Customer Service Microsoft Office

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OLALEKE EBUN A.

(: 080-****-****, 070********, email : *******@*****.***

Date Of Birth 7th February 1977 Marital Status Married Sex Female Nationality Nigerian State Of Origin Kwara PROFILE SUMMARY

• A well-presented, well-mannered, and articulate ICT professional with more than 14 years’ successful experience in Helpdesk/support administration, problem-solving and trouble-shooting, and planning/implementing proactive procedures.

• A logical thinker who is able handle 1st/2nd line support calls, analyse and investigate problems, implement fixes, escalate support calls to 2nd/3rd level and work closely with the service desk team.

• Demonstrable team leadership, relationship capabilities along with a proven ability to succeed in challenging and highly performance focused environment.

• Highly flexible and adaptable, hardworking, honest and reliable, resourceful and willing to take full ownership of users problems until they are fully resolved.

• Ability to motivates, and mentor users.

WORK EXPERIENCE

February 2016 till date Lafarge Cement WAPCO Nigeria Plc, 27B Gerrard Road, Ikoyi, Lagos, Nigeria (HRIS Officer (HR consultant – Lafarge Africa PLC)

Job Description:

• Participated in Lafarge Merger HR Processes

• Upload employee details on the HRIS database (Workday Portal), examine and verify employee information on HRIS and ensure its accuracy and completeness.

• Worked closely with all parties in the implementation phase of the system.

January 2014 -January 2016 TITIS (Deployed to Lafarge WAPCO. Lafarge Cement WAPCO Nigeria Plc, 27B Gerrard Road, Ikoyi, Lagos, Nigeria)

Service Desk Delivery Manager

Job Description:

• Manage the Overall desk activities, including the supervisor. Manage and co-ordinate all service desk and support group resources across functional area of responsibility to provide IT solutions that meet

• Take on a wider customer service role business needs and requirements

• Act as further escalation point for the Team Lead

• Report to senior managers on any issue that could significantly impact the business.

• Take overall responsibility for incident management and request fulfillment on the Service Desk

• Ensures all calls to the Service Desk are logged and resolved within agreed SLA or escalated accordingly where necessary in a timely and reliable fashion

• Responsible for the delivery of services within the SLAs and KPIs

• Provide workaround to minimize the adverse impact of incidents on business operations, whilst ensuring that IT facilities are available to users to enable them achieve business target.

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June 2010 – Dec 2013 Starcomms Plc. (1261c, Bishop Kale Close)(1261c, Bishop Kale Close, Lagos.)

Team Lead(Supervisor),Helpdesk

Primary role:

Job Description:

• Manages Helpdesk unit of 10 to 15 personnel in the HQ and remote offices.

• Oversee Client Computer configuration before assigning to end users.

• Manage Client operating systems and productivity software

• Strictly enforce and ensure strict adherence of client computer security policy in collaboration with IT security Unit

• Technical training and mentoring programs for team members

• Assistance with third party service provider issues

• Liaise with QA unit to ensure enforcement and compliance of starcomms IT computer policies.

• Develop backup system for laptop computers

• Execute special projects as directed by IT Manager.

• Maintain high professional standard and good customer relations within the team

• Maintain accurate and complete documentation for all service requests using the SharePoint ticketing application.

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• Continue to strive for the best service delivery method using feedback mechanism from customers and prompt response to incidence reports.

• Maintain and monitor KPI for direct reports.

• Provide weekly and monthly statistical reports on issues reported and treated to IS/IT Manager

• Track a carryover of pending issues and ensure that IT admins update users on the situation

• Analyses all tickets raised in a month and breaks them down to different categories which helps in tracking high occurrence of the same issue, number of issues resolved and not followed up etc.

• Coordinate quarterly update of inventory of all computers systems nationwide

• Ensure the proper running of 24hr x 7days Network Operation Center

(NOC) monitoring the Team.

• LAN troubleshooting, fault detection and diagnosis.

• 24/7 on-call support for users

Application Support (Secondary role)

• IFS(Enterprise Resource Planning) Application on Oracle 10g

• Creation and management of users groups and profile

• Total rebuild and reconfiguration of Application at client end.

• Building of quick reports for different application modules using PL/SQL basic to connects and carryout admin activities e.g clearing bad vouchers for finance unit

• Configuration and administration of all application modules(Retail, Distribution, Pure Financials etc).

• Purchase Requisition for all IT requirements using Distribution Module.

• Human Manager on Oracle 10g.

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• Administer users account in Human Manager as well as support users on the enterprise applications in house.

October 2008- May 2010 Starcomms Plc. (52, Ademola Adetokunbo VI Lagos) Helpdesk Administrator

Job Description:

• Respond to calls: Problems, Tickets using shareportals from internal staff

• Advance troubleshooting, diagnosis and analysis

• Configure Network Printers and give access to staff according to company’s

• Procedures

• Antivirus definitions/updates control

• Installation of all In-house software such as Oracle Clients, IFS, Ability,

• Microsoft OS and Office.

• Support users remotely using Remote Desktop Connection, Dame ware

• Mini Remote connection and Microsoft communicator R2

• Provide telephone and on-site troubleshooting Assistance.

• Escalate critical service issues to Service

• Desk Administrators.

