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 Limited, Accra
IT Service Desk Coordinator
2020.10 - Current (3 years & 11 months)
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 Limited, Accra
IT Service Desk Analyst
2017.08 - 2020.09 (3 years & 1 month)
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 Limited, Accra
IT Assistant
2014.01 - 2017.07 (3 years & 6 months)
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 Guinea, Conakry
IT Assistant
2013.11 - 2014.01 (2 months)
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 Limited, Accra
National Service Person
2012.11 - 2013.08 (9 months)
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 Limited, Accra
National Service Person
2013.06 - 2013.07 (1 month)
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 Technology Ghana
from IT Hardware & Networking Engineering
University Overview
University of Ghana Ghana
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
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Timeline
IT Service Desk Coordinator
Nestle Central & West Africa Limited
2020.10 - Current (3 years & 11 months)
IT Service Desk Analyst
Nestle Central & West Africa Limited
2017.08 - 2020.09 (3 years & 1 month)
IT Assistant
Nestle Central & West Africa Limited
2014.01 - 2017.07 (3 years & 6 months)
IT Assistant
Nestle Guinea
2013.11 - 2014.01 (2 months)
National Service Person
Nestle Ghana Limited
2013.06 - 2013.07 (1 month)
National Service Person
Nestle Central & West Africa Limited
2012.11 - 2013.08 (9 months)
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)
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