Microsoft 365
CHRISTIAN ABBOSEY
Field Telecom Technician
Greater Accra
Summary
To obtain the position of Service Delivery Manager at Smartinfraco Limited, utilizing 6 years of experience in service delivery, project management, and client relationship management to drive operational efficiency and enhance customer satisfaction. Summary: Highly motivated and results-driven Service Delivery Manager with a proven track record of managing service delivery teams, implementing process improvements, and delivering exceptional customer service. Possesses strong analytical and problem-solving skills, with the ability to identify areas for improvement and implement effective solutions. Excellent communication, negotiation, and interpersonal skills, with the ability to build strong relationships with clients and stakeholders.
Overview
13
13
years of professional experience
Work History
Service Delivery Manager
Smartinfraco Limited
07.2023 - Current
- Coordinated with multiple departments to ensure seamless service delivery across all touchpoints.
- Improved service quality, addressing client concerns promptly and professionally.
- Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
- Led cross-functional teams to achieve project goals on time and within budget.
- Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
- Handled escalated customer issues effectively, resolving problems swiftly while preserving positive relationships where possible.
- Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
- Optimized resource utilization, identifying opportunities for cost reduction and efficiency improvements.
- Fostered strong relationships with clients to maintain long-term partnerships and drive business growth.
Service Delivery Manager
National Information Technology Agency
01.2019 - Current
- Managed team of 8 service delivery professionals and ensured that all client deliverables were completed on time, within budget, and to the highest quality standards
- Worked closely with clients to understand their needs and expectations and identified areas for process improvement.
- Collaborated with cross-functional teams to develop and implement new service delivery processes, resulting in 25% improvement in operational efficiency
- Conducted regular performance evaluations and provided coaching and training to team members to improve their skills and knowledge
- Built strong relationships with clients and stakeholders and ensured that all issues and concerns were addressed promptly and effectively.
Service Delivery Engineer
National Information Technology Agency
03.2016 - 01.2019
- Installed and maintained customer equipment, including, routers, and switches and Wireless access points
- Provided technical support and troubleshooting for customer-end systems, ensuring maximum uptime and availability
- Conducted site surveys to assess customer needs and recommend appropriate solutions
- Worked collaboratively with cross-functional teams to develop and implement network upgrade projects
- Designed and implemented Wireless solutions for clients, resulting in 30% increase in customer satisfaction.
Field Service Technician
Alcatel Lucent (NOKIA)
06.2013 - 02.2016
- Discussed and recommended service options with customers and explained costs involved.
- Followed safety procedures to avoid injuries in field.
- Installed new equipment and explained operation and routine maintenance protocols to customers.
- Troubleshooted issues at customer sites
- Troubleshooted issues on eNodeB sites
- Resolved Customer related issues within the time frame
Field Service Technician
Huawei SA Ghana Limited
10.2011 - 05.2013
- Followed safety procedures to avoid injuries in field.
- Installed new equipment at eNodeB sites.
- Performed routine maintenance at eNodeB sites.
- Worked with other departments to resolve issues on site.
Education
Associate - Azure Administration
American Council On Education
03.2023 - 03.2023
Expert - Azure Solutions
American Council of Education
03.2023 - 03.2023
Bachelor of Science - Accounting
University of Professional Studies
Accra, GhanaSkills
Service delivery management
Project management
Client relationship management
Process improvement
Team management
Communication and interpersonal skills
Problem-solving and analytical skills
Software
Unifi Networks
Microsoft Azure Administrator Associate
Microsoft Azure Solutions Architect Expert
Huawei Networking
GrandStream VOIP
Timeline
Service Delivery Manager
Smartinfraco Limited
07.2023 - Current
Associate - Azure Administration
American Council On Education
03.2023 - 03.2023
Expert - Azure Solutions
American Council of Education
03.2023 - 03.2023
Service Delivery Manager
National Information Technology Agency
01.2019 - Current
Service Delivery Engineer
National Information Technology Agency
03.2016 - 01.2019
Field Service Technician
Alcatel Lucent (NOKIA)
06.2013 - 02.2016
Field Service Technician
Huawei SA Ghana Limited
10.2011 - 05.2013
Bachelor of Science - Accounting
University of Professional Studies
Similar Profiles
Akhiym AlfredAkhiym Alfred
A-Class Fitter, Millwright at DAMUS LIMITED,SIS LIMITED,TRINWELD, D. Rampersad and Company Limited and other contractorsA-Class Fitter, Millwright at DAMUS LIMITED,SIS LIMITED,TRINWELD, D. Rampersad and Company Limited and other contractors
Azhar ShaikhAzhar Shaikh
Credit Manager at Tata Capital Limited (Tata Motors Finance Limited Merged with Tata Capital Limited)Credit Manager at Tata Capital Limited (Tata Motors Finance Limited Merged with Tata Capital Limited)
Mayank PareekMayank Pareek
Sap Hana Module User, Oracle ERP User at Adarsh Marketing, Asian Paints Limited ,Berger Paints India Limited, JSW Paints Private LimitedSap Hana Module User, Oracle ERP User at Adarsh Marketing, Asian Paints Limited ,Berger Paints India Limited, JSW Paints Private Limited
Marvelous ArkuMarvelous Arku
Technical Manager at Zeepay Company LTDTechnical Manager at Zeepay Company LTD
ANTHONY KWEI ORRACA-TETTEHANTHONY KWEI ORRACA-TETTEH
Responsibility at Softwind OA ConsultResponsibility at Softwind OA Consult