Eric Agyeman Email & Phone Number

Maintaining Equinox site manager Database (ESM) on behalf of Client (LTSB).Raising & coordinating progress for client network changes through to implementation.Searching and Creating detailed management information (MI) reports to be used in Governance. Creating and approving client (LTSB Bank) validations pre transformations.Providing appropriate account specific information to services suppliers and stakeholders.Maintaining Command Centre project database on behalf of all parties.Categorising and recording all levels of change and maintaining ENCR database.Obtaining 3rd party assessments/approvals for changes and works to be implemented.Liaising with client (LTSB Bank) as front line point of contact for data and. transformations.Chairing CAB meetings for change approvals.Supporting service delivery manager on client site.Providing input to customer communication plans.Ensuring communications on day-to-day service operations to appropriate customer representatives.Monitoring and helping manage service delivery performance of Subcontractor and third parties.Supporting DPM and Service Delivery Manager in the management of contract change, SLA and service related issues. Aug-2008- Ongoing- Equinox Program Change Management Co-ordinator, IBM UK Limited~LTSB BANKCoordinating the IMACD change management process to ensure all client change requests are processed in accordance to the program SLA's.Chairing meetings with internal and external clients in order to progress plans & changes. Reviewing the customer SLA's and implementing any agreed changes backed up with the necessary processes and procedures.Supporting Design Team in the creation of Bulk Loaders to be used in conjunction with Branch & Office Network, IPT telephony roll-out.Checking & creating daily or weekly reports for the design and implementation process.

Overseeing the Voice & Data Initiative that includes the Network WAN/LAN & IPT transformation of LTSB bank both in branches and on their remote ATM networkscoordinating all third parties to ensure all aspects of the transformation on the night are completed in accordance to the program SLA'sReporting on OLA's and implementing any changes identified and agreed with the appropriate departments.Problem Identification and Incident Management escalation reporting any on-site issues to the relevant people and escalating where necessary to ensure a swift resolution.Monitoring 2nd & 3rd Line Support to determine either a problem 'work-around' or 'resolution' with the view to minimising any unsuccessful on the day/night transformations.Managing the team of Administration Assistants ensuring they are always up-to-date with current working procedures and maintain project database on behalf of all parties.Managing a team of Data Analysts to record scheduled activities during the implementation stage of the Change Management process, ensuring all progress logs are up-to-date and contain all the necessary information.Liaising with the Problem and Change Management departments to ensure all relevant information are provided for requests for Changes and problem verification issues.Analysing known problems and documenting a troubleshooting guide for future reference. Providing technical bulletins and advice to other Team Leads.Attending on-site visits to oversee branch WAN/LAN & IPT transformations.Jan-2006-Mar-2008 Equinox Program, PMO Data Analysts, IBM UK Limited ~LTSB BANK.Project support and Data analysisCreating MI packs and producing reports, used for project reviewsCreating client and third party user accounts/Access for in house systemsActing as front line point of contact for transformation enquires.Identifying Issues that are relevant to bank transformationsAdministrating of Command Centre project database.

Investigation of customer accounts history and qualification of accounts to be considered for credit and collection.Negotiating with clients on payments and finance management.Daily correspondence and management of customer queries and accounts which are being managed by 3rd parties.Liaising with network on client services Implementation.Completed all fortnightly and monthly reporting on customer account status 3rd party progress, defaults, payment plans and arrangements.

Undertaking stock and Quantity reportsOrdering new stock from Manufactures and RetailersManagement of floor replenishment.Management of stock allocation.

involved filling paper work, database administration using Microsoft word, Excel spreadsheet and AccessLearned procedures and function within a banking office environment.

Duties involved attending to customer queries, and Cashier work.