ALFRED EGBON
Lagos,Nigeria
Summary
Results-driven IT professional with 7+ years of progressive experience across IT Service Desk Operations, Team Leadership, and IT Service Transition (Change Management). Proven track record in delivering seamless IT service transitions, ensuring minimal business disruption and full compliance with ITIL and ISO 20000 standards.
As a Service Transition Officer, I bring a sharp focus on planning, coordinating, and executing changes with precision—Driving 300+ successful changes with a 98% success rate and implementing tools that improved approval turnaround by 60%. Adept at risk assessment, stakeholder engagement, and post-implementation reviews that ensure stability and continuous improvement.
Previously served as IT Service Desk Team Lead, where I supervised operations, mentored staff, and delivered hands-on support to 200+ users. Notably, I co-led the revitalization of 130+ systems, significantly cutting costs, and drove efficiencies across support and infrastructure management.
Combining a technical foundation with strong problem-solving and leadership skills, I thrive in dynamic environments where collaboration, innovation, and user satisfaction are key. Passionate about optimizing IT services and delivering value at every stage of the IT lifecycle.
Overview
7
7
years of professional experience
4
4
years of post-secondary education
1
1
Certificate
Work History
IT Service Transition Officer
WEMA Bank PLC
Lagos, Nigeria
06.2023 - 04.2025
- Coordinated end-to-end Change Request lifecycle — from submission, risk assessment, and CAB approval to deployment and Post-Implementation Review (PIR).
- Successfully managed the end-to-end execution of 300+ IT changes with a 98% success rate, ensuring full alignment with ITIL best practices and ISO 20000 compliance through proper documentation, testing, and stakeholder approvals.
- Spearheaded the launch of a Change Management Portal, significantly reducing manual tracking and enhancing approval turnaround time by 60%
- Assist in implementing and maintaining IT governance frameworks, ensuring alignment with organizational goals and standards (e.g COBIT and ISO20000)
- Ensured protection of critical IT services during change implementation by enforcing rigorous risk assessments, stakeholder validation, change blackout windows, and rollback planning, minimizing service disruptions and ensuring business continuity.
- Developed and implemented a comprehensive Release Management Checklist to standardize deployment documentation, ensuring consistency, control validation, and audit readiness across all change and release activities.
- Participate in internal audits and reviews, providing documentation and evidence as required
- Identifying opportunities for process improvement and efficiency gains in compliance activities and maintaining a log
- Monitored and reported Change Management KPIs, including change success rate, emergency change ratio, and lead times.
- Ensured every release passed through User Acceptance Testing (UAT) and had documented test evidence prior to deployment.
- Maintaining and managing IT assets that are required for the offered IT services, and their configuration items (CIs)
- Planning, scheduling, and controlling the deployment of various releases to ensure minimal disruption to existing services
- Support current state Information Technology (IT) assessments through interviews, data analysis, and the documentation of findings and support the implementation of IT management technology to the business
- Coordinated production releases with less than 2% incident rate post-deployment by enforcing pre-release validation, stakeholder sign-off, and controlled implementation windows.
- Collaborated with QA to implement Service Validation and Testing (SVT) for all changes, ensuring all deployments passed functional testing, UAT, and rollback validation, resulting in a 95% reduction in post-deployment issues and improved service stability.
IT Systems Support Engineer
ASO Savings and Loans PLC
Abuja, Nigeria
03.2019 - 05.2023
- Led a team of 5 IT service desk staff, assessing employee capabilities, assigning tasks, and ensuring optimal results by fostering a high-performance culture.
- Provided Tier 1 and Tier 2 support to 200+ non-technical internal users, delivering desk-side support and on-site assistance, resolving 90% of issues within SLA targets.
- Supervised daily operations, ensuring adherence to company standards and driving team productivity and efficiency by maintaining streamlined workflows.
- Mentored and coached 5+ junior staff, transforming them into high-performing team members, contributing to a 30% increase in team productivity.
- Oversaw day-to-day operations, ensuring adherence to company standards.
- Developed and implemented change management plans, coordinating IT change activities, ensuring clear communication with stakeholders to ensure understanding and buy-in, resulting in smoother transitions.
- Coordinating, and managing change management activities within IT and communicating change management plans to teammates and key stakeholders to ensure their understanding and buy in
- Conducted User Acceptance Tests (UAT) and release management activities, integrating new updates into live environments with minimal disruption, while conducting Post-Implementation Reviews (PIR) to evaluate success.
- Led a 15-person team to set up 300+ workstations during a company-wide upgrade, installing Win10, basic software packages, and connecting systems to the domain, completing the task 2 weeks ahead of schedule.
- Reduced IT spending by 20% by repairing 130+ desktops and laptops as temporary replacements for end-of-life systems, saving the company significant costs on new hardware.
- Monitored and supported network and enterprise applications (Active Directory, EScan security, MikroTik Dude, SysAid incidents, and identity access control) in a 2-person team, ensuring 99% uptime across core systems.
