Hi, I’m
GILBERT KUMASSEY-DUGBATEY
Technical Support Engineer
Accra,Greater Accra/Ghana
Summary
Flexible Technical Support Engineer with three years of experience helping clients maintain smooth operations. Expertise in Information systems and fast paced environments. Commended for rapidly and effectively resolving downtime and efficiently integrating new hardware and components.
Overview
8
years of professional experience
7
years of post-secondary education
1
Language
Work History
BF Entertainment LimitedAccra
Technical Support Engineer
11.2021 - Current
Job overview
- Providing prompt and effective technical assistance to customers, utilizing ticketing systems such as Zendesk and Freshdesk.
- Assessing system hardware and software and suggesting modifications to reduce lag time and improve overall speed.
- Advising senior personnel on potential process improvements to increase support quality and expedite ticket fulfillment.
- Responding to customer inquiries, troubleshooting and providing technical assistance over phone, chat and email.
- Communicating with stakeholders to share critical technical information and delivering project updates.
- Collaboration on cases and escalating to the appropriate team through Slack
Standard Focus LimitedAccra
Customer Support Executive
07.2020 - 10.2021
Job overview
- Acting as the first point of contact by providing first-class customer service promptly through live chat and email
- Managing 50+ daily customer calls, answering customer questions, clarifying product offerings, and working to resolve account issues
- Handling customer queries to satisfaction and escalating issues as needed
- Identifying and maximizing sales opportunities through cross-selling and up-selling approaches
- Cultivating and maintaining in-depth knowledge of products, procedures, and policies to provide an accurate and high level of service to customers
- Recording and checking the accuracy and comprehension of data uploaded to the CRM database system.
Ufresh Company LimitedAccra
Marketing Supervisor
02.2018 - 05.2020
Job overview
- Designed and implemented marketing plans for company products to meet customer demands
- Collaborated with the sales team to develop targeted sales strategies to reach the target market
- Answered client queries about product specifications.
- Continually maintained and improved company's reputation and positive image in markets served.
- Analyzed and reported on KPIs to validate and demonstrate success of marketing campaigns.
Best Point Savings and LoansAccra
Back Office Assistant
06.2017 - 10.2017
Job overview
- Responsible for handling the bank vault register
- Created Fixed deposits for bank customers
- Managed the company’s automated machine (ATM)
- Managing online bank transfers
- Clearing of customer cheques
- Managing investment accounts of customers
- Filing bank transaction receipts
Ghana Revenue AuthorityAccra
Filing Clerk
11.2015 - 05.2017
Job overview
- Optimized information gathering and presentations with implementation of practical filing system.
- Prepared new files and assigned tracking identification numbers, resulting in faster retrievals.
- Tracked incoming and outgoing files and materials and maintained accurate records for potential discrepancies.
- Upheld confidentiality of information to avoid potential data breaches and client lawsuits.
- Examined, categorized, and sorted incoming documents.
- Maintained physical and computer-based filing systems.
- Assisted with data entry and administrative support tasks to help meet team goals.
TV3 GhanaAccra
Sports Broadcast Intern
05.2015 - 11.2015
Job overview
- Writing sports stories for a news bulletin and TV3 website
- Gathering statistics through stadiums
- Generated on-air promotional scripts to promote client marketing and advertising initiatives.
- Worked effectively in fast-paced environments.
- Show production
Education
University of GhanaAccra, Ghana
Bachelor of Arts from Information Studies
09.2010 - 06.2014
Sammo Senior High School Cape-Coast, Ghana
High School Diploma
05.2006 - 06.2009
Skills
Performance Optimization
Leadership and Volunteering
Organizer, Church Choir Sammo Senior High School 2008 to 2009
Ambassador for Tigo Raising Readers Initiative
Managing church Twitter Account
Timeline
Technical Support Engineer
BF Entertainment Limited
11.2021 - Current
Customer Support Executive
Standard Focus Limited
07.2020 - 10.2021
Marketing Supervisor
Ufresh Company Limited
02.2018 - 05.2020
Back Office Assistant
Best Point Savings and Loans
06.2017 - 10.2017
Filing Clerk
Ghana Revenue Authority
11.2015 - 05.2017
Sports Broadcast Intern
TV3 Ghana
05.2015 - 11.2015
University of Ghana
Bachelor of Arts from Information Studies
09.2010 - 06.2014
Sammo Senior High School
High School Diploma
05.2006 - 06.2009
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