Jamal Mensah

JAMAL MENSAH (Technical Support Engineer/ Customer Support Team Lead / Trainer & Python Django Fullstack Developer) Mobile: -, E-mail:-Linkedin Profile: https://www.linkedin.com/in/jamal-mensah-/ PROFILE An ambitious problem solver with a passion for online business, and would like to join a team of like-minded developers or Support team. Jamal has much experience creating both logical and innovative solutions to complex problems. He is always willing to learn new products, libraries, languages and frameworks. Very thorough and precise in everything he does and he has a keen interest in Technology, customer support and user experience. WORK EXPERIENCE Customer Support Team Lead (Freelancer) Code-Box GH (September 2021 – Present) Duties ● Formulation of support processes to meet the business needs ● Train new agents ● Communicate to management, the performance of each agent ● Communicate with the Dev team, feedback from agents and customers to make the platform more user friendly ● Kayako Helpdesk administration ● Ticket Quality review and grading ● Reviewing agent performance and identifying knowledge gaps to help agent improvement by providing the necessary advice ● Agent hiring ● Provide guidance, and be available to assist with difficult tickets ● Work on agent escalated tickets ● Assist and coordinate product testing Customer Support Specialist Bolt (November 2020 – August 2021) Duties ● Represent Bolt in all English spoken markets ● Team lead for the data analysis team under customer support ● Successfully support clients, couriers and restaurants through multiple live channels ● Create loyal fans ● Training of new staff and outsourced agents ● Create key decision-making reports ● Restaurant Account management ● Restaurant device troubleshooting ● Restaurant Menu administration ● Fraud investigations Django Web Developer/Kayako Helpdesk Consultant (Freelancer) (2019 – 2020) Duties ● Coming up with cost estimates for new client projects ● Improving customer experience in various digital channels ● Full stack development of client websites and web applications ● Deployment of website and post live support ● Maintaining a correct codebase for client on Github ● Implement payment integration on client websites/webapps with https://www.widepaycash.com/ Technical Support Engineer Trilogy, Texas (Remote work from home, Via Crossover) (2017 - 2019) Duties ● Debugging and investigating software related issues on client and cloud environments ● Ensure cloud and client hosted environments are up to date with the correct GIT repository ● Resolve customer queries via phone calls ● Communicating with Customers via Zendesk ● Resolve Customer Issues over live chat ● Provide answers and recommendation to Pre Sales queries ● Liaising with Account managers, Development team and Sales regarding Customer requests ● Updating and Maintaining knowledgebase ● Deployment, migration, update of Saas and on- premise products ● Investigation of technical issues of Saas and on- premise Products ● Daily usage of Salesforce, Jira, confluence, talentlms etc. ● Meetings with customers via video calls (GTM or Zoom) ● Software License Management ● Customer Training ● Navigate Pair support sessions for newly hired Support Engineers ● Internal Documentation ● Maintain high customer NPS and meet standardized SLAs for assigned products Achievements: ● Successfully importedCrossover application from Legacy Crossover team into Trilogy Ltd. (Team member) ● Successfully imported Kayako application from Legacy Kayako team into Trilogy Ltd. (Team member) ● Successfully importedBiznessApps application from BiznessApps team into Trilogy Ltd. (Team member) ● Author of 10 Knowledge Base articles for my supported products. ● Created video tutorials for BizinessApp application on how to publish Ios/android applications to the apple store and google play store. ● Named as a specialist engineer for Crossover, Kayako HelpDesk, BiznessApps, DotNetNuke(DNN) and Gensym. Supported Software Products: ● Gensym – http://www.ignitetech.com/gensym/ Real-time Expert System G2 automates the control and decision management of any complex system, process or simulation ● PeerApp – https://www.zephyrtel.com/solutions/peerapp/ PeerApp Ultraband platform, including PACache and PALive, deliver content faster to end users and slash network costs, while dramatically improving QoE ● FirstRain – http://www.ignitetech.com/firstrain/ FirstRain Business Analytics Platform supports high-quality decisions by executives, sales, marketing, and finance ● Kayako – https://www.kayako.com Kayako’s help desk software is a full suite of tools including live chat software that's quick and easy to integrate, and an organized shared inbox, making our solutions easy and affordable to use ● DNN – https://www.dnnsoftware.com/ DNN (formerly DotNetNuke) is a web content management system based on Microsoft .NET. The product is used to create websites for small/medium businesses, school districts and local governments. Customers are capable of highly customizing the application and it has an open-source framework ● Crossover – https://www.crossover.com/ Crossover is a service used by Fortune 1000 companies to find top talent across the globe and get the best work done by reducing costs. It not only connects companies to the best talent from around the world but also provides seamless end-to-end solutions and tools for remote team management. ● BiznessApps – https://www.biznessapps.com/ Inspiration derived from the need to create a faster, easier, and more cost-effective way to create