AUGUSTINE ODURO
Accra north,Ghana
Summary
Dedicated and results-driven IT Service Management (ITSM) professional with over five years of hands-on experience in Incident Management, Change Management, Asset Management, and CMDB administration. Known for delivering seamless IT operations and aligning services with business objectives, I am passionate about optimizing processes and driving efficiency through automation and collaboration.
One of my most notable achievements includes spearheading the activation of a Business Continuity Plan (BCP) to restore branch operations within three days following a fire incident, ensuring minimal disruption to customers.
Proficient in service desk automation, proactive system monitoring, and digital solution integration, I bring a unique ability to streamline workflows, foster cross-functional teamwork, and resolve high-impact IT issues effectively. My expertise in implementing ITIL best practices ensures a structured approach to service delivery while continuously improving IT operations to meet organizational goals.
I am eager to leverage my experience and passion for ITSM to contribute to roles that prioritize service excellence and process improvement. Experienced professional with focus on management and team leadership. Capable of driving projects to successful completion through strategic planning and strong interpersonal skills. Known for fostering collaborative environments and delivering consistent results.
Overview
13
13
years of professional experience
4043
4043
years of post-secondary education
1
1
Certification
Work history
MANAGER IT SERVICE SUPPORT
CONSOLIDATED BANK GHANA LIMITED
05.2023 - 02.2025
- Provide strategic oversight for Change and Incident Management
- Develop policies that align with organizational objectives and minimize disruptions
- Allocate resources effectively to support change and incident management processes
- Lead and manage the IT support team to deliver timely and effective services
- Ensure alignment with the overall IT strategy and goals of the bank
- Motivate team members to deliver in line with set objectives
- Contribute to the development and implementation of IT service support policies, procedures, and standards
- Ensure high-quality and consistent service delivery to users
- Manage the operations of the IT service desk and allocate resources efficiently
- Ensure timely provision of service support to users
- Collaborate with other IT teams to ensure seamless delivery of IT services
- Minimize disruption to users during service delivery
I.T INCIDENT MANAGER
CONSOLIDATED BANK GHANA LTD
01.2021 - 05.2023
- Act as the first point of contact for the escalation of IT Incidents
- Own the operational incident management process by monitoring, tracking, escalating, and overseeing resolution efforts relating to identified incidents
- Engage internal lines of business and disseminate information regarding the incident to internal lines of business or external customers
- Work with other units within the IT Department and other departments to resolve incident
- Analyze incidents and coordinate meetings with impacted parties to determine root cause and disseminate information frequently until the incident has been resolved
- Work with department subject matter experts to develop new and/or revise policy and procedure documents and forms
- Liaise with relevant stakeholders to facilitate resolution of questions, comments, and suggestions to cooperatively achieve the best product possible
- Monitor resolved incidents to ensure that the Service Level Agreement are complied with
- Identify, initiate, schedule, and conduct incident reviews
- Ensure the closure of all resolved and end-user confirmed Incident records
- Provide guidance to the Incident Process Coordinators
- Establish continuous process improvement cycles after the process performance, activities, roles and responsibilities, policies, procedures and supporting technology is reviewed and enhanced
- Work with end users to schedule delivery and installation
- Act in the absence of Unit head for all issues requiring the attention of IT Service Management
I.T END USER SUPPORT OFFICER
CONSOLIDATED BANK GHANA
01.2019 - 01.2021
- IT Support relating to technical issues involving Microsoft’s core business applications and operating systems
- Basic technical support at the network level: WAN and LAN connectivity, routers, firewalls, and security
- Service Ticketing system/application data entry and queue management
- Support of disaster recovery solutions
- Basic remote access solution implementation and support: VPN and Remote Access
- Monitor the remote monitoring and management system alerts and notifications and respond accordingly through service tickets
- System documentation maintenance and review
- When onsite at customer locations, this Level 1 Technician will perform installations including desktop and software packages, end user moves, adds, changes and work with end user to schedule delivery and installation
