Samuel Adjei Mensah

Led monitoring and observability initiatives across key MTN digital platforms including MyMTN, DCLM, MADAPI, EVA endpoints, EBU services, HomeGo Bigger, Ziggy chatbot, and USSD channels.

Designed and delivered a full customer-journey monitoring framework for DCLM during a critical platform migration, covering login, customer search, document upload/download, ticketing, SIM swap workflows, and additional operational scenarios.

Built operational dashboards and reporting used in daily migration stand-ups and ongoing weekly reviews to identify downtime, failing journeys, regressions, customer friction points, and post-deployment fix validation.

Automated and continuously monitored 100+ USSD customer journeys across data, lifestyle, fibre, TurboNet, and business bundles, with scheduled hourly checks and release-window validations.

Implemented multi-channel incident alerting through Microsoft Teams, email, and SMS to accelerate response to customer-impacting failures.

Leading strategy and implementation planning to expand monitoring capabilities from USSD into broader digital channels, including the MyMTN app.

Currently leading service assurance and testing for MTN’s content and value-added services migration, while building a pilot monitoring framework for availability, subscription, unsubscription, entitlement validation, and premium access flows.

Collaborate cross-functionally with IT Operations, IT Digital, Networking, Customer Service, Enterprise teams, Product Owners, and Engineering teams to translate business requirements into actionable monitoring solutions.

Serve as MTN’s operational bridge with Captivate by driving issue resolution, enhancement requests, platform improvement discussions, and vendor alignment to MTN’s service objectives.

Own end-to-end delivery of monitoring initiatives: requirement gathering, architecture design, KPI definition, automation buildout, dashboard/reporting implementation, rollout support, user enablement, and continuous enhancement.

Developed AI-assisted tools to automate lead capture, enrichment, and early-stage qualification workflows.

Implemented automation logic that reduced repetitive operational work and improved lead pipeline consistency.

Contributed to the company’s software infrastructure, improving reliability and maintainability across internal systems.

Collaborated on product and engineering delivery to align AI capabilities with measurable business outcomes.

Developed and integrated AI-driven features to improve automation, insight generation, and decision support for client solutions.

Built blockchain-enabled components focused on verification, trust, and transaction integrity.

Delivered end-to-end software engineering across frontend, backend, and data flows for production-ready products.

Worked directly with stakeholders to scope requirements and convert business goals into deployable technical solutions.

Led development of products and services from planning through implementation across multiple startup initiatives.

Provided technical leadership on architecture, delivery standards, and engineering quality.

Mentored and trained developers through code reviews, pairing, and practical implementation guidance.

Aligned cross-functional contributors around roadmaps, priorities, and delivery milestones.

Managed engineering delivery for core product initiatives, ensuring alignment with roadmap priorities and timelines.

Combined project leadership with hands-on software engineering to accelerate feature implementation and releases.

Coordinated engineers across tasks and milestones to improve delivery predictability and product quality.

Drove technical excellence through structured planning, implementation standards, and continuous improvement practices.

Designed and implemented scalable and secure infrastructure solutions for evolving business and product requirements.

Worked across cloud platforms, containerization, and orchestration tooling to improve deployment consistency and resilience.

Strengthened system reliability, security posture, and operational visibility through infrastructure best practices.

Collaborated with teams to align architecture decisions with delivery needs and long-term maintainability.

Partnered with leadership to identify operational bottlenecks, redesign workflows, and implement technology solutions aligned to business strategy across multiple companies in the group.

Contributed to the full lifecycle of internal digital products—from problem discovery and solution design to implementation and preparation for external commercialization as SaaS offerings.

Administered and maintained physical Windows Server infrastructure and server-room operations to support system availability, security, and business continuity.

Managed enterprise technology operations including Microsoft 365 administration, office licensing, digital workplace tools, user support, and day-to-day IT service reliability.

Led technical evaluations for major technology initiatives, assessing vendors and recommending sourcing decisions based on business fit, cost, and operational suitability.

Supported technical talent acquisition through university outreach, candidate sourcing, interviews, and evaluation, interviewing 20+ candidates.

Mentored approximately 8 interns on onboarding, project delivery, software engineering practices, and professional development, with 5 transitioning into full-time roles.

Delivered a major digital transformation initiative for an employee management business by replacing paper-heavy workflows with digital systems that improved efficiency, reduced errors, and strengthened reporting.

Improved leadership visibility through better reporting and faster management insights, helping increase operational scalability and client onboarding readiness.

Worked cross-functionally across business consulting, infrastructure, software delivery, project coordination, and people development to create measurable operational outcomes.

Developed and maintained full-stack applications supporting internal workflows and client-facing HR processes.

Improved platform capabilities across data handling, user workflows, and operational efficiency.

Collaborated with stakeholders to translate functional HR requirements into scalable technical solutions.

Contributed to continuous product and infrastructure improvements to support reliability and growth.

Provided strategic consulting on platform modernization and migration planning from legacy systems.

Collaborated with third-party development teams to architect and implement scalable web solutions.

Managed Azure cloud deployments and infrastructure optimization to improve performance and reliability.

Supported community-building initiatives that strengthened the company’s developer ecosystem and tech brand presence.

Assisted with teaching and student support in database systems and web design, helping students with technical concepts, assignments, and project implementation.

Supported research applying data analysis techniques to segment voter behavior in political primaries.

Contributed to behavioral segmentation, pattern identification, and structured interpretation for data-driven political analysis.

Mentored students through the University of Ghana AI Club with weekly project support in AI, analytics, and practical technical development.