Take-charge professional delivering executive support and team leadership to business operations. Dependable and detail-oriented to manage multiple tasks and priorities. Broad experience includes Incident/Request management, Software/Hardware assets management, IT operations, Service delivery and People management. Recognized for exemplary service orientation and team collaboration.
Hi, I’m
Mitchell Odumanye
Summary
Overview
11
years of professional experience
5
Certification
Work History
Nestle Central & West Africa LimitedAccra
IT Service Desk Coordinator
10.2020 - Current
Job overview
- Assisting with recruitment, interviewing and onboarding new employees.
- Overseeing a team of 4 Service Desk Analysts, providing support and insight to deliver high level of service.
- Answering telephone inquiries and processing incoming and outgoing mail.
- Answering phone calls and responded to questions and concerns.
- Contributing to business growth by confirming customer satisfaction with service and quality.
- Examining records and papers to verify warranty and service contract coverage.
- Documenting actions taken to resolve issues after service calls.
- Utilizing in-house systems and software to drive customer interaction and communication through service process.
- Delegating work to staff, setting priorities and goals.
- Providing leadership, insight and mentoring to newly hired employees to supply knowledge of various company programs.
- Coordinating with other supervisors, combining group efforts to achieve goals.
- Guiding employees in handling difficult or complex problems.
- Discussing job performance problems with employees, identifying causes and issues to find solutions.
- Consulting with managers to resolve problems relating to employee performance, office equipment and work schedules.
- Issuing work schedules, duty assignments and deadlines for office or administrative staff.
- Managing Incidents and Requests via an electronic ticketing system as per the Incident/Request Management process.
- Preparing reports required by management.
- Planning, procuring and managing the delivery of IT Assets and services and ensuring that they are replaced as per the asset life cycle.
- Ensuring systems availability to support business operations (Network, Servers, Printer, Telephony, etc.).
- Identifying training needs; facilitating training process for clients and performing induction for new clients.
- Ensuring that all IT assets are tracked and controlled (Hardware and Software Asset Management).
- User Accounts Management, Generic Accounts Management and Privilege Access Management.
- Software Access Management.
- Problem Management.
- Change Management.
Nestle Central & West Africa LimitedAccra
IT Service Desk Analyst
08.2017 - 09.2020
Job overview
- Handled customer service issues by providing guidance or escalating for advanced support.
- Delivered local and remote Tier 1 IT support for hardware and software to company personnel.
- Served as first point of contact for incoming technical service calls and emails.
- Used remote login tools to assist clients with technical and product questions.
- Assisted customers with various types of technical issues via email, live chat and telephone.
- Developed and maintained strong relations with customers to meet quality expectations.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Documented customer complaints and inquiries for use in technical documentation and knowledge management.
- Walked customers through common hardware and software issues to maximize service functionality.
- End user/Generic accounts management.
- Active Directory.
Nestle Central & West Africa LimitedAccra
IT Assistant
01.2014 - 07.2017
Job overview
- Set up and configured system user hardware and software applications.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Kept software patched and licenses up to date.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained positive working relationship with fellow staff and management.
- Oversaw daily performance of computer systems.
- Developed training materials and procedures and trained users in proper use of hardware or software.
- Performed variety of clerical and administrative duties pertaining to on-site support.
- Supervised and directed vendors engaged in installation of equipment and software.
Nestle GuineaConakry
IT Assistant
11.2013 - 01.2014
Job overview
- Supported IT manager with department administrative duties and clerical tasks.
- Set up and configured system user hardware and software applications.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Kept software patched and licenses up to date.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained positive working relationship with fellow staff and management.
- Oversaw daily performance of computer systems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
Nestle Central & West Africa LimitedAccra
National Service Person
11.2012 - 08.2013
Job overview
- Supported IT manager with department administrative duties and clerical tasks.
- Set up and configured system user hardware and software applications.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Kept software patched and licenses up to date.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained positive working relationship with fellow staff and management.
- Oversaw daily performance of computer systems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
Nestle Ghana LimitedAccra
National Service Person
06.2013 - 07.2013
Job overview
- Supported IT manager with department administrative duties and clerical tasks.
- Set up and configured system user hardware and software applications.
