Dennis Elikem Dogbatse
Accra
Summary
Dynamic and detail-oriented Data Center Support Technician with extensive experience in diagnosing and resolving issues related to computer systems, servers, routers, DVRs, and peripheral equipment. Possesses a deep understanding of usability and security concerns, complemented by a proven ability to work independently or collaboratively within a team environment. Strong work ethic and exceptional organizational skills drive a commitment to delivering effective solutions and enhancing operational efficiency. Eager to embrace new challenges within a successful team, leveraging a resilient nature focused on identifying root causes and implementing lasting improvements.
Overview
18
18
years of professional experience
3
3
Certification
Work History
Customer Operation Technician
Equinix
03.2024 - Current
- Operated and maintained critical infrastructure systems to ensure optimal performance and reliability.
- Diagnosed technical issues, implementing effective solutions to minimize downtime and enhance service delivery.
- Collaborated with cross-functional teams to streamline processes, improving operational efficiency and response times.
- Installs and de-installs cross connects, cages, cable distribution trays, cabinets, and cable management/support systems to align with fulfillment lead time standard for customer; performs tape changes and backup.
- Installs hardware and patching (rack and stack).
- Conducts audits, cage cleanups and other customer specific requests.
- Supports Customers on site through escorts, access control, and remote support
- Monitors stock levels and proactively addresses needs for reordering of materials
- Responds to and troubleshoots issues and incident in alignment with commit compliance and SLAs; ensures complex or unique issues are escalated and communicated appropriately
- Ensures any necessary reporting is complete and accurate.
- Manages workflow and task inboxes, including approvals, rejections, and follow ups on Smart Hands, Trouble Tickets, Escorts, Incidents, and other ticket centered work.
- Supports and partners with other Equinix key stakeholder teams on projects as directed
- Coordinates, manages, and oversees vendors for various IBX related projects
- Coaches and directs new hires to bring them up to speed (“buddy role”)
- Collaborates with customers directly and remotely
- In large metros, partners with other sites on large projects or campus connections, inter-building migrations, and resource sharing
- Provides support via escalation or dispatch on BMS alarms (secondary support when IBX Engineers are not on site)
- Provides general IBX housekeeping to ensure upkeep and professional environment of IBX
Data Center Support Technician
Ghana Community Network Services Limited(GCNET)
10.2013 - 04.2021
- Set up new desktop systems and configured laptops for incoming employees, loading required software and server permissions.
- Assisted in technical support process refinement to improve customer service and support.
- Performed daily maintenance of computer systems to keep network processes fluid.
- Disassembled computer systems to troubleshoot and resolve hardware issues.
- Documented repair processes and helped streamline procedures for future technical support actions.
- Installed and configured printers and scanners, resetting default device passwords to prevent cyber attacks.
- Maintained inventory of IT supplies by checking and documenting levels regularly.
CHRAJ CASE MEDIATOR
National Service
07.2012 - 08.2013
- Created agendas and communication materials for team meetings.
- Supported the department by compiling paperwork and taking detailed meeting minutes.
- Handled all delegated tasks, including representing the director at meetings.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Earned reputation for good attendance and hard work.
- Worked closely with the director to fair judgment.
- Facilitated conflict resolution sessions to promote understanding among parties.
- Developed and implemented mediation plans tailored to specific disputes.
- Conducted thorough assessments of dispute circumstances to guide resolution processes.
IT Staff & Customer Services Staff
Ghana Telecom(Vodafone)
09.2007 - 10.2009
- Earned reputation for good attendance and hard work.
- Improved operations by working with team members and customers to find workable solutions.
- Improved customer satisfaction by finding creative solutions to problems.
- Provided excellent service and attention to customers when face-to-face or through phone conversations.
- Recognized by management for providing exceptional customer service.
- Streamlined customer service processes, enhancing response times and satisfaction rates.
- Coordinated network maintenance schedules to minimize downtime and ensure optimal performance of services.
Education
Bachelor of Science - Information Technology
Ghana Technology University College
Tesano Accra.9 2012
No Degree - Visual Arts
Abutia Secondary Technical
Volta Region06-2006
No Degree - General Studies
Keta Anlo State Basic School
Keta08-2001
Skills
- Hardware diagnosis
- Call center experience
- Equipment repair
- Computer maintenance
- Service desk support
- Application installations
- Hardware upgrades
- Technical troubleshooting
- Hardware configuration
- Problem resolution
- Planning and coordination
- Communications
- Collaborative team development
- Customer service
- Attention to detail
- Documentation and reporting
Affiliations
- Member, Alumni Association
- Sports Committee Chairman
Certification
Certified Data Center Designer( DCD)
Certified Data Center Expert(DCE)
Certified Data Center Operations Manager(DCOM)
Languages
Ewe, English
First Language
Twi
Intermediate
B1
GA
Intermediate
B1
HOBBIES
Swimming, Travelling,Football, Volleyball,Jogging, Reading, Driving.
REFERENCE
Emmanuel Afetorgbor
Lecturer
Ho Technical University
0244861534
Micheal Botchway
Data Center manager
Ghana Community Network Services Limited
Micheal.Botchway@gcnetghana.com
0244377927
Patrick De Souza
Infrastructure & Facilities Manager
Ghana Community Network Services Limited
patrick.desouza@gcnetghana.com
0244331754
Education and Training
other,other,other
Timeline
Customer Operation Technician
Equinix
03.2024 - Current
Data Center Support Technician
Ghana Community Network Services Limited(GCNET)
10.2013 - 04.2021
CHRAJ CASE MEDIATOR
National Service
07.2012 - 08.2013
IT Staff & Customer Services Staff
Ghana Telecom(Vodafone)
09.2007 - 10.2009
Bachelor of Science - Information Technology
Ghana Technology University College
No Degree - Visual Arts
Abutia Secondary Technical
No Degree - General Studies
Keta Anlo State Basic School