Osei Agyeman

• Developed reporting format to measure performance of contractors against SLAs.
• Maintained compliance to proactive activities, i.e. Preventive Maintenance, routing servicing, etc., to drive activities of contractors within agreed timelines to help achieve both internal and Telecel customer agreed service-based targets.
• Ensured both Fixed and Mobile impacted outages are resolved with minimal impacts.
• Ensured coaching and support to contractors in operations and maintenance to improve their quality of work, in delivery of services, and hence customer satisfaction, with a focus to drive revenue growth.
• Drive resolution of repeated sub-causes to network outages.
• Developed and implemented strategies for new contractor vendor seamless operations, training, and performance management.
• Business continuity drive roadmap for operating contractors and internal stakeholders to ensure continuous service availability.
• Maintained accurate records of all vendors and their performance in line with agreed KPIs.
• Ensure 24/7x365 operation of Telecel NOC with needed support.
• Socialized disruption of Telecel service for effective customer management.

• Manage O&M outsource partners (ATC, HTG, Eaton etc.) and third-party vendors to achieve the business objective of cost savings and quality improvements, adhering to established governance processes and principles.
• Develop NOC management processes and continuously monitor compliance against agreed key performance indicators (KPI) for all outsourced operations
• Manage regular performance reviews with vendors and contractors, ensuring agreed performance standards are met/exceeded.
• Establish clear targets for outsourced partners to ensure business continuity and ensure team members are fully trained.
• Act as an escalation point for outsourced or vendor service delivery issues.
• Lead in re-scoping of Fiber contract between Vodafone and Huawei.
• BCM Drive: Ensure seamless merging of fixed and mobile units into service assurance as one unit to facilitate collaboration.
• Ensure that the managed service partners minimize incidents' downtimes for good network availability and a better customer experience of the Vodafone network.
• Ensure there is a repository of data for information sharing.
• Developed regular meetings with vendors to track their performance and ensure any gaps are improved for better quality of service.

• Develop service credit computation modalities based on agreed contract SLAs and KPIs to check vendor violations.
• Develop a compliance report to track vendor service level performance and generate reports.
• Developed a business contract repository to aid transitions and referrals.
• Developed service tracking database to track compliance.
• Lead in drafting of operational Scope of Work and related punitive measures for service credit claim for New Contracts, related Appendices, or amendments with collaboration with Vodafone Legal.
• Implement vendor management processes and closely monitor compliance of specific suppliers against agreed key performance indicators (KPI)
• Ensure delivery of copies of contracts as and when required by acting as a single point of contact for vendor-related contracts.
• Monitor outsourced contracts to achieve cost savings and quality improvements, adhering to established governance processes and principles.
• Provide data inputs and planning support for contract negotiations with vendors and outsource suppliers to introduce service delivery changes in response to Vodafone Ghana's operational requirements.
• To assist in securing maintenance support for all network elements in the network.
• Follow best practice pre-contract processes, use pre-identified KPIs to monitor progress against targets, and take appropriate action to ensure targets are met or exceeded.
• Managed Vodafone Ghana Managed service partners (Huawei, Eaton, ATC, HTG, and Geoquaye) to help achieve quality of service

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• Provided technical support to troubleshoot, investigate, and resolve repeated and longstanding network outages.
• Developed and implemented problem management processes to identify root cause of recurring incidents.
• Documented and tracked problems in the problem management database.
• Work with Service Partners and Service Authorities to understand prioritization for problem focus and resolution.
• Own, manage, and coordinate large cross-domain and cross-service activities for technology problems.
• Communicate progress of problems to relevant parties.
• Examine work queues for problems in jeopardy of missing service agreements.
• Stay informed of activities to restore normal operations.
• Review progress and results with client and (senior) management

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• General supervision, overseeing, and coordination of day-to-day activities of the IT Services and issues reported to the Service Desk, ensuring that Service Desk Engineers and administrators resolve issues within the stipulated OLA.
• Supervised the operations of third parties at MTN data Centre during critical network changes.
• Installed, configured, and maintained hardware and software applications on user systems.
• Provided technical support to end-users via phone, email, and remote access.
• Enhance internal procedures to help manage IT services' internal customer engagement.
• Monitored system performance and identified potential issues or risks.
• Instituted key focuses for every month. This is to help drive team focus every month to achieve results. The team moves in the same direction to maximize profit.

• Provided technical support for customers and colleagues on software, hardware and network issues.
• Monitored service desk tickets and assigned to appropriate technicians according to their skillset.
• Developed, documented and maintained procedures for incident management.
• Make sure all documentation is kept up to date and relevant to operating activities.
• Report technical issues that need attention, with possible suggestions for solutions.
• Coordinate and assist immediate supervisors in projects and some administrative tasks.

• Provided technical support to end users for various computer related issues.
• Resolved issues via remote desktop sessions or onsite visits.
• Worked with third-party agents to ensure IT service availability during change implementations.

• Managed corporate clients' internet access, providing various internet solutions and network administrative work.
• Developed and implemented system security policies, procedures and standards for the organization.
• Monitored systems performance to identify potential issues and provided solutions as needed.
• Installed, configured, maintained, and administered multiple operating systems.