Kofi Stephen

Ko Stephen - ·-· linkedin.com/in/kofi-stephen-b8 Professional Summary Seasoned Support Engineer with 4 years of experience planning and executing technical support services. Adept at working with teams to gather requirements and provide technical training. Well-versed in CRM, Access and SciSupplier. Ef cient and knowledgeable computer support team member accustomed to independently evaluating and solving range of technical issues. Trained in software, hardware and networking problems. Quickly troubleshoots concerns and diagnose root causes. Skill Cascading Style Sheets (CSS) ArGIS HTML5 · SQL · SAS (Software) Matlab Cognos · Process Improvement Edge Administrative support Microsoft Excel Research and analysis Microsoft Of ce Suite Email correspondence . Salesforce , SQLS . CRM Sci-Supplier, Sci-Enable Experience • Use SQL to develop and maintain data sources to be used company-wide for reporting and analytics • Monitor sales processes and provide statistical analysis of performance metrics • Work cross functionally to develop new tools and/or processes to increase the eld’s productivity, communication or reporting capabilities • Build and design creative Tableau dashboards for sales teams and Senior Leadership, collaborating internally within Operations and externally with key stakeholders fi Perform analysis by understanding the business needs, requirements and trends fi • fi fi fi fi fi SAP Reporting Analyst 01/09/2022 to Current • Build and design creative Tableau dashboards for sales teams and Senior Leadership, collaborating internally within Operations and externally with key stakeholders • Leverage existing data and reporting to analyze trends and provide input and recommendations that will help improve sales ef ciency, forecasting and performance metrics • De ne & develop standard reports, as well as ad-hoc requests leveraging ef cient best practices. • Leverage existing data and reporting to analyze trends and provide input and recommendations that will help improve sales ef ciency, forecasting and performance metrics • De ne & develop standard reports, as well as ad-hoc requests leveraging ef cient best practices. • Perform analysis by understanding the business needs, requirements and trends • Use SQL to develop and maintain data sources to be used company-wide for reporting and analytics Monitor sales processes and provide statistical analysis of performance metrics Work cross functionally to develop new tools and/or processes to increase the eld’s productivity, communication or reporting capabilities Level 1 Technical Support Engineer 09/2022 09/2021 to Prime Revenue – Prague, CZ • Leveraged internal knowledge bases and resources to deliver accurate technical solutions. • Communicated with end-users to assess technical issues, determine root cause, and create actionable resolutions. • Escalated unresolved issues to appropriate internal teams for resolution. • Communicated clearly asking informed questions and listening actively to provide targeted support for technical issues. • Maintained service logs to document troubleshooting functions and applicable resolutions. • Scheduled and executed systemwide software installations and upgrades. • Created requirements for automation, monitoring, diagnostic, simulation, and other tools to maintain, enhance, or restore services. • Diagnosed and troubleshot complex technical issues related to industry-speci c environments. • Evaluated functionality and performance of software and hardware recommending improvements and solutions. • Liaised between Suppliers and Buyers to identify opportunities for support delivery improvements and cost reductions. Business Technology Analyst 09/2021 11/2020 to fi Expanded system capabilities to handle new processing loads and improve the overall functionality. fi • fi Offered basic network support with Local Area Networks and remote networks to resolve technical problems. fi • fi fi fi AT&T global services – Brno, CZ • Placed outbound calls to potential customers to follow up on quotes and proposals, promoting new business expansion. • Veri ed all customer pricing, delivery, and quality metrics by analysing individual orders and accounts. • Directly handled customer complaints and requests, personally responding or delegating issues to individuals equipped to handle applicable concerns. • Monitored and escalated delinquent accounts to appropriate collections personnel for potential intervention. • Completed over 700 technical support tickets each week with 80% rst-call resolution rate. • Troubleshot and resolved problems encountered by individual users and experienced across linked networks. Staff Associate customer care 11/2020 04/2019 to AT&T global service – Brno, CZ • Helped to maintain organized ling systems for digital and analog records. • Used Microsoft Of ce to draft documents, develop spreadsheets, and build presentations. • Screened or answered email messages to support consistent and timely communication. • Provided of ce-wide clerical support, answering phones, ling, and relaying messages. • Generated reports to inform management of performance and sales data. • Assisted accounting personnel with data entry and invoice reconciliation. • Answered incoming phone calls and directed to appropriate personnel. • Accepted deliveries and registered mail according to prescribed legal and ethical guidelines. • Scheduled and assigned work assignments. • Scheduled and coordinated meetings, prepared agendas and materials. Education Bachelor of Arts, System Engineering and Informatics Management • Data Analysis • Theory of systems • Computer Networks • Operation systems • Network Mapping • Database System • Microsoft (Excel word PowerPoint Access) fi • fi fi fi University of Pardubice - Pardubice, CZ • Data mining