Abekan Kodjo KOFFI
Ligota Piekna
Summary
Bilingual professional working in an international environment, Abekan is business oriented and understand objectives and needs of IT Service Management & infrastructure. Abekan can work under huge pressure of time and deadlines. Very well acquainted and able to work with senior executives daily, He is experienced in building and maintaining business relationships with the customer. He is dedicated to customer satisfaction with focused delivery of technical solutions. He develops creative business solutions, leveraging diverse methodologies and delivering engineering solutions for leading organizations. Highly adept in request for proposal development, technology needs assessments and Education ,Abekan is High-energy,and a confident manager with an infectious enthusiasm for technology and Education.
Overview
13
13
years of professional experience
24
24
Certification
Work History
Senior Solution Manager
IBM Polska
07.2019 - Current
- Gathering and understanding of technical requirements, coordination of delivery organizations and vendors, writing of technical statements of work, are part my activities during Deal engagement phase
- I possess very good written and verbal communication skills, including ability to generate architectural documentation/diagrams
- I assist in design and architecture of cloud services and I work with the top technologists in VMware, Azure to deliver best of breed Cloud Services and draw on customer actual/past experiences to drive innovation
- I Perform End-to-end solution shaping and solution architecture for Cloud Transformation, including estimation, solution planning to create the optimal customer outcome
- I take part in RFIs / RFPs for Client Tenders
- I’m leading the Engagement Team for Client meetings to discuss proposed solution
- I’m in charge of writing the Technical proposal in French & English and is responsible for the overall technical solution (combination of IBM and non-IBM offerings (mostly AWS & Azure), services, labor, assets, hardware, and software to meet client business requirements
- I work with Delivery to assess Workloads and identify Workforce for services that is/will be delivered
- I’m accountable to service delivery to ensure solutions are deliverable and as standard as possible and ensure that delivery risks are managed/highlighted and appropriate internal reviews/signoffs take place
- I am also the Infrastructure Project Manager for one account for which I’m responsible for implementing New Projects (adding of servers to existing infra, Migration to cloud, decommissioning etc.…)
- I also manage on daily basis 10 FTE geographically dispersed for my Project account.
Advisory Technical Solution Manager
IBM Polska
06.2016 - 01.2022
- Working in close cooperation with Architects, Pricing team & Project Executive to deliver a winning solution for IBM customers
- Heavily involved in developing competitive cost cases (Designs cost/ benefit optimized solutions ) for multi-year opportunities which meet the customer's requirements for French Market
- I’m involved in the estimation and deal-shaping of a range of solutions to support client digital Transformation
- I also ensure that onshore, nearshore and offshore teams are appropriately designed into the proposed solution
- I’m also acting as an Infrastructure Project Manager for specific account for which I’m responsible for implementing New Projects (adding of servers to existing infra, Migration to IBM cloud of Client On -premise servers etc.…)
- I also manage on daily basis 5 FTE geographically dispersed for my Project account
- Proven ability to work seamlessly with distributed cross-functional teams to achieve success on behalf of customers
Process Manager – Major Incident Manager
Atos IT Services Sp. z o.o
03.2014 - 05.2016
- Description:
- Responsible for verifying the severity of all levels of incidents in order to execute the correct level Incident Management process
- I Have reduced by 70%, for 2 customers, number of incidents previously categorized as Major incidents to High priority incidents through clear process based on Incident priority/severity agreed with customer
- Accountable as single source delivering clear and accurate communication during all incidents across the business and technology including senior and executive management levels
- Lead virtual team of technical resource from all technical areas driving troubleshooting and recovery with confidence and authority reducing time to repair on major and crisis outages for French & UK Customers (>100)
- Responsible for managing resolution process of critical incidents affecting IT infrastructure of multiple
- Customers as well as providing post-incident summaries and overviews
- Leading technical and management conference bridges in a business professional manner
- Actively participate and support the delivery of end-to-end services in line with customer and internal SLAs/KPIs
- Participate and lead Incident reviews for managed incidents or problem
- Enforce Major Incident Management Maintenance Definition,
- Involve in change management process in case of Major Change on Customer platform to ensure all skills and resources are available to implement
- Change Authority validator during Major Incident
- Driving periodical service reviews and scorecards with the respective stakeholders for Process compliance, improvement for Incident Management
- Performing process Transition and knowledge transfer for New Customers
- Providing effective mentoring and help to more junior colleagues which engages, motivates them and develops an excellence culture in ITIL process management
- Team Lead for French Major Incidents team (4 people) and part of the SWAT Team (leverage) for complex Crisis situations across all GBUs
Bilingual SME/ Incident Manager
Airtel Africa for Mara, Ison
01.2013 - 04.2014
- Tech
- CSD Project (KENYA, Task Description:
- Track and manage Incidents, Problems, Help Requests, and Change Requests through a single integrated console MAXIMO for 17 countries in Africa where AIRTEL is installed
- Team Lead for Francophone countries (8 countries in total under my scope) managing 10 FTE
- Automated remediation and escalations with rules-based procedures
- Ensure all incidents are processed, resolved or sent to appropriate next level fix agent respecting published incident handling and quality guidelines
- Interact with Service Operation, IBM Program Manager and client management to ensure compliance and execution of all ITSM (IT Service Management) processes
- Empower users with searchable Knowledge bases, process documents and ticket submission from a browser portal
- Incorporate best practices and ITIL standards through built-in Help Desk templates
- Consolidate and categorize information to understand trends, resolve problems and make informed business decisions
- Liaise with IBM team lead of all Technical Experts (or support teams) to ensure swift resolution of incidents within SLA targets
- Translation of English to French IT documentation and procedures for Airtel Internal user
- Training of Engineers on Maximo Tool as well as assisting them for any issue when using it.