mobile applications for small & medium-sized businesses. ● SLI Systems – https://www.sli-systems.com/ SLI Systems provides cloud-based search tools for online retailers under a SaaS model. It offers a suite of E-commerce products, which turns shoppers into buyers by accurately predicting which products they are most likely to buy at that moment. ● Auto-Trol – http://ignitetech.com/auto-trol/ Auto-trol technical configuration tool is an on-premise solution and includes two products Konfig and Technical Illustrator. Konfig is a single configuration management toolset with integrated electronic document/data management (EDM), product data/lifecycle management (PLM), and workflow (WF) capabilities in a single integrated solution. Technical Illustrator is a computer-aided design (CAD) software to create and manage technical illustrations. ● Skvera (Smart Routines) – https://www.skyvera.com/solutions/sharepoint/smart-routines/ Skyvera HR Self Services let you easily integrate HR processes into your daily work environment, including your SharePoint-based Intranet, Office 365, web and mobile devices. ● Symphony Commerce – https://www.symphonycommerce.com/ Symphony Commerce is natively-built from the ground up as a single system for orchestrating the entire flow of commerce, from shopping through orders, inventory, and fulfillment orchestration ● Infer – http://www.ignitetech.com/infer/ Infer is a profile management system that helps organizations determine if a certain lead will likely become a customer or not, through predictive scoring for sales intelligence. The higher the score, the likely that the lead will convert to a customer. It is a hosted product. ● Nuview – http://www.ignitetech.com/nuview/ NuView Solutions includes two HR Tech products: NuView Human Capital Management and NuView CORT Payroll. NuView Human Capital Management is a single, unified enterprise HR management system. NuView CORT Payroll is a full-spectrum online enterprise payroll platform. Both are available as an on-premise or hosted solution. ● ObjectStore – http://www.ignitetech.com/objectstore/ ObjectStore is an object-oriented database management system for applications that demand reliable, transactional, object persistence and real-time data caching. It is the leading in-memory database for applications that demand high performance, extreme scalability and real time responsiveness ● Sensage AP – http://www.ignitetech.com/sensage-ap/ Sensage AP is a powerful EDW that enables advanced data analysis, detailed forensics and ad-hoc investigations on a wide variety of data formats at very large scale. It is the only EDW designed specifically for event data, it collects and stores more data from number of sources over longer periods of time and enables faster and more sophisticated analytics. ● Pivotal – https://www.avolin.com/solutions/business-applications/pivotal/ Pivotal is a flexible Customer Relationship Platform customizable to numerous business processes. It offers capabilities that go beyond “Just a CRM”.It can be easily and cost-effectively tailored to match individual business processes, as well as give flexibility in the hosting options, either on-premise or in the cloud. ● ResponseTek– http://www.ignitetech.com/responsetek/ ResponseTek provides on-demand customer experience management software solutions for businesses and includes three solutions: Voice of the Customer, Voice of the Employee and Listening Lab. Level 2 Technical Support Engineer / Devops Engineer Software Group Ghana (Subsidiary of Software Group, Bulgaria) -) Duties ● Provide client support and technical issue resolution of IT requests via email, phone and other electronic media for the internally developed product lines ● Take ownership and coordinate resolution of customer’s service requests ● Coordinate with other departments to complete customer requests ● Document troubleshooting and problem- resolution steps ● Perform technical configuration in client environments ● Perform product installation and provide training sessions for customers ● Perform standard deployments and updates ● Write and maintain User & Administration Guides ● Create and maintain Knowledge Base articles ● Manage local office Infrastructure and Technical IT issues ● Local office IT Infrastructure Procurement ● Manage AWS and Azure instances on behalf of clients ● Work on escalated issues by L1 support Projects: ● Agency Banking Mobile android application (Fidelity Bank, Ghana) ● Agency Banking Mobile android application (Finca, Afghanistan) ● USSD and SMS banking (Opportunity International, Ghana) ● ATM integration with National Switch (Opportunity International, Ghana) ● Channels upgrade and Enhancement (Opportunity Bank, Malawi) ● USSD and SMS Banking (CCML, Ghana) ● Payment Switch (HFC Bank, Ghana) ● Proprietary ATM deployment (Beige Bank, Ghana) ● Channels Upgrade (Opportunity Bank, Uganda) ● Planning and Migration of Infrastructure during office migration (East Legon, Accra) ● Banking Operations field app for android (ACCION Nigeria) Achievements: ● Best Technical Support engineer, 2017 (Global Software Group award presented in Nairobi, Kenya) ● Joined the presales team to Liberia and offered a technical presentation that convinced the client to offer us a contract for ATM, POS and Agency Banking. (IBL Bank Liberia) e-Banking systems administrator Opportunity International Savings and Loans (Head Office) (July 2013 – August 2016) Duties ● ATM installation, monitoring and troubleshooting. ● E-zwich coordinator. ● Western Union administration. ● Moneygram administration. ● MTN mobile money