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Technical Projects Support Management

Toronto, Ontario, Canada
October 06, 2016

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James Ochai

Multi-skilled Client Engagement and Process Implementation manager with expertise in delivering strategically important customer centric projects...

Professional Profile

A seasoned Client Services Delivery professional with extensive business and operational process improvement experience in Oil/Energy, Telecommunications, Banking and Healthcare industries. Recently, I completed an MBA program at the Rotterdam School of Management that provides me with a broader perspective on the impact of Technology on businesses, developing sustainable corporate strategy and business process reengineering.

I have developed expertise in various management domains i: e. Business IT & Service delivery management with a focus on Project/Programme Management(PMO) processes.

Core Competencies Education

Project & Programme Management (PMO) 2014: Rotterdam School of Management,

Business Process Reengineering Erasmus University – (MBA) with a

IT Service Delivery (ITSM)/(ITIL) concentration in Business & Corporate Strategy

Corporate & Business Strategy 1999: University of Lagos – (BSc.) Physics

Agile Methodologies

Lean SixSigma

Professional Certifications

Information Technology infrastructure library (ITIL) :: :: PRINCE 2 / PMP (In progress)

Microsoft Certified Professional (MCP) :: :: Cisco Certified Network/Design Associate

Security + (COMPTIA)

Business & Soft Skills

Excellent written, presentation and oral communication skills

Very strong customer service orientation and drive for results

Ability to present ideas in business and user friendly language

Exceptional interpersonal skills, with a focus on team and rapport- building.

Proven analytical and problem-solving abilities

Negotiation, relationship management and influencing skills across CxO levels

Knowledge of regulatory compliance reporting standards: COBIT, PCI DSS, SOX, HIPAA

Process engineering and design (LEAN)

Continuous improvement methodologies (6-Sigma)

Technical Skills

Collaboration/Productivity Tools: - Scrum/Agile, MS-Office suite, MS Share Point 2010, IBM SameTime, Cisco WebEx

Data Reporting: - Siebel CRM, Vantive, Tivoli, BMC Remedy, SAP CRM, ITSM, HP OpenView, IPCenter

Information Security: - Firewalls, Intrusion detection systems (IDS), PKI/RSA, PCI, ISO 27001

Cloud Services: - Oracle, AWS, Microsoft Azure, Google, IBM SoftLayer

Virtualization: - VMWare, Virtual PC, Altiris, Citrix Enterprise, HyperV

Operating Systems & Directories: - Lotus Notes, Linux, Cisco IOS, AD, SQL, NDS, Windows, MS-Exchange, SMS/SCCM

Wireless/Mobile Technologies: - IEEE 802.11x, GSM, CDMA,TDMA, Home RF/WiFi/MiFi, Blackberry/BES

Work Experience

Employer: IPSoft [The world’s leading enterprise autonomics company with a presence in 4 continents]

Job title: Project Lead, Service Transitions (Sept 2014 – April 2016)

Ultimately responsible for on boarding new clients and aligning customer support deliverables during global projects’

transition phase to meet the client's overall requirements and expectations.

Key responsibilities/achievements:

oProject Management/Coordination: Worked directly with the Service Transition Project Managers to ensure all project deliverables were set with accurate requirements and ETA’s using a mix of Industry standards i:e Agile/Scrum, ITIL, Six-Sigma, PMBOK/Prince 2 methodologies as standard practices.

o**Deployment of “virtual (software) agents” in order to automate end-to-end tasks resulting in a reduction in meantime to resolution by more than 60% and a 35% improvement in operational efficiency within 90 days**

oKnowledge Management: Drive Knowledge Transfer processes and ensured all required SOP 's had been captured and deployed including defining and benchmarking of key performance indicators (KPI)

oAsset/Configuration Management: Ensured all required configuration items (CIs) had been discovered and integrated into the Configuration Management Database (CMDB)

oIncident, Problem & Event Management: Configured prioritization and queuing of incidents tickets along with the appropriate support mappings. Completed required deployment and tuning of monitoring events along with required root-cause analysis procedures. Mitigated incident escalations and proactive management of RAID logs.

oChange Management: Ensured standard and custom request-for-change (RFC)work flows had been defined and deployed.

oStakeholder Management: Established Service Level Agreement (SLA) targets regarding availability and application performance ensuring adequate support was provided within regions.

oContract Management: Maintained strong business relationships with internal/external clients, partners and vendors. Managed contractual agreements providing a management reporting framework.

Employer: Liberty Global PLC [The world’s largest cable company with a presence in 14 countries]

Job title: Strategy Consultant (Internship) - Technology Projects (Dec 2013 – Mar 2014)

Detailed research and analysis of the organisation's capex projects activities with the aim of aligning them with industry standard best practices in order to enhance efficient capital expenditure throughout the project delivery lifecycle.

Key responsibilities/achievements:

oEvaluated project selection methodologies and budgeting modus operandi in line with Liberty Global’s capital expenditure maturity level.

oEnd to end project management providing valuable analysis of milestones reached within the gated process

oProposed and recommended short/long term strategic and tactical activities in order to increase capital allocation efficiency and enhance process reengineering across the organisation.