Senior Helpdesk Engineer
Airtel Africa for Mara, Ison, CSD Project
08.2012 - 12.2012
- Task Description:
- Responsible for the daily management, scheduling and triage of incoming customer support requests as well as to provide senior level technical expertise as required to facilitate client demand.
End User Support Engineer
Mara-Ison Tech. for Airtel Burkina account
Ouagadougou
06.2012 - 08.2012
- Providing senior technical oversight as well as coordination of efforts within the team
- Manage the Central Mailbox of the 17 countries (9 Anglophone – 8 Francophone) incoming Mail
- Engage and dispatch the individual engineers in such a manner as to maintain the highest possible level of workforce
- Make suggestion for policy amendment based on day to day activity and realities
- Responsible for shift schedule
- Manage tickets, daily checks, and bring helps to close incidents
- Extensive Use of MAXIMO and AVAYA to record and track issues
- Used critical thinking to break down problems, evaluate solutions and make decisions.
End User Support Engineer
Mara, Tech. for Airtel Burkina
Ison
06.2011 - 08.2012
- Burkina Faso)
- Ask Description:
- Acting as the SPOC (single Point of Contact) between users and Engineers
- Provide technical support to users on the following: install/ uninstall software and operating system, debugging problems encountered, assistance to users in case of virus, configuration and debugging of printers, creating /withdrawals users from Active Directory, configuration and debugging of emails clients (outlook), backup data on pcs
- Answer the ICT Helpdesk Telephone & Log Requests into the Helpdesk System
- Doing weekly report base on Engineers performance and number of solved and pending requests
- Being part of the Service Management team with IBM for reporting and Incidents managements
- Manage incidents and problems in collaboration with the Service Delivery Manager
- Maintenance of Hardware platforms like Desktops, Laptops, Storage, communication equipment’s like LAN switches, Routers
- Attend to ICT related user queries from different departments
Education
Certified Network Specialist - Computer Networking
SIMPLY IT
Ghana2004
Diploma - Hardware and Software Engineering
WINPRESS School of Engineering
GHana2003
Diploma - English
ICPS
Ghana2002
Skills
- IT Pre-sales, Cloud Practitioner, ITIL, Agile Methodologies
- IT Service Management, Major Incident Management,3rd party handling
- Excellent team leader and player with good interpersonal and teamwork skills
- Effectively communicates ideas, findings, and progress – both verbal and written – to internal stakeholders and trusted partners
- Meaningful Customer facing experience
- Experience in technical & Managed Services pre-sale
- Good Architecture & Solutioning skills leveraging Cloud technologies and legacy infrastructure
- Thorough understanding of labor needs and skills required for installation, configuration, and operations of various proposed solutions
- Leadership
- Problem-Solving
Accomplishments
- Licence to Lead
- Accolade Award
Certification
- MIcrosoft: AZ-900 – Azure Fundamentals
- MIcrosoft: AZ-300– Azure Architect Technologies
- AMazon Web Services – AWS Certified Solution Architect- Associate
- ORacle Certified Associate – Oracle Cloud Infrastructure Foundation 2020
- ALibaba – Alibaba Cloud Associate
- Google Cloud -Associate Engineer
- OPen group – TOGAF 9 Certified
- VMware: VSP- VMware Sales Professional
- VMware Certified Professional 6.5 - Data Center Virtualization
- VMware vSphere 6.7 - Foundation
- IBM Design Thinking
- IBM Architectural Thinking
- IBM Technical Cloud Sales
- IBM EITA 4 (Enterprise IT Transformation Advisor Level 4)
Languages
French
Native language
English
Proficient
C2
Polish
Elementary
A2
Timeline
Senior Solution Manager
IBM Polska
07.2019 - Current
Advisory Technical Solution Manager
IBM Polska
06.2016 - 01.2022
Process Manager – Major Incident Manager
Atos IT Services Sp. z o.o
03.2014 - 05.2016
Bilingual SME/ Incident Manager
Airtel Africa for Mara, Ison
01.2013 - 04.2014
Senior Helpdesk Engineer
Airtel Africa for Mara, Ison, CSD Project
08.2012 - 12.2012
End User Support Engineer
Mara-Ison Tech. for Airtel Burkina account
06.2012 - 08.2012
End User Support Engineer
Mara, Tech. for Airtel Burkina
06.2011 - 08.2012
Certified Network Specialist - Computer Networking
SIMPLY IT
Diploma - Hardware and Software Engineering
WINPRESS School of Engineering
Diploma - English
ICPS