• Lead the implementation of our cloud-based and online help desk solutions, ensuring alignment with client requirements and operational goals.• Facilitate stakeholder consultations, gathering user feedback to enhance the functionality and user experience of SaaS solutions.• Develop project proposals and frameworks, addressing client needs while incorporating innovative approaches to automation and sustainability.• Organize and deliver training sessions for clients, building capacity to optimize the use of cloud-based solutions.

• Restructuring the roles of the company’s employees to adopt the dynamic changes in the market;• Oversee the company’s day-to-day operations.• Analyze and implement policies and procedures.• Motivating the employees and enhance their entrepreneurial skills which leads to new opportunities. • Supervised short- and long-term business plans and initiatives and assisted in budgeting activities.• Reporting to the CEO.

Managed the entire project lifecycle, ensuring successful delivery from initiation through to closure.• Led stakeholder coordination, ensuring effective communication and collaboration between clients,government entities, and international organizations.• Successfully executed key projects such as the CAC Bank Disaster Recovery Solution and the CentralBank CCTV Surveillance System, ensuring they met technical and regulatory requirements.• Played a key role in procurement and tendering processes, contributing to the successful selectionand management of vendors.• Identified and mitigated project risks, ensuring that all deliverables met the acceptance criteria andproject timelines.

Provided second-level IT support, troubleshooting and resolving complex technical issues for clients.• Collaborated with Tier 3 support teams (manufacturers such as Dell Technologies and Microsoft) toensure timely resolution of high-priority technical challenges.• Contributed to the development of internal IT service management courses, enhancing teamknowledge and improving service delivery standards.• Assisted in identifying recurring technical issues, providing feedback to the product developmentteam to drive continuous improvement in service quality.