STEPHEN MENSAH TABIL

• Responsible for supporting all aspects of Newmont IT infrastructure, Azure cloud environments IT systems and facilities. Serves as the senior technical subject matter expert and Guides the support and maintenance to standards as applicable to the region, which includes all aspects of the server and storage infrastructure, also including active directory, exchange, backups, security and related technologies.
• Collaborates with regional and corporate Infrastructure teams to define policies and is responsible for regional implementation and compliance for policies related to the server and storage infrastructure and operations.
• Responsible for incident management, problem management and change management processes.
• Responsible for ensuring that the server and storage infrastructure is maintained to provide reliable services for the region, including working with service providers to ensure that the environment is stable and highly available.
• Developed training programs for staff, enhancing team performance and knowledge retention.
• Implemented process improvements, streamlining workflows to increase efficiency and reduce response times.
• Managed inventory systems, optimizing stock levels to meet service demands effectively.
• Managed a team of technicians, ensuring timely completion of projects and high-quality workmanship.
• Resolved escalated customer complaints professionally, turning potentially negative experiences into opportunities for continued patronage.
• Established standard operating procedures, ensuring consistency and compliance across all service functions.
• Analyzed service metrics, identifying trends to inform strategic decisions and improve service quality.
• Reduced service downtime for clients by proactively addressing potential issues and maintaining clear communication channels.
• Implemented strategies to increase customer service satisfaction ratings.
• Implemented inventory management systems to reduce costs and increase efficiency in the service department.
• Coordinated cross-departmental efforts to address complex customer issues, facilitating better communication and collaboration between teams.
• Mentored junior technicians, fostering a positive team dynamic that encouraged knowledge sharing and skill development.
• Developed strong relationships with vendors and suppliers, resulting in improved product support and better pricing for customers.
• Ensured compliance with industry regulations by staying current on relevant updates and adjusting company policies accordingly.
• Improved service efficiency by conducting regular training sessions for staff on latest industry standards and technologies.
• Spearheaded the implementation of digital transformation initiative, introducing new software tools and systems to improve employee collaboration and communication.
• Streamlined service delivery processes, reducing wait times for customers by implementing efficient scheduling systems.
• Established team priorities, maintained schedules and monitored performance.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Enhanced team morale through regular recognition of exceptional performance and organizing team-building events.
• Monitored service staff performance and provided feedback for improvement.
• Implemented customer feedback system to gather insights and identify areas for service improvement.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.

• Align technology vision with the Mining Operations strategy integrating company processes with the appropriate technologies.
• Responsible for all aspects of developing and implementing infrastructure technology initiatives within the organization.
• Plan, coordinate, direct, and design all architectural and design activities, as well as provide direction and support for IT solutions that enhance mission-critical business & operations environments.
• Worked closely with decision makers in the Mining Operations to identify, recommend, develop, implement, and support cost-effective technology solutions for all aspects of the organization.
• Provide Architectural Leadership with the goal to maximize technology to enhance productivity across the company
• Develop innovative solutions that meet customer needs with respect to functionality, performance, scalability, and reliability, realistic implementation schedules, and adherence to architectural goals and principles.
• Review existing architecture and identify areas for improvement in the areas of scalability, maintainability, and performance
• Provide leadership in regional wide Mining Operation projects by creating initial design and ensuring that project meets architectural goals and principles throughout development lifecycle
• Determine strategic implementation approaches for emerging technologies and techniques
• Led cross-functional teams to enhance client engagement strategies and improve overall satisfaction.
• Developed and executed comprehensive project plans to align with client objectives and timelines.
• Fostered relationships with key stakeholders to identify opportunities for service improvements.
• Analyzed client feedback to drive strategic initiatives that increased retention rates.
• Managed client expectations and mitigated potential conflicts, ensuring a high level of customer satisfaction throughout the engagement process.
• Established clear communication channels between team members and stakeholders, promoting transparency in decision-making processes throughout engagements.
• Investigate, review and recommend third party products which compliment Newmont IT business objectives and operations
• Contribution to product evaluation & responses as appropriate (eg: presentations, statements of value with regard to Technology trends, corporate investments and directions)
• Support the Enterprise Architecture and Mining Solutions team in the management of the Newmont Operations Solutions Technology Road Map, which includes regular updates to the key stakeholders in corporate, region, and sites.
• Support the Mining Solutions program portfolio in a manner that produces results, is transparent in nature, efficiently uses capital funds in alignment with management strategy and has significant participation from regional customers

• Participated in drafting service budgeting, advising on areas of possible improvement to reduce costs and service delivery times.
• Led cross-functional teams to enhance service delivery efficiency and customer satisfaction.
• Developed and implemented process improvements that streamlined operations and reduced response times.
• Managed vendor relationships to ensure alignment with service level agreements and performance standards.
• Analyzed service metrics to identify trends, driving strategic initiatives for continuous improvement.
• Developed comprehensive reporting systems that tracked service delivery progress transparently and efficiently.
• Coordinated among multiple external stakeholders to gain consensus on major project milestones and prioritization goals.
• Implemented performance metrics to evaluate team effectiveness and identify areas for improvement.
• Work with IT Coordinators, direct reports and customers to identify, forecast, prioritize and manage demand for IT service delivery.
• Develop and communicate mutually agreeable service delivery outage windows to minimize scheduled and unscheduled downtime.
• Act as escalation point for site service delivery coordinators and IT customers who are not satisfied with IT service delivery.
• Prioritize and manage service delivery demand from internal IT customers to the external service providers (outsourced partner).
• Managed vendor relations proactively, negotiating contracts beneficially for both parties involved.
• Facilitated completion of deliveries and verified documentation.
• Ensured regulatory compliance throughout all aspects of operations, minimizing potential risks.
• Maintained up-to-date knowledge of industry trends, incorporating best practices into internal procedures for ongoing success.
• Reviewed and negotiated contracts with Telco's and other service providers to optimize costs.

