About
Dynamic Tech Operations Leader with over 7 years of experience spearheading operational excellence and end-to-end IT service delivery in high-pressure telecommunications and IT environments. Proven expertise in leveraging ITIL frameworks, automating solutions like Microsoft Intune for 1,000+ users, and coordinating major incidents to achieve 100% system stability and align local strategies with global business objectives.
Work
METRO AFRICA XPRESS (MAX)
|IT Support & Network Operations Lead
Lagos, Lagos, Nigeria
→
Summary
Led IT support and network operations, managing vendor relationships, ERP systems, and strategic transformations to ensure 100% connectivity and core service availability.
Highlights
Managed a diverse portfolio of 7+ tech suppliers, including ISPs (ipNX, iWorld, Stent Network) and Voice providers (3CX, Kasooko, Aventium), ensuring 100% connectivity uptime and optimizing service level agreements.
Maintained 99.9% uptime for the Odoo ERP platform, ensuring seamless functionality and high data integrity for critical inventory and payment systems.
Spearheaded a strategic transformation from legacy imaging to Microsoft Intune, automating device management for 1,000+ users and enhancing security posture while aligning with modern tech standards.
Served as the primary lead for Nigeria's tech operations, maintaining 99.9% availability of core IT services and ensuring optimal performance across critical infrastructure.
Coordinated hardware lifecycle management with PC vendors like Cloud Pro, optimizing endpoint procurement and maintenance processes for efficient asset utilization.
AIRTEL NETWORK LIMITED
|IT End-User Support / Service Desk
Lagos, Lagos, Nigeria
→
Summary
Provided critical IT end-user support and service desk operations in a 24/7 telecommunications environment, optimizing processes and resolving complex technical issues.
Highlights
Managed high-volume ticket queues in a 24/7 carrier-grade environment, serving as the single point of contact for enterprise clients during major outages and reducing resolution times by 15%.
Optimized Service Desk Standard Operating Procedures (SOPs) by identifying workflow inefficiencies, which directly increased resolution speed by 20% and improved customer satisfaction.
Collaborated with multi-level escalation teams to resolve complex IP and Ethernet technology issues, achieving a 95% first-call resolution rate for critical incidents.
Education
Ahmadu Bello University
→
PGD
Computer Science
University of Ilorin
→
B.Sc. Ed
Economics
Certificates
ITIL Foundation Certification
Issued By
AXELOS Global Best Practice
Cisco Certified Network Administrator (CCNA)
Issued By
Cisco
Microsoft Certified: Azure Fundamentals (AZ-900)
Issued By
Microsoft
Skills
Cloud Platforms
Google Cloud Platform (GCP), Amazon Web Services (AWS), Microsoft Azure.
ERP & ITSM Tools
Odoo ERP, ServiceNow, Jira, Microsoft Intune (MDM), Freshdesk.
Telephony & Connectivity
3CX, Kasooko, Aventium, ipNX, iWorld, Stent Network.
Networking
Cisco Technology (CCNA), IP/MPLS, Ethernet.
Operational Leadership
Day-to-day IT systems management, Team mentoring, Professional growth.
Vendor & Supplier Management
SLA compliance, ISP management, SaaS provider management.
Service Management
Incident management, Problem management, Change management, ITIL v4.
Infrastructure & Cloud Operations
Core service availability.