- Troubleshoot hardware issues and worked with service providers to facilitate repairs for end users.
- Kept software patched and licenses up to date.
- Set up equipment for employee use, performing or properly installing cables, operating systems or software.
- Installed and performed minor repairs to hardware, software or peripheral equipment.
- Answered user inquiries to resolve computer software or hardware operation problems.
- Maintained positive working relationship with fellow staff and management.
- Oversaw daily performance of computer systems.
- Performed variety of clerical and administrative duties pertaining to on-site support.
Education
IPMC College of TechnologyGhana
from IT Hardware & Networking Engineering
University Overview
University of GhanaGhana
from BSc. Mathematical Sciences
University Overview
Skills
- Attention to Detail
- Progress Reporting
- Clerical Support
- Product Training
- Handling Customer Complaints
- Staff Development and Training
- Decision Making
- Coaching and Mentoring
- Report Preparation and Analysis
- Relationship Building
- Quality Assurance
- Team Leadership
- Handling Complaints
- Microsoft Office Suite
- Complex Problem Solving
- Documentation and Reporting
- Listening Skills
- Excellent Communication
- Team Collaboration
- Service prioritization
- Service desk oversight
- Helpdesk services
- Commitment to quality and service
- IT Service Management (ITSM) Oversight
Languages
English
First Language
French
Intermediate
B1
Accomplishments
Accomplishments
- Consistently maintained high customer satisfaction ratings.
- Successfully trained various core resolution teams on usage of HP Service Manager and ServiceNow applications.
- Led the IT team across the central and West Africa region to launch the WalkMe workstation application for the market.
- Led the team to consistently achieve not less than 94% in the past 3 years, earning recognition from senior management.
- Improved the completion and closure of incident/request tickets, realizing overall increase in time-to-resolution and customer satisfaction.
- Spearheaded the project to make CWAR among first 5 markets to successfully migrate all software into HP Asset Manager.
Affiliations
Affiliations
- 5 years Nestle Excellence Award.
- 10 years Nestle Excellence Award.
Certification
- Microsoft® Certified IT Professional (04/2013 - Present)
- Microsoft® Certified Solutions Associate
(04/2013 - Present) - Microsoft Certified Professional (01/2013 - Present)
- Microsoft® Certified Technology Specialist
(03/2013 - Present) - Microsoft Azure Fundamentals (AZ-900)
Volunteer Experience
Volunteer Experience
- Construction Volunteer
Watchtower Bible and Tract Society
01/2014 - Present,
Building, Renovation and Maintenance of Kingdom Halls and Assembly Halls
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
swipe to browse
Timeline
IT Service Desk Coordinator
Nestle Central & West Africa Limited
10.2020 - Current
IT Service Desk Analyst
Nestle Central & West Africa Limited
08.2017 - 09.2020
IT Assistant
Nestle Central & West Africa Limited
01.2014 - 07.2017
IT Assistant
Nestle Guinea
11.2013 - 01.2014
National Service Person
Nestle Ghana Limited
06.2013 - 07.2013
National Service Person
Nestle Central & West Africa Limited
11.2012 - 08.2013
IPMC College of Technology
from IT Hardware & Networking Engineering
University of Ghana
from BSc. Mathematical Sciences
- Microsoft® Certified IT Professional (04/2013 - Present)
- Microsoft® Certified Solutions Associate
(04/2013 - Present) - Microsoft Certified Professional (01/2013 - Present)
- Microsoft® Certified Technology Specialist
(03/2013 - Present) - Microsoft Azure Fundamentals (AZ-900)
Similar Profiles
Douglas DiawDouglas Diaw
Human Resource Services and Transfer & Mobility As at Nestle Central And West Africa LimitedHuman Resource Services and Transfer & Mobility As at Nestle Central And West Africa Limited
Simeon OlaitanSimeon Olaitan
Cost Specialist (Assistant Factory Controller) at Nestlé Central & West Africa - NESTLE NIG. PLCCost Specialist (Assistant Factory Controller) at Nestlé Central & West Africa - NESTLE NIG. PLC
Cethar HarunaCethar Haruna
Order to Cash Analyst at Nestle Central and West Africa LtdOrder to Cash Analyst at Nestle Central and West Africa Ltd