Summary
Overview
Work History
Education
Skills
Projects
Timeline
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HILARY AKORLI

Service Delivery Supervisor
Accra

Summary

An experienced telecommunications infrastructure engineer with over 10 years of experience in providing critical system administration solutions and infrastructure management.

Analytical and detail-oriented approach with a track record of meeting and exceeding service level agreements. Strong leadership and communication skills, dedicated to delivering outstanding customer support.

I aspire to contribute my knowledge and skills as a systems expert in a progressive corporate environment in which these skills are relevant and appreciated.

Overview

11
11
years of professional experience
5
5
years of post-secondary education

Work History

Service Delivery Supervisor

Rancard Solutions
Accra
01.2018 - Current
  • Lead the service delivery team to ensure that service delivery uptime is maintained at 99.97%
  • Identify and address customer needs and concerns, and develop solutions to resolve application issues
  • Design and implement a new network infrastructure, including switches, routers, and firewalls
  • Ensure customer satisfaction by testing and reviewing code from software analysts prior to releasing products
  • Work with the software development team to troubleshoot and resolve issues with the platform and infrastructure
  • Coordinate disaster recovery efforts and develop contingency plans to ensure the availability of critical systems in the event of a disaster
  • Recruit, train, and mentor new team members
  • Collaborate with IT and other departments to ensure compliance with security standards
  • Successfully devised and implemented a strategy to reduce platform infrastructure running costs by approximately 17% in 2019 and 45% in 2020
  • Led the technical team to develop an SDP for Vodafone Ghana to manage their VAS to prevent illegal subscriptions.


Service Delivery Analyst

Rancard Solutions
Accra
01.2016 - 01.2018
  • Led the migration of the company's infrastructure from on-premises to the cloud, resulting in a 40% reduction in infrastructure costs
  • Successfully automated system administration operations to reduce human errors and increase productivity by 30% in other business areas
  • Successfully optimized service delivery processes which resulted in a 45% spike in revenues between 2016 and 2017
  • Led a team of Service Delivery Analysts to achieve an average monthly service delivery uptime of 99.96% from 96.70%


Technical Support Analyst

Rancard Solutions
Accra
01.2012 - 01.2016
  • Successfully implemented the Rancard Mobility Service (RMS) platform on over 20 mobile networks in Africa, the Middle East, and Eastern Europe for the Gmail to SMS service
  • Successfully migrated the Rancard RMS database to a high-end server which increased revenue by 40%
  • Implemented a new technical support process that resulted in a 25% reduction in call resolution time


Education

Certificate in Linux / Database Administration -

reilly School of Technology
01.2012 - 05.2013

BSc - Computer Science

Regent University College of Science and Technology
01.2008 - 05.2011

Skills

Experienced with Windows and Linux operating systems including bash/shell scriptingundefined

Projects

  • Set up Rancard's Data Recovery Site in London, England.
  • Technical Assistant : Lead, Gmail to SMS Integration for Google.
  • Project : managed two Digital Rewards campaign Diageo and AB InBev
  • Product : managed the deployment of USSD APP & a management platform for NTHC

Timeline

Service Delivery Supervisor

Rancard Solutions
01.2018 - Current

Service Delivery Analyst

Rancard Solutions
01.2016 - 01.2018

Technical Support Analyst

Rancard Solutions
01.2012 - 01.2016

Certificate in Linux / Database Administration -

reilly School of Technology
01.2012 - 05.2013

BSc - Computer Science

Regent University College of Science and Technology
01.2008 - 05.2011

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HILARY AKORLIService Delivery Supervisor