Cynthia Mina Ama Afro Kwabi
Brno,Czech Republic
Summary
An inspiring Gender advocate with a strong commitment to addressing the needs of vulnerable and disadvantaged individuals. Proven skills in communication, interpersonal relations, and problem-solving. Eager to embrace new challenges in research, academia and corporate leadership to inspire positive change and further develop personal knowledge and skills.
Overview
15
15
years of professional experience
7
7
years of post-secondary education
1
1
Certification
Work history
Network Analyst IC2
Oracle
Brno, Czech Republic
12.2021 - Current
- Serve as the first point of contact for all employees seeking technical assistance.
- Solve complex IT issues for smooth operations using advanced troubleshooting techniques.
- Assist with on-boarding new hires and existing employees, setting up laptops, 2FA on phones, VPN connections, Single Sign On, Microsoft Office, Zoom, email configurations, Slack installation, and network troubleshooting.
- Problem elimination, incident management, and proactive tasks by management.
- Promoted as a Knowledge Centered Support 2 publisher tasked to identify and suggest possible improvements on procedures/solutions on my help(Oracle wiki).
- Promoted as a tier 2 window tech to assist employees with more complicated Windows issues.
Service Experience Specialist Tier 1.5
NSC GLOBAL S.R.O
Brno, Czech Republic
06.2019 - 11.2021
- Increased client satisfaction by providing specialized support and advice to AT&T customers for basic troubleshooting on potential troubles on-site.
- Accessing AT&T managed equipment (cisco,juniper, Edgewater routers) remotely and diagnosing customer-reported issues.
- Working on designated projects/tasks, i.e Career management, and Customer advocacy and DSL enterprise service support.
- Mentoring and coaching new agents on the job.
- Working on special assigned tasks by team leads and managers.
Guest Service Staff
Golden Tulip Hotel
Accra, Ghana
06.2017 - 01.2019
- Enhanced customer satisfaction by efficiently managing all front desk inquiries
- Managed guest bookings and reservations.
- Upselling to increase the company's turnover.
- Accounting and balancing daily sales
Local staff
ECOWAS
06.2013 - 08.2016
- Registration of delegates for the conference. Managed reception area, greeting visitors, and providing assistance to create a welcoming environment.
- Organized and maintained efficient filing systems for quick document retrieval. Offering appropriate seating arrangements for delegates, ensuring compliance with established standards.
• Assisting with the delegate pick up with the national security secretariat/protocol of the host country, with accreditation of delegates
• Assisting payments of per diem to delegates and diplomats
• Redistribution of conference materials to participants. Supported staff with administrative needs for photocopying, faxing and filing.
National Service Personnel
Ghana Police Hospital
Accra, Ghana
06.2012 - 08.2012
- Counseling of abused victims, teenage parents, and HIV/AIDS patients.
- Assisting domestic and sexually abused victims to receive prompt medical attention, aid police investigations in arresting and processing offenders for court, and ensuring custodial sentences.
- Resolving non-maintenance cases with clients(families) and referring uncooperative clients (irresponsible fathers) to court for further action.
- Collating data of all police personnel on admission and distributing to all departmental heads at the National Police Headquarters.
- Attending daily Ward Rounds (interacting with patients on admission and addressing their concerns such as inability to pay hospital bills).
- Trace of relatives of victims of accidents, dead, and missing children and re-integration of victims with their families and making necessary followups to ensure their well-being.
- Helping abandoned babies and missing children receive prompt medical attention and transporting them to care homes for further care and protection.
Volunteer Youth Coordinator
Okaikoi Youth Foundation
Accra
11.2012 - 07.2016
- Public education (creating awareness on substance abuse)
- Fundraising for the poor and deserving youth to further their education
- Assisting in developing recreational sports programs for the benefit of the youth
- Working with groups and counseling
- Casework Identified specific needs of each participant; tailored individual plans accordingly.
- Follow- ups with parents or guardians regularly, maintaining open lines of communication about the programme's progress and impact on youths' lives.
- Delivered comprehensive reports on programme progress, ensuring transparency and accountability.
Intern
Stanbic Bank
Accra
07.2011 - 09.2011
- Receiving and processing invoices and maintaining a high service level whilst dealing with client queries and complaints.
- Labeling archive documents to facilitate smooth operations within the department through organized file management and data entry tasks.
- Procurement of cheque books and office items.
- Processing VAT and Solved complex problems with effective teamwork and communication skills.
Fieldwork Practicum
Ghana Society for the Socially Disadvantaged
Accra, Ghana
10.2010 - 12.2011
- Casework.
- Offering rehabilitative counseling for persons with disabilities.
- Report writing.
- Teaching basic arithmetic and English skills.
- Awareness creation on stigmatization and support for persons with disabilities.
- Raising funds to support its projects.
- Assisting in re-integrating persons with disability and their families into society to be able to cope and adjust to societal influence.
Education
Masters - Inter-territorial Studies
Mendel University
02.2019 - 02.2021
B.A - Social Work & Sociology
University of Ghana
09.2013 - 07.2016
Diploma - Social Administration
University of Ghana
09.2010 - 08.2012
Skills
- Effective Communication
- Problem Solving
- Case Management
- Advocacy
- MS Application Proficient
Accomplishments
- Class Representative for Diploma -UG 2010-2012
- Class Representative for Mendel FRIDIS 2019 -2021
- Student Ambassador, Mendel, 2021
- Adjudged best Agent for the EMEA Global team with a blended interaction of 3.4 per hour for the year 2022.
- Oracle Employee recognition 2024- Spot bonus on for Best customer service.
- Oracle Employee recognition 2024 - Best Efforts SSO collaborative service.
Certification
- SPSS Data Analysis.
- Knowledge-Centered Service publisher -Oracle.
- Project Management -Fundamentals.
Membership/ Volunter work
- Association of Students of Social Work (University of Ghana) -Member
- Okaikoi Youth Foundation- Youth coordinator
- National Patriotic Party -Women's Organizer for the Czech Republic
Languages
English
Fluent
Czech
Beginner
Affiliations
- Travelling, reading and volunteerism
Referees
- Ing. Nahanga Verter, Ph.D., Academic Lecturer.
Faculty of Regional Development and International Studies.
Mendel University
Email: nahanga.verter@mendelu.cz
Phone: +420 774 914 969
- Kwabena Frimpong-Manso, Ph.D, Senior Lecturer.
Department of Social Work- University of Ghana.
Email: kfrimpongmanso@ug.edu.gh
Phone: +233 243 908 246
Timeline
Network Analyst IC2
Oracle
12.2021 - Current
Service Experience Specialist Tier 1.5
NSC GLOBAL S.R.O
06.2019 - 11.2021
Masters - Inter-territorial Studies
Mendel University
02.2019 - 02.2021
Guest Service Staff
Golden Tulip Hotel
06.2017 - 01.2019
B.A - Social Work & Sociology
University of Ghana
09.2013 - 07.2016
Local staff
ECOWAS
06.2013 - 08.2016
Volunteer Youth Coordinator
Okaikoi Youth Foundation
11.2012 - 07.2016
National Service Personnel
Ghana Police Hospital
06.2012 - 08.2012
Intern
Stanbic Bank
07.2011 - 09.2011
Fieldwork Practicum
Ghana Society for the Socially Disadvantaged
10.2010 - 12.2011
Diploma - Social Administration
University of Ghana
09.2010 - 08.2012
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