IT Specialist and Service management

AYO, Francis Friday (Mr)

Address: #** **** **** ******, *****: *******.****@*****.***

Calabar, Cross Rivers state. Tel No: 080********, 080********

CAREER SUMMARY:

A background in Computer Science, experience in ISO 27001 standard, Virtual Technology, Network (Cisco devices), ITIL processes (Operation, Transition and Continuous Service Improvement processes) Microsoft Excel, management information system, customer relationship management processes and applications, and proficiency in other Microsoft Office Applications.

Excellent knowledge of system and network management and administration. And an IT Service management professional (ITIL v3), MCP(Microsoft) and Network Associate(Cisco).

Francis Ayo with over 5 years post NYSC experience is an IT End User Engineer professional – specializing in information technology users’ support, customers’ expectations management, and education.

A team worker with excellent analytical and communication skills and a proven ability to work with all levels of customers, partners, external contractors and staff.

Energetic and goal-oriented, with a genuine passion for strategy, program implementation, operation, evaluation and reporting to benefit and achieve corporate goals and objectives.

SKILLS:

High knack for system and network (routers and switches) faults troubleshooting, diagnosis, analysis and resolution; for Windows and Linux environment.

Experience in Project Management: Planning, Designing, Supervision, Implementation & Training.

Hardware and software integration, installation, and deployment across multi-platform systems. Experience with the following Network application services: DNS, DHCP, RADIUS, Firewall, NAT, Routing, IISv6, VPN.

Experience in network design, implementation, management, troubleshooting, and maintenance of production network. Experience with the following networking protocols: TCP/IP, RIP, LAN Design, IPV4, SMTP, FTP, L2TP, HTTP, and HTTPS.

Experience with: MS Client Operating System (Windows XP, Vista, Windows 7), and MS Server Operating System (2003, 2008, 2012), MS E-Mail Server (Exchange Server 2003, 2007, 2010), MS Office Project (2007), MS E-Mail Client(MS Office Outlook 2003, 2007, 2010) Linksys Wireless all-in-one console box.

Numeric and Analytics skill. Extensive use of the Internet and MS Office Packages (Word, Excel, and PowerPoint) for effective communication. Excellent communication and negotiation skills. Interpersonal and people-soft skill.

Customer Relationship management (CRM), eg. (TABS, QMS, NMS, NTS WinCASH ) processes and systems.

SOME PROJECTS DELIVERED AND MY ROLES:

1.Etisalat E-pin Solutions for Distribution Partners (Etisalat Dealers); for placing sales order for etisalat’s products/services which contribute to over 80% of company total sales revenue

-I was a team member during service transition and operation; provided efficient deployment of the application on dealer machines, including fulfilling users’ requests, resolving service failures, problems, escalations and other requirements within established SLAs.

2.Etisalat SIM Registration Solution – Extend and Unicap; as a requirement by NCC (independent National Regulatory Authority for the telecommunications industry in Nigeria) for all telecoms service providers to take biometric information of phone users nationwide

-I worked as a team member during service transition, operation and improvement processes. I installed and configured application (MS SQL 2005 and bespoke app) for over 1500 users; and currently managing the users’ smooth operations, and service requests.

3.Etisalat Retail Sales Management Solution – NTS Wincash; to provide unlimited management and monitoring for all retail sales of Etisalat products and services at her shops nationwide

-I worked in a team that provided onsite installation, and configuration, and commissioning of bespoke app (NTS Wincash), Epson devices (printers) and Oracle database (Oracle 11gR2 DB), for standalone server systems and central server system. Currently ensuring smooth operations, patches/updates, and managing users’ service requests.

4.MTN Dealer Sales Solution – HTS Financials, for MTN Dealers; for placing sales order for MTN products/services nationwide.

-As a team member, I worked in the service operation and improvement processes team providing deployment advice (systems requirement, offline version installation, and training) and continuous services improvement. Also provided daily, weekly and monthly sales trend report for the attention of channel sales team (Salesmen, managers and senior managers).

5.Configuration Management Project – SCCM: to provide enterprise patch management, software distribution, OS deployment, access protection and inventory of software and hardware.

-I worked with service design and operation team; installation and management of cluster server (Windows 2012). Currently providing support for smooth operation, system updates/patches and configuration of server.

