Service Social Media

Name: Joseph A Oyadina MSc, BSc, PMP, CPIM, MILT, CCNA, MCP

Address: Blk 61 Flat 3 Isolo Road, Dolphin Estate, Ikoyi Lagos, Nigeria Mobile: 081********

Email: ********@*****.***

Profile:

An organised and result driven Individual that can proactively transfer skills, analyse organisation and add value by designing processes and systems for integration with technology. Shows strong problem solving skills and exhibit high level of customer service and has extensive experience within IT and Supply Chain Support. Qualifications obtained with dates

MSc with Merit Information and Communications Technology(2005)

Diploma in Computer Engineering (2001)

BSc in Biochemistry (2001)

School attended with dates

University of Greenwich Uk (2005)

University of Ibadan Oyo (2001)

St Gregory’s College Lagos (1995)

St Mary Private School Lagos (1989)

Training attended with dates

Project Management training(2013)

An overview of the Contact Center Technology (2013)

Installing and Configuring Computers Networks, CCTV,VPN,VOIP,PABX and Cabling installation such as Fibre Optics, Satellite TV installation (2009)

Internetworking, TCP/IP Protocols Subnetting, Routers and Switches Configuration (2009)

Radio frequency Technology: VSAT Installation including the ODU, IDU and Tracking (2009)

ISP Connectivity and Management, Antenna and other Microwave Equipment Installation (2009)

Laptop Maintenance Troubleshooting and Repairs (2008)

CILT (UK) Logistics event (2008)

Security and Awareness (2007)

APICS International Conference and Exposition (2006)

CPIM: Certified In Production and Inventory Management

Delphi Health and Safety (2005)

General Safety issues and awareness (2005)

Help Desk Analyst (2002)

Professional Membership

Member Chartered Institute of Logistics and Transport (MILT) 2007 till date

International Member at large The Association for Operations Management (APICS) 2005- till date Professional Certificates

VMware Sales Professional (2018)

Project Management Professional (2015)

Strategic Management of Resources (2014)

Execution and Control of Operations (2013)

Detailed Scheduling and Planning(2011)

ITIL V3 Foundation: IT Service Management Foundation (2011)

Master Planning of Resources (2011)

Cisco Certified Network Associate (2010)

A+ Certified Professional IT Technician (2008)

Basics of Supply Chain Management (2006)

Microsoft Certified Professional (2003)

Publication and Projects with Dates

Championed the relocation of the Data Center facilities for an Oil and Gas organisation (2014)

Submission of a report proposal for the construction of the new commercial airport at the cliff area of North Kent; A Project Management training with the University of Greenwich (2005)

Strategy for Location Based Service Provisioning in the Mobile Industry an Msc programme project at the University Of Greenwich (2005)

Studied, evaluated and published via a website the Joint Academic Network Technologies (JANET), its Infrastructure and topology: A team project for the Masters Programme curriculum for wide Area Network Technologies. (2004)

Skills and Achievement

1. Part of the team that executed several projects for the Contact Center Unit of Access Bank Plc which included but not limited to Telephone Banking implementation, characterised by IVR (Interactive voice response) modification, Predictive Dialler (automated outgoing calls) implementation for the telemarketing team and software migration of over 100 PCs to windows 7 enterprise using windows assessment and deployment tool kit as well as Windows server 2012 R2.

2. Directly responsible for the configuration of the Microsoft Exchange during enterprise productivity improvement solution for the society for Family Health. A project that involved

Efficient robust network solution

Efficient messaging and collaboration solution

Controlled secured and centralised internet access

Secured email solution

Internet Integrated e-mail Solution

Secured Local Area Network

3. Achieved 90 percent completion of the plan for every part data collection and database creation a foundational part of the material movement strategy aimed at viewing material information and to support the business organisational process. Such as Storage,Handling and Inbound Logistics: 4. Documented 5 opportunities for improvement that resulted in

Scale integration into the stores section that optimised good receipt inventory for the suppliers

Process improvement on the Industriever: A Vertical storage system to facilitate an improved communication link between it and the manufacturing information system AS400.

