Adefuye Adeyemi

Experience

• 

  Consolidated Ace Nigeria Limited

  Nov 1997 - Jan 2000

  System Analyst/Programmer

  • Development of Treasury Mgt. System using Visual Basic 6.0 & Crystal Report.• System Analysis and Design of Treasury Management System.• Student and Corporate training on Microsoft office and Visual Basic programming.• Corporate training on statistical data analysis using EPI Info and EPI map.

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  Compute-Rite Systems Limited

  Feb 2000 - Dec 2000

  System Analyst/Programmer

  Systems Analyst/Programmer• Developed dWISE Human Resource Mgt. System using Powerbuilder.• Presentation, User training, Installation and Technical support of dWISE H.R.M.S for Nigerian Liquidified Natural Gas, National Bank, First Aluminium Ltd and Intercontinental Distilleries Ltd.• User manual / training manual development for dWISE.• Implementation dWISE H.R.M.S using Sybase, Microsoft SQL Server and Informix backend.• Implementation of dWISE Pension Administration System For Shell Trustees (a pension fund administrator) Show less

• 

  DHL International Nigeria Limited

  Jan 2001 - Oct 2006

  • Customer Relationship Management software Implementation & administration running on LINUX platform with Informix Backend.• Administration of Costing (Compass) Software System running on UNIX.• Developed business analysis software for generating Daily and Monthly Sales Trend Report using IDEA, MS Access and MS Excel (Pivot tables).• Liaise with Billing.dept., Customer Services, & Sales Reps. to resolve all customer data and transaction data quality issues.• Sales Management Report generation and presentation.• Sales commission design, generation and reporting.• Tariff & Pricing Analysis using PET (Pricing Evaluation Technique).• National Costing Model (Cost - Revenue Analysis).• Commercial Budget generation and presentation.• DHL Nigeria Website administration and content maintenance.• DHL Newsletter monthly publication and distribution via email. Show less

  • Manager, Pricing and Analysis

    Oct 2004 - Oct 2006

  • Customer Access Administrator

    Jan 2001 - Sept 2004
• 

  Accounting Information Management Services Limited

  Nov 2006 - Mar 2008

  General Manager, Technical Services

  • Hardcat (Fixed Asset Management System) implementation, training and support for MTN, First Bank, Afribank & Ecobank.• Hardcat Modules Covered: Asset Manager, Maintenance, Barcoding, Depreciation, Helpdesk, Stock Control and Purchasing.• Asset data capture project management & database administration• Management of all I.T infrastructure and disaster recovery planning.

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  Central Bank of Nigeria

  Apr 2008 - now

  Formulate Policies and Strategies in accordance with ITIL to manage incidents, requests and problems.Ensure third parties and vendors comply with agreed SLA.Strategise on mechanism to monitor all incidents, requests and problems do not exceed OLA timelines.Participate in System Tests and User Acceptance Tests to ensure the user requirements / business expectations are met or exceeded.Ensure all incidents, problems and requests are logged accurately on the Symantec I.T Service Desk.Supervise the Incident Manager, Problem Manager and Request Manager to ensure all issues are resolve within agreed timelines. Show less The Senior Service Centre Specialist is the first point of contact between end users and the IT organization. S/He is responsible for recording the details of reported IT service issues and service requests, and working to either restore service as quickly as possible, or alerting and/or escalating them to the appropriate specialist support groups.• Triage issues and service requests via phone, e-mail, chat, etc..• Troubleshoot the end user’s issue and resolve upon first contact, when possible.• Accurately record and document all details of the issue or service request, including categorization and priority into the IT service desk tool.• Provide remote access/VPN support.• Provide "how to" assistance on all internally supported devices, applications and systems.• Escalate issues to appropriate second- and third-level subject-matter experts in accordance to service-level agreements, and follow up on incidents when appropriate.• Leverage internal and external resources (knowledge bases, manuals, support sites, vendors) to answer questions and resolve issues.• Respond to end-user inquiries regarding the status of incident/service request tickets, and perform follow-ups. • Contribute to the creation/facilitation/maintenance of FAQ documents, knowledge articles and user guides.• Build relationships with the Level 2 support technicians and Level 3 subject-matter experts to ensure that IT-delivered services and end-user productivity goals are understood and met or exceeded.• Be an advocate for the end user to ensure he or she receives high-quality and timely service and support from the entire IT organization. Show less • Software and Hardware support for 27 departments (over 6000 users)• Identifies priorities for support of IS resources and negotiates delivery times with users• Peregrine Helpdesk software implementation, support and maintenance.• Software and Hardware support for 27 departments (over 6000 users)• Identifies priorities for support of IS resources and negotiates delivery times with users• Peregrine Helpdesk software implementation, support and maintenance.• Globus (Temenos T24) Banking Package support• Oracle ERP software support• eFASS (Electronic Financial Analysis and Surveillance System) software support• Tests software to evaluate ease of use and whether product will aid user in process efficiency• Participates in Software/Product User Acceptance Test and Solution Deployment• Information Technology Project Management & I.T contract appraisal. Show less

  • Principal Manager I.T Service Centre

    Feb 2015 - now

  • Senior Manager, Service Centre Office

    Aug 2010 - Jan 2015

  • Manager, User Support

    Apr 2008 - Jul 2010