• Provide leadership, coaching, mentoring, performance management, capacity building and people development.• Day-to-day operational control and management for customer-facing operations.• Attend regular operational and business review meetings as well as concurrent meetings with customer's managers.• Participate in the review processes and workflow to diagnose areas for improvement.• Create, implement and maintain business processes, proactively proposing improvement plans where gaps are noticed.• Manage and maintain strong relationships with clients, maintaining continuous lines of communication, and keeping relevant key stakeholders informed of all critical issues• Driving business strategy to maximize operational excellence in accordance with the overall organizational strategy.• Establish and monitor operational processes to meet or exceed customer expectations and ensure high customer satisfaction.• Build managerial capability within the management team and pipeline related to the employee lifecycle• Lead resource planning processes to grow internal talent and create contingencies for short-term capacity gaps.• Run, analyze reports, and create action items to improve the operation and ensure metrics achievement, owning and suggesting plans around people management, attrition, training, empowerment together with team and stakeholders.• Ensure the performance management process is in place along with resource & succession planning.• Day-to-day operational control & management for customer-facing operations.• Responsible for meeting customer KPI’s and SLA’s including analysis of performance & operational metrics.

• Guide teams of engineers, delegate tasks, evaluate performance and progression of project pace.• Research & initiate proven strategies to achieve company goals, ensuring set K.P.I’s are all met.• Professionally communicate project status, timelines & milestones with senior level management.• Implemented & monitored integration between applications while developing test various cases.• Cheered by management for motivating sub-ordinates which drove performance positively by 9%.

• Lead & rendered expertise on matters relating to Exchange Online Identity & Outlook technologies• Acted as next level for issues escalated, performed advanced technical troubleshooting strategies.• Mentored a team of 20 technical support engineers utilizing clients scenarios while providing reviews.• Initiated & orientated technical support members on best international practices to perform duties.

• Mitigated critical issues by devising, initiating & implementing proactive strategies to arrest issues.• Implemented disaster recovery procedures and back up of all important management resources.• Mediated to resolving conflicts, clarifying work relationships & alleviating communication problems.• Operated with high integrity, built trust and earned credibility with internal and external clientele.

• Trained & inspired junior operators on how to professionally and safely carry out all assigned duties.• Performed root cause analysis to recover from service interruptions & prevent recurring problems.• Consulted the knowledge of senior colleagues regarding arising technical or operational I.T issues.• Recognized by superiors for first class performance as 3 times employee of the month honoree.

• Rendered professional advice on selection and purchase of I.T equipment & associated peripherals.• Charged with diagnosing, fixing & troubleshooting various computer hardware & software problems.• Handled installations, upgrade and configuration support for Windows, MAC OS and Linux systems.• Designed feedback forms and conducted surveys from customers to show areas of improvements.

• Charged with overseeing asset management and work plan management for the organization.• Ensured proper security of all company's data, network access and backups preventing breaches.• Maintained processes for administrative operations to greatly improve its accuracy and efficiency.• Collaborated in work load documentation, implementation of guidelines and performance tracking.

• Acted as the go-to-guy or first point of contact for all arising network related queries and issues.• Facilitated opened tickets ensuring they are tracked up to closure according to customers SLA's.• Tested, upgraded & improved network ensuring smooth & reliable operation for fulfilling. Objectives.• Commended on network problem-solving skills as 80% of problems reported got efficiently resolved.

• Ensured all activities performed are in strict full compliance with NOC processes and procedures.• Monitored alarms network & implemented proactive strategies to prevent network performance drop.• Utilized Standard operating procedures to answer all forwarded network support related calls.• Ensured escalation procedures are followed accordingly as soon as non-conformance is identified.

• Initiated data gathering, data collation, data processing and proper storage of created records.• Organized, scheduled upgrades and maintained IT equipments so they work uninterrupted in future.• Populated database management system with new information or transferred existing data into it.• Created contents, attended training sessions and performed analysis on clients feedback forms.

• Organized, inputted and presented data; utilized MS Word, MS Excel and MS PowerPoint apps.• Performed objectives such as information gathering, process verification and report generation.• Awarded “Best NYSC Corper Trophy” for diligence and commitment to assigned responsibilities. • Request management, general inquiry & complaint resolution for students/lecturers.• Collated soft copies of courses, organized content, uploaded copies and provided recommendation.