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Result-driven, innovative IT professional with over 10 years experience in IT service management and process improvement, with a focus on IT service delivery, software product development, quality at speed for software product releases, supporting enterprise software applications, and consumer IT solutions. Passionate about IT service delivery and support, adept at helping to create and disseminate best practices that foster team efficiency, proactive service support, improve customer retention,  facilitate company growth, and maximize financial control.

Strategic leader within the enterprise, experienced in using agile IT frameworks to build cross-functional, and  collaborative  IT service support teams, embracing and adopting a DevOps  cultural and technical outlook.

Successfully lead medium to large teams, and demonstrated leadership in multicultural environment with global participation. A strong and and effective communicator while working with software product development teams. 

SPECIALTIES:
► Working with Software Product, and Development Managers in creating cross-functional Agile teams who deliver products and solutions with a focus on quality at speed.

► Project, Product, & Release Management

► Focus on delivering quality at speed, and increasing the velocity of IT service delivery and support.

Work History

Sep 2015Present

VP, Technology Operations & Release Management

Konga Online Shopping Ltd

Manage delivery of key business services and end-user support across the entire enterprise

Manage software product release and quality testing, by leading team of Software Engineers in Test, and Release Manager.

Provide superior internal and external customer technical service support as defined through customer satisfaction surveys and support metric service level agreements

Own and optimize all aspects of the internal IT support, and service delivery

Conduct consistent tools and ROI analysis to assess needed IT and Infrastructure needs as well as identify compliance and consistency gaps

Work closely with People Engagement team to onboard, and support new TechOps team members, delivering programs and policies that improve everyone’s work experience

Work with software product development teams for key deployments of new software product releases

Develop administrative policies and procedures, identify and implement continual process improvement opportunities

Provide insightful and actionable activity, progress and status reports

Own IT budget anticipating for company growth

Manage equipment standards and purchase orders for desktop and mobile computing environment

Ensure licensing requirements are effectively managed and maintained

Ensure timely patching of operating system, security, and application software

Mar 2015Aug 2015

Head, Technology Operations

Konga Online Shopping Ltd

Lead and manage cross-functional TechOps team, responsible for delivering internal IT service support, identifying and escalating incidents and problems relating to Konga's e-Commerce platform, customer site experience issues, internal software applications, internal and remote desktop and mobile support

Direct the IT team and ensure alignment of IT with overall business requirements.

Worked with People Engagement team, to ensure timely and effective on-boarding and off-boarding, for new and out going Konganians (Staff)

Work with software product development teams, to design and provide service support for internal and external product releases.

Manage third party vendor interaction, for IT infrastructure,  and service level agreements.

Grow the capacity of the Konga’s IT operations staff to lead the technology service delivery, and create an environment for continuous improvement 

Actively manage the TechOps budget, and ensure effective use of the company’s resources on technology investments to grow the business.

Nov 2014Mar 2015

TOC Engineering Lead

Konga Online Shopping Ltd

Set up  Technology Operation Center (TOC ), responsible for internal IT service support, monitoring and reporting incidents related to all internal and external customer facing application platforms

Lead a dedicated team of TOC Engineers, who support and manage all 1st and 2nd incident, incident and problem escalations, monitor, escalate, and report  ongoing incidents, and resolutions

Manage IT vendor relations and service level agreements

Responsible for all escalated incidents and problems, specifically 2nd and 3rd line support

Lead IT related projects aimed at continuously improving IT service support across the enterprise

Lead contact for external IT auditors




Nov 2013Nov 2014

Business Analyst

Konga Online Shopping Ltd

Set up of IT Service Desk for 1st and 2nd level incident and problem management

Hire and train Service Desk Engineers for 1st and 2nd level support roles

Role out and Implementation JIRA Service Desk for incident, problem, and change management process across the enterprise

Work with Software QA manager on usability, regression, and sanity testing

Work with software development team on release management, post release regression and usability testing

Create, and publish IT policy documentation

May 2013Oct 2013

Business Analyst (Consultant)

Agaldo Technical Services

Consulting Business Analyst on Rivers State Tax Management System project

Responsible for requirements elicitation through Use Cases and one to one meetings with stakeholders

Create and document functional and non-functional system requirements 

Oct 2011Sep 2012

IT Support Officer

Nigerian Export - Import Bank (NEXIM)

Worked in the management information systems department as part of the desktop support and help desk team

Provided end-user technological support for desktop and LAN related issues

Setup, deployed, and maintained of staff assigned desktops

Assisted in documenting, escalating, and resolution of internal IT related issues

Monitored and responded to phone and e-mail requests for IT support

Mar 2008Apr 2009

Implementation Support Specialist

Apptix Inc

Ensuring all new Apptix clients experienced a smooth transition onto all Apptix SaaS platforms

Providing technical documentation and training for several Apptix platforms

Ensuring new clients were transitioned to the appropriate service support team, after initial implementation period

Providing project management assistance on new client implementation projects, as well as assisting account managers during the course of the project life cycle

Provided 2nd level support to Apptix Help Desk Center

Assisting in QA testing for newly developed Apptix SaaS platforms 

Assisted in email data migration and archiving for new users on to the Apptix SaaS Platforms

Oct 2006Feb 2008

Client Support Analyst

Apptix Inc

Responsible for the management and support of the applications, systems, and system elements that represent the Apptix hosted exchange infrastructure

Managed customer request support tickets to ensure they meet Apptix service level agreement

Provided outstanding customer service to Apptix clients which included the support of hosted exchange services, BlackBerry Enterprise support, and Microsoft SharePoint support

Troubleshot a variety of system and application issues related to email flow, DNS settings, BlackBerry reconciliation, data corruption, Microsoft Outlook, and more.

Education

Certifications

Nov 2009Present

ITIL Foundation Certification in IT Service Management

BCS, The Chartered Institute for IT


Apr 2015Present

ITIL (2011) Intermediate Service Strategy

APMG-International


Mar 2015Present

Gamification

Coursera Verified Certificates