Grace Nweke Email & Phone Number

United Kingdom

Nigeria

Developed comprehensive dashboards on ServiceNow to provide a bird's eye view of all IT operations tickets across multiple units, enabling real-time monitoring, analysis, and decision-making for operational performance improvement.As a Scrum Master, empowered teams to self-organize, fostering a collaborative environment focused on delivering high-quality products and continuous improvement.Managed all contractors within the affiliate's unit, overseeing their schedules, tracking vacation plans, off days, and man-hours to ensure optimal resource allocation and project delivery.Handled exception cases for IT operations, including critical incidents, service disruptions, and high-priority issues, ensuring timely resolution and minimal impact on business operations.Prioritized and addressed VIP tickets promptly, providing specialized support and personalized service to key stakeholders and executives, enhancing customer satisfaction and maintaining business continuity.Resolved escalated tickets from team members, leveraging technical expertise, problem-solving skills, and collaboration with SMEs to facilitate efficient resolution and minimize downtime.Managed escalation issues within the affiliates, coordinating with the global team to address complex technical challenges, resource constraints, and service level discrepancies, ensuring alignment with organizational standards and priorities.Conducted regular performance analysis and root cause analysis of ticket trends, service metrics, and customer feedback to identify areas for improvement, implement corrective actions, and drive continuous service excellence.Provided guidance, coaching, and mentorship to team members to enhance technical skills, customer service capabilities, and adherence to operational best practices, fostering a culture of collaboration, growth, and accountability.

Nigeria

Implemented a SharePoint Extranet-based e-SIC Portal for registering, training, and issuing certificates to safety induction course participants, resulting in savings of $789,900.00.Designed and deployed online approval forms for the security team, streamlining visitor requests, approvals, reporting, and oversight processes.Created an NG Warehouse Material Movement Form Portal to track material movement and manage four layers of approvals, resulting in savings of $663,000.00.Developed SharePoint Extranet-based Contract monitoring portal facilitating contract review, status monitoring and decision-making resulting in savings of 19,200 hours.Collaborated with business contacts to transition the intern CV submission process to a shared mailbox and created a user-friendly template for efficient data collation and analysis using Excel.Worked with the UIT team to develop and manage a dedicated site for upstream Nigeria digital solutions, enhancing collaboration and productivity.Designed and conducted surveys to evaluate MHE internet services performance, leveraging Excel PivotTables and charts for comprehensive data analysis.Created a concise one-pager to raise awareness on cybersecurity issues within the Upstream Nigeria region, fostering a culture of security awareness.Produced engaging jingles using GoAnimate to promote different units and initiatives, enhancing internal communication and engagement.Conducted multiple targeted trainings on productivity tools such as Excel and Outlook, empowering employees to maximize their efficiency and effectiveness.AWARDS:2020 Global Supply Chain Circle of Excellence Award!2019 R&A Awards for the development of productivity enabling solutions for IT users.2017 UIT All Stars Award

Nigeria

Proficient in creating and managing SharePoint site collections, subsites, and site templates to meet organizational needs.Implemented site architecture best practices to ensure efficient navigation, content organization, and user experience.Developed custom SharePoint applications using out-of-the-box features, AngularJs, SharePoint Rest API.Implemented custom workflows, forms, and solutions to automate business processes and enhance productivity.Utilized InfoPath and Nintex Forms to design and deploy user-friendly forms for data capture and submission.Managed user permissions and security groups within SharePoint, ensuring proper access controls and compliance with organizational policies.Implemented role-based access control (RBAC) strategies to enforce least privilege principles and protect sensitive information.Established content management policies and governance procedures to maintain data integrity, version control, and compliance standards.Conducted regular content audits and implemented information lifecycle management (ILM) strategies to optimize storage utilization and ensure content relevance.Provided end-user support and training for SharePoint functionality, including document management, collaboration tools, and search capabilities.Resolved technical issues and performed root cause analysis to address system errors, performance bottlenecks, and user-reported issues.Facilitated seamless integration with third-party applications, enterprise systems, and cloud services to enhance SharePoint functionality and interoperability.Maintained comprehensive documentation of SharePoint configurations, app customizations, and operational procedures for reference and compliance purposes.Conducted knowledge sharing sessions and contributed to internal training programs to empower users and administrators with SharePoint best practices and tips.

