Main duties performed:▷ Analysed metrics for service requests and incidents to identify problem trends and adjusted training/support of technical staff accordingly, meeting 100% of Service Level Agreement (SLA) compliance. ▷ Performs system testing on bundled software release builds, wireless network connectivity, PC and other peripherals upgrades for implementation and quality assurance.▷ Improved the development of support staff with cross-training, which increased… Show more Main duties performed:▷ Analysed metrics for service requests and incidents to identify problem trends and adjusted training/support of technical staff accordingly, meeting 100% of Service Level Agreement (SLA) compliance. ▷ Performs system testing on bundled software release builds, wireless network connectivity, PC and other peripherals upgrades for implementation and quality assurance.▷ Improved the development of support staff with cross-training, which increased productivity by 22% and reduced staffing budget by 10%.▷ Increased first call resolution from 75% to 89% within a year.▷ Liaised between IT suppliers and business users to ensure escalations were addressed and resolved within agreed service levels.▷ Training and technical support: development of an effective user-centered training solution and personally involved in providing technical support and training to our clients. Users are profiled and customised and specific training solutions designed to improve user experience. ▷ Facilitated service delivery reviews/problem management reviews between the business and IT suppliers to determine the root cause of outages and delays, and required actions to be put in place to avoid them in the future.▷ Established and maintained vendor and marketing relationships, both internal and external in support of account and client capital needs.▷ Actively involved in the formulation and implements the security policy framework for Mchillair Solutions. This framework covers physical, network, information and computer security policies.▷ Provides the needed leadership and influence for the IT team to complete projects ahead of schedule. ▷ Troubleshoot database issues and engaged in problem solving tasks involving database feed transformations. ▷ Perform quality assurance and testing of SQL server environment. ▷ Rapidly deliver prototype solutions that provide valuable and actionable insight to clients. Show less

Configured collation devices for the 26 constituencies in the region. Provided an in depth technical training to all Constituency Collation Technicians and Collation Officers across the region. This enhanced overall efficiency in the collation and transmission of election results from the 26 Constituency Collation Centers (CCC) to the National Collation Center (NCC). Provided technical support to Constituency Collation Technicians and Collation Officers across the region during… Show more Configured collation devices for the 26 constituencies in the region. Provided an in depth technical training to all Constituency Collation Technicians and Collation Officers across the region. This enhanced overall efficiency in the collation and transmission of election results from the 26 Constituency Collation Centers (CCC) to the National Collation Center (NCC). Provided technical support to Constituency Collation Technicians and Collation Officers across the region during collation and transmission of election results from the various CCCs across the region to the NCC. I was the principal liaison personnel between the Telcos and the Electoral Commission of Ghana at the regional level relative to the Election Results Management System (ERMS) project. I made formal reports available to management as and when need be. Show less

Advised management on its IT needsDesigned and implemented a well structured servicing and maintenance schedule for the IT departmentProvision of IT training to both staff and students.Procurement of IT and Technology related devices for the school.Networked and maintained the LAN in the IT department (over 50 personal computers).Vetted and moderated terminal IT questions from other members of staff to ensure standardization.

Designed and implemented a well-structured planned servicing and maintenance schedule for the PCs in the school which reduced maintenance cost by 40% within one academic year.Provided PC support skills for other staff which improved overall efficiency in the typing, printing and duplication of terminal examination questions.Provided input for the preparation of periodic ICT budget for the school.Programmed and installed the school’s siren.Networked and… Show more Designed and implemented a well-structured planned servicing and maintenance schedule for the PCs in the school which reduced maintenance cost by 40% within one academic year.Provided PC support skills for other staff which improved overall efficiency in the typing, printing and duplication of terminal examination questions.Provided input for the preparation of periodic ICT budget for the school.Programmed and installed the school’s siren.Networked and maintained the Local Area Network (LAN) in the School’s computer Lab.Batch/Online registration of WASSCE candidates with pinpoint accuracy.Vetted terminal ICT Examination questions from other colleagues to ensure standardization. Show less

Taught the whole school (about 1200 students) ICT with passion Serviced and Maintained the School’s PCs which improved overall efficiency of the PCsCounseled students on the need for moral codesElectronic Registration of WASCE candidates