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 scripting
Team Leadership skills, Empathetic yet resolute
Able to work with cloud platforms ( Rackspace, Linode, Digital Ocean, AWS)Experienced with CRM software (Zendesk, Kayako, Salesforce, SAP)Experienced in Monitoring Softwares (SoftwaresCacti, Nagios, Zabbix,OpenNMs)
Experienced in managing Databases ( MarioDB, MongoDB, Redis clusters)
Experience with firewall administration and intrusion detection/prevention systems
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