Employer: ExxonMobil – [World’s largest oil & gas conglomerate]

Job title: Project Associate (Business Partner)/PMO technical support coordinator (Jan 2009 – Dec 2012)

Technical consultant to global stakeholders of ExxonMobil as part of Company's multi-million dollar global infrastructure consolidation project, integrating diverse information systems technologies with goal of creating leaner operations and enhanced user productivity.

Key responsibilities/achievements:

oAs part of global project team collaborated with other subject matter experts and developed more efficient and transparent processes (LEAN) saving the company about $500,000 in operating costs.

oLed instruction classes, provided account management, support and stewardship to over 300 Canada small-office home-office (SOHO) users as first point of contact for business unit and escalation point for technical issues during the life cycle of the project

oCoordinated company-wide change management efforts towards cloud computing during the global migration resulting in a hybrid topology of distributed servers comprising of physical and virtual (cloud based) systems.

Employer: University Health Network (UHN) [Network of research hospitals affiliated with University of Toronto]

Job title: Associate Technical Analyst (Mar 2008 – Jan 2009)

Technical consultant on Field Services team responsible for maintaining IT systems

Key responsibilities/achievements:

oApplied LEAN methodology in reducing resource wastage leading to cost savings of about $250,000 in efficient use of corporate IT infrastructure.

oParticipated in Proof-of-Concept projects and provided technical responses to Requests for Information/Proposals

oApplied problem solving skills subsequently providing technical support and training to over 800 users comprising a network of 4 hospitals, ensuring they adhered to corporate best practices for use of Information technology systems

Employer: Meridian Credit Union [Ontario’s largest credit union]

Job title: Service Desk Analyst (Dec 2007 - Mar 2008)

Consulted on the Service Desk utilizing industry recognized ITIL principles and methodology.

Key responsibilities/ achievements:

Incident Manager- Provided support for a host of proprietary financial software and also for general windows issues:

oMonitored LAN/WAN activity in collaboration with the service provider ensuring network service levels were maintained. Assisted the WAN team in diagnosing/troubleshooting network latency and outages. Provided VPN administration utilizing the ACE Server admin tool for managing remote access. Adhered to security procedures when granting network access to users.

Project Controls - Provided operations staff with a high quality of project support services, by accurately assessing user problems, and resolving in a timely manner in accordance with Service Levels. This included :

oMaintain quality standards and recommending proven solutions, establishing clearly defined roles, responsibilities and performance criteria for governance, documented industry best practices, procedures and contributed to HEAT Change Control processes .

oEnsuring that business cases are supported by information that allows reliable decision-making.

oParticipated in the growth of the Service Desk; improved work efficiencies; worked with 3rd party vendors to ensure support was maximized and downtime was minimal for end-users, assisted in ensuring the integrity of our network.

oPrepared solution demonstrations; translating our customer s business needs into functional

solutions through presentations at marketing and customer group events.

Employer: Independent IT Management Consultancy [Freelance consultant]

Independent consultant with technical and project management experience supporting clients within Oil/Energy, Banking/Finance, Telecommunications and Healthcare industries

Job Title: Technical Support Consultant - ExxonMobil (2005 - 2007)

Key responsibilities/achievements:

oCollaborated with team of experts that oversaw migration and integration of ExxonMobil's Upstream Technical Operations Centre from central support office to global hub-and-spoke support structure with 24x7 help desks in Canada, Brazil and Malaysia

Job Title: Technical Support Rep - JPMorganChase (2004 - 2005)

Key responsibilities/achievements:

oSubject matter expert providing technical support to JPMorganChase employees worldwide including Application and Service desk solutions

oEducated clients on the implementation of emerging technologies in the bank and with application/system functionality issues. System administration, RAS/VPN, proprietary desktop applications, hardware, mainframe and mid-range systems, printer add, move, change and delete requests, configuration, session and account management.

Participated in multiple projects including consolidation and migration of heritage Bank One and Chase networks into the new JPMORGANCHASE WAN

Job Title: Project Analyst - Shell/Texaco (2002 - 2004)

Key responsibilities/achievements:

oMember of team that oversaw migration of about 1000 Texaco retail sites onto the Shell Retail Operations Network completing a multi-million dollar re-branding project in twelve months; well ahead of schedule and within budget.

Front line support for technical issues associated with migration project, providing 24x7 network administration and maintaining an enviable 99.9%uptime.

Job Title: Product Analyst - Verizon Wireless (2001 - 2002)

Key responsibilities/achievements:

oAs part of mobile internet customer care team provided expert level product support to over 10,000 clients of Verizon Wireless and pioneered the deployment of Kyocera smart phones across Verizon Wireless US footprint resulting in about 30% growth in sales within its launch year.

oDeveloped excellent working relationships with other business units (sales & marketing), executives and partners ensuring that day to day operations were aligned with corporate goals leading to quality award in customer care by J.D. Power and Associates among leading US Wireless providers

Extracurricular Activities

Sponsorship Coordinator for the RSM Alumni Sailing Regatta (Member of the prestigious MBA Sailing League)

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