FELIX TETTEH OKLEY

• Managing information technology and computer systems to ensure 99.9% uptime.
• Controlling and evaluating IT and electronic data operations to achieve a 98% success rate in data processing tasks.
• Ensuring security of data, network access, and backup systems, maintaining a 100% compliance rate with security protocols.
• Acting in alignment with user needs and system functionality to meet organizational policy, achieving a 95% user satisfaction rate.
• Identifying problematic areas and implementing strategic solutions within a 48-hour resolution window.
• Auditing systems and assessing their outcomes, completing audits within 7 business days and achieving a 90% compliance rate with audit recommendations.
• Handling the system’s budget and ensuring cost effectiveness, maintaining expenses within 5% of the allocated budget.
• Managing software development projects to ensure 90% of projects are completed on time and within budget, with a 95% acceptance rate for deliverables.

• Installing and configuring client computer systems to meet specified performance benchmarks within 2 hours.
  • Responding to client IT support requests within a 1-hour response time target.
  • Maintaining low Average Resolution Time (ART).
  • Conducting client meetings to diagnose software, networking, or hardware issues within a 30-minute diagnostic time frame.
  • Providing technical support on-site or via remote-access systems, ensuring resolution times align with a 4-hour SLA.
  • Offering solutions that meet the client's needs and adhere to performance metrics, achieving a 90% first-time resolution rate.
  • Repairing hardware malfunctions, software issues, and networking problems within a 3-hour repair time standard.
  • Maintaining good client relations with a focus on achieving a 95% client satisfaction score.
  • Tracking and managing work records to ensure 100% accuracy and compliance with record-keeping standards.
  • Compiling job reports that reflect key performance indicators, submitted within 24 hours of job completion.
  • Keeping abreast of changes in standards, technologies, or methodologies, ensuring continuous professional development with at least 20 hours of training per quarter.
  • Setting and monitoring targets for support staff, focusing on improving and developing performance and knowledge to ensure that SLAs are met and performance metrics, such as achieving a 95% SLA compliance rate, are achieved.

• Assisting the IT Manager in delivering excellent tech support to units, achieving a 95% satisfaction rate from supported units.
  • Troubleshooting computers and networks, resolving 85% of issues within 2 hours.
  • Installing and troubleshooting Windows Operating Systems with a 98% success rate within 4 hours.