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Customer Service Manager

Lagos, LA, Nigeria
April 11, 2018

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+*34 809-***-**** Port-Harcourt, Nigeria


* *****’ progressive work experience in SAP Basis covering 4 lifecycle implementations in oil and gas sector

Well-developed background in Information Technology which has spanned over 8 years

Project team member that delivered the largest SAP implementation in public sector in a leading oil & gas corporation in Africa

Repeated success in the implementation and maintenance of enterprise solutions in multinational environments

Excellent analytical, project management, stakeholder engagement, customer service, and communication skills

Ability to perform in fast-paced complex business environment as team member or lead and meet deadlines

Technical Skills

Applications: MS Office, Project, SharePoint, and Visio

Databases: Microsoft SQL Server (2003, 2008 R2), Max DB 7.9, Oracle 11g and 12c

Operating Systems: Windows Server 2008 R2 Enterprise, macOS and network administration

ERP: SAP ECC 6.0, Business Warehouse 7.3, ReadSoft Manager 5.7, Solution Manager 7.1, Security and Authorizations


SAP Basis Administrator

Total E&P Nigeria Limited (Total S.A.), Port Harcourt, Nigeria

Jan 2014 - present

Manage and deliver high-quality and cost effective SAP infrastructure support for over 1000 users monthly by streamlining performance and promoting efficiency

Provide technical insight to IT and Business stakeholders on service quality and review SAP related project plans

Collaborate with the HQ Basis team in France to plan, test and implement changes for global roll-out such as database upgrade from Oracle 11g to 12c, GRC 10 upgrade, Single sign-on implementation, performance tuning and patches

Serve as vital resource for functional team by assisting with complex issues and overseeing daily support operations

Liaise with internal, global SAP functional and IT teams to plan, coordinate, and execute hardware and software upgrades, implement solutions that improve internal business processes, and integrate third party products into SAP

Implement and maintain strong SOX compliant security controls within the SAP systems

Administration of users, RFC connections, SAP clients, backups, background jobs and execution of database refreshes

Implemented a fix to resource shortage challenge which saw a total cost savings of USD $60,000 for the business

Detected inconsistencies with the secondary backup template, and facilitated meetings to improve system stability

Maintained a high-level SLA on service availability over 3 years

SAP Basis Consultant and Project Analyst

Nigerian National Petroleum Corporation (NNPC), Abuja, Nigeria

Jan 2011 – Dec 2013

Designed, implemented and maintained SAP ERP infrastructure on the largest public sector deployment in Africa

Collaborated with functional teams (FI, CO, MM, PS, SD, IS-OIL, PM, and HCM) to deliver on 4 full lifecycle projects

Carried out security and authorization of users, kernel upgrades, OSS notes, disaster recovery planning and testing

Configured Solution Manager for landscape monitoring, transport management and ticket handling

Managed a team of 14 Customer Service Operatives to liaise between business and functional teams on the stabilization phase of the project to ensure delivery of services across 16 of NNPC affiliates nationwide and closed over 1000 tickets

Trained IT staff on SAP administrative operations along with the provision of technical documentation

Coordinated all internal and external project activities, and logistics for the Project Management office (PMO)

Delivered the adoption of the SAP application by executive and general users through organizational change management by promoting awareness campaigns, seminars and use of multimedia

Education, Trainings and Certifications

B.Sc. (Hons) in Computer Science - Covenant University, Nigeria 2009

Implementation of SAP S/4HANA, openSAP (Massive Open Online Courses)

Innovation and Information Technology Management, Indian Institute of Management, Bangalore (edX)

SAP Certified Technology Associate - SAP HANA 2.0, in view

SAP Certified Technology Associate – System Administration (Oracle DB) with SAP NetWeaver 7.0

ITIL v3 Foundation

Miscellaneous Information

Languages: Fluent in English Nationality: Nigerian Availability: 2 - 4 weeks

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