Segun FATOKI -(PMP)®, ITIL, MCSE, AWS

+234********** / adi67j@r.postjobfree.com

IT Operations Management Product Management Project Management

PROFESSIONAL SUMMARY

Strong Information Technology background, business vision and people development skills, with over nine years progressive experience in Information Technology and Project Management in fast-paced environments covering various sectors including IT, Banking/Financial Institutions, Pharmaceutical, Manufacturing and FMCG. Lead teams that have provided excellent IT Services and successfully managed IT Projects end-to-end. Recognized with outstanding emotional intelligence, strong interpersonal skills and a result-oriented professional. A communicator par excellence whose expertise can lead teams to surpass target in project delivery within an acceptable cost, scope, time and quality.

PROFESSIONAL CERTIFICATIONS

Professional Scrum Master I – Scheduled for January 26th,2021

(PMP)®: Project Management Professional

Amazon Web Service Solutions Architect-Associate

Certified in Information Technology Infrastructure Library (ITIL) V3

Information Security Foundation based on ISO/IEC 27002

Cloud Computing Foundation

Certified integrator in Cloud Services

EDUCATION

2019 Bachelor’s in Computer Science (4.4/5.0), Ajayi Crowther University, Oyo, Oyo State, Nigeria.

2009 Higher National Diploma in Electrical/Electronic Engineering, Osun State Polytechnic, Iree, Nigeria.

COMPETENCIES

Technologies

LAN

RF Technology

Cloud

Scrum

Agile

Cyberscurity

Product Owner

ITSM

ITIL Management

Configuration Management

OPEX/CAPEX

Costing & Budgeting

Delivery Management

Change Management

SLA Management

Business Process

Knowledge Management

Value-Added Leadership:

Analytical

Six Sigma

Customer Relationships

Business & IT Planning

Scrum/ Lean Sigma

Leadership

Culture & Networking

Facilitation/Brainstorming

PROFESSIONAL EXPERIENCE

IT Service Delivery Specialist- GlaxoSmithKline (Gsk) July ’19 till date

Responsibilities: Responsible for the management, planning and delivery of on-site IT management services at GSK, Agbara. Managed 2 team members (Service Desk, Desktop/Laptop, Security Operations, including 2 remote sites). Services included technical support, build/deploy computers, asset management, mobile device management and processing security requests. Provided technical and operational expertise in policies and procedures. Responsible for staffing, hiring, performance appraisals of IT interns.

Accomplishments:

Oversaw 100% compliance of meeting SLA's and KPI's in accordance with master services.

Improved project management process by 30%

Reduced call response time to trouble tickets by 45%

Exceeded expectation in handling Voice of Customer by 30%

Exceeded system availability and contract obligations by 15%

Achieved 95% customer satisfaction in the third quarter of the 2019 fiscal year.

Managed PC execution of Windows 10 Project for 100+ machines with 98% performance evaluation.

Boosted ITIL-based service and customer satisfaction metrics by 40%.

Developed and maintained effective working relationship with end users.

Technical Supervisor - Cloud Comercio Cloud Limited Feb’19 – July’19

Responsibilities: Lead a team of 8 IT Professionals that provide global technical support to a wide range of external customers as they build business-focused cloud solutions on Comercio Cloud Platform. Focused on driving product and process improvements regarding Development, Quality Assurance, New Product Introduction, Product Management and Support.

Accomplishments:

Met the business objectives with a 99% score as regards Service Level Agreement.

Reduced IT department operational cost by 40%.

Supervised projects in the Managed Network Services space.

Refreshed and maintained data center infrastructure, managed procurement life cycle and ensured asset maintenance.

Built a robust Service Request Platform that resulted in 95% customer satisfactory

Got approval from Nigeria Communication Commission on all the communication equipment for the company.

Monitored network utilization and performance, implementing procedures for network optimization, reliability, and availability to meet our service level agreement of 99.99%

Identified problematic areas of the business and implemented strategic solutions in time.

Built long term relationships with outside vendors for IT related products and services as regards Service Level Agreement.

IT Analyst First Bank Nigeria Limited Dec ’10 – Feb’19

Responsibilities: Lead a team of 2 to provide network, Desktop, ATM and end-user support for over 200 employees in seven branches of First Bank Nigeria Limited.

Accomplishments:

Managed vendor relationships for 20+ infrastructure and application support project

Delivered 15% in operational budget savings by consolidating suppliers within region, negotiating more favorable contracts, and re-evaluating budgets.

Recipient of multiple customer satisfaction awards based on feedback from customers and Branch Managers.

Executed the installation of software such as Windows operating system, Citrix solution, antivirus and patches on over 210 devices.

Performed preventive maintenance on all IT infrastructure of seven branches thereby saving 1.1 Million monthly compared to the cost if the outsource vendor is involved.

References available on request

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