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 troubleshootingundefined
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
and Airtel Money Training - undefined
Vodafone Cash Training - undefined
Fixed broadband and Networking Training. - undefined
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