Utilised the complete system development life cycle methodology to manage software integration project between the AS400 and the company reporting application Business Objects. 5. Achieved more than 56.52 percent of the stores fixed location system identification through storage bin labelling a change from the old legacy system to the new ERP system: SAP with a set target of 50 labels per day of the Companies 9919 Part Numbers.

6. Submission of a report proposal for the construction of the new commercial airport at the cliff area of North Kent, UK; A project Management Training Programme. Skills Summary

Technical Skills

IT Service Management and Supply Chain Support

Network design and implementation, Office Automation and Collaboration, Asset Management, Installation, Malicious Software prevention and backup services. Strategic management of resources including business strategy development, quality management and change management. Others are PC/Laptop hardware repair and maintenance, network and internet configuration such as ADSL/ Cable and wireless network configuration, Routers, Access Point and Switch Configuration, knowledge of TCP/IP.IT Service management, Inventory optimisation, Material Requirement Planning, Supplier relationship Management and production management.

Soft Skills

Good Communication, Interpersonal and presentation skills. Troubleshooting resourceful, tactical systematic, reporting, accountability and team player with customer service approach.

Tools and Application, OS

SAP R/3, Business Objects 5.16, AS400, MS Project, MS Visio, MS Power Point, MS Access, SQL, JavaScript, Php, ActionScript, Flash, Microsoft Office Product, Microsoft Windows 2000 Professional and Windows Server 2003, Microsoft Windows XP and 7 and MS Outlook 2007-2010 / Exchange 2003.knowledgeable in Contact Center technology and applications such as CTI( Computer Telephony Integration) and CRM (Customer relationship management ) and Customer engagement software for email, chat and social media processing. Working Experience

Broadbased Communications Marina, Lagos October 2019 -Present IP Network /Connectivity Install and Support

Managing Packet-Based Transport Network (PTN) & Core equipment configuration and maintenance of the Company’s Core Transmission Network.

Configuration and managing circuit activation, maintenance, and upgrade of Data, Voice and Video circuit using Gigabit Passive Optical Network (GPON) Technology for FTTx network and deployment.

Works with staff and group managers regarding the network needs for customer base and communicating status of service issues to group.

Network performance, expansion and project management.

Business, system and processes development and improvements initiative for the Network Operations Centre.

Serves as point of contact for network vendors as well as customers and account teams. 21 Century Technologies limited Lekki Phase 1, Lagos April 2014-October 2019 Corporate Support Officer /Account Manager

Managing and supporting several corporate client of the organisation especially in the oil and gas sector, with a view to render excellent customer service and to facilitate an effective and efficient service delivery.

Coordination of service activities to various clients in line with the organisations strategy and ensuring that maximum benefit is gained from the products and services supplied.

Ensuring the provisioning of value driven service and business development by maintaining and increasing the market share of the organisation by the growth of the business in the areas of Voice and Data. This include technology such as E1, internet service solution, Data Center services, Fibre connectivity & Cloud services for collaboration and communication, leveraging on the organisations extensive fibre coverage and strong backbone.

Access Bank Plc c/o HR Indexx Marina Lagos April 2012- April 2014 Customer Service Consultant /IT Support Staff

Special Projects implementation member such as ISO 27001, PCIDSS (information security management system, Payment Card industry Data security standard) recertification champion at the Contact Center unit and telephone banking service design and transition.

IT and infrastructure Support for Access Bank Contact Center. These include hardware devices (IP Phones, PCs, Printers, UPS,) software (Windows OS, CTI, CRM, e-payment processing application) and network technical support.

E-Banking support and customer’s events, requests and incidents processor such as SMS Alert, Internet Banking, token activation and Mobile banking.

