Oliver Okeke Email and Phone Number

1. Proactively monitor all ipNX owned & installed network elements in corporate customers’ premises.2. Analyze link usage trends: including uptime, downtime, and bandwidth utilization3. Onboard new services on the Network management and service Management tools4. Update changes to links on monitoring tools5. Identify problem incident based defined SOP6. Track to closure identified problem incidents based on defined SOP (Standard Operating Procedure)7. Track internal changes from service partners and internal network operation teams based on defined SOP8. Initiate and manage change control as required9. Produce periodic error-free service reports in order to inform both management and external clients of service levels achieved and areas of service improvement required.10. Prepare daily incidence summary reports.11. Prepare monthly availability reports and reconciliation for customers.12. Generate outage, fault and utilization reports as well as cause analysis/ reason for outage reports.13. Prepare RCA (Root cause analysis) and RFO (Reason for outage) reports for customers.14. Liaise with clients on updates of progress on Service Requests and Incidents reports ensuring they are kept up to date. Dissemination of information regarding network faulty condition, causes, planned outage period for repair/preventive maintenance.15. Ensure daily updates of all complaints not closed (open tickets) by following up with person(s), units and organizations responsible.16. Ensure initial call assessment, resolution (if possible) or escalate to the appropriate technical group.17. Identify, document and alert supervisor of trends in customer calls.

Creating a priority list of all tasks in the workflow for each contractSupervising projects to ensure they follow the timelineEnsuring the team follows all required proceduresAnalyzing the workload and each employee’s response to it regularlyOptimizing the workflow structureMaking sure team members meet deadlines within the allocated budgetManaging the day-to-day IT operations, networks, and computer systemsCreating IT project budgets and reallocating resources where necessaryDirecting the recruitment of IT staff and mentoring the in-house IT teamEnsuring that employees are following computer use, information security, and privacy policiesProviding regular and up-to-date status reports to stakeholdersDeveloping a renewal and upgrade schedule for company software programsRunning vendor management process to ensure the company’s data securityEnsuring that the project is timely by setting time marksSustaining the project after completion by devising suitable maintenance and troubleshooting methods

1. Responsible for the daily running of Unilever IT HELPDESK contracted to SystemTech.2. Heads the Unilever Helpdesk with three (3) engineers and functions as a Level 2 Support Engineer3. Manages Unilever asset store, movement of assets, and asset allocation using asset tracking software4. Ensure customer expectations are met in terms of communication, prioritizing, escalating, and resolving incidents and requests.5. Clearly define strategies for meeting the needs of clients and consumers of IT services/support.6. User Support on all Unilever Software Applications like SAP, SharePoint, LeverEdge, Office 0365, etc.7. User support on all Hardware Machines that include Dell Laptops & Desktops, HP File & Print Server, Cisco Desk Phones, Samsung & Apple Phones8. Advises Unilever I.T Manager on I.T Orders and requirements (Growth and Refresh)9. Manages risk assessments and security scans on the network and vulnerable IT assets.10. Manages all incident tickets and User Request tickets to resolution within SLA.11. Local Lead Deskside Support Engineer on project delivery (Win. 8.1 & 10 migration, SharePoint & Office 0365, OneDrive for Business, Skype for Business, BYOD, etc.)

1. Clearly define strategies for meeting the needs of clients and consumers of IT services.2. Assist in performing risk assessments and security scans on the network and vulnerable IT assets.3. Notify users of vulnerabilities within their systems and recommend options for resolving or mitigating the vulnerabilities using approved methods and software.4. Understand business in a manufacturing/sales environment and provide support on IT infrastructure.5. Provide IT support on tools for field and office teams in a manufacturing industry6. Ability to understand customer need and follow through until the identified issue is resolved7. Understand Enterprise Resource Planning (ERP) system, LeverEdge, SAP deployed this application in KD systems and trained KD resources8. Led a team that manages and maintains business processes as it involves IT9. Coaching Interns, plus user education on company IT solutions, policies, etc. 10. Result-oriented on pursuing official endeavors in an FMCG organization11. Ensures excellent customer satisfaction with IT service delivery.Key Achievements:1. Covered the HP Contract at AGIP/NOC three times between 2013 & 2014 for a period of 3 months in total.2. Assisted in ensuring the successful implementation of IT deliverables for the Mega DC site. (Assist in the mounting of Windows SCCM servers, file and print servers, etc., complete built systems)3. Supported the Rollout of SAP to a high level of user satisfaction4. Nigerian Team Lead for Rollout of Windows 7 (over 800 machines)

1. Assists the I.T Administrator in managing the company’s Network LAN facilities; 2. Attends to I.T. user issues and maintains the company's ERP applications.

1. Assist IT manager, in managing over 300 Network users, on-site I.T, LAN, WAN, and VPN facilities and issues. 2. Assist in supervising company on-site I.T Third Party vendors and service providers and manages security issues, disaster recovery planning, and fault management through log file analysis and troubleshooting.