Makafui Kwami Kpodo
Accra
Summary
Proven track record in enhancing project efficiency and client satisfaction at OSTEC Limited, leveraging expertise in Microsoft Office Suite and exceptional communication skills. Spearheaded a team, significantly improving stakeholder coordination and support, while driving innovative solutions in product development and technical support. Demonstrates strong analytical ability and vendor oversight, contributing to substantial business growth.
Overview
26
26
years of professional experience
Work History
Projects Assistant
OSTEC Limited
Accra
01.2023 - 09.2024
- Assist in the planning, implementation, and coordination of projects across the business and provide coordination for various external stakeholders
- Monitor project progress and advise of changes where necessary
- Ensure project compliance with best practices, SOPs, PMO policies, and other policies
- Perform administrative tasks such as managing subcontractors, estimates, scheduling meetings, etc
- Complete any tasks assigned by the General Manager in an efficient and timely manner
Helpdesk Support Engineer
OSTEC Limited
Accra
03.2015 - 12.2022
- Logging of trouble tickets
- Assigning engineers to troubleshoot and resolve issues with clients
- Taking client calls and addressing their issues
- Monitor client sites to ensure their internet is up at all times
- Supervise and oversee over fifteen (15) field engineers
- Liaise with second-level engineers to assist first-level engineers with complex issues
- Troubleshooting network and system issues
- Setting up email accounts for new staff
- Guiding staff or clients through system setup or issue resolution, either face-to-face or over the telephone
- Rapidly establishing good working relationships with customers and professionals, such as software developers
- Prioritizing and managing multiple open cases simultaneously
- Responding to email messages for customers seeking help
- Following up with customers to ensure issues are resolved
- Providing technical assistance and support for queries related to computer systems, software, and hardware
- Managing service requests, software installations, new computer setups, upgrades, etc
- Maintaining overall ownership of users’ issues and services, ensuring resolution within a reasonable timeframe
National Service Personnel
MTN
Ghana
08.2014 - 09.2014
- Take client calls and address issues
- Log client complaints and follow up until issues are resolved
- Assign trouble tickets for complaints
- Assign Field Service Engineers (FSE) to manage and resolve issues as needed
- Monitor the network to ensure there are no node outages
- Inform clients about planned maintenance and downtimes
Product Development & Planning Team Member
MTN
Ghana
10.2013 - 07.2014
- Assist in prospecting clients for the business unit and developing plans to drive incremental revenue growth
- Member of the product development team
- Assist clients via phone, answering questions and explaining MTN Business products and services
- Member of the MTN Business rebranding team
- Answer calls on the MTN Business hotline
- Keep stock and track MTN Business corporate souvenirs
- Organize, label, and file MTN Business documents
- Manage files and folders for MTN Business related to product development
- Respond to email requests received through the MTN Business email
- Write communication briefs for marketing products
- Assist in developing Product Concept Documents (PCD) for new products and services
- Prepare stock issue forms for stock from the warehouse
- Perform other duties as assigned
Intern
Burma Camp Computer Center
05.2011 - 08.2011
- Installation of new computers and printers for staff
- Basic computer repairs
- Teaching basic computer literacy
- Updating and installation of computer software
- Troubleshooting
- Upgrading computer systems
System Administrator (Onsite Support Engineer)
RayCom Technology
01.2007 - 12.2007
- Responsible for Trasacco Estate Development’s (TEDC) entire network
- Running backups on all three (3) servers
- Ensuring the phone system was operational at all times
- Installing software for TEDC staff
- Setting up new PCs
- Configuring Microsoft Outlook for TEDC staff
- Scanning the network for viruses using AVG network edition
- Creating users on Active Directory (AD)
