I.T Head
Call2Customer Ghana Ltd.
Total years of experience :12 years, 9 Months
Call2customer Ghana Ltd. is India Based IT Services Provider Company & started operations in Ghana in 2012. My Job responsibilities include:
- Responsible for exploring new technologies in regards to Internet Distribution and providing network solution to different ISP’s.
- Develop new strategies, tactics, and plans for future growth of company’s database. Generate reports based on facts.
- Key Responsible area also includes monitoring and reducing daily running cost of the Company.
- Responsible for finalizing the day to day requirement of equipments like Radios, Wi-Fi Devices, Routers, Switches and base stations to extend and keep network updated.
- Build up a better customer relationship, understand their needs, and meet there requirements without compromising with the company profits.
- Maintain long lasting customer relationships.
- Represent the company’s business policies in various conferences, trade fairs, and networking events to attract more and more clients.
- Effectively communicate the value proposals with different presentations.
- Make amendments to the team if necessary.
- Travel across various countries if required to attend various seminars, and events.
- Coordinate the sales operations with all the other departments of the company.
- Establish performance goals for each employee, and monitor if the employee is able to meet the expectations or not.
- Continuously motivate the sales team, and inspire them to stay focused on company’s goals.
- Seek out new customers, and sales opportunities to help build up the empire.
Mara-ison Technologies -December 2010 - November 2013
Role: Country Delivery Manager
✓ Leading the Country IT Support team of Airtel Ghana. Team comprising of 40 associates involve in different project with typical responsibilities of managing the end to end operation including transition, service delivery, process maintenance, staffing requirements and performance management.
Major Operations Handled:
Airtel Ghana End user support
- Transitioning operations from the existing IT Team in Airtel Ghana and setting up Mara-
Ison support team at onsite and different remote location with in Ghana.
- Providing leadership and direction to the IT support Team by understanding SLAs for Service Units and ensuring that an appropriate level of application and service quality is delivered.
- Involved in the overall Service Delivery involving maintenance of Serviced within defined
SLAs.
- Overseeing the operational processes related to the quality of Service delivery.
- Establish and modify Infrastructure support policies and procedures to meet the define SLA's.
- Interacting with other Service Units for smooth execution of day to day operations and effective process flow.
- Performance Management
- On-call Manager for IT support for Airtel Ghana.
- Ensuring prompt response to customer grievances focusing on customer-satisfaction.
- Reviewing Incidents & Request Task Reports and processing Problem records to identify the root-cause of major and repetitive outages to alleviate recurrence of such outages.
Avaya SPOC for Airtel Ghana
- Responsible of setting up a Technical support team for Airtel call center.
- Single point of contact for Client in the migration plan from existing CIC technology to Avaya technology.
- Responsible of providing an effective IT Service whilst maintaining high service availability and reducing cost.
- Successfully achieved the transition plan for the transition of services provided by the previous service provider to Mara- Ison support team.
- To ensure high availability (24 x 7) and performance (against SLA) of all networks and servers, to provide dependable, highly secure, real-time access to customer care associates and information systems.
- Implemented ITIL processes to assure trouble free release of new or upgraded solutions
IBM NWSM (Airtel Ghana)
- Recruited the team of 26 Members for End user support at six different locations of Airtel Ghana.
- Major role Player in preparing transition plan from the existing end user support team to Maraison team.
- Responsible of creating operations supporting documents in the Co-ordination with Support team.
- As a CDM directly interacting with IBM and Airtel Management regarding Changes, Request and escalations.
- Responsible of all the Taxes and liability on the Company to be paid on time in the Co-ordination with finance team.
- Interacting with new clients to understand their requirements and Co-ordinate accordingly with Sales team.
Comviva (Airtel Ghana)
- Responsible of Hiring the team of 5 Members for VAS support for Client Comviva.
- As a CDM Administratively managing the Comviva team.
- Interacting Comviva India management in regards to the performance of team in Ghana further responsible of preparing the action plan for them.
KYC (Know your customer) support - Airtel Nigeria (Dec 2010 to April 2011)
- Deployed team of 19 localities Nigerians in 8 states of Nigeria to support KYC application including Service
Desk setup of 4 engineers
- Responsible for planning and coordinating all Process Management activities.
- Training - Preparation, Coordination of Training Session, Maintaining Attendance, Feedback and Evaluation
- Fully involved in the up gradation of KYC application with the Co-ordination of IBM developers and hardware
related issues
- Single point of contact in between support team and Client.
Dell Perot Systems (India) - May 2007- November 2010
Role: Associate Data center Operations
Experience on several iSeries server transitions. Which include understanding the client
requirements, creation of documents (SOP) & training team member.
- Data center support for AS/400, Windows platform.
- Responsible of maintaining media inventory using BRMS.
- Responsible of user data on client request.
- Responsible for day to day operations involving monitoring Queues, health checks, remote administration of systems in a production environment.
- Performing day to day admin activities like managing Tape drives, managing system hardware and system performance.
- Checking the Object and DB errors in MIMIX and restarting it.
- Using various IBM job schedulers for starting and monitoring various schedules as a part of operations team.
- Identifying, Isolating, troubleshooting and reporting on problems.
- Report generation of log files.
- Checking the status of backups, investigating the error if it fails and rerunning the backups.
- Quick response to the problems to meet the SLA and real time monitoring of servers and troubleshooting day to day issues.
- Knowledge of AS400 LPAR production support environment.
- Knowledge of varied technologies/Operating systems/ and administrations skills. Process oriented approach and logical analysis is a key skill.
- Updating the Standard Operating Procedures.
- PTF Management. Installing and applying PTFs.
- Starting backups based on client requests - daily, weekly and monthly backups using BRMS tool.
- Managing Subsystem and Job queues during Month end backup.
- Changing the job priority of jobs as per the client request.
- Managing the jobs (Interactive and Batch jobs)
- Excellent Skills on Remedy Ticketing Tool.
Creative Skulls (India) - Feb 2005 - Apr 2007
Role: Network Admin. & AS400 Operations
- Checking System status
- Checking disk status.
- Checking if any Hardware message is there or not
- Checking if any message needing a reply is there in qsysopr queue.
- Pinging any remote site to check remote connectivity is fine.
- Checking LOG to confirm whether last night backup finishes successfully or not.
- Checking Ethernet line & Controller are varied on or off.
- Checking JOB SCHEDULED entries & verifying status of jobs.
- Monitoring Jobs & Job queues.
- Provide Network support.
- Provide Wireless Network support.
- Provide hardware & software support.
& we have other task also like taking backups.
1 Daily backup (changed objects)
2 weekly backup (NON sys backup)
3 Monthly backup (entire system)
Graduation (Kalinga Univ.) (2002-05) Professional Training and Continuing Education ITIL V3 Foundation Certified Cisco Certified Network Associate (640-607) Avaya Sales professional.
Intermediate (IGNOU) (2001-02)
Matriculation (C.B.S.E Board) (1996-97)