• Take inventory of all computer systems

2005-September 2008. Tranter IT Infrastructure Services TITIS Limited

(3-4 Alhaji Adejumo Avenue Ilupeju Lagos)

Help Desk Manager

• Co-ordination of Help Desk Team within the organization

• Provision of Help Desk Support (via Telephone Services, Email & Desk side )to in-house staff and outside clients

• Deployment and Support of Windows Operating Systems/ Office Applications

• Maintenance of the Company’s IT infrastructure

• LAN Network Support and Administration

• Update of all computers with the latest Anti-virus update.

• Ensuring Proper functioning of Server Systems/Daily Server room inspection

• Update and Patching of Installed software

• Database Backup

September 2006 - 2008 Deployed to West African Portland Cement Plc (WAPCO) A subsidiary of LAFARGE

• Management and Coordination of WAPCO IT/Helpdesk Services in a team of six TITIS Helpdesk Analyst and eight WAPCO staff in all locations

• Services include:

• Respond to calls: Problems, Requests and/or Questions from internal and external staff

• Advance troubleshooting, diagnosis and analysis

• Installation of Hardware and distribution to staffs in various locations.

• Coordination of preventive maintenance on all Hardware.

• Advice on the purchase of good hardware parts/accessories and Warranty

• Software License management

• Maintenance of up-to-date inventory of Hardware: Computers, Ac, Furniture etc

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• Coordinate Ordering, Receiving and Issuing of IT/IS Consumables

• Configure Network Printers and give access to staff according to company’s procedures.

• Antivirus definitions/updates control

• Backup management

• Ensuring good state of server room environment

• Administration of users account for network access and email.

• Configure and troubleshoot LAN connectivity for internet and intranet

(Email)

• Ensure/Establish interconnectivity among locations and subsidiaries abroad

• Troubleshoot of minor telecommunication issues affecting locations.

• Interfacing with IT Vendors/ External contractors in maintenance and repair of telecom and electrical components. Communicate with customers when required

• Information broadcast when necessary and appropriate to users

• Proposition of IT kits and tools that will ensure improvement of staff IT/Office proficiency

• Coordinate the needed and essential trainings for staffs especially those that impacts on their jobs.

• Communicate with Management when required

• IT Fixed Asset Registration/Management

July 2006 Helpdesk Project Team Lead

Deployed to First City Monument Bank (FCMB)

• Implementation of Manage Engine Call Management Software Proof of Concept (POC)

• Provides 1st telephone and email support.

• Install and configure Manage engine Service desk January 2005 - April 2005 Outsourced End user support Engineer Deployed to MTN Nigeria Ltd

• Support engineer for Windows 2000/XP operating system and Microsoft office application

• 2nd level helpdesk support with minimum call resolution rate of 85% in less than 12 hours (Company’s standard is 60%)

• Excellent use of Remedy Call management software

• Management and Resolution of Calls with Remedy Software for all locations

• Ensuring update of anti-virus on network computers

• Installation of all In-house software such as Oracle, Citrix, Crystal Reports, Terminal Client and Microsoft OS andOffice

• Resolution of Printer problems

• Server State inspection

October- Dec 2003 Outsourced Helpdesk Analyst

Deployed to West African Milk Company WAMCO

• Support Service Desk 5.5(For Clients) Software

• Install Service desk control IT(at clients and the server ends)

• Provides 1st telephone and email support.

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• Install and configure Manage engine Service desk

• Install and configure Control-IT

January – Sept. 2003 Outsourced Helpdesk Analyst

Deployed to Guinness Nigeria

• Hardware and Network equips support

• In-House Clients, Software support for Microsoft Office Users

• Troubleshooting of both Local and Network Printers February 2002- 2003 Customer service /Call center /Helpdesk Executive Tranter International Limited (Microsoft Certified Gold Partner WECA,

• Managing the Microsoft Hotline Center which includes Offering first line help desk services on all Microsoft Office 2000/XP. EDUCATION

Federal University of Technology Akure Post Graduate Diploma in Computer Science 2008 Kwara State Polytechnic, Ilorin,Kwara State Higher National Diploma in Computer Science 2000 Oba Akinbiyi High School I Ibadan Oyo state Senior School Certificates 1993 N3 Baptist School Oke Agala Ibadan First School Leaving Certificates 1987 PERSONAL SKILL

• Excellent network management and administration skills

• Good communication and analytic skills

• Proven end-user support skills

• A faster learner, innovator and self-starter

AREAS OF PROFESSIONAL SPECIALISATION

Network Operating Systems Microsoft Windows NT 4.0/ 2000 Server Desktop Operating Systems Microsoft Windows 3.x/ 9x/ Me/XP, Windows NT 4.0/ 2000 Professional

Desktop Application Software Microsoft office 97/2000/XP Suite Groupware/ Messaging Lotus Domino/ Notes, Microsoft Exchange Server/ Outlook Firewall/ Proxy Services Microsoft Proxy Server, Deerfield Wingate Proxy, WinProxy Networking LANs, Cabling, Interconnectivity via hubs and switches CERTIFICATION

Microsoft : MCSA 2000/MCP

Exin ITIL V3

TRAINING

Training: A+, Windows 2000, XP, 2003 Support & Administration, 6

Customer Relationship Management,

Help Desk Analyst,

Office Productivity

Leadership Training

REFREE

VEN. C.O.ADAGBADA

Vicar in Charge of Emmanuel

(Ang.) Church Samonda.

Ibadan, Oyo State.

MR SANMI ADETULE

IT Department,

College of Medicine, U.I

Ibadan, Oyo State.

MR BAMIDELE JOLAYEMI

IT Department,

Lafarge Africa PLC

Ikoyi, Lagos, Nigeria

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