Yemisi Fowode-Awode, Mba Email & Phone Number

Nigeria

• Implement processes to increase the KPIs and productivity of team members while optimizing tasks.
• Oversee team members' daily tasks, including Alarm /KPI monitoring, Daily Packet Core Node Health checks, Escalation Management, KPI Reporting, and trouble ticket logging/follow up/closure.
• Increase customers' satisfaction and overall service delivery by conducting preliminary checks on subscribers’ faults.
• Streamline operations by ensuring that standards are followed to prevent KPI breeches.
• Liaise with Back office team to ensure KPIs outside target are investigated and addressed accordingly using performance monitoring/Reporting tools like Eniq stats, Grafana, Nagios, PRTG, SKPI, RADII etc.
• Improve communication with clients by responding to queries and providing updates on Critical/Major Incidents.

• Attained optimal productivity by providing workforce support through shift /task scheduling, training, and performance management.
• Reduced complaints by 30% and improved customer management operations by 20% by using Remedy to manage the Trouble Ticket raised by the front office team.
• Facilitated best practices by developing training content to intimate the team on new applications.
• Taught the team how to use Infovista in six steps and managed clients' expectations.
• Ensured the required technical and operations staff join the incident calls and facilitated timely resolutions.

• Performed major incident debriefs, oversaw service management and initiated escalation procedures.
• Successfully taught the team how to review OLM documents and conduct training needs analysis and evaluation.
• Automated and standardized Packet Core Front office daily reports such as MTN Packet Core Throughput (BH/24Hrs) Trend and updated KPI Trackers.
• Followed up on escalations to 3PP vendors through their escalation Matrix and implemented strategies to manage all escalations.
• Assisted in gathering information for developing OLA/WLA used in the MTN-MS-Packet Core project.
• Reviewed the continuous improvement incident management process and reduced/prevented recurring incidents.

• Coordinated and supervised the surveillance of 13 engineering team members per shift while maintaining standard operational standards.
• Ensured all alarms on network elements were monitored, captured, correctly interpreted, logged, and resolved while faults that cannot be resolved within limited period are escalated/dispatched in line with the severity.
• Coordinated a group of Integrated Site Monitoring (ISM) Vendors (10Nos) and their activities with 12 NOC Representatives within Zain-NOC premises.
• Ensured sites allocated to vendors were monitored and adhered to meeting vendors' SLAs.
• Coordinated the monitoring/Dispatching of all INALA Sites and ensured all approved NOC job orders were executed.
• Managed and planned the schedules of over 50 staff and executed task strategies that supported productivity without disrupting workflow.

Supervised and oversaw the activities of 11 team members of the Network Controllers unit and provided customer support.

Monitored and managed active\functional network elements (Motorola BSC, XCDR, and BTS) and identified solutions while providing viable solutions.

Provided project engineering and service improvement support.

Developed and implemented database for power stations equipment while providing project support.

Master Of Business Administration - Mba

Postgraduate Diploma, Management

Bachelor Of Engineering - Beng, Electrical Electronic Engineering

National Diploma, Electrical/ Electronic Engineering