Summary
Overview
Work History
Education
Skills
Certification
TRAININGS
Timeline
Generic

Sarah Opoku Nyamekye

Accra

Summary

Relentless troubleshooter with persistence and customer service orientation to leave no service problem unsolved. An ambitious go-to person with an innate ability to thrive under pressure and empathize with and support stressed-out clients. Business Intelligence Analyst offering experience delivering cost-effective, high-performance technology solutions to meet shifting organizational demands. Astute technology-business professional who translates operational needs into technical solutions. Reliable business professional with experience in project management, process improvement and financial analysis.

Overview

9
9
years of professional experience
1
1
Certification

Work History

Team Lead, E-Business Solution

Guaranty Trust Bank, Ghana
03.2021 - Current
  • Manage projects and served as primary liaison between client and multiple internal groups to clarify goals and meet standards and deadlines.
  • Develop solutions to improve productivity and incorporate technology.
  • Uncover areas for improvement to develop and implement solutions.
  • Support business processes and end-users by monitoring system operations and resolving issues.
  • Define functional requirements and system interfaces to improve efficiency and usability.
  • Remained current on latest IT developments and advancements to automate and modernize systems.
  • Identify and analyze user requirements, procedures and processes to develop optimization strategies.
  • Liaise with internal teams to establish criteria for contracts.
  • Develop organizational change management strategies adopted by key stakeholders and evangelized across departments.
  • Assist key users in testing new functionality by documenting and retaining knowledge.
  • Lead ongoing business process reviews to optimize strategies.
  • Lead and coordinate business activities to meet tight deadlines.

Team Lead, Service Desk Support

Guaranty Trust Bank, Ghana
03.2019 - 02.2021
  • Trained new team members by relaying information on company procedures and safety requirements.
  • Coached team members in techniques necessary to complete job tasks.
  • Minimized resource and time losses by addressing employee or production issue directly and implementing timely solutions.
  • Monitored team performance and provided constructive feedback to increase productivity and maintain quality standards.
  • Established open and professional relationships with team members to resolve various issues quickly.
  • Developed, wrote and maintained detailed troubleshooting guide and knowledge base for use by other service desk staff and field service staff.
  • Documented solutions and troubleshooting steps concisely in ticketing system and alerted other team members of new service solutions.
  • Routed, tracked and managed client's service desk tickets from inception to close and documented issues and results.
  • Supported and assisted less experienced technicians in resolving client issues requiring advanced or specialized expertise and experience.
  • Analyzed, prioritized, researched and solved IT problems to achieve complete resolution for customers with minimal productivity loss.
  • Maintained inventory of IT supplies by checking and documenting levels regularly.
  • Reviewed current hardware and software configurations and recommended modifications to increase system speed.
  • Resolve all e-channel issues of customers.
  • Daily routine checks on various in-house banking services such as Internet Banking, Office365, postilion, etc.
  • Directed and supervised team of 5 engaged in resolving user support issues.

Service Desk Officer,

Guaranty Trust Bank
09.2017 - 02.2021
  • Responded to customer inquiries and provided technical assistance over phone and in person.
  • Diagnosed and troubleshot hardware, software and network issues.
  • Researched and identified solutions to technical problems.
  • Configured hardware, devices, and software to set up work stations for employees.
  • Installed and configured operating systems and applications.
  • Helped streamline repair processes and update procedures for support action consistency.
  • Collaborated with vendors to locate replacement components and resolve advanced problems.
  • Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.
  • Oversaw and supported application environments for on-site and virtual locations.
  • Prepare Technology Weekly Tips.

Team Member, Internal Audit

Access Bank Ghana Limited
09.2015 - 07.2016
  • Audit Information Technology (I.T), E-Business and ISS/I.T Control departments.
  • Join non-I.T Audit colleagues to audit some Operations units where necessary.
  • Follow up for regularization of audit exceptions.
  • Undertake Revenue Assurance of income lines such as Commission on Turnover (COT) and Debit Interest Capitalized (DIC) to ensure the Bank is not leaking income.
  • Extract data using SQL for non I.T Audit colleagues during their field reviews.
  • Investigate ad-hoc issues and produce reports with necessary recommendations to Management.

Data Administrator

Mindnet Technologies
05.2014 - 06.2014
  • Assisted in monitoring system performance.
  • Software Installation.

Education

MBA - FINANCE

Ghana Technology University College (Coventry University
2021

Bachelor of Science - Computer Science

Kwame Nkrumah University of Science & Technology
Kumasi,Ghana
2015

Skills

  • Good at fostering teamwork Strong communication and collaboration
  • Time conscious and results driven
  • Customer Service Minded
  • Strong Organizational Skills
  • Business Requirements
  • Customer Service

Certification


  • ITIL Foundation

TRAININGS

ITIL FOUNDATION - 2018


CISA - 2020


SQL SERVER - 2021


ITIL 4 - 2022

Timeline

Team Lead, E-Business Solution

Guaranty Trust Bank, Ghana
03.2021 - Current

Team Lead, Service Desk Support

Guaranty Trust Bank, Ghana
03.2019 - 02.2021

Service Desk Officer,

Guaranty Trust Bank
09.2017 - 02.2021

Team Member, Internal Audit

Access Bank Ghana Limited
09.2015 - 07.2016

Data Administrator

Mindnet Technologies
05.2014 - 06.2014

MBA - FINANCE

Ghana Technology University College (Coventry University

Bachelor of Science - Computer Science

Kwame Nkrumah University of Science & Technology

Similar Profiles

CREATE PROFILE
Sarah Opoku Nyamekye