PAUL ACQUAH

• Designed architecture strategies for large-scale system-wide application deployments
• Reviewed business success drivers, applying strategic prioritization to future architectural updates.
• Communicated software architecture strategies and integration frameworks to senior leadership and third-party business leaders
• Authored development guidelines to expedite application design efforts through ready-made frameworks This shortened development time
• Formed deployment strategies for software updates at multi-platform organizations using BMC Remedy ARS and ServiceNow platforms.
• Created migration strategies to bridge development gaps between existing software architecture and future updates.
• Maintained current and in-depth understanding of business processes, needs and objectives

• Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations
• Reviewed and assessed architecture design, implementation, testing, and deployment needs to identify project requirements and costs
• Investigated system issues and implemented resolutions to reduce downtime
• Maintained authoritative knowledge in the BMC Remedy Products through continued education and ongoing training
• Collaborated on stages of the systems development lifecycle, from requirement gathering to production releases
• Revised, modularized, and updated old code bases to modern development standards, reducing operating costs and improving functionality
• Designed reusable and reliable code for use within distributed cloud environments
• Contributed ideas and suggestions in team meetings and delivered updates on deadlines, designs, and enhancements

Some selected achievements:

• Successfully re-engineered and optimized master child relationship OOTB code that increased the performance of that part of the application by 75 percent in incident relationship creation and achieved performance gains in master child incident resolution. This led to the high operational efficiency of the NOC, which relies heavily on this part of the application for their daily ticketing relationship operation
• Supporting our L1s and L2s in analyzing log files for problematic codes and SQL queries to ensure that the Remedy environment is highly available to avoid any downtime that could lead to revenue loss to the client
• Offering mentorship to L1 and L2, ensuring there is a succession plan for business continuity
• Successfully designed and implemented the solution for the CMDB class extension beyond what BMC provides to accommodate Network elements for client business in the telecommunication space
• Led a team of other developers for the successful migration of client Remedy applications from Remedy 8 to Remedy 18.8; and from 18.8 to 20.02 to align with the client's strategic business objective of onboarding other African OPCOs and position them to render Remedy as a Service. This included documenting customization, training, and developing a further enhancement to the customer Remedy environment for operation efficiency and profit maximization
• Successfully organized a POC, from requirement gathering to implementing the customer business requirement on the ServiceNow platform within the shortest possible time, reducing the estimated client time by 25%. The client was amazed with the outcome within the limited time at our disposal.
• Exceeded customer requirements with accurate and deliverable solutions
• Provided reporting for forecast analysis and ad-hoc reporting in support of decision-making systems for our major client in Ghana.

• Promoted efficiency among departments with prompt resolution of system issues
• Installed, supported, and maintained company hardware and software infrastructure according to best practices
• Resolved a diverse range of technical issues across multiple systems and applications for customers and end-users across various shifts.
• Assisted with updating technical support best practices for use by the team
• Analyzed, troubleshoot, and enhanced network performance to drive efficiency

Some Selected Achievements:

• Saved the company about $30K by developing a revenue assurance report which the company intended to give to an external consultant. This report involved tracking down real-time revenue assurance-related incidents with snapshots of cost and their revenue impact on the organization. It was estimated that this report enabled the Revenue assurance team to recover about $70000 that would have been lost in revenue
• Managed Spotfire, a business intelligence and analytical tool; and BMC Remedy, the ITSM tool for MTN Ghana Operation, and ensured that IT Value to the business was enhanced by embarking on paperless projects by automating all business Requests and Approvals on Remedy and providing reporting service to the other business units such as Marketing, Sales and Revenue Assurance
• Providing IT management with reports on the service desk team and staff performance This increased the operational efficiency of the entire IT division through scientific measurement of staff output using key KPIs and metrics
• Coordinated a team comprising engineers, managers, and senior managers towards the resolution of a critical billing application problem within two months for the MTN Ghana Call Centre, improving the customer response time by about 20 percent.