IT SERVICE DESK REPRESENTATIVE / E-BANKING
UNIBANK GHANA LIMITED/CONSOLIDATED BANK GHANA LTD
10.2018 - 01.2019
- Lead the daily activities of the Level I & II technical support staff
- Assign, monitor, and evaluate all repair and maintenance work performed by the technical support staff to ensure reliability of performance
- Work with the Service Desk Manager in the development and implementation of all technical aspects of the local technology plan
- Resolve issues that may arise and anticipate the member’s needs and make the appropriate recommendations to help members avoid issues in the future
- Assist staff and customers with Internet Banking, BillPay and TeleBank questions and problems
- Creating user credentials and reset login for staff on various platforms and portals e.g T24/R15, NHIS, R08, E-Learning, Aperta, Active Directory Management (Adm)
- Setup printer and Outlook email for various department and branches
- Provides first tier support and troubleshooting for Internet (Browser / Internet level troubleshooting)
- Field incoming requests to the Service Desk via both telephone and e-mail to ensure courteous, timely and effective resolution of end user issues
- Prioritize and schedule problems
- Escalate problem (when required) to the appropriately experienced technician
- Assist customers in the online banking enrolment process and setup of pending applications
- Help customers with questions and issues regarding online banking and bill payment
- Reset PINs when needed for customers-MasterCard pins, Internet Banking Login Reset etc
- Assist our personal and business customers on the phone when they get locked out of their online banking and need password resets
- Process E-Statement requests and forward stop payments to customer service
- Assist customers to ensure they are using the correct browser for their electronic device
- Respond to customers’ email inquiries received from online banking and our website
- Provide support to our consumers that use online banking, POS, remote deposit capture and bill pay
- Help team when there is a debit card breach at a merchant
CUSTOMER EXPERIENCE OFFICER
UNIBANK GHANA LIMITED
01.2014 - 01.2017
- Receive inbound calls from customers and provide adequate information to customers’ enquiry
- Liaise with the various branches and department to resolve customer complaints
- Escalate pending complaints to supervisor within 24hours
- Make outbound calls to new customers opened within 2 weeks
- Monitor the efficiency of ATMs through the S1 portal and Gasper Vantage on daily basis and report faulty ATM to E-Banking for immediate attention
- Send daily and monthly ATM monitoring report to supervisor
- Conduct Customer satisfaction surveys every quarter
- Maintain a database of all inbound and outbound calls
- Tele sells the bank’s products and services to existing and prospective customers
- Confirm details of Banc assurance policy holders before first deduction
- Handle enquiries regarding features, deductions, and other general enquiries
- Rout calls to other branches and departments
BULK TELLER
UNIBANK GHANA LIMITED
01.2012 - 01.2014
- Counting of bulk cash received from customers during the day
- Wrapping of bulk cash
Education
MSc. - Management Information Systems
COVENTRY UNIVERSITY COLLEGE
Coventry 05.2020 - 06.2022
Cisco Certified Network Associate -
GHANA-INDIA KOFI ANNAN CENTRE OF EXCELLENCE IN ICT
AccraBSc. - Information Technology
BLUE CREST UNIVERSITY COLLEGE
01.2014 - 01.2016
Certificate - IT for business success
HP FOR LIFE E-LEARNING
Certificate - system engineering
IPMC
01.2013 - 03.2014
W.A.S.S.C.E - undefined
OBIRI –YEBOAH SEC, SCH.
01.2003 - 01.2006
Skills
- IT Incident Coordination
- Change Management
- IT Service Management
- IT Service Desk Analyst
- Customer Success
- IT Asset Management
- Process Automation
- Leadership in diverse environments
Certification
ITIL 4 CERTIFIED
References
- George Mensah, Director of Technology, CBG
- Mr. Bernard Taylor, Former Head IT Service Management, CBG, 0577656177
- Jeremiah Osekra, General Manager IT Operation, CBG, 026444888
Timeline
MANAGER IT SERVICE SUPPORT
CONSOLIDATED BANK GHANA LIMITED
05.2023 - 02.2025
I.T INCIDENT MANAGER
CONSOLIDATED BANK GHANA LTD
01.2021 - 05.2023
MSc. - Management Information Systems
COVENTRY UNIVERSITY COLLEGE
05.2020 - 06.2022
I.T END USER SUPPORT OFFICER
CONSOLIDATED BANK GHANA
01.2019 - 01.2021
IT SERVICE DESK REPRESENTATIVE / E-BANKING
UNIBANK GHANA LIMITED/CONSOLIDATED BANK GHANA LTD
10.2018 - 01.2019
CUSTOMER EXPERIENCE OFFICER
UNIBANK GHANA LIMITED
01.2014 - 01.2017
BSc. - Information Technology
BLUE CREST UNIVERSITY COLLEGE
01.2014 - 01.2016
Certificate - system engineering
IPMC
01.2013 - 03.2014
BULK TELLER
UNIBANK GHANA LIMITED
01.2012 - 01.2014
W.A.S.S.C.E - undefined
OBIRI –YEBOAH SEC, SCH.
01.2003 - 01.2006
Cisco Certified Network Associate -
GHANA-INDIA KOFI ANNAN CENTRE OF EXCELLENCE IN ICT
Certificate - IT for business success
HP FOR LIFE E-LEARNING
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