Okwudili Ossai

• Managed the deployment of Oracle NetSuite platform
• Oversaw IT department operations and training.
• Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
• Created and terminated user's accounts from start to finish in business applications.
• Interacted and negotiated with vendors, outsourcers and contractors to secure, value adding products and services.
• Coordinated technical training and personal development classes for staff members.
• Coordinated the repairs and installations of computer-related hardware based on deployment procedures.
• Understood key product management roadmap objectives and requirements to develop product technology strategy.
• Led technology selection and rollout, focusing on organizational planning and supplier service-level agreements.
• Liaised with other departments to minimize network interruptions and possible downtimes.
• Managed life cycle replacement of hardware and software.
• Implemented and maintained technology and software budget.
• Oversaw development and implementation of improvements to support network operations.
• Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
• Oversaw daily performance of computer systems and immediately responded to [Type] issues to keep network up and running.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Wrote strategic business plans outlining need for departmental information technology resources.
• Communicated regularly with customers concerning data exchange and technology integration.

• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• Oversaw IT department operations and training.
• Interacted and negotiated with vendors, outsourcers and contractors to secure products and services.
• Conferred with executives to advise and plan for short-term and long-term IT system upgrade needs.
• Managed life cycle replacement of hardware and software.
• Coordinated secure system access of users to various department systems and platforms.
• Liaised with other departments to minimize network interruptions and possible downtimes.
• Led technical upgrade projects for clients by working and coordinating with consultants and developers for integrations.
• Oversaw development and implementation of improvements to support network operations.
• Communicated regularly with customers concerning data exchange and technology integration.
• Implemented and maintained technology and software budget.
• Wrote strategic business plans outlining need for departmental information technology resources.
• Analyzed network security and current infrastructure, assessing areas in need of improvement.
• Identified computer hardware and network system issues, performing troubleshooting techniques for remediation.
• Communicated with executive team and CEO to maximize development efficiencies and resolve technology issues.
• Collaborated with other departments to help meet IT needs and properly integrate and secure systems.
• Guided organizational technology strategy and roadmaps.

IT Infrastructure & Network Support:

· Maintained a reliable information technology infrastructure, by ensuring that users get the required IT services for daily task operations excellence.

· Achieved 95% uptime on Internet service to enhance Internet availability in the Sales Centre

· Carried out quarterly maintenance schedules on all IT Infrastructure deployed in the Sales Centre

· Increased Bandwidth for seamless Network operations that meet our business requirements.

· Created Internet downtime Logbook to audit the IS providers, Etisalat

IT User Support [Hardware + Applications]:

· Ensured that all users - Email, Oracle –E-business Suite, Oracle I-Procurement, Sales App Mobile, Microsoft Dynamics, VPN access Manager, etc. on users' Laptops are functional.

· Maintained all users - IT work tools and peripherals (Laptops, IPADS, Printers, Mobile and Desktop Phones) are all functional and perform optimally.

· Reduced IT Challenges reported by users to the barest minimum by promptly resolving the challenges reported.

IT Compliance Alignment:

· Made sure that all software in our environment for official tasks is licensed via IT Compliance and monitoring.

· Carried out awareness of BSI ISO 27001:2013 controls our environment. Champion password protection mechanisms – lock screen policy, clear desk policy, and document control

· Provides on-the-spot optimized IT usage awareness training for basic IT knowledge to users.

IT System Upgrade:

· Checked randomly every month for an update on the Symantec Antivirus running on all the laptop systems in our environment

IT Mobile Call credit + Data:

· Prepared a monthly tariff plan for implementation and monitoring compliance and escalated non-conformity for resolution on all Mobile credit and Data on Mobile phones and iPads:

IT Projects & Vendor Management:

· Monitored all IT Projects at the sales Centre and followed up with all outstanding IT projects to make sure that project time, quality, and deliverables were met

IT Budget:

· The IT budget framework was a reference point for IT-related operational tasks.

· The target of IT operations reduction by 5% on recurrent outflows on an annual basis was achieved

IT Asset Management:

· Provision of up-to-date Inventory management of Information Technology Asset Management

· Effectively managed IT assets to meet the technology needs of the EH Nigeria

IT Maintenance & Upgrades:

· Liaised with accredited service centres to deliver on time the required genuine parts on all IT work tools that required either preventive or corrective maintenance.

· Performed troubleshooting, diagnosing, solving, and replacing parts and accessories

• Managed network and system performance, conducting troubleshooting, security patching, and maintenance.
• Oversaw IT department operations and training.
• Coordinated IT operations activities to deliver smooth flow of daily business needs.
• Developed and implemented measures and procedures to protect IT systems from cyber threats and data breaches.
• Implemented BSI ISO 27001:2013 in the public sector.
• Lead Implementer – BSI ISO 27001:2013 (Information Security Management System)
• Lead Auditor – BSI ISO 27001:2013 (Information Security Management System)
• Resolution of IT problems within service level agreement.
• Ensures that regular quality training exists for users on IT support-related incidents

