Lead strategic initiatives and cultivate enduring relationships with key business leaders to align technical objectives with overarching business strategies. In my role as the Product Operations Lead and Service Manager for the KYC SIM registration (BioSmart) application at Globacom, I oversee a user base of over 60 million customers. I direct and mentor a dynamic team of support engineers, ensuring optimal fulfillment of telecom SLAs.Spearheaded cross-functional collaboration with engineering and product teams, contributing to the creation of strategic plans aimed at delivering innovative features for the KYC SIM registration application and enhancing overall software performance. I also direct the acquisition and seamless delivery of new product releases for the BioSmart application, ensuring timely and efficient rollouts that consistently meet or exceed client expectations.

As a Service Level Manager at Seamfix, I improved operational efficiency by standardizing release management processes and implementing a robust system for tracking service requests. I led ongoing initiatives to enhance productivity and efficiency and supervised support engineers specializing in telecom SLA fulfillment, troubleshooting, and backend analysis for software solutions.

As BluDive's Project and Service Delivery Manager from 2016 to 2022, I led the development of enterprise-level solutions, overseeing the entire project life cycle, including roadmap creation, resource allocation, and timeline determination. My responsibilities extended to crafting business proposals, scoping projects, and conducting ROI analysis. Achieving over 90% SLA adherence, I implemented efficient service delivery processes aligned with ITIL standards.Key achievements include obtaining ISO 9001:2015 certification through the introduction of a Quality Management System and enhancing customer service with ManageEngine ServiceDesk Plus. Emphasizing a customer-centric approach, I integrated ZohoCRM, conducted quarterly reviews for deeper client engagement, and addressed skill gaps, resulting in the exclusive IBM Platinum Partnership in West Africa.Strategic partnerships with industry leaders such as VMware, Dell EMC, Commvault, RedHat, and Thycotic drove market share growth. I initiated quarterly customer satisfaction surveys, translating insights into actionable strategies. Additionally, I provided transparent insights into project and incident performance through monthly, quarterly, and yearly Key Performance Indicator (KPI) tracking and reporting.

As an Application Administrator at CWG Plc, I played a crucial role in managing internal customer service and end-user support for a cloud-based communications and infrastructure-managed services provider. My responsibilities encompassed a wide range of tasks, from installing and configuring software to troubleshooting and ensuring the smooth operation of various systems.Noteworthy achievements include a 20% reduction in the operating budget through strategic cost-cutting initiatives and a remarkable 99.9% increase in departmental productivity within two years. I also led the implementation of IT Asset Management (ITAM) best practices, improving overall efficiency, and consolidated incident reports, enhancing tracking and resolution times.During the SAP Implementation, I served as a key member of the data migration and infrastructure team, later taking on the role of SAP Helpdesk Team Lead. Additionally, I led the configuration and support efforts during the implementation of ServiceDesk, ensuring a seamless transition and optimal performance.In essence, my role as an Application Administrator involved not only providing technical support but also contributing strategically to cost reduction, productivity enhancement, and the successful implementation of IT management practices within CWG Plc.

As a Service Desk professional at CWG Plc, I served as the primary contact for critical Priority 1 issues, conducting thorough investigations, root cause analyses, and resolutions for systems, application, network, and hardware issues. My role included documenting incidents and remediation activities while providing training to resources on helpdesk management and support.Notable achievements during my tenure include achieving an outstanding 99.9% compliance with operational level agreements (OLA), implementing remote asset management for efficient system and software updates, and significantly reducing average response time to 30 minutes and average resolution time to three hours through strategic enhancements to helpdesk management tools and processes.