Adaeze Favour Mafiana
A multi-skilled and driven professional with a healthy drive towards excellence and performance. Possessing a proven ability to contribute to an organization at both strategic and operational level when delivering people management strategies.
Set up the general H R functions for FPG Technologies & Solutions Limited.
Developed and implemented FPG’s HR policies such Employee Handbook, Code of Conduct, Leave, CASHES policy, Quality Assurance & Quality Control manual (QA&QC) which greatly impacted sales revenue for the organization.
Administered payroll, designed FPG’s pay slip, as well as initiated and facilitated the Pension remittance.
Structured and implemented FPG’s induction program for new employee.
Drafted, implemented & managed Incident Management & Escalation Management Processes for Aira Technologies Limited, improving resolution by 10% after six months of implementation.
Designed & initiated the building of Equipment database with IBM Lotus notes for Aira Technologies, this improved client equipment security & safety by 40%, facilitated on-time delivery of client’s equipment – this was measured 21days after implementation & recorded “remarkably successful”.
Reduced user call back rate by 5% through assessment of root cause of technical issues & consistent implementation of appropriate solutions.
FPG Technologies & Solutions Limited (1st April 2013 – March 2014)
H R / Admin Manager
Assisting in the short listing of suitable candidates from application.
Schedule & organize interviews for candidates.
Writing job specifications and design job adverts.
Conducting interviews with job applicants.
Writing terms of employment & contracts for new employees, inform unsuccessful applicants and conduct exit interview
Conducting Inductions for new employees.
Work closely with senior management to identify, develop & implement training & development programs in line with business objectives.
Process employee requests for outside training while complying with the policies and procedures.
Monitor daily attendance, monitor scheduled absences such as holidays or travel & coordinate actions to ensure the staff absence has been adequately covered off to ensure continuity of services.
Provide advice and recommendations on disciplinary actions.
Provide basic counseling to staff that have performance related issues.
Administered payroll / deduction/ pension for staff.
Aira Technologies Limited (10th Dec. 2007 – 21st May, 2012)
Service Desk Officer
Receiving calls, mails, first-line Customer Liaison.
Recording, diagnosing & tracking Incidents and complaints.
Making initial assessment of request, attempting to resolve or escalating to the next level, based on the appropriate Service levels agreement (SLA).
Keeping Customers informed on request status and progress.
Managing the life-cycle of request, including closure & Verification.
Coordinating second-line & third party support groups while communicating planned and short-term changes of service levels to customers.
Providing management information and recommendation for service improvement.
Participated with the committee that installed the IBM Tivoli Service Request Manager for a client (Flour Mills).
Produce management and account performance reports to an agreed schedule or upon request.
Building strong relationships with clients and making sure the services provided are of quality and profitable.
Supervises the Service delivery team.
Network with clients to determine and evaluate their business needs with the aim of setting priorities.
Collection & coordination of cvs of job applicant for interview.
Monitoring of daily attendance for performance appraisal.
Local Government Council, Isiala-Ngwa North LGA, Abia State (NYSC) (Oct. 2006- Aug 2007)
General Administrative Functions.
Supervision of duty schedule for junior staff.
Workshops & Trainings Attended
Payroll Administration Workshop
Human Resources Management Essentials
Certificate of Completion PRINCE2 & ITIL OVERVIEW (HARRYBAKER TRAINING INSTITUTE)
Professional Qualifications Obtained
Professional Certificate in Human Resources Management by the Carrington Heritage Center for Development, UK.
Nigeria Institute of Management (N.I.M) – Graduate Member
Information Technology Infrastructure Library (ITIL) certified.
Charted Institute of Personal Management (CIPM) – (in view).
Excellence Award by Nigerian Top Executives in IT & Software Industry, 2015 Publication & Rating. (http://www.amazon.com/Nigerian-Top-Executives-Software-industry/dp/150*******)
Delta State University Abraka, Delta state – B.Sc. Microbiology 2005
Date of Birth – October 30th, 1982.
Marital status – Single.
Referees – would be supplied on demand.