Hi, I’m
Mark Danquah
Head of IT
Kigali
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Summary
Experienced in a fast-paced, technology-driven environment, I have honed strategic and technical leadership skills. Seeking to transition into a new field to leverage my expertise in managing complex IT projects and leading cross-functional teams. Dedicated to ensuring seamless technology operations and fostering innovation. Results-oriented and collaborative, I am prepared to bring my skills to contribute to the success of the organization.
Overview
13
years of professional experience
14
years of post-secondary education
Work History
Ericsson RwandaKigali, Kigali
Head of IT Support, Middle East & Africa
10.2024 - Current
Job overview
- IT support workforce planning and resource optimization across the Market Area
- Recruitment, orientation, and management of IT support resources
- Driving efficiency with automation and data driven decisions
- Conducted regular audits of hardware inventory to ensure proper asset management across the organization's technology infrastructure.
- Supervised the procurement process for IT hardware ensuring timely delivery of necessary equipment to support ongoing projects.
- Developed performance metrics to evaluate IT department success and identify areas for potential improvement.
- Negotiated contracts with vendors, securing cost-effective services for the organization's IT needs.
- Championed employee training programs on new technologies, power skills and leadership skills; empowering staff members to adapt quickly to changes in the industry landscape..
- Managed a team of IT professionals, providing mentorship and guidance to boost productivity and ensure project success.
- Oversaw budget management for the IT department, allocating resources effectively while minimizing costs where possible.
- Collaborated with cross-functional teams to provide optimal technology support for various departments within the company.
Ericsson Rwanda
Head of Employee Experience and Local Site Support
06.2023 - 09.2024
Job overview
- IT support workforce planning and resource optimization across the market area
- Recruitment, orientation, and management of IT support resources
- Driving engagement and collecting feedback to improve employee experience
- Compliance to Ericsson IT Security practices and EGMS implementation
- Driving efficiency with automation and data driven decisions
- Identification of opportunities, gaps, and implementation of support solutions
- Incident, Problem, Change and Configuration management process alignment
- Adoption of Knowledge Centered Service (KCS) and pre-emptive support
- Developing and implementing IT support standard methodology for the organization
- Designing training and competence development programs
- Collaborating with resource suppliers to assure support delivery efficiency
- Continuous improvement for end-to-end support and collaboration with ITSD
- End user communication, training and driving adoption of IT tools and services
Ericsson Ghana
ICT Delivery Manager
11.2017 - 05.2023
Job overview
- Oversaw daily operations of the delivery team, ensuring timely completion of tasks and adherence to company policies.
- Accountable for the delivery of services and projects
- Plan for cost efficient service deliveries based on the defined services
- Drive and manage delivery improvements including operational demands and orders.
- Execute agreed plans and have control of all ongoing IT related projects
- Financial and capacity forecasting
- Perform Quarterly Business Reviews together with Business Practices and the Business
- Escalation management
- Engaged stakeholders to discuss business needs and explore opportunities to improve employee experience.
- Enhanced team performance by providing regular feedback, coaching, and training opportunities.
- Facilitated cross-functional meetings to address challenges, share best practices, and strategize plans for future growth.
- Championed a stakeholder-centric approach, consistently seeking feedback from IT users to make improvements and enhance the overall delivery experience.
- Established performance metrics to track progress towards goals, allowing for adjustments as needed to ensure success.
- Coordinated delivery of contracted solutions at program level and in full accordance with outlined cost, scheduling and quality terms.
- Oversaw transition to remote delivery model, maintaining high levels of productivity and IT user satisfaction.
Ericsson Ghana
HP Onsite Engineer
02.2015 - 10.2017
Job overview
- Providing Onsite Helpdesk Support (Delivery Request, IMACs, Support Calls etc.), diagnosing, trouble shooting and solving problems related HW/SW and Voice/Data for all users
- Service Calls follow-up Management (coordinate and chase the ticket supervising group for providing a timely solution to end users)
- Supporting end-users by explaining standard IT procedures.
