CYNTHIA ESINU AKPE-DOE
Accra
Summary
Insightful information technology manager with 10 years of IT leadership experience, including oversight of infrastructure, application support, and security services. Dedicated to customer satisfaction with focused delivery of technical solutions. A proven leader in directing operations, maintenance, and support of complex systems. Develops creative business solutions, leveraging diverse methodologies, and delivers engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and staff training.
Overview
14
14
years of professional experience
Work History
IT Manager
Registrar General's Department
12.2012 - Current
- Improved network efficiency by implementing new server configurations and optimizing system operations.
- Enhanced IT infrastructure security with regular vulnerability assessments and proactive patch management.
- Reduced downtime by promptly addressing hardware and software issues, ensuring minimal impact on business operations.
- Streamlined processes through the automation of routine tasks, increasing team productivity and reducing manual effort.
- Developed custom IT solutions to address specific business needs, driving operational improvements and cost savings.
- Managed vendor relationships for hardware, software, and services procurement, ensuring quality products at competitive prices.
- Implemented robust backup strategies to safeguard critical data against loss or corruption, minimizing potential risks.
- Led a skilled IT team in providing exceptional technical support, fostering a collaborative environment that promoted professional growth.
- Ensured compliance with industry regulations by implementing comprehensive IT policies and procedures covering data privacy, security, and access controls.
- Evaluated emerging technologies to identify opportunities for innovation and improvement within the organization''s IT landscape.
- Facilitated seamless transitions during system upgrades or migrations by coordinating between stakeholders and mitigating potential disruptions to business operations.
- Delivered strategic guidance on technology investments by conducting thorough market research and presenting recommendations to senior leadership.
- Optimized helpdesk performance through process improvements, enabling faster response times and increased user satisfaction levels.
- Championed employee training initiatives focused on enhancing technical skills and promoting best practices across the organization.
- Spearheaded disaster recovery efforts during critical incidents, restoring systems functionality quickly to minimize downtime and maintain business continuity.
- Established a robust IT service management framework based on industry standards such as ITIL, driving quality improvements and operational excellence.
- Conducted regular performance evaluations to identify areas for improvement and develop targeted action plans for continuous enhancement of IT services.
- Contributed to the successful completion of numerous high-profile projects by providing expert guidance on technology strategy, infrastructure design, and implementation best practices.
- Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
- Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
- Oversaw IT department operations and training.
- Created and terminated user's accounts from start to finish in business applications.
- Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
- Updated customers and senior leaders on progress and roadblocks.
- Led and assisted technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
- Worked closely with management teams to plan, develop and execute technical strategies aligned to client's vision.
- Communicated regularly with customers concerning data exchange and technology integration.
Citizen Services Officer
National Commission For Civic Education
09.2012 - 12.2012
- Enhanced customer satisfaction by providing timely and accurate information on various government services.
- Streamlined application processes for improved efficiency and citizen experience.
- Assisted citizens in completing forms and applications, ensuring accuracy and compliance with regulations.
- Collaborated with other officers to develop new strategies for improving citizen services.
- Handled high-volume inquiries from citizens, maintaining a professional demeanor and providing clear communication.
- Maintained up-to-date knowledge of city ordinances, policies, and procedures to provide accurate information to the public.
- Supported community outreach efforts by participating in events and informational sessions about local government programs.
- Contributed to office productivity by maintaining organized files, records, and databases of citizen interactions.
- Liaised with other government agencies to coordinate services, ensuring seamless interaction for citizens across multiple departments.
- Developed training materials for new Citizen Services Officers, fostering consistent service quality throughout the team.
- Completed daily logs for management review.
- Proofread and edited documents for accuracy and grammar.
Sales Officer
BLACK APRK COMPANY LIMITED
06.2012 - 09.2012
- Boosted sales performance by identifying and targeting high-potential leads.
- Developed strategic sales plans for achieving revenue growth and exceeding targets.
- Enhanced customer satisfaction with timely follow-ups and personalized service.
- Cultivated strong relationships, establishing trust and loyalty among clients.
- Streamlined sales processes by implementing efficient CRM systems and tools.
- Trained junior sales staff, mentoring them on best practices and strategies for success.
- Provided exceptional pre-and post-sales support, ensuring client satisfaction at all stages of the process.
- Prepared sales reports with informative graphs and charts to outline key data.
- Responded to customer needs by answering questions and providing detailed information about [Product or Service].
Customer Service Representative
Agricultural Development Bank
06.2010 - 08.2010
- Enhanced customer satisfaction by promptly addressing concerns and providing accurate information.
- Resolved customer complaints with empathy, resulting in increased loyalty and repeat business.
- Collaborated with team members to develop best practices for consistent customer service delivery.
- Maintained detailed records of customer interactions, ensuring proper follow-up and resolution of issues.
- Managed high-stress situations effectively, maintaining professionalism under pressure while resolving disputes or conflicts.
- Contributed to sales growth by upselling products and services based on individual customer requirements.
- Developed rapport with customers through active listening skills, leading to higher retention rates and positive feedback from clients.
Education
MBA - Management Information Systems
UNIVERSITY OF GHANA BUSINESS SCHOOL, LEGON
ACCRA, GHANA10.2020
Bachelor of Science - Mathematics And Computer Science
UNIVERSITY OF GHANA, LEGON
ACCRA, GHANA05.2011
Skills
- Team Collaboration
- Risk Mitigation Planning
- Information Confidentiality
- Database Management
- Project Management
- User Support
Timeline
IT Manager
Registrar General's Department
12.2012 - Current
Citizen Services Officer
National Commission For Civic Education
09.2012 - 12.2012
Sales Officer
BLACK APRK COMPANY LIMITED
06.2012 - 09.2012
Customer Service Representative
Agricultural Development Bank
06.2010 - 08.2010
MBA - Management Information Systems
UNIVERSITY OF GHANA BUSINESS SCHOOL, LEGON
Bachelor of Science - Mathematics And Computer Science
UNIVERSITY OF GHANA, LEGON
Affiliations
- PROJECT MANAGENT INSTITUTE
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