Peter Mensah Email and Phone Number

My objective as an IT Helpdesk Specialist is to provide superb customer service reflecting the client-centric and quality focused mission of the TechTeam-MSPSM Managed Services, through the direct provision of remote and on-site support to our client.- Deployment of Microsoft Office 365 (Exchange Online, SharePoint Online, OneDrive for Business, Microsoft Azure Active Directory, Microsoft Teams, Cloud Apps, Power BI, Project Online, etc.), Domain Management, Data and Email Archiving.- Provide remote end user support with focus on: Client satisfaction, Service delivery quality and technical excellence - Monitor Customer Sites and Systems through the GlobalWatch™ Monitoring platform and generate incident tickets as necessary - Log and Update Incident Tickets on the ITSM (IT Service Management) Portal and communicate with customer to gather additional incident details. - Perform end user support relating to the Microsoft Office 365 services such management of Office 365 users, groups, and licenses, Activating Rights Management (RMS), troubleshooting Office 365 Connectivity Issues etc.- Assist with the Proactive maintenance, Configuration Management Database (CMDB) documentation, and testing of client network environments as directed through a combination of scheduled onsite and remote work using prescribed checklists.- Assist other team member in maintaining accurate and up to date documentation (CMDB) of clients’ network environment and supporting material that ensures consistent quality remote support by any member of the TechTeam-MSPSM Team.

- Resolving all the technical issues and ensuring continuous and satisfactory functions on the payment gateway platforms, run close of business processes and support other business applications such as active directory, cloud servers, domains and USSD applications.- Provided technical support to end-users, leveraging broad-based expertise to handle problem identification, diagnosis, resolution, and escalation via helpdesk system, telephone, and remote support tools. Performed security administration functions for user, data, and remote access.- Provided 24 hour, on-call emergency support for multiple external clients.- High Level (3) Customer Service Support – Technical.

- Implemented risk-based controls to effectively audit the Tigocash platform.- Performed bank reconciliations of e-money and the trusted partner Banks- Performed reconciliation on airtime transaction between Tigocash platform (Utiba) and the Convergent Billing System (CBS).- Ensured that all controls are put in place to mitigate certain risk associated with the Tigocash platform.- Monitoring and evaluation the rates on Tigocash platform to assure maximum revenue.- Performed tests on newly applied rates on all Tigocash transactions to point out the defects and errors that were made during the development phases.- Pre and Post implementation test on new Sims to ensure the quality of the product.-SQL Management Studio and ad­hoc scripts to monitor transactions throughproprietary applications.

- Build and install PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards with routine maintenance- Address user tickets regarding hardware, software and networking.- Conduct remote troubleshooting on backup, data and mailbox migrations.- Ensure that work is carried out within agreed service levels and in accordance with department guidelines- Migrating servers from Windows XP to Windows 7 or higher platform.- Due to expertise in hardware and software I have provided outstanding customer service and support to private clients and businesses