Titilope Olaniyi Email & Phone Number

Lagos State, Nigeria

• Leveraging my expertise in user adoption strategies, I led the successful rollout of IT solutions with well-structured documentation and interactive training initiatives. This maximized user understanding, leading to a 15% improvement in accuracy and a resulting increase in productivity.• Spearhead regular system audits, identifying vulnerabilities and implementing robust security measures. This proactive approach leads to a 30% reduction in security incidents.• I Led vulnerability assessments and penetration testing, identifying and remediating security weaknesses in IT infrastructure. This resulted in a significantly more secure network environment, minimizing potential risks.• Foster collaboration across cross-functional teams, leading to a 20% reduction in project timelines, improved resource allocation, and a more user-friendly experience for our customers• Provide prompt and efficient IT support for over 300 users across Africa, ensuring minimal downtime and maximizing user productivity.• Troubleshoot a wide range of technical issues related to hardware, software, network connectivity, and user access.• Implement and maintain IT policies and procedures to ensure compliance with industry standards and regulations.• Maintain a high level of customer satisfaction by providing timely and efficient support.

Nigeria

• Led a team that leveraged the use of Power Apps to create efficient self-service tools (flight-booking, vehicle maintenance, employee confirmation). These tools improved process flow by 100% and empowered employees to manage tasks independently. • Provided advanced level technical support and troubleshooting to over 500 NIKESA users across Nigeria, Kenya, and South Africa for various business units, which ensured seamless user experience, and reduced downtime by 20% across different regions.• Spearheaded the implementation of ManageEngine Service Desk across Nigeria, Kenya, and South Africa, leading a team of Level 1 IT Support Specialists. This not only streamlined end-user issue resolution for various business units but also resulted in a remarkable 150% increase in customer satisfaction. Additionally, I fostered a high-performing team environment.• Implemented security best practices, including firewall configuration and regular vulnerability assessments, resulting in zero security breaches over a two-year period.• Successfully supervised the migration of users from the SBFE (Europe) to the SBFA (Asia) network, achieving a successful transition between regional network infrastructures.• After successfully migrating the business from the SBFE (Europe) to the SBFA (Asia) network, I facilitated user training across a wide range of applications for employees in Nigeria, Kenya, and South Africa. This comprehensive training program equipped users with the necessary skills to leverage the new applications and increased productivity by 20%.• Managed the entire IT infrastructure lifecycle, encompassing repair, cleanup, and responsible disposal of equipment, adhering to best practices.• Managed Microsoft Office 365 for user access, collaboration tools, and ensuring a secure cloud environment.

Lagos State, Nigeria

• Provided advanced technical assistance to NIKESA users across Nigeria, Kenya, and South Africa.• Coordinated the migration of users from the SBFE (Europe) to the SBFA (Asia) network, facilitating a successful switch between regional network infrastructures.• Ensured the smooth operation and upkeep of IT systems, including hardware, software, and network components.• Analyzed, assigned, and tracked incident tickets to expedite resolution and minimize downtime, enhancing IT service efficiency.• Supported Suntory employees in utilizing essential business applications like SAP, SharePoint, and Docma, ensuring efficient workflow and information management.

Nigeria

• Provided first-line IT support (phone, email, face-to-face) to over 200 users across various locations (VI, Ikeja, Isolo, Ibadan, etc.). • Installed and configured computer hardware, operating systems, and application software.• Effectively configured and supported Office 365 applications like Word, Excel, PowerPoint, Teams, and Forms.• Performed troubleshooting on laptops, printers, desktops, networks, and peripheral devices.• Reset user domain and Turnquest passwords using ManageEngine Active Directory.• Utilized ManageEngine remote control tools to perform administrative tasks for users.

Lagos, Nigeria

• Provided ongoing support for the Turnquest General Insurance System• Offered daily support for IT issues arising from the Turnquest CRM Management system.• Ensured thorough testing of in-house developed applications, such as the AIICO E-business self-service platform

Lagos, Nigeria

• Provided frontline technical support to users, resolving hardware and software issues in a timely manner.• Installed, configured, and maintained computer systems, networks, and peripherals.• Managed user accounts and permissions, ensuring security and access control.• Conducted training sessions for users to enhance their IT skills and promote best practices.• Documented IT procedures and processes for reference and training purposes

Lagos, Nigeria

• Provided technical support to users, resolving issues promptly and efficiently to minimize downtime• Effectively escalated complex or unresolved IT customer issues to higher support levels for prompt resolution.• Maintained an inventory of hardware equipment assigned to users and spare parts kept in storage, ensuring efficient asset tracking.• Ensured the Network Monitoring Station (NMS) was active, contributing to proactive network management and problem identification.• Compiled and documented relevant systems and network information (e.g., BTS policies), creating valuable resources for future reference.• Updated the technology tips database with relevant inputs from other BTS staff, fostering a collaborative knowledge-sharing environment.

Alausa Region

• Provided technical assistance and support to users via phone, email, or in person.• Diagnosed and resolved technical hardware and software issues.• Provided timely updates and communication to users regarding the status of their requests.• Contributed to continuous improvement initiatives to enhance service delivery and user satisfaction.• Escalated complex issues to appropriate teams or personnel for further investigation and resolution.

M.Sc, Production And Operations Management

Masters of Science in Production and Operations Management

B.Sc, Electronic And Computer Engineering, Second Class Upper Division