• Assessed personnel performance and implemented incentives and team-building events to boost morale.
• Monitored employee and customer interactions to assess quality of service.
• Prepared employee schedules for maximum coverage during key hours.
• Coached employees through day-to-day work and complex problems.
• Managed specialist team to provide technical assistance and customer service.
• Set priorities and problem-solved workflow issues to maintain rapport with customers and managers.
• Provided technical support to customers, troubleshooting technical issues and providing solutions.
• Collaborated with other teams to identify and resolve customer issues quickly and professionally.
• Created, prepared, and delivered reports to various departments.
• Monitored customer service metrics and provided feedback to team members, upholding quality standards.
• Developed and implemented procedures for responding to customer inquiries and resolving technical issues.
• Developed and maintained relationships with customers to enhance customer satisfaction.
• Analyzed customer service data to identify trends, identify solutions and improve customer experience.
• Created and implemented maintenance plans for customer accounts to secure customer satisfaction and reliability.
• Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
• Developed detailed plans based on broad guidance and direction.
• Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
• Streamlined and monitored quality programs to alleviate overdue compliance activities.
• Assisted in organizing and overseeing assignments to drive operational excellence.
• Defined clear targets and objectives and communicated to other team members.
• Reduced waste and pursued revenue development strategies to keep department aligned with sales and profit targets.
• Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
• Set aggressive targets for employees to drive company success and strengthen motivation.
• Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
• Improved staffing during busy periods by creating employee schedules and monitoring call-outs.
• Launched quality assurance practices for each phase of development
• Established performance goals for employees and provided feedback on methods for reaching those milestones.
• Trained personnel in equipment maintenance and enforced participation in exercises focused on developing key skills.
• Evaluated employee performance and conveyed constructive feedback to improve skills.
• Controlled resources and assets for department activities to comply with industry standards and government regulations.
• Opened and closed location and monitored shift changes to uphold successful operations strategies and maximize business success.
• Maintained positive customer relations by addressing problems head-on and implementing successful corrective actions.
• Used industry expertise, customer service skills and analytical nature to resolve customer concerns and promote loyalty.
• Leveraged data and analytics to make informed decisions and drive business improvements.
• Managed senior-level personnel working in marketing and sales capacities.
• Identified and communicated customer needs to supply chain capacity and quality teams.
• Successfully managed budgets and allocated resources to maximize productivity and profitability.
• Established team priorities, maintained schedules and monitored performance.

Instrumental in coordination, provision, and delivery of IT policy & services with an uptime of 95% for 75 branches within the Northern Region.

· Bank application support: Provide support for some of the bank's in-house applications:

· Reduction of IT Challenges reported by users to the barest minimum by promptly resolving the challenges reported.

· Fiber/V-SAT/Radio support: Provide support on Fiber/V-SAT/Radio Network issues to ensure restoration of services in the event of outages.

· Network /Hardware support: Provides support for all user-related Network and Hardware related issues.

· IT Resource Management: Carry out quarterly maintenance schedule on all IT Infrastructure deployed in various branches for optimal performance.

· Antivirus support: Make sure that all the systems connected to all the computers within my region have up-to-date antivirus software as enshrined in the bank IT policy.

· Routers + Switches: Provide support on the active devices on the network within my region.

· Messaging and collaboration: Install and support Microsoft Outlook, MS - Office Communicator, and Lync2010.

· Service Desk: Making sure that users’ IT requests and incidents reported on the service desk application are treated timely for user satisfaction and business continuity.

· Project Management: Work with vendors handling IT-related projects within my region to make sure that project time, quality, and deliverables are met.

· OS Upgrade: Carry out every quarter OS upgrade using the appropriate security patches.

· IT training: Provides on-the-spot optimized IT usage awareness and quarterly regional IT training for basic IT knowledge to users.

· IT Policy: adherence of 100% and ensures that Bank information is protected in a manner consistent with the Bank's security policy, procedures, guidelines, and standards.

• Studied processes, implemented cost reductions and developed reporting procedures to maintain administrative workflow.
• Collected and analyzed business data from various departments to prepare reports and presentations for management.
• Evaluated operational practices and identified improvement opportunities to develop revisions for systems and procedures.

• Used ticketing systems to manage and process support actions and requests.
• Created help desk tickets, troubleshot and resolved desktop issues.
• Loaded software, granted permissions, and configured hardware for new employees as part of onboarding process.
• Wrote and reviewed tickets to request maintenance to various types of equipment.
• Offered new customers training to reduce frustration and improve customer satisfaction.
• Assisted customers in identifying issues and explained solutions to restore service and functionality.
• Provided Tier 1 IT support to non-technical internal users through desk side support services.
• Resolved escalated issues by serving as subject matter expert on wide-ranging issues.
• Responded to faults in networks to rapidly restore connectivity and prevent unnecessary downtimes.
• Determined hardware and network system issues using proactive troubleshooting techniques.
• Managed backup and recovery of data assets to safeguard system availability.
• Delivered onsite technical support for [Number] employees.
• Prepared new computers and mobile devices according to internal policies on standardized software and security deployments.
• Answered questions and provided information to customers about new software or hardware.
• Assigned system permissions and set up computers to assist with onboarding new employees
• Updated software to safeguard against security flaws.
• Resolved diverse range of technical issues across multiple systems and applications for customers and end-users across various time zones.
• Managed high levels of call flow and responded to [Type] technical support needs.
• Collaborated with supervisors to escalate and address customer inquiries or technical issues.
• Translated complex technical issues into digestible language for non-technical users.
• Monitored systems in operation and quickly troubleshot errors.
• Identified potential sales and cross-selling opportunities and informed supervisor.
• Explained security measures in simple terminology to help users understand malware and phishing threats.
• Documented support interactions for future reference.
• Assisted with updating technical support best practices for use by team.
• Promoted efficiency among departments with prompt resolution of system issues.
• Configured hardware and granted system permissions to new employees.
• Painstakingly and carefully collated and analyzed data every week, the status report on all SATCOM equipment from all the Airports in the Country for 1 year.
• Repairs and maintenance of HP desktop Systems in the agency
• Setting up new Systems and joining them to the domain in the agency
• First-level support calls -Respond to all fault system calls within the agency