- Decommissioned 100+ desktops, 40+ printers, and 6 servers, generating cash recovery through auctioning unused IT equipment and reducing clutter in IT asset management.
- Registered 60+ new staff biometric ID cards, handling continuous activation and deactivation of staff clock-in/out access as part of access control management and continuous activation and deactivation of staff ID cards for clocking-in and out
- Monitored and resolved ATM errors, internet banking issues, and mail service interruptions during day and night shifts, improving operational uptime by 15%.
- Performed daily backups for the company's core banking application database, ensuring data integrity and business continuity.
- Created comprehensive support documentation (KEDB), enabling the user community to independently resolve common issues, reducing service desk ticket volume by 25%.
- Completed physical inventory counts and proper documentation on all systems and other IT equipment
- Coordinated with third-party vendors to secure necessary equipment and services on time.
- Troubleshot network issues on systems, switches, and routers, reducing network downtime by 10% through swift issue resolution.
- Worked flexible hours, including night, weekend, and holiday shifts, ensuring 24/7 support and responsiveness for critical IT issues.
- Handled high-priority tickets, improving operational efficiency by resolving 95% of urgent incidents within SLA targets.
Administrative Officer
Lighthouse Cinema
Warri, Nigeria
05.2018 - 12.2018
- Standardized office structures and processes to promote collaboration and increased performance
- Answered multi-line phone system, routing calls, delivering messages to staff and visitors
- Executed record filing system to improve document organization and management
- Restocked supplies and submitted purchase orders to maintain stock levels
- Assisted theatre vendors with necessary setup tasks
- Scanned patrons' tickets, reported invalid tickets to supervisor and assisted patrons to assigned seats
Education
Bachelor of Engineering - Chemical Engineering
Federal University of Petroleum Resources Effurun
Delta, Nigeria 01.2012 - 03.2016
Skills
- Policy & Procedure Development
- IT Service Management (ITSM) Oversight
- Change Control Governance
- Process Standardization (ISO-20000, ISO27001 and COBIT) framework
- Regulatory, External & Internal Audit Support (ISO, PCI-DSS, CBN statutory audit)
- ISO Certification Support for ISO 20000, ISO 27001
- Vendor Evaluation exercise
- Exception Management
- ITIL 4 Managing Professional
- ITIL-4 Foundation
- Training & Awareness
- Asset Management
- Application Inventory Management
- Risk Management
- Creative Problem Solving
Certification
- Scrum Fundamentals Certified (SFC), 10/01/24
- ISO/IEC 20000 Lead Implementer (PECB), 06/01/24
- ITIL (4) High Velocity IT Course Certificate, 06/01/24
- ITIL (4) Drive Stakeholder Value Course Certificate, 06/01/24
- ITIL (4) Direct, Plan and Improve Course Certificate, 06/01/24
- ITIL (4) Create, Deliver and Support Course Certificate, 05/01/24
- Certificate of course completion on Foundation of Software Testing and Validation., 04/01/24
- Certificate of course completion on API Security Fundamentals., 12/01/23
- Training certification course on ISO-20000 lead implementer., 08/01/23
- Training certification course on COBIT-2019 foundation, 08/01/23
- Certificate of Course completion on Introduction to Data Analytics by IBM., 08/01/23
- Certificate of course completion on NIST - Cyber Security Framework Foundation, 01/01/22
- Certificate of course completion on Local Area Networking & OSI Model, 07/01/21
- Certificate of course completion on Cyber Threat Detection and Mitigation for Financial Stability (CIBN), 03/01/20
- Course completion on IT Strategic and Service Management (ITSM/ITIL 4), 05/01/19
- Course completion on SQL Fundamentals, 07/01/19
- Microsoft Technology Associate Certification on Windows Operating systems Foundations, 11/01/19
- Microsoft Technology Associate Certification on Windows Server Administration fundamentals, 11/01/19
- Environmental and safety management (HSE/ESMI), 05/01/18
Affiliations
- Professional Footballer
- Gamer
- Singer
- Technology
- Arts (Drawings)
Timeline
IT Service Transition Officer
WEMA Bank PLC
06.2023 - 04.2025
IT Systems Support Engineer
ASO Savings and Loans PLC
03.2019 - 05.2023
Administrative Officer
Lighthouse Cinema
05.2018 - 12.2018
Bachelor of Engineering - Chemical Engineering
Federal University of Petroleum Resources Effurun
01.2012 - 03.2016
IT CHANGE MANAGEMENT SKILLS
- Stakeholder Management
- Change Request (CR) Management
- User Acceptance Testing
- Release & Deployment Coordination
- ITIL Framework Knowledge
- Impact & Risk Assessment
- Post-Implementation Review (PIR)
- Change Schedule Management
- Audit & Compliance Reporting (ISO/ITGRC)
- Root Cause Analysis (RCA)
- Data Analysis & Metrics
- Documentation & Tracking (MS Excel, SharePoint, Internal CR portal)
- Policy Enforcement
- Tools: SysAid, Dynatrace, BMC Helix, CSM, Global Service Desk, T24 and Azure
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