- Hands & Eyes for Ericsson ITTE N&V Team
- Monitoring of WAN link / local internet link and report any outage to Ericsson IT Manager
- Providing technical support to non-R&D users i.e., consultants, with internet connectivity issues
- Supervising registered users' tickets (all kinds) and interact with support teams and end-users in order to deliver timely and proper solution
- Performing full back-up/restore of end-users local HDDs in case of break/fix incidents, MWP refresh, and MWP change
- Supervising all tickets towards ISP or local Telephony Support. Hand and eyes for the ISP or telephony company
- Network Printers, MFPs, and local printers support.
- Support Ericsson events (demos, presentations) with basic IT skills especially for all employees' meetings
- Maintenance of network elements; Trouble detection, Trouble notification, Service recovery fix or replace network elements,.
Nestle Central and West Africa Ltd
IT Specialist
11.2013 - 12.2014
Job overview
- Providing efficient end-user support to staff through ticketing management system
- Using of SAP, HP Asset Manager and Service Manager to support the business to manage company assets
- Installing and replacing new workstations
- Maintain, configure setup, modify and diagnose performance of workstations
- Ensuring compliance with Nestle IT policies and regulations for best company practices
- Training end-users and new hires on IT related issues
- Handling all tasks related to backups of servers on site according to GLOBE/IT standards and processes
- Preparing daily, weekly and monthly reports on the various IT Asset, Compliance, Antivirus Update and Workstation health Checks for management use
- Preparing Printer Security report for all printer administrators and IS/IT team across the 22 countries in Central and West Africa region to guide them in their daily operations on printer maintenance
- Playing a vital role in developing of Operational Master Plan for 22 countries as well as implementing the values of Nestle Continuous Excellence (NCE)
- Coordinating daily and weekly operational review as well as supporting Compliance Manager in GSTD problem solving
Ghana Armed Forces
Telephone Technician (Teletech Linesman)
06.2012 - 08.2012
Job overview
- Collaborated closely with other technicians during major projects, leveraging collective expertise for successful outcomes.
- Reduced downtime for clients by efficiently diagnosing and repairing faults in telephone systems.
- Continuously updated technical knowledge through ongoing training courses, staying current with industry developments.
- Maintained accurate records of work performed, parts used, and time spent on each job for seamless billing processes.
- Provided exceptional customer service by explaining complex technical concepts in simple terms to non-technical clients.
- Installed and configured new devices and system components.
- Streamlined work processes by adhering to established procedures for both routine maintenance tasks and emergency repairs.
Education
Ghana Technology University CollegeAccra Ghana
Bachelor of Science from BSc. Telecommunication Engineering
01.2009 - 01.2013
Presbyterian Boys Secondary SchoolAccra Ghana
High School Diploma
01.2005 - 01.2008
Cosmos SchoolAccra Ghana
High School Diploma
01.1998 - 01.2005
Skills
Strong organizational and interpersonal skills
Performance oriented
Strong business and financial acumen
Ability to drive efficiency with automation
Data driven decisions
Organization and Time Management
Project Planning
Problem-Solving
Team Management
Analytical and Critical Thinking
Accomplishments
- Clients Project Manager for MMEA South - Successful client(laptop/Desktop/Monitor) rollout for MMEA South which received recognition from Ericsson CIO/Head of Group IT.
- Driving automation and data analytics for MMEA which has revolutionized the way we work, making more data driven decisions and reducing repetitive work.
Leadership Training
- Leading in Virtual Teams (LVT), Ghana
- Leadership Core Curriculum (LCC), India
Availability
See my work availability
Not Available
Available
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Timeline
Head of IT Support, Middle East & Africa
Ericsson Rwanda
10.2024 - Current
Head of Employee Experience and Local Site Support
Ericsson Rwanda
06.2023 - 09.2024
ICT Delivery Manager
Ericsson Ghana
11.2017 - 05.2023
HP Onsite Engineer
Ericsson Ghana
02.2015 - 10.2017
IT Specialist
Nestle Central and West Africa Ltd
11.2013 - 12.2014
Telephone Technician (Teletech Linesman)
Ghana Armed Forces
06.2012 - 08.2012
Ghana Technology University College
Bachelor of Science from BSc. Telecommunication Engineering
01.2009 - 01.2013
Presbyterian Boys Secondary School
High School Diploma
01.2005 - 01.2008
Cosmos School
High School Diploma
01.1998 - 01.2005