Summary
Overview
Work History
Education
Skills
Certification
Selfprofile
Timeline
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DESMOND KUUKU FYNN ADAMS

Cantonment

Summary

Experienced professional with a strong background in team leadership and a demonstrated ability to build and maintain relationships with diverse stakeholders. Adept at fostering collaboration within teams and aligning technical solutions with business objectives to drive success. Known for effectively galvanizing teams towards achieving company goals.

Overview

12
12
years of professional experience
1
1
Certification

Work History

Manager, Helpdesk and Strategic Accounts

Comsys Ghana Limited
05.2022 - Current
  • Supervised troubleshooting and resolution of client network/service issues within SLA timelines.
  • Established best practices through the Helpdesk technical support processes.
  • Established team priorities, maintained schedules, monitored performance, and provided constructive feedback to improve skills.
  • Enhanced team productivity by implementing agile methodologies, leading to more efficient project completion.
  • Led cross-functional teams to review and develop a standardized naming convention for all network nodes.
  • Organized training sessions for all clients on the usage of the network monitoring and Self Service portals.
  • Enhanced customer satisfaction by resolving disputes promptly, maintaining open lines of communication, and ensuring high-quality service delivery.
  • Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
  • Implemented customer feedback mechanisms to gather insights and analyze data, using this information to guide strategic planning and decision-making.
  • Achieved departmental goals by developing and executing strategic plans and performance metrics

Strategic Account Manager

ComSys Ghana Limited
11.2016 - Current
  • Served as the primary point of contact for all account-related matters, building trust with key decisionmakers.
  • Developed customized strategies for each account, resulting in stronger partnerships and improved outcomes.
  • Managed a portfolio of over 100 key accounts, ensuring high levels of client satisfaction and retention.
  • Collaborated cross-functionally to address client needs promptly and efficiently.
  • Expanded the company's presence within existing accounts through effective networking and relationship-building efforts.
  • Trained, mentored and motivated staff to instill desire for superior performance.
  • Engaged functional areas across prospect or client organizations to uncover future business opportunities..
  • Delivered an increase in overall revenue by successfully upselling products/services in line with customers' evolving requirements.
  • Created demand by matching business problems to product and service solutions.
  • Coordinated resources from various departments to ensure seamless support for clients' initiatives.
  • Conducted monthly/ quarterly business reviews to assess progress towards goals and identify areas for improvement.
  • Provided exceptional customer service experiences by anticipating needs, offering proactive solutions, and resolving issues quickly when they arose.
  • Negotiated prices, terms of sales, service agreements and renewals, securing long-term commitments from major clients.

IT Officer

Ghana Oil Company (GOIL)
01.2014 - 01.2016
  • Project lead for the production of Goil fuel coupons nationwide
  • Worked with the audit department to audit the production and distribution of fuel coupons nationwide
  • Addressed and successfully resolved client complaints on online Goil Advantage Card transactions
  • Facilitated workshops and training sessions across the regional offices for the adoption and rollout of the Enterprise Resource Planning software (ERP)

IT Support (Internship)

Ghana Oil Company (GOIL)
01.2014 - 12.2014
  • Addressed client complaints on Goil Advantage Card transactions
  • Rectified basic computer and network challenges
  • Assisted in the production and distribution of Goil Fuel Coupons nationwide

IT Support (Internship)

Ghana Oil Company (GOIL)
01.2013 - 12.2013
  • Addressed client complaints on Goil Advantage Card transactions
  • Rectified basic computer and network challenges
  • Assisted in the production and distribution of Goil Fuel Coupons nationwide

Education

MSc. - Management Information Systems

Ghana Institute of Management and Public Administration (GIMPA)
01.2022

BSc. - Management

University of Cape Coast (UCC)
01.2014

Skills

  • Team Leadership
  • Customer Relationship Management
  • IT Service Management
  • Project Management
  • Contract Management
  • Analytical and Complex Problem-Solving skills
  • Time Management

Certification

  • Project Management Institute (PMI), Certified Project Management Professional, 07/01/23
  • Management Development and Productivity Institute (MDPI), Certificate in Client Relationship Management, 01/01/21
  • Cambridge Center of Excellence, Certificate in Project Management, 01/01/20
  • International Organization for Capacity Building, London, Certificate of Higher Education in Business Administration, Procurement and Contract Management, 01/01/15

Selfprofile

Hardworking, innovative and result-oriented professional with exceptional leadership skills and proven agility to multitask, work independently or as part of a team.

Timeline

Manager, Helpdesk and Strategic Accounts

Comsys Ghana Limited
05.2022 - Current

Strategic Account Manager

ComSys Ghana Limited
11.2016 - Current

IT Officer

Ghana Oil Company (GOIL)
01.2014 - 01.2016

IT Support (Internship)

Ghana Oil Company (GOIL)
01.2014 - 12.2014

IT Support (Internship)

Ghana Oil Company (GOIL)
01.2013 - 12.2013

MSc. - Management Information Systems

Ghana Institute of Management and Public Administration (GIMPA)

BSc. - Management

University of Cape Coast (UCC)

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DESMOND KUUKU FYNN ADAMS