• Develop and manage relationships with outsourced service providers and ensure vendor performance within Service Level Agreements (SLAs) in order to meet management and employee requirements.
• Developed tailored engagement strategies to strengthen partnerships with outsourced service providers to improve client satisfaction.
• Responsible for developing and managing the relationships between departments and IT, serves as IT customer liaison and advocate to ensure customer satisfaction
• Facilitated cross-departmental collaboration to ensure alignment on client needs and service delivery.
• Ensure outsourced service providers deliver high quality, cost effective IT services including helpdesk, desktop support, application support, network and server management and procurement in accordance with established service level agreements (SLAs).
• Meet with outsourced service providers to review performance and resolve issues.
• Monitor performance of outsourced service providers against service level agreements and report to IT Management.
• Prioritize and manage service delivery demand from internal IT customers to the external service providers.
• Enforce policies and procedures related to IT service delivery.
• Act as escalation point for site IT customers who are not satisfied with IT service delivery.
• Assist Regional IT Service Delivery Manager to measure degree of IT customer satisfaction periodically, develop and implement programs to improve satisfaction.
• Coordinate activities of project management office and service delivery offices in support of customer requirements.

• Streamlined operational processes to enhance efficiency and reduce turnaround time.
• Led cross-functional teams in implementing process improvements and operational strategies.
• Developed training programs for staff to optimize workflow and ensure consistent performance.
• Analyzed performance metrics to identify areas for improvement and drive operational excellence.
• Coordinate the activities of the IT operations group by scheduling work assignments.
• Evaluate new technologies to improve the administration, performance and availability of the company’s infrastructure.
• Develop and implement ways to improve technical support procedures and methods.
• Assist support team with unusual problems (i.e. problem with special user requests or reports). May perform troubleshooting and various tests on complex equipments.
• Ensure that all network resources are functioning and are available at all time
• Provide excellent service to all users
• Interface with management and departmental heads to ensure that IT operations requirement are satisfied in accordance to the NGGL business plan.
• Review workload, analyze staffing requirements and evaluate staff to ensure effective support, review the effort of staff and provide direction where needed, ensuring timely completion in accordance with objectives.
• Responsible for coordinating all IT maintenance schedule.
• Reviews reports of computers and peripheral equipments production, malfunction and maintenance to ascertain cost and plan operating changes.
• Ensures that critical jobs are processed in a timely manner.
• Oversee design, installation and start-up of new facilities and equipment.
• Ensure proper maintenance procedures and documentation is in place when new equipments are rolled into production.
• Reviews feasibility studies of various projects and proposed systems.

• Managed user accounts and permissions across multiple systems to enhance security and accessibility.
• Implemented system backups and disaster recovery procedures to ensure data integrity and availability.
• Monitored network performance, troubleshooting issues to maintain optimal system functionality.
• Developed documentation for system configurations and operational procedures to streamline processes.

• Creates and maintains network documentation, monitors

network performance.
• Designs or changes network configuration to better

network performance. Manage operations and

maintenance of all related facilities and infrastructure,

including data centers, wiring closets and server rooms.
• Avaya PABX technical support and administration, IP

telephones, and Quescom GSM Gateways
• UHF/VHF (Portable and Mobile) radio systems

programming and support.
• Produce regular reports on network user’s requirements.
• Maintain system logs and schedule network maintenance

to monitor network performance.
• Attend to wide area and local area voice network

administration.
• Provide user operation training for specific

communication equipments.
• Provides technical support for data/voice network.

Troubleshoots network problems.
• Coordinates network vendor support activities.
• Creates and maintains accurate network documentation.
• Monitors network performance. Designs or changes

network configuration to better network performance.
• Research on new technologies that may increase

corporate productivity or provides better service to the

company as a whole.
• Develop and maintain IT facilities and infrastructure

documentation
• Manage external service providers in providing IT

facilities and infrastructure services
• Monitor, manage and resolve issues with IT facilities and

infrastructure

• Creates and maintains network documentation, monitors network performance.
• Providing support and training to Company users, pertaining to specific applications and general user knowledge.
• Provide technical support for Nortel PABX and over four hundred telephone extensions.
• Repair and maintenance of telephone handset.
• Diagnosed and resolved system malfunctions, enhancing operational efficiency.
• Install and Support all office equipment including computers, printers, photocopiers, facsimile machines, plotters and other peripheral equipment.
• Installed and configured hardware components to meet user requirements.
• Perform preventative maintenance on
• Implemented preventive maintenance protocols, reducing downtime significantly.
• Optimized IT resource allocation, closely monitoring system performance metrics and adjusting as necessary to meet changing demands.
• Streamlined asset management, developing centralized database for tracking and managing hardware and software inventories.
• Supported IT end-user concerns using troubleshooting and root cause analysis to resolve issues.
• Acted as a reliable point of contact for all IT-related matters, effectively resolving technical issues to maintain overall system stability and functionality.
• Reduced system downtime, implementing proactive maintenance schedules and rapid response protocols.