EDUCATION:

Udemy Int’l Ltd – Linux CentOS and VirtualBox training 2015

Huawei In-House Training – Linux System and management 2014

Institute of Business Analysis and Customer Intelligence, IBACI 2014

Member

Institute of Strategic Management Nigeria, ISMN 2009

Associate - http://ismng.org/associate.php?page=67&associate

Federal University of Technology, Minna, Niger state. 2008

B.Tech (2nd Class Division) Mathematics and Computer Science

AfriHUB Nigeria Limited, F.U.T. Minna Training Centre, Minna. 2008

Certificate of Proficiency, Universal Mandatory IT Training

PROFESSIONAL CERTIFICATION/MEMBERSHIP:

Institute of Business Analysis and Customer Intelligence, IBACI

Institute of Strategic Management Nigeria, ISMN ( Associate Member)

ITIL V3 (Information Technology Infrastructure Library foundation, V3)

Nigeria Computer Society, NCS (Member)

WORK EXPERIENCE:

1.Etisalat (Huawei Managed Services), Calabar 2010 - till date

Job Position: IT Support Engineer

Job Description:

-Troubleshoots and responds to service desk tickets (HP Service Manager) for software and hardware issues, including remote support of PC's and peripherals (printers- laser and thermal, and scanners) in a networked environment within agreed/established SLA’s and OLA’s.

-Providing support for IT/TC room setup for 4 centres, cable patch and management. Remote administration and assistance using RDP, SSH, Lync and TeamViewer.

-Installation and support of Etisalat Nigeria custom applications and standard applications in shops and offices in the region. Administration and monitoring of network services and devices using network management tools such as ipswitch, whatsupGold and ManageEngine firewall and network analyzers.

-Ensuring that all systems are up to date with effective security and installing software upgrades and security patches and monitor intrusion for signs. And also escalating issues that requires vendors fixing and high level troubleshooting.

-Perform routine audit of systems and software and maintain inventory of all IT (network and other devices) infrastructure.

-Integrate new technologies/solutions into existing network environment and assessing the company stands as far as IT system performance/efficiency compared to where it would like to be and making recommendations on how to improve performance.

-Providing support on AD, and users accounts. Support of Etisalat SIM registration laptops and accessories (SIM Registration Project) in the region. Escalates problems not resolved within established service level agreement (SLAs).

-Collate and prepare appropriate daily, weekly and monthly activity and performance reports for the attention of the Manager, User Support. And perform other duties as assigned by the Manager, User Support.

2.MTN Nigeria Communications Ltd, Port Harcourt.April – Oct. 2010

Job Position: Support Analyst - HTSFinancials (Contracted by HTS)

Job Accomplishment:

-Participated in organizing sales and system’s demonstrations, exhibition, training, sales activations and related activities. Logged, processed and provided first-tier resolution/support to MTN Trade Partners in South-South on transactions via HTSFinancials.

-Provided support for IT teams during service change, release, testing, problem identification and incident management of a be-spoke ERM application - HTSFinancials.

-Travelled, provided technical support and advice to all users of one or more HTSFinancials services in the South-South States (Rivers, Cross Rivers, Abia, Bayelsa, and Akwa-Ibom) so that operational problems and queries were diagnosed and resolved promptly.

-Retrieval, and analysis of Stock Order, Stock Balance, and distribute same for the attention of Senior Sales Manager, Regional Sales Manager and Dealer Account Executives. Proactively perform direct system support to all MTN Trade Partners/Dealers and Sub-Trade Dealers.

-Contributed to production of standard configurations, documentation and procedures in order to streamline processes and produced efficiencies within Sales and Distribution Department. Facilitated departmental provisioning, inspection, and assistance on HTSFinancials records and reports.

3.Federal Government Girls’ College, Potiskum, Yobe State. 2009

Job Position: National Youth Service Corps (N.Y.S.C)

Job Accomplishment: Tutored Senior Secondary Classes on Further Mathematics and General Mathematics with attendant 85% improved results in National Examinations like W.A.E.C. and N.E.C.O. Facilitated/Provided MDGs Development Knowledge.

4.KKON Nigeria Limited, Ketu Ikosi, Lagos state. 2001 – 2003

Job Position: Operations Support

Job Accomplishment: Customer and support services; timely resolution of issues. Network design, implementation, management, troubleshooting, and maintenance of production network. Profiled/configure and deployed new computer systems. Installation of software and hardware across multi-platform systems. Recommended and updating of software and hardware.

AWARDS:

Certificate of Leadership, Community Dev Service, N.Y.S.C. Potiskum 2009

Resource Person Award, Nigerian Asso of Computer Science, Minna 2008

LEADERSHIP SKILL/ACHIEVEMENTS:

Chair and coordinated Community Development Service (CDS) for NYSC Potiskum Zonal Office with over 500 Corp members. Designed computer-based spreads that reduced paper work, and increased efficiency and record keeping of the NYSC Zonal Office work in 2009.

Built and mentored a dynamic team that provided 3D Animation, Graphics and JAVA J2SE counseling and training that boosted company earnings by 85% in 2008.

Built and coordinated a training workshop for Nigeria Association of Computer Science Students (NACOSS) Workshop/Training, NAWOT, F.U.T. Minna that boosted the association’s sessional revenue by 75% in 2006.

INTEREST:

Development Knowledge Facilitation. Reading motivational materials.

Building networks around well-informed professionals committed to drive for optimal performance, proactive approach, long-term initiatives and excellence.

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