PAUL OWUSU
TECHNICAL SUPPORT
TEMA
Summary
An enthusiastic Technical Support specialist with knowledge of resolving customer problems through analytical and critical thinking. Able to work productively within a computerized environment and high-pressure environments to increase success through effective work strategies and customer service. Communicates well with non-technical audiences for speedy resolutions with over 10 years background in delivering exceptional customer service and an impressive track record in collaborative, cross-functional teamwork within.
Overview
16
16
years of professional experience
9
9
years of post-secondary education
1
1
Language
Work History
Technical Support
Henry Schein
01.2022 - Current
- Dissertation presented to the Department of, , Ho Polytechnic on the topic: "The assessment of internal control and financial management in business organizations, Advance troubleshooting and testing technical issues for clients
- Providing timely and accurate customer feedback
- Talking customers through series of actions to resolve a problem and following up with them to ensure the problem is resolved
- Providing support internally by developing support documents for the team
- Creating bug reports of issues that I reproduced for Developers
- Delivered onsite technical support for [Number] employees
Buddy Team Lead - Night Team
VODAFONE GHANA
07.2018 - 02.2022
- Briefing team members
- Acting as a resource for other team members
- Enforcing all company approved policies and procedures
- Constantly looking for ways to improve
- Giving prompt and accurate information to team members
- Attending and participating in team meetings
- Ensuring a clean, safe and friendly working environment
- Reporting to line manager.
Broadband Support Analyst
VODAFONE GHANA
08.2015 - 02.2022
- Customer Relationship Management - Fixed service, Answers inquiries by clarifying desired information; research, locating and providing information on fixed broadband service
- Assist customers with all type of fixed broadband modem and routers configurations
- Assist customers with service fluctuation issues; upgrading and downgrading of line profile, Resetting and restarting account for customers
- Assisting customer setup local network
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests
- Selling additional services by recognizing opportunities to up-sell and cross-sell packages and service to customers by explaining new features of fixed broadband services
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
- Being up to date with job knowledge by studying new product descriptions; participating in educational opportunities
- Accomplishes organizational mission by completing, achiaving and maintaining company's standards related to results as needed
- Maintains communication equipment by reporting fults and problems
- Support the fixed solution team with ad-hoc requests, in order to fulfil various business and customers' needs as required from time to time
- Providing of information on all fixed broadband and fibre products and services
support analyst
VODAFONE GHANA
09.2014 - 07.2015
- Customer Relationship Management - Vodafone Business Solutions and Mobile, Answers inquiries by clarifying desired information; research, locating and providing information
- Resolves problems by clarifying issues; researching and exploring answers and alternative solutions; implementing solutions; escalating unresolved problems
- Fulfills requests by clarifying desired information; completing transactions; forwarding requests
- Sells additional services by recognizing opportunities to up-sell accounts; explaining new features
- Maintains and improves quality results by adhering to standards and guidelines; recommending improved procedures
- Updates job knowledge by studying new product descriptions; participating in educational opportunities
- Determines eligibility by comparing business information to requirements
- Establishes policies by entering client information;
- Accomplishes organizational mission by completing related results as needed
- Maintains communication equipment by reporting fults and problems.
Budding Team Leader/ Team MIS Executive
AIRTEL GHANA LTD, TECHMAHINDRA GHANA LTD
08.2013 - 09.2014
- Provision of hands-on support, guidance and coaching;
- Identify areas of development to ensure continuous improvement of colleagues;
- Compile and analyze quantitative and qualitative reporting;
- Resolve team conflicts, monitor turn-around and response times;
- Conduct quality monitoring against defined criteria; and real time monitoring;
- Collate all call classification types and determine reasons for the call;
- Formulate a plan to improve performance and provide recommendation;
- Compile report, communicate performance results and maintain performance record;
- Help associate meet their KRA/KPI through mentoring.
