JAMES KOJO ABBAM
Accra
Summary
A highly skilled IT professional with extensive experience in banking applications support, payment gateway integration, IT service management, document management systems, and service desk operations.
Efficient professional with background providing technical support for end-users in setting. Known for actively listening to user concerns, effective troubleshooting, and resolving issues quickly. Committed to exceeding customer expectations to maintain high levels of satisfaction.
Overview
14
14
years of professional experience
Work History
Senior Banking Applications & IT Support Analyst, Non-CBA Support
Ecobank Ghana
01.2016 - Current
- Manage IT Service Desk operations, ensuring prompt ticket assignment, tracking, and resolution within SLA.
- Provide technical support for end-users, resolving IT-related inquiries and system issues efficiently.
- Apply customer experience (CX) principles to enhance service delivery and user satisfaction.
- Escalate unresolved issues to specialized teams or vendors, ensuring minimal downtime.
- Analyze support trends to improve IT response times and optimize system performance.
- Manage Ecobank’s CyberSource Payment System, handling merchant onboarding, API integration, and payment gateway setup.
- Conduct User Acceptance Testing (UAT) for system upgrades and fixes, ensuring stability before production deployment.
- Lead the implementation and support of DocuWare, streamlining enterprise document management and workflow automation.
- Provide technical support for banking applications, including SWIFT, ACH, Treasury, and Payments.
- Facilitate merchant enrollment, guiding customers through seamless payment integration for their websites.
- Oversee production go-live and post-migration support, ensuring minimal downtime and transaction efficiency.
- Monitor system health, troubleshoot integration issues, and escalate critical problems to vendors when necessary.
- Collaborate with business units, IT teams, and third-party vendors to enhance application performance.
- Ensure 99.9% system uptime and 99.5% service fulfillment, contributing to business continuity.
- Lead data backup, security, and vulnerability remediation efforts to safeguard banking systems.
National Service - IT Support
Ecobank Ghana
01.2014 - 01.2016
- Supervised and coordinated the installation and configuration of ATMs and Point of Sale (POS) devices across branches and merchant locations.
- Ensured preventive maintenance for ATMs and POS terminals, working with vendors for timely servicing.
- Monitored ATM and POS device performance, reporting faults and ensuring prompt troubleshooting and resolution.
- Assisted in network connectivity support for merchant sites and other locations hosting ATMs and POS systems.
- Performed software installations and configurations for ATMs and POS devices.
- Conducted end-to-end testing for new banking products and card services.
- Assisted in resolving technical issues related to new card services and electronic banking solutions.
Assistant Manager
Genuine Products Limited
06.2013 - 06.2014
- Handled customer interactions, resolving complaints and ensuring excellent service delivery.
- Assisted customers in product selection, cross-selling appropriate solutions to meet their needs.
- Managed daily operations, including report writing and customer engagement tracking.
- Recorded and maintained meeting minutes for internal business reviews.
Assistant Programs Manager & Personal Assistant
Development Solution Centre
08.2012 - 05.2013
- Provided administrative and operational support to the General Manager.
- Prepared and submitted monthly reports on project activities and performance.
- Monitored and coordinated daily activities to ensure operational efficiency.
Head of IT Support
Nikwes Resources
12.2011 - 08.2012
- Managed IT operations, office administration, and documentation processing.
- Supervised database management and data entry activities for company records.
- Coordinated IT support services, including troubleshooting and maintenance.
Education
Bachelor’s Degree - COMPUTER SCIENCE AND MANAGEMENT
WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE
Skills
- Enterprise Document Management
- Banking Systems Support
- Payment Gateway Integration
- User Acceptance Testing
- Change Management
- IT Service Desk Operations
- Ticket Management
- Customer Experience
- Technical Support
- Incident Management
- SLA Compliance
- Vendor Management
- ITIL Service Management
- Problem Resolution
- Business Continuity
- Disaster Recovery
- Databases
- Data Structures
- Cybersecurity
- Vulnerability Remediation
- IT Infrastructure
- Network Support
- Automation
- Performance Optimization
- Compliance
Accomplishments
- General Secretary, GHAMSU (Winneba Secondary School)
- Naval Cadet Commander – Leadership & Discipline Training
- Youth Organizer – Pokuase Methodist
References
- Mr. Edem Dzidzienyo, Programs Manager, Development Solution Centre, +233-265487019
- Charles Nornoo, CEO, Genuine Products Limited, +233-264310149
- Emelia Koranteng-Yorke, Head, Non-Core Banking Applications, Ecobank Ghana, +233-244630181
Hobbies and Interests
- Reading
- Listening to Country Music
- Exploring New Ideas & Networking
Professional Development And Memberships
Continuous learning in Cloud Computing, IT Security, and Digital Payments
Projects And Achievements
- Led the successful integration of CyberSource for multiple merchants, enabling secure and efficient online transactions.
- Reduced downtime for banking applications by 30% through proactive system monitoring and troubleshooting.
- Implemented and supported DocuWare, improving document management efficiency and workflow automation.
- Improved IT support efficiency by optimizing ticket resolution times, ensuring SLA compliance.
- Strengthened cybersecurity measures, ensuring compliance with banking regulations.
Languages
English
First Language
Education & Certifications
- Bachelor’s Degree in Computer Science & Management – Wisconsin International University College
- ITIL Level 2 Certification
- Intermediate Certification in Information & Cyber Security
- AWS Certified Solutions Architect – Associate
- Microsoft 365 Administrator (MS-102)
Timeline
Senior Banking Applications & IT Support Analyst, Non-CBA Support
Ecobank Ghana
01.2016 - Current
National Service - IT Support
Ecobank Ghana
01.2014 - 01.2016
Assistant Manager
Genuine Products Limited
06.2013 - 06.2014
Assistant Programs Manager & Personal Assistant
Development Solution Centre
08.2012 - 05.2013
Head of IT Support
Nikwes Resources
12.2011 - 08.2012
Bachelor’s Degree - COMPUTER SCIENCE AND MANAGEMENT
WISCONSIN INTERNATIONAL UNIVERSITY COLLEGE