User:Andestoc/sandbox

ANDREW OPOKU-AMANKWA

Mobile: 0266000139/0264202808 E-Mail: andestoc@yahoo.com Address: P.O Box MP 3662, Mamprobi, Accra.

PROFESSIONAL SUMMARY

Result oriented professional with Eight (8) years’ experience in the Telecom and Information Technology Industry with various roles in Mobile Number Portability, Customer Relationship Management and Billing, Transmission, Data Solutions, Provisioning, Network Administration and Customer Support. Reliable, hard-working and dedicated team player who works well under pressure with less supervision. Highly Technical support professional with strong verbal, listening and writing skills.

I have demonstrated strong analytical and problem solving ability by exhibiting high level interest in Systems Analysis. Skilled at learning new concepts quickly and communicating ideas clearly and effectively. I have the added advantage of having held leadership roles in various teams with unmatched commitment to ensuring ongoing team success. CAREER HISTORY Airtel Ghana Ltd Project Involvements

E-billing Project (Project Manager) June ‘15 to September ‘15 	Liaising with business users to determine business requirements 	Modifying business processes to match the capabilities of the new system 	Working with development team, and ensuring that they understand and implement the requirements 	Managing all user-acceptance testing, including coordination of schedules and resources to ensure business requirements have been implemented correctly. Business Support System–Convergent Billing and CRM Project (SINGLEVIEW), May’14 to June’15 (Business Project Manager)

Key Responsibilities 	Derived the scope of requirement definition 	Managed, coached and effectively supported Customer Care Team in addressing relevant operational issues and ensuring that operational effectiveness and efficiency were established 	Used skills and knowledge of service to identify opportunities to deliver value and business revenue contribution 	Ensured policies and processes and work instructions were prepared and test cases executed. 	Ensured smooth knowledge transfer and project hand-over 	Performed User Acceptance Testing 	Coordinated and reported progress against plans and delivered User Acceptance Certification.

Mobile Number Portability Project (May’11 to July 12)

Key Responsibilities 	Derived the scope of requirement definition, managed and coached operational team involved in the project 	Liaised with regulatory and Information Technology and Customer Care Departments 	Set up a Customer Care MNP Specialist function(processes and personnel) 	Ensured smooth knowledge transfer and project hand-over 	Performed User Acceptance Testing 	Coordinated and reported progress against plans and delivered User Acceptance Certification.

BUSINESS SIMULATION TEAM (September ’08) I was a key member of a Cross Functional Team that had overall responsibility to ensure a reliable Network and Billing system before the launch of Zain Network in 2008.

Airtel Ghana Ltd Billing, Provisioning and Mobile Number Portability (MNP) Lead May ’12 till date

Key Responsibilities

	Design of MNP support strategy -processes and operational checklists 	Ensure alignment of overall MNP processes and cross functional processes for customer care specialist functions. 	Liaising with National Communication Authority (NCA) and other mobile network operators on Mobile Number Portability(MNP) Compliance 	Number Management 	Ensuring MNP Team meets agreed Service Levels and act as a 2nd level support on MNP 	Carrying out User Acceptance Testing on all new products. 	Postpaid Bill-run and printing 	Managing bill sorting team and Courier partners (FedEx) in the packaging and dispatch of bills.

Info Builders Ghana Ltd (Unpaid Job) Network Administrator and End User Support June’10 to November’13

Key Responsibilities 	Develops and monitors system security procedures to protect the system from viruses, unauthorized users, and data damage; 	Diagnoses and resolves end-user network or local printer problems, e-mail, Internet, and local-area network access problems. 	Software installation, configuration, and troubleshooting for end users 	Tracks frequency and nature of problems

Airtel Ghana Ltd Provisioning Executive November’10 to April’11

Key Responsibilities

	Investigation & Resolution of billing related queries 	Carrying out provisioning testing. 	Line activations and migrations 	Rectification of service faults on postpaid and prepaid lines 	Porting for corporate clients.

Zain Communications Ghana Customer Operations Executive September’08 to October’10

Key Responsibilities 	Offer subscribers a high level of customer service in dealing with their escalated issues. 	Liaising with I.T department and Network Management Centre (NMC) for resolution and support to customer complaints. 	Number Provisioning and Line Activations (Pre-paid and Post-paid)

Ghana Telecom (Vodafone) National Service personnel @ Network Operation Centre and Data Department July’07 to August’08

Key Responsibilities

	Monitoring the fiber optic network and providing E1 links. 	Monitoring the Microwave links, repeater stations and the various Exchanges for fixed lines and GSM. 	Fault clearance and the provision of Data Services such as ISDN (BRI & PRI), Dedicated Internet, Leased lines (circuits), Multiprotocol Label Switching (MPLS). 	Preparing of Bill of Quantities (BOQ), site planning and Fiber Splicing

Electricity Corporation of Ghana (Internship) June’05 to August’05

Key Responsibilities

	Responsible for monitoring the network. 	In charge of Distribution Transformer and fault clearance.

REFEREES Will be provided when requested.

EDUCATION

2015		MBA (Technology Management) from Assam Don Bosco University, India

2007	BSc Computer Engineering from Kwame Nkrumah University of Science and  Technology, Kumasi

2002				S.S.S.C.E (Science) Opoku Ware School, Kumasi SCHOOL PROJECTS

SECOND DEGREE PROJECT-Assam Don Bosco University, Guwahati-India (October’14 to December’14) Mobile Number Portability in Ghana and its Effects on Service Providers and Subscribers

FIRST DEGREE PROJECT-Kwame Nkrumah University of Science and Technology, Kumasi (September’06 to May’07)

Designed and implemented (piloted) a Communication facility for the 24 communities around Lake Bosomtwe using Voice over Internet Protocol (VoIP).

CERTIFICATION, OTHER INVOLVEMENT AND AWARDS 2014 Six Sigma Green Belt                                                               Management and Strategy Institute, USA 2014   ITIL (2011) FOUNDATION                                                                  EXIN 2013    Leadership & People Management                                                     Zomerlo and Associates 2012    Certificate in Customer Assistance                                                    Brain Bench, Inc. 2012      Certificate in Telecommunications Industry Knowledge                 Brain Bench, Inc. 2012       Certificate in Network Security                                                        Brain Bench, Inc. 2010       Certificate in Cisco Network Support                                               Brain Bench, Inc. 2008       Zain Achievers’ Award                                                                     Zain Communications Ghana

PERSONAL INFORMATION

Date of Birth				:	28th October, 1984 Languages Known		:	English and Twi Interests					: 	Sports, Reading and playing games Competencies				:	Skilled in Networking, Microsoft Office Suite, and MySQL. Knowledge in Operating Systems (Windows, UNIX, Solaris)