Customer Service Associate
AIRTEL GHANA LTD, TECHMAHINDRA GHANA LTD
07.2012 - 08.2013
- Respond to all data related issues and complains
- Performing KYC on customer to lessen risk by gathering and checking recording document and information about a customer with it legal compliance
- Responding to all Airtel Money complains and resolving them
- Assist the out bound department in calling data related customers and resolving their issues
- An active member of the customer services team
- Responsible for resolving customer quarries and complaints
- Communicating in a tactful positive, professional way
- Developing position relationship with all stakeholders
- Marketing and Selling Airtel Product and Services to prospective and present customer
- Perform any other duties that may be assigned
Registration Officer
Electoral Commission of Ghana, District Office
03.2012 - 05.2012
- Performs initial administration duties at the district office and at the registration center
- Register the particulars of registration team assigned to the Centre
- Ensures that the registration center personnel are properly identified and registered on the kit
- Responsible for initial consumables supply, thus report shortages of such items and ensure adequate supply during the period of registration
- Arranges for equipment maintenance when the need arises
- Prepares the kit to operate in another center after the completion of work in a registration Center.
National Service
Ghana Education Service, Adansi Meth. Primary
10.2010 - 08.2011
- Daily teaching and learning activities
- Ensure discipline is maintained
- Attend meetings
- Prepare end of team report to the head teacher.
Ghana Health Service, Hohoe Health Directorate
08.2008 - 10.2009
- Opening of new accounts
- Entry of inventories
- Reconciling of bank accounts
- Keeping petty cashbook
- Internal auditing
- Resolving health facilities queries and complaints
- Keeping accounts of various health facilities
- Updating facilities records
- Awards
- Cookie
- Award Excellent performance in all key areas April-Sept.,2013
- Cookie
- Award Excellent performance in all key areas Oct-Dec.,2013
Education
Master of Business Administration - Finance
Cape Coast
Bachelor of Commerce - Accounting
University of Cape Coast
B.com - undefined
01.2018 - 05.2020
Higher National Diploma (HND) - Accountancy
Ho Polytechnic
01.2007 - 05.2010
Business (Accounting
Mawuli Senior High School
01.2002 - 05.2005
HND - undefined
Presbyterian Junior High School
01.2000 - 05.2002
- Tally Computerize Accounting; - undefined
01.2012 - 05.2009
and Airtel Money Training - undefined
Vodafone Cash Training - undefined
Fixed broadband and Networking Training. - undefined
Skills
Installation of software and troubleshootingComputer Hardware
Communication skills
Negotiation techniques
Complaint handling and resolution
Accounting
Team leadership and motivation
IT literacy
Strategic planning
Commitment to excellence
Digital literacy
Data analysis
Critical Thinking
Time Management
Emotional intelligence
Networking
Timeline
Technical Support
Henry Schein
01.2022 - Current
Buddy Team Lead - Night Team
VODAFONE GHANA
07.2018 - 02.2022
B.com - undefined
01.2018 - 05.2020
Broadband Support Analyst
VODAFONE GHANA
08.2015 - 02.2022
support analyst
VODAFONE GHANA
09.2014 - 07.2015
Budding Team Leader/ Team MIS Executive
AIRTEL GHANA LTD, TECHMAHINDRA GHANA LTD
08.2013 - 09.2014
Customer Service Associate
AIRTEL GHANA LTD, TECHMAHINDRA GHANA LTD
07.2012 - 08.2013
Registration Officer
Electoral Commission of Ghana, District Office
03.2012 - 05.2012
- Tally Computerize Accounting; - undefined
01.2012 - 05.2009
National Service
Ghana Education Service, Adansi Meth. Primary
10.2010 - 08.2011
Ghana Health Service, Hohoe Health Directorate
08.2008 - 10.2009
Higher National Diploma (HND) - Accountancy
Ho Polytechnic
01.2007 - 05.2010
Business (Accounting
Mawuli Senior High School
01.2002 - 05.2005
HND - undefined
Presbyterian Junior High School
01.2000 - 05.2002
Master of Business Administration - Finance
Cape Coast
Bachelor of Commerce - Accounting
University of Cape Coast