Mark Bonney Pobee

Member of a team that supplied tier 3 technical support for the GeGov Data Center (Accra) and the Data Recovery Centre (Ho) which were built by GCNet as part of the Ghana e-government project module for the Ghana Revenue Authority (GRA ) and the Registrar General’s Department (RGD)

• Monitored, measured, and reported on network infrastructure availability and performance with industry recommended tools.
• Worked flexible hours across night, weekend and holiday shifts.
• Installed, configured, and managed basic network components like Cisco switches, routers and ASA firewalls and other computer systems and assisted in the troubleshooting of network problems.
• Implemented and managed antimalware, data loss prevention, IPS and IDS systems. Also assisted in security configurations, events monitoring and responded to breaches in line with security policy and records the incidents and action taken in ServiceDesk plus.
• Saved GCNet at least $10,000 annually by implementing cost-saving initiatives that addressed long-standing problems.
• Configured report automation on network devices and computer systems and managed various operating systems and end-user software.
• Assisted in managing of data center infrastructure like power, cooling, fire suppression, surveillance cameras, and environmental sensors.
• Planned, performed, and tested routine system backups and restores and assisted in quarterly Business Continuity Management process.
• Managed end-user accounts, permissions, access rights in accordance with best practices regarding privacy, security, and regulatory compliance with Microsoft Active Directory.
• Exceeded goals through effective task prioritization and great work ethic
• Recommended, scheduled, and performed software and hardware upgrades, patches, reconfigurations as necessary for best performance.
• Anticipated, mitigated, identified, troubleshooted, and resolved network and computer systems infrastructure problems.
• Developed, documented, and maintained policies, procedures, and configuration management database (CMBD) associated with infrastructure and core services.
• Conducted research on emerging products, services, protocols, and standards for server and network infrastructure systems.
• Maintained documentation of technical specifications of network, non-network, and server infrastructure (i.e., asset register, maps, and network drawings).
• Liaised with network and other system suppliers, configures, and carried out testing, prior to deployment of every new asset.
• Supervised work of third-party contractors and ensured occupational health & safety requirements.
• Prepared and maintained work instruction for every procedure in the data centre.
• Created plans and communicated deadlines to complete projects on time.

Provided first line of support for IT and infrastructure problems at customer premises (i.e., GRA and RGD across Ghana)

• Provided technical support to local area network (LAN) and wide area network (WAN) infrastructure, third party software, as well as GCNet’s deployed applications.
• Identified fault in operation of deployed infrastructure like Cisco routers and switches, workstations, printers, scanners, photocopiers, fax machines and fixed them.
• Implement and maintained VOIP systems for client offices and ensured the smooth running of the server environment.
• Performed backups and tested them before restoring on corrupted systems.
• Resolved problems, improved operations and provided exceptional service.
• Monitored network activities and interrogated daily logs for errors.
• Troubleshooted errors and faults according to service level agreement (SLA) and escalated certain issues to Level 3 network team (Data Centre).
• Recorded daily incidents and how they were resolved into ServiceDesk plus ticket manager.
• Installed and tested new assets before they are deployed.
• Developed and maintained an asset register of all deployed infrastructure and reported on their status daily.
• Prepared and maintained work instruction for every activity or procedure at the client's end.
• Proved successful working within tight deadlines and fast-paced atmosphere.
• Ensured all workstations have an antimalware system (i.e., Kaspersky antivirus) and have updated virus definitions.
• Demonstrated respect, friendliness and willingness to help wherever needed.

Member of a team of network engineers who provided a comprehensive, end-to-end service, covering communications, information systems, applications development, data center and systems solutions to corporate and government clients, as well as small businesses.

• Managed, analyzed and supported wide area network (WAN) network connectivity for major banks and many state institutions across Ghana.
• Used diversified tools to monitor performance and capability of WAN infrastructure and other computer systems.
• Configured, tested, and maintained Gilat Satellite modems (VSAT) and radios to be deployed by field technicians.
• Installed, configured, and supported VoIP systems and Audio Codes for all clients.
• Troubleshoot and resolve issues related to poor Internet connectivity.
• Monitored bandwidth, network traffic, and customer premises equipment (CPE) to ensure integrity of data traversing through the network according to established guidelines and best practices.
• Exceeded SLA standards for response times and problem resolution.
• Diagnosed server and network alerts, and security events using the understanding of common information architecture frameworks.
• Worked to triage issues on radio and satellite network links to clients’ premises on a primary backbone of fibre and radio ring implementation.
• Implemented network backup technologies, and adjusted capacity of networked systems to ensure availability of customer links all the time.
• Configured quality of service (QoS), and alarms on links to ensure clients receive their guaranteed bandwidth, automatic notification of problematic links and responded to calls to ensure customer satisfaction.
• Documented and tracked issues using a ticketing system to ensure quick resolution.
• Led preventive and corrective network and infrastructure maintenance requirements.
• Verified and closed tickets on issues which had been confirmed resolved.
• Ensured compliance with standards and established procedures for resolving customer concerns.
• Recommended proactive approaches to leadership team to improve stability of infrastructure components.

• The company’s model is a unique adaptation of the now well-known ASP model through the provision of e- Government, e-Education, and e-Healthcare solutions across Africa and other emerging markets
• Main Responsibilities: | Developed and executed pre sales technical presentations | Conducted risk assessment and developed plan for each project | Executed business process re-engineering of our various software for clients | Wrote System Requirement Specification documents and manuals | Reviewed and Assessed Service Level Agreements (SLAs) whiles managing deliverables

• Brakwa District Assembly
• A wing of the Central Regional Local Government System, whose administrative jurisdiction covers the Bremen Asikuma, Bremen Odoben, and Bremen Brakwa towns
• Main Responsibilities: |In charge of day-to-day administration of the Community Water and Sanitation Agency (CWSA) office | Reconciled data (i.e., population, water and sanitation need etc.) collected by field officers of the CWSA from the communities in our jurisdiction | Projected quarterly to annual water and sanitation needs for each community from the data collected | Performed IT desktop support duties for all offices and facilities of the district assembly