrades, Patch Management, Service Desk Operations.
Project Coordination
Project Coordination, Agile Methodologies, Scrum, Backlog Management, User Story Development.
Data Analysis
Data Analysis, KPI Optimization, Customer Data Analysis, Market Research, Competitor Analysis.
Retail Operations
Retail Operations, Inventory Management, Merchandise Management, Customer Service, Sales Support.
Product Management
Product Management, Product Analytics, AI for Product Management, Business Branding.