administration and reconciliation. ● e-Mobilization and POS administration and Level 1 repair. ● Management of all e-Banking Servers and databases. ● Staff training on all e-banking products. ● Liaise with Vendors on ongoing projects. ● Generating weekly reports for all e-banking applications for Senior management. ● Temenos T24 administration- Ports, Interfaces, Services, Transaction Flow, Daily EFT File Upload. ● MEOS (Mobile enterprise open sky), EOS (Enterprise Open sky) administration. ● Ensuring that support calls are logged and handled effectively and efficiently. ● Monitoring the progress of third-party maintenance contract suppliers. ● Support officer for SAGE ACCPAC. ● Quarterly maintenance of branch computers and IT hardware. ● Dealing with customers queries, requests, orders or complaints. ● Traveling to branch sites to help with e-banking product deployment, reconciliation of accounts and troubleshooting. ● Generation of scripts to simplify daily tasks. ● Generating special reports using SQL. ● Designing step by step guides for e-Banking products. ● Creation of user profiles and management of user rights and revocation of profiles. ● Printing of ATM cards and Pin Mailers. ● Generation of ATM keys using HSM. ● Monitoring SMS alerts and maintaining the USSD application for Cell phone Banking ● Attending to clients on the e-Banking hotlines on weekends and holidays Achievements: ● Support engineer/team member with the implementation of UT Biometrics, EOS, UT SMS, UT Mobile, UT Route, UT ID and Proprietary ATM Temenos T24 Data Analyst Opportunity International Savings and Loans (Head Office) (October 2012 to July 2013) Duties ● Loan contract Creations ● Detection and correction of errors on accounts and loan contracts in T24 ● Data Captures and past dues on loan contracts ● Providing T24 emerge support to assigned branches ● Generating Reports for senior management ● Input of Daily mobilization for assigned branches ● Monitoring of Drawdown accounts and reconciliation Achievements: ● Team member during the OISL 2013 rekey and reconciliation of accounts in T24 RO6 National Service (Customer Service Officer) Opportunity International Savings and Loans (Asafo Branch) (November 2011- August 2012) Duties ● Accounts opening for individuals and non-individuals ● Performing daily Call over of vouchers ● E-zwich enrollment ● Stock Management and Requisition ● Biometric Identification Registration ● Mobile Money Registration ● Cheque books Management and Requisition ● Customer Support Service and Education for clients on OISL products ● ATM custodian Ghana Armed Forces Printing Press- Practical Attaché (June 2009 to November 2009) Duties ● Responsible for networking, design, installation and maintenance services. ● Maintain the company’s network infrastructure. Hardware Technician- Practical Attaché 1st Signal Regiment, GHANA ARMED FORCES Burma Camp (2008) Duties ● Troubleshooting of computers ● Virus detection and management ● Data recovery ● Software license management ● Infrastructure maintenance KEY SKILLS AND COMPETENCIES ● Good understanding of: Server Hardware Technology, UNIX, LANs, WANs. ● Experience with working with Temenos T24 RO6 and R12. ● Knowledge & understanding of backup technologies & disaster recovery methods. ● Experience with working with ATMs and POS and HSMs(Thales) and ISO 8583. ● Experience with: VMWare, Windows server, Active Directory Group Policies, TCP/IP, DNS, AWS, Azure ● Knowledge of hardware maintenance and repair. ● Experienced with a wide range of helpdesk systems ● Effective call handling skills ● Experience with databases (SQL server, MYSQL, POSTGRES) ● USSD and e-channels ● Experience with Nginx, Apache, IIS ● Regular Expressions ● API ● Experience using GIT ● Very comfortable with Django Framework ● CSS ● Javascript ● HTML ● Bootstrap ● Frontend and Backend Web Development practices EDUCATION Ongoing (Computer based training) Certified Ethical Hacker v8 Certified Information Systems Auditor Google certified IT Support Engineer Crossover Product University (2018) Microsoft Sharepoint Customer Relation Management Opportunity IT Academy (January 2015) Comptia A+ Comptia Network+ Opportunity IT Academy (May 2015) Jethro T24 Interface configuration and Administration (August 2015-February 2016) Html CSS JSON Python Javascript The linux Command line Innovare Learning Center (June 2014) ITIL v3 – Foundation Ghana Institute of Management and Public Administration (GIMPA) (May 2013 – DECEMBER 2013) CCNA- Cisco Certified Networks Administrator Certificate in Network engineering MCITP –Microsoft Certified IT Professional Ghana Institute of Management and Public Administration (GIMPA) (February 2011 – September 2011) Oracle SQL Expert Oracle Database Administration Advance Certificate in Database Administration Zenith University College June 2006-January 2010 ABE UK Level 3 – (Business Administration) ST. Thomas Aquinas Senior High School- SSSCE -Business (Business Management, Accounting, Costing, Economics) OTHER SKILLS AND ATTRIBUTES ● Fast Learner ● Ability to work for longer hours ● Creative and Innovative ● A good leader and team player ● Good interpersonal relation with staff but very disciplined in respect to duties ● Enjoys sharing knowledge and encouraging development of others to achieve specific team goals ● Very comfortable working with a remote team and in different time zones INTEREST ● Researching ● Baseball ● E-book Reading ● Video Gaming REFEREES Miss Sheila Bimpong Opportunity International Konongo Branch Manager - Nana Yeboah Customer Service specialist Accra -