KWAME ANTWI

Application Support Manager

EPROCESS INTERNALTION GH

ACCRA

01.2011 - 01.2024

In my transition from Application Support Officer to Manager, I've made a significant impact on our organization
By focusing on key areas, I've demonstrably improved efficiency, user experience, application stability, and team knowledge
Firstly, I played a key role in developing and managing the support team, leading to faster issue resolution times and streamlined processes
Secondly, prioritizing user needs allowed me to implement solutions that enhanced application usability and reduced user frustration
Thirdly, I ensured stronger application stability by overseeing proactive measures to identify and prevent issues, minimizing downtime
Finally, I fostered a more knowledgeable and capable team through training and mentoring junior colleagues, ensuring a strong foundation for continued success
Business Intelligence: I spearheaded the implementation or upgraded the Reporting Application to the latest version in the market, resulting in a 50% reduction in average resolution time
Developed and executed comprehensive training programs, increasing team technical proficiency by 40%
Led a project to integrate Single Sign On (SSO) as the new form of authentication on the platform, enhancing application reliability and reducing downtime by 80%
Streamlined communication channels within the team, fostering better collaboration and reducing internal miscommunications by 50%
Developed a comprehensive knowledge base system, empowering users to self-solve issues and reducing support team workload by 15% (Knowledge Sharing & Efficiency)
Mentored and coached a team of support specialists, increasing team productivity by 10% and fostering a culture of continuous improvement
I Collaborated with vendor and other support teams to identify and proactively resolve application bugs, minimizing user downtime and ensuring application stability
Initiated regular performance reviews and feedback sessions, driving a 15% increase in team productivity.

Similar Profiles