Corporate Banking Application Support such as Card management applications (EMP, FIMI) Customer engagement application (Egain) and other Non-core banking applications including CRM (Siebel), Voice recorder (Verba), Customer service Personnel daily activity report application(Webview),HR Application(Human Manager) etc.

Provisioning of high Level of Customer service remotely to Access bank customers both local and international

SURUGROUP LTD Ikeja, Lagos August 2009-October-2009 IT Support Officer

Configured and implemented an Active directory, intranet (a Windows Share Point Services) and Exchange solution with Windows Small Business Server 2003.

Used the supplier ranking method involving qualitative and quantitative factors for the Internet service providers (ISP) evaluation and selection process: Fourteen ISPs proposals were considered and rated accordingly.

Internet solution configuration through satellite link: VSAT Technology.

Structured cabling, Closed Circuit TV, PABX maintenance.

Monitored and managed the Company’s various website.

Designed and implemented a Local Area Network, including domain configuration.

Handled Software licensing, Underpinning Contracts, installation and maintenance contract including warranties.

General system support to all staffs developed and maintained a Service desk.

Implemented a server based antivirus solution on a shared LAN, carrying out from the server regular updates, scanning and daily comprehensive report such as malicious treats. This resulted in an extremely low risk and infection in the office network

Implemented a Preventive maintenance and back up configuration for the server.

Served as an interface between the IT Suppliers, contractors, customers and third party vendors of the company.

Glaxo Smithkline Plc C/O Kelly Service Maidenhead UK 2007-2008

Worked with a team of 4, the engineering Stores reduced the average processing times of Goods received from the more than 280 suppliers and the proper storage of items: We optimised material handling.

The department reduced the waiting – processing times of Stocks and Non –stocks items while it reduced non-value adding activities across the distribution based on team effort.

We achieved about 56.52 percent of the stores fixed location system identification through storage bin labelling a change from the old legacy system to the new ERP system: SAP with a set target of 50 labels per day of the company’s 9919 part numbers.

We succeed in reducing the processing time of each stores requisition work order and pick tickets to an average of 3 minutes issued by the five work centres.

Reconciled system stock with physical inventory: A Cycle count programme development and reconciled purchase orders with deliveries in the Goods Receipt process. Delphi Diesel system Kent UK 2005-2007

Logistics System Technician

Plan for every Part Data collection and Data base creation: A foundational Part of the material movement strategy aimed at viewing material information and to support the business organisation process such as

Storage: to plan and manage supermarket

Handling: to plan and improve tugger route

Inbound logistics: to provide data to third party logistics: 3PL provider to optimise freight process

Other related issues are the supplier packaging information Over 90 percent was achieved.

Investigated and managed the cycle count programme which included the on demand daily report creation using Business objects Application.

Customer Support – Demand Planning.

Supported the Production Control and Logistic department team of 5 to achieve inventory turns of 16 and to achieve year-end inventory of less than $10 million among the 6 product group. Tranter International Limited Lagos Nigeria 2002-2003 Help Desk Analyst

Microsoft product activation for the various clients in line with company’s expectation that resulted in an increase customer base for the company.

Assisted in diagnosis and resolution of 1st level problem and incident via the telephone remote diagnosis software this maintained customer satisfaction.

Assisted in the provision of basics network management and administration.

Worked with the implementation team to successful deploy solution on site.

Directly responsible for the configuration of Microsoft Exchange during enterprise productivity improvement solution for the society for family Health: A company’s Clients.

Proactively involved in the diagnosis of reported problem and configuration issues and recommend solution as appropriate.

Performed system and software installation and support of windows Product DHCP, DNS, WINS Active Directory Services, infrastructure management and terminal Services, MS office suites and Antivirus Software.

Provided 2nd and 3rd Line business application desktop and LAN support and fault resolution.

Directly responsible for hardware/Software investigation, diagnosis and resolution to standard best practise.

Extensive use of Active Directory Computers systems and administration including creating new account groups, unlocking of account, assigning groups and publishing applications. Interests

Playing Piano, exercising and travelling

References

Available on Request

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