Head- Technical Division -Click Software Ghana Limited, Adum Kumasi.
Provided technical support to customers and end-users via phone, email, and live chat, ensuring prompt and efficient problem resolution. Assisted customers in troubleshooting hardware and software issues, guiding them through
diagnostic procedures, and providing step-by-step instructions for problem resolution.
Developed project charters, work breakdown structures (WBS), and project plans to guide project execution and monitor progress. Developed and implemented IT policies, procedures, and governance frameworks to ensure data security, regulatory compliance, and risk mitigation.
Managed end-to-end project lifecycle, including project planning, resource allocation, budgeting, and execution.
Resolved complex technical problems by researching and identifying appropriate solutions, including software updates, patches, and workarounds
Conducted research and gathered data to support program planning and decision-making.
Facilitated change management processes, including user training and adoption, to ensure successful project outcomes.
Conducted user training sessions and created user-friendly documentation to empower customers and end-users to resolve common issues independently.
Assisted in the installation, configuration, and maintenance of computer hardware, peripherals, and software applications
Identified trends and patterns in customer inquiries to proactively address potential issues and improve product usability.
Collaborated with the development team to test new software releases, providing feedback and identifying bugs or usability concerns.
Collaborated with team members to ensure project milestones were met
Assisted in the planning and execution of various projects and events. Collaborated with cross-functional teams, including developers and engineers, to escalate and
resolve critical issues.
Utilized ticketing systems to log, track, and prioritize support requests, ensuring timely follow-up and customer satisfaction.
Maintained accurate records of support activities, including troubleshooting steps, solutions provided, and customer
Prepared reports and presentations for internal and external stakeholders.