- Ensuring the mail server operated optimally and users did not lose emails
- Connecting users to network printers
- Troubleshooting and resolving technical issues
- Recommending hardware and software purchases for TEDC
Administrative Assistant
Nayra Engineering Limited
01.2000 - 12.2001
- Conducted basic banking transactions for the company
- Paid casual workers at the end of every week
- Made calls and scheduled meetings for the director
- Prepared PowerPoint presentations for the director
- Performed other duties as assigned by the director
Guest Relation Officer
Africa Interactive Media
02.1999 - 12.1999
- Team leader and task leader
- Created accounts for users at the internet café
- Assisted customers with internet searches
- Helped customers create and access email accounts
- Made backups of files saved on the server
Education
Bachelor of Science - Information Technology
Ghana Telecom University College (GTUC)
Accra06.2013
Certificate in Information Technology -
Ghana Telecom University College (GTUC)
Accra02.2009
Professional Diploma in e-Technology - Computing
National Institute of Information Technology (NIIT)
Accra01.2006
Diploma in e-Technology - Computing
National Institute of Information Technology (NIIT)
Kumasi01.2002
Senior Secondary School Certificate -
Ghana Secondary Technical School (GSTS)
Takoradi12.1998
Skills
- Microsoft Office Suite
- Google Workspaces
- Communication
- Customer service
- Strong writing skills
- Analytical ability
- Organization and Team Building
- Client relationships
- Project management
- Information gathering
- Telephone etiquette
- Team support
- Vendor oversight
Volunteer / Extra curricular activities
- Organizer, Bethel Revival Choir, 2010, 2022
- Publicity Committee Chairman, Bethel Revival Choir (Album Launch), 2007
- Anniversary Planning Committee Member, Bethel Revival Choir, 2007
- Secretary, Voices of Glory (GEC, Amakom - Kumasi), 2002 - 2006
- Anniversary Planning Committee Member, Inspirational Youth Choir, 2004
- Organizer, Inspirational Youth Choir, 2002 - 2004
- Assistant Organizer, Inspirational Youth Choir, 2000 - 2002
- Certified Peer Counselor, PPAG, 1999
- WOI, RSM Western Regional Independence Day Parade, 1998
- JUO, GSTS Cadet Corps, 1997 - 1998
Languages
English
First Language
French
Beginner
A1
References
References available upon request.
Timeline
Projects Assistant
OSTEC Limited
01.2023 - 09.2024
Helpdesk Support Engineer
OSTEC Limited
03.2015 - 12.2022
National Service Personnel
MTN
08.2014 - 09.2014
Product Development & Planning Team Member
MTN
10.2013 - 07.2014
Intern
Burma Camp Computer Center
05.2011 - 08.2011
System Administrator (Onsite Support Engineer)
RayCom Technology
01.2007 - 12.2007
Administrative Assistant
Nayra Engineering Limited
01.2000 - 12.2001
Guest Relation Officer
Africa Interactive Media
02.1999 - 12.1999
Bachelor of Science - Information Technology
Ghana Telecom University College (GTUC)
Certificate in Information Technology -
Ghana Telecom University College (GTUC)
Professional Diploma in e-Technology - Computing
National Institute of Information Technology (NIIT)
Diploma in e-Technology - Computing
National Institute of Information Technology (NIIT)
Senior Secondary School Certificate -
Ghana Secondary Technical School (GSTS)
Similar Profiles
Felix Adeh EssienneFelix Adeh Essienne
Middleware Engineer, IBM Integrated Bus at OSTEC ITMiddleware Engineer, IBM Integrated Bus at OSTEC IT
Mayank PareekMayank Pareek
Sap Hana Module User, Oracle ERP User at Adarsh Marketing, Asian Paints Limited ,Berger Paints India Limited, JSW Paints Private LimitedSap Hana Module User, Oracle ERP User at Adarsh Marketing, Asian Paints Limited ,Berger Paints India Limited, JSW Paints Private Limited
KOJO HASTINGSKOJO HASTINGS
CEO at Genelec Capital Limited, Genelec Support Services Limited•Genelec Infrastructure Development Services Limited•Zenith Hygiene Systems Ghana LimitedCEO at Genelec Capital Limited, Genelec Support Services Limited•Genelec Infrastructure Development Services Limited•Zenith Hygiene Systems Ghana Limited
AHLAM JAMAL DINAHLAM JAMAL DIN
Sales Girl at Sahara Jewelry StoreSales Girl at Sahara Jewelry Store
Zan-nairah Napaga TahiruZan-nairah Napaga Tahiru
Senior Specialist Anaesthesiologist at Korle Bu Teaching HospitalSenior Specialist Anaesthesiologist at Korle Bu Teaching Hospital