Mohammed Muntawakilu
3640 BRONX BLVDB 4F ,NY
Summary
Experienced engineer dedicated to driving impactful results through a strong focus on accountability, customer satisfaction, collaboration, and adherence to quality management principles. Committed to delivering high-quality work outcomes that exceed expectations and contribute to organizational success.
Overview
8
8
years of professional experience
1
1
Certification
Work History
Level 2 IT Support Engineer
Tower Laboratory Clinton
08.2024 - 03.2025
- Enhanced network security by implementing robust data protection measures.
- Implemented backup strategies to guarantee data integrity and prevent data loss incidents.
- Provided after-hours support when necessary, demonstrating commitment to excellent customer service and responsiveness in critical situations.
- Developed customized solutions for unique client requirements, leading to increased customer satisfaction ratings.
- Reduced downtime with proactive system monitoring and maintenance tasks.
- Performed root cause analysis on recurring issues, implementing permanent fixes to prevent future occurrences.
- Conducted periodic performance evaluations of IT systems, identifying areas for improvement and recommending appropriate solutions.
- Improved customer satisfaction by promptly addressing and resolving IT issues.
- Collaborated with cross-functional teams, ensuring seamless software integration.
- Leveraged strong communication skills to explain complex technical concepts in layman''s terms to non-technical stakeholders.
- Supported end-users in troubleshooting hardware and software problems effectively.
Team lead; Technical Service Desk Quality Engineer
Bayobab Africa - Customer Success Centre
06.2022 - 08.2024
- Provide monitoring for the internal and external customers:
- Raising tickets and communicating with end users
- Analyze impact of incidents and provide feedback to affected users or business area.
- Provide escalation support to the team to expedite the resolution on incidents.
- Ability to find/explore workaround solutions for exceptions not covered in the initial configurations of the systems.
- Incident tracking and major incident management
Quality Network Engineer
MTN Ghana MS Project
04.2017 - 05.2022
- Managed quality records, including retention, storage, and retrieval
- Conducted internal audits and participated in external audits and regulatory inspections
- Developed and implemented process improvements to reduce defects and improve efficiency
- Collaborated with manufacturing teams to improve product quality and reliability
- Collaboration and proactive management of relevant stakeholders. A focus on timely, accurate and high-quality information to peers, subordinates, management and/or customers to deliver on a positive customer experience.
- Reporting for decision making including monthly SLA reports on support issues, root cause analysis, correspondent status, aging & blocking factors and customer required reports.
Education
Bachelor of Science - Telecommunication Engineering
10.2012
GPA: 2nd class upper Honors
Senior High - General Science
07.2005
Skills
- End-user support expertise
- Network management
- Application support
- Incident response management
- ITIL framework implementation
- Teamwork and collaboration
- Critical thinking
- Support system management
- Analytical thinking
Accomplishments
- Used Microsoft Excel to develop inventory tracking spreadsheets.
- Resolved product issue through consumer testing.
- Collaborated with team of 20 in the development of ServiceNow Incident management platform for Bayobab Africa, Ghana
- Supervised team of 12 staff members.
- Achieved Project of the year award through effectively helping with in the establishment of the the Global NOC/SOC for Bayobab Africa Ghana,Kenya
Certification
- ITIL v 4
- ServiceNow CSA
- PRINCE2 PRACTITIONER
- LEAN SIX SIGMA YELLOW BELT
Languages
English
Full Professional
Interests
- Gym Workouts
- Team Sports
- Tech enthusiast, passionate about exploring the latest advancements and innovations
- Volunteering
- Participating in cultural exchange programs and homestays
Timeline
Level 2 IT Support Engineer - Tower Laboratory Clinton
08.2024 - 03.2025
Team lead; Technical Service Desk Quality Engineer - Bayobab Africa - Customer Success Centre
06.2022 - 08.2024
Quality Network Engineer - MTN Ghana MS Project
04.2017 - 05.2022
Chemu Secondary Technical - Senior High, General Science
Ghana Technology University College (GTUC) - Bachelor of Science, Telecommunication Engineering
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