Nigeria

Successfully transitioned to remote work during the COVID-19 pandemic, effectively resolving customer issues and providing technical support while maintaining high levels of service quality and customer satisfaction.Served as the primary asset contact, overseeing the management and tracking of IT assets, including hardware, software licenses, and warranties, to ensure accurate inventory records and compliance with organizational policies.Utilized ServiceNow platform to manage IT support tickets, including ticket creation, assignment, prioritization, and resolution tracking, ensuring timely and efficient handling of customer requests and incidents.Managed IT support queues by assigning technicians to tickets based on skillsets, workload, and priority, optimizing resource allocation and minimizing response times to resolve issues promptly.Proactively followed up on open tickets, collaborated with technicians to expedite resolution efforts, and ensured early closure of tickets upon successful resolution, maintaining service level agreements (SLAs) and customer satisfaction metrics.Provided training and guidance to team members on ServiceNow usage, best practices in ticket management, and customer service strategies, fostering continuous learning and skill development within the team.Implemented quality assurance measures and performed regular audits of ticketing processes to ensure adherence to ITIL standards, compliance with service policies, and alignment with industry best practices.

Nigeria

Provided prompt and effective troubleshooting and technical support for computer and phone issues, diagnosing hardware, software, and network problems to ensure minimal downtime for end-users.Loaded customized Windows installations and deployed PCs according to organizational standards and user requirements, ensuring optimal performance and compatibility.Successfully resolved a wide range of customer-related issues, including software installations, account setups, password resets, and configuration changes, delivering high levels of customer satisfaction.Implemented ITIL best practices and adhered to ITIL frameworks in incident management, and problem management processes to enhance service delivery and efficiency.Maintained accurate documentation of support activities, troubleshooting procedures, and resolution steps to facilitate knowledge sharing and improve team efficiency.Provided user training and guidance on software applications, system functionalities, and best practices to empower end-users and foster self-sufficiency in handling routine tasks and issues.Managed hardware and software inventory, tracking assets, licenses, and warranties to ensure compliance with organizational policies and licensing agreements.Implemented security measures and data protection protocols, including antivirus deployment, software updates, and backup procedures, to safeguard organizational data and systems from threats and vulnerabilities.Collaborated with cross-functional teams and vendors to escalate and resolve complex technical issues, coordinate hardware repairs and replacements, and implement system upgrades and enhancements.Proactively identified areas for process improvement and efficiency gains, contributing to the development and implementation of solutions to streamline support operations and enhance service quality.

Nigeria

Design and installation of 2.2kVA, 4kVA, 1.4kVA solar power systems from the panels, combiner box, inverters to change overs.Website designs, flyers, brochures and business automation templates for businesses.Engineering designs using AUTOCAD.Installation of automatic change overs.Design and installation of CCTV for homes and business use.Design of combiner boxes and distribution panels.Design and simulation of Electrical and Electronic systems using Multisim, Simulink, Proteus, Visio and SolidWorks

Nigeria

Worked as part of the competency assurance standard team that ensures the development of operating and maintenance procedures, ensures they are up to date, formatted according to global operations standard and re-validated on time and when necessary for all locations in Upstream Nigeria

Nigeria

Lectured students on computer packages (AUTOCAD, Multisim, Microsoft Office) and analogue electronics; installation of engineering software packages into the computer systems in the laboratories

Selangor, Malaysia

Research and simulation of vertical axis wind turbine (VAWT) using SIMULINK and proposed design for its realization; simulation of double rotor switched reluctance motor using SIMULINK