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ADETUNDE C. KARUNWI
IT Infrastructure Specialist | IT Service Management |Project Management |
Lagos State,LA
Summary
With over 12 years’ experience in ICT with vast specialization in business applications, end-user support, hardware, LAN Infrastructure, networking, IT auditing, and project management at different sectors with ability to provide effective service and support. Also I have make significant contribution to teamwork and individual success by developing IT strategies in adopting best practice, standards and processes using ITIL life cycles. My strength lies in IT service delivery operation, IT Infrastructure, Systems auditing, and compliance and innovation while ensuring continuous service improvement to achieve business needs.
Overview
10
10
years of professional experience
3
3
Certifications
Work History
Manager, IT Service Delivery Operation
Sterling Oil & Gas Exploration Production
Victoria Island, Lagos State
2021.02 - Current
- Developing and Implementing standard operating procedures and ensuring, service desk meet, standards;
- Periodic reviewing of existing resources (personnel, monitoring tools, and systems) to ensure quality service support delivery;
- Coordination and Management of New and existing IT Projects;
- Managing and monitoring ICT service desk tools, voice mail systems, and customer service tracking tools
- Effective training and support to the IT Associates and Business Users;
- Ensures that proper escalation paths are followed by the support staff, and in line with documented procedures and policies;
- Plan, coordinate and conduct independent reviews on the Business Operational procedures, IT systems and procedures and make recommendations to the IT Management heads as appropriate;
- Coordinate internal resources and third parties/vendors for execution of projects;
- Build relationships with business Head of Departments across the organisation to understand issues and identify areas for improvement for the organization as a whole;
- Create and maintain comprehensive ICT asset documentation, and perform IT auditing
- Resolve issues escalated by technicians, and engineers;
- Procurement Coordination (New Purchases incl
- End user computing and IT Infrastructure equipment)
- Implementing processes and ensuring ICT met ITIL standards
- Periodic review of existing resources (personnel, monitoring tools, and systems) to ensure quality service support delivery;
- Collaborating with desktop engineers for image capture and build for new laptop refresh and maintenance as per agreed
- Administration of IT operations
- Ensuring the availability, capacity, security, stability and performance of the networking infrastructure in the Organization
- Coordinating and assisting in the configuration, installation, operation, and maintenance of end-user tools at all supported locations
- Control costs and budgets regarding IT systems
- Collaboration and Co-ordination across all department heads
- Ensuring data is handled, transferred or processed according to legal and company guidelines;
- Work closely with Managements to prioritize business and information needs.
IT HelpDesk Manager
Sterling Oil & Gas Exploration
02.2020 - 01.2021
- Managed the IT help desk team and evaluate performance
- Ensure customer service is timely and accurate on a daily basis
- Recruit, train and support help desk representatives and technicians
- Set specific customer service standards
- Contribute to improving customer support by actively responding to queries and handling complaints
- Establish best practices through the entire technical support process
- Follow up with customers to identify areas of improvement
- Develop daily, weekly and monthly reports on help desk team’s productivity
- Provide customer feedback to the appropriate internal teams
- Managing and monitoring ICT help desk tools, voice mail systems, and customer service tracking tools
- Ensures that proper escalation paths are followed by the support staff, and in line with documented procedures and policies;
- Build relationships with leaders across the organization to understand issues and identify areas for improvement for the organization as a whole;
- Periodic review of existing resources (personnel, monitoring tools, and systems) to ensure quality service support delivery;
- Coordinating and assisting in the configuration, installation, operation, and maintenance of end-user tools at all supported locations
- Using SysAid, a Service Desk tool to establish new processes and procedures on responding to various security incidents, increasing response time, and improving overall customer service
- Collaboration and Co-ordination of pending service requests across all Unit Head
- Computer Warehouse Group
- PLC (Subsidiary of 9mobille
- Telecommunication)
Supervisor, Regional End User Support Engineer
InterOil Investment Nig. Ltd
03.2018 - 02.2020
- Supervised End User Support personnel within south south locations, oversees SIM registration devices, computer system, and software maintenance and repair; assist with computer equipment purchasing and installation; maintains network and connectivity for users; liaise with vendors for third-party equipment and making SLA are met
- Lead the end user team, managing conflict, and ensuring the team's processes and tasks are carried out efficiently
- Determined ways to reduce costs without sacrificing customer satisfaction
- Deployed and Managed of Windows 7/8/10 operating systems, Office 0365, Enterprise Resource
- Planning
- Managed Active Directory and Joining of computer systems to domain network
- Diagnosed computer hardware, network systems, and computer software programs accurately and quickly
- Managed and support conference meeting, audio, and multimedia;
- Provided general desktop support, project coordination, imaging/ re-imaging PCs, and laptops
- Provided one on one assistance to end-user regarding the technical flaw, either by phone, mails or in- person and managing other locations within the Port Harcourt Regional Office
- Liaised with 3rd Level support for issue resolutions
- Planned, monitored, and managed software license and PC assets to ensure compliance with vendor contracts
- Resolved network related issues like a local area connection problem, network access, mails, internet
- Backup and restore data files including users’ data, email to iCloud
- Coordinates with third-party service provider for timely repair of the system under the maintenance agreement and warranty
- Installation of other peripherals like printers, scanners, cabling systems like local area network cables, network interface cards, wired switches
- Provide periodic reporting and presentation of IT Support operations to Management, Subsidiary of INTELS NIG.
