Seun Davids

Experience

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  First City Monument Bank Plc

  Jul 2007 - Jul 2009

  Regional IT Support Specialist

  Operated as a Regional (virtual) Helpdesk and User Support for sixteen branches in Lagos.Provided support for LAN/WAN equipment across all branches under coverage.Administered and supported all MS Client/Server Applications across the region.Provided assistance for every Active Directory service request reported in relation to user account creation, passwordreset, Mailing/Distribution lists.Monitored all ATMs across the region for maximum up-time and provided support where/when necessary.Responsible for User and Desktop Configuration.Responsible for training new IT support staff and IT representatives across Bank locationsProvided first level support for Banking Application (FINACLE) bank-wide.Provided first level