Summary
Overview
Work History
Education
Skills
Accomplishments
Timeline
Generic
GRACE OWUSU

GRACE OWUSU

Accra,

Summary

Highly driven business process executive with a Bachelor's degree in Information Technology. Profound knowledge and ability to build productive relationships and offering years of experience in logistics and supply chain operations, handling data, rendering customer support and project management . Commended for persuasiveness, dependability and intense customer focus and contributing to team success through hard work, attention to detail and excellent organizational and leadership skills .

Overview

7
7
years of professional experience

Work History

I.T Specialist

GBFoods
09.2022 - Current
  • Provide user-friendly, on-hand technological support to employees in multiple locations across Africa, ensuring prompt issue resolution and customer satisfaction.
  • Manage and maintain cloud-based systems, including G Suite for Enterprise and Office 365, to support seamless collaboration and productivity.
  • Handle tickets effectively within service level objectives, consistently meeting or exceeding expectations.
  • Conduct advanced troubleshooting on Mac OS and Windows Operating Systems, resolving hardware and software issues efficiently.
  • Support corporate network environments, diagnosing and resolving common network issues to maintain optimal connectivity.
  • Contribute to various forms of documentation, including processes, policies, training materials, and knowledge base articles, enhancing team efficiency and knowledge sharing.
  • Budget management for the corporate Africa team and reviewing for quarterly analysis.
  • Manage OEMs and suppliers to realign service delivery.
  • Technological approach and automation for enhanced business capabilities.
    Ensure 99% availability of network infrastructure for SAP, captio, and resources for operational
    purposes.
  • Improve specialism expertise through regular training and development. on emerging and
    existing technologies.


Transport Data Analyst & Customer

Guinness Ghana Breweries -Diageo
05.2020 - 08.2022
  • Analyze SAP transactions to build a logical business intelligence model for real-time reporting needs
  • Plan, develop and publish daily inbound and outbound dashboards and visualizations with Tableau, PowerBI and Python.
  • Plan and manage transport operations to ensure operation efficiencies (TAT, Truck utilization, route optimization) and customer service (CFR, OTIFNE, and returns)
  • Create customer support strategy to increase retention by 10%

Import & Export Managing Asst

Guinness Ghana Breweries - Diageo
09.2019 - 05.2020
  • Negotiated freight rates with carriers for international transportation of goods via SAP.
  • Prepared and submitted reports on import and export activity to management.
  • Assisted with problem resolution and dispute management relating to import and export activities.
  • Processed customs declarations and maintained records of customs documents.
  • Prepared shipping documentation, maintaining compliance with US Customs and international regulations.

Process & Payment Managing Asst

Guinness Ghana Breweries-Diageo
08.2018 - 08.2019
  • Timely processing and operating using enterprise resource planning software (SAP) for sophisticated transactions.
  • Timely processing and operating using enterprise resource planning software (SAP) for sophisticated transactions.
  • Provision of statistics (data) on transactions to team via Line manager
  • Managing daily reports to meet department's key performance indicators (KPI).Stock keeping
    (inflow and outflow)
  • Prepare and submit a comprehensive excel report showing the status of POD's and the responsible
    initiatives' to handle
  • Data analyzing and working with the procurement and project management team
  • Working with company applications such as Box, Coupa, Workspace, Concur, Intune Portal, and
    Outlook
  • Conscious update of tracking sheets with the latest and 100% accuracy and conscious effort to
    achieve individual production targets by the end of financial year.

I.T Service Delivery Analyst

Guinness Ghana Breweries PLC
08.2017 - 08.2018
  • Maintain superior customer experience and promote business growth through effective user
    management
  • Applied Excel to prepare monthly, quarterly and annual reports of I.T equipment inventory.
  • Installation, re installation and uninstallation of software / application
  • Update and close tickets logged via calls on the helpdesk system
  • Timely liaising with global I.T service help desk and provision of ESS weekly report
  • Cable installation and troubleshooting networking systems and DBAN of equipment over duration
    and assisting in switch and systems configurations
  • Configure and implement all mobile devices used by sales team via MDM or Intune portal
  • Assisting in induction for IM &S policies and live event training's on business applications
  • Working with company applications such as Box, Coupa, Workspace, Concur, Intune Portal, and
    Outlook.

Client / Registration Officer

Guinness Ghana Breweries PLC
05.2016 - 09.2016
  • Registering clients for tax identification numbers and managing over 50 people per day
  • Registering clients for tax identification numbers and managing over 50 people per day
  • Responsible for all correspondence with regard to registration and using the TRIPS system
  • Transferring of taxpayers to Achimota STO and lodgments of tax returns.

Education

Master of Science - Cybersecurity & Digital Forensics

Nkrumah University of Science And Technology
Kumasi, Ghana
11.2024

Bachelor of Science - Information Technology

University of Ghana
Accra, Ghana
05.2017

Skills

  • Application Installation
  • Troubleshooting Network Issues
  • Training Material Development
  • Analytical and Methodical
  • System Performance Assessments
  • Troubleshooting and Diagnostics
  • Support End-Users
  • Software Release and Rollout
  • Service Desk Team Management
  • LAN and WAN Assessment

Accomplishments

  • Worked on Project Vega as an accomplished project which introduced a transport management system through the collation of analysis of data to coordinate all supply and transport activities as a unified system for Africa and beyond(Diageo)
  • The introduction of Cisco IP telephony live in Ghana market to enhance workplace tools
  • Going live with workplace tools "okta,quip,zoom"
  • DHP system and talent up building system to support businesses
  • Adopting 7 bars to promote diversity and inclusion and sales support
  • SCADA system rebuild for production

Timeline

I.T Specialist

GBFoods
09.2022 - Current

Transport Data Analyst & Customer

Guinness Ghana Breweries -Diageo
05.2020 - 08.2022

Import & Export Managing Asst

Guinness Ghana Breweries - Diageo
09.2019 - 05.2020

Process & Payment Managing Asst

Guinness Ghana Breweries-Diageo
08.2018 - 08.2019

I.T Service Delivery Analyst

Guinness Ghana Breweries PLC
08.2017 - 08.2018

Client / Registration Officer

Guinness Ghana Breweries PLC
05.2016 - 09.2016

Master of Science - Cybersecurity & Digital Forensics

Nkrumah University of Science And Technology

Bachelor of Science - Information Technology

University of Ghana

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