Team Lead – ICT Customer Support Technician
Pinnacle Concept Limited
06.2014 - 12.2017
- Team Lead and first point of escalation covering all remote offices and residence within Rivers, Lagos,
- Warri, Abuja, and Calabar
- Handling a variety of functions including customer service via centralized channel, providing support and managing clients/user’s request and complains and field supervision of existing infrastructure
- Provided first-level technical support and escalate issues to Tier 2 and 3 support when necessary
- Processed data back-up and recovery of user data stored on End User devices to Server shared folders
- Responded to 2nd level escalation requests for assistance with technology-based platforms by providing remote [RDC, Dameware, MSRA, and TeamViewer] and/or in-person support
- Installed and configured Symantec desktop email encryption PGP with Microsoft Outlook
- Take ownership of customer’s problems and follow up the status of problems on behalf of the user and communicate progress in a timely manner
- Monitored and support data network downtime: Switches, routers, data network devices, Network links, GSM Boosters, PBX, IP telephones and implement changes as required in improving performance
- Maintained a high degree of customer service practices for all technical support queries, and adhere to
- IT service management principles
- Provided support for users on Networking problems, Microsoft packages, Microsoft AX, Great Plains,
- SAP, and Navision, operating Systems, and proprietary applications used within the Organization
- Key Achievements:
- Resolved customer issues in a clear, courteous and straightforward manner
- Contributes towards the development of policies and procedures
- Supports continuous improvement to achieve consistently excellent client and employee satisfaction;
- Identified and recommends improvements in processes, procedures and tools usage;
- Monitored sub-contractors to ensure standards & guidelines are maintained during the implementation of warranty works, Subsidiary of National
- Planning Commission
IT/Network Project Officer
West Africa Examination, Council, WAEC
04.2012 - 05.2014
- Monitoring and maintaining computer systems and network performance and downtime
- Installation and configuration of computer systems and faulty parts,
- Diagnosed hardware and software faults and solve technical and applications problems, either over the phone or in-person
- Troubleshoot system and network problems, diagnosing and solving hardware or software faults
- Provide support, including procedural documentation and relevant reports
- Set up new users' accounts and profiles and deal with password issues
- Respond within agreed time limits to call-outs
- Educate Users on the usage of computer systems
- Applications support specialist
- Establish a good working relationship with users and other professionals
Assistant System Support
NYSC Corp
03.2010 - 02.2011
- Provide system support to users within the institution
- Assist with Marking and Coordination of Examination
- Assist with the repair and maintenance of Workstations
- Other related duties assigned by the Head of System support Unit.
Education
M.Sc - Info. Technology
National Open University
B.Sc - Physics
University of Jos
ITIL V3 Foundation Microsoft Certified Professional - undefined
Certified Information System Auditors (In View) PMP (In-view - undefined
Skills
Vast Technical Troubleshooting
Certification
ITIL
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Quote
There is a powerful driving force inside every human being that, once unleashed, can make any vision, dream, or desire a reality.
Tony Robbins
Timeline
CISA
03-2022
Manager, IT Service Delivery Operation
Sterling Oil & Gas Exploration Production
2021.02 - Current
IT HelpDesk Manager
Sterling Oil & Gas Exploration
02.2020 - 01.2021
ITIL
11-2019
Supervisor, Regional End User Support Engineer
InterOil Investment Nig. Ltd
03.2018 - 02.2020
Team Lead – ICT Customer Support Technician
Pinnacle Concept Limited
06.2014 - 12.2017
Network Security
09-2012
IT/Network Project Officer
West Africa Examination, Council, WAEC
04.2012 - 05.2014
Assistant System Support
NYSC Corp
03.2010 - 02.2011
M.Sc - Info. Technology
National Open University
B.Sc - Physics
University of Jos
ITIL V3 Foundation Microsoft Certified Professional - undefined
Certified Information System Auditors (In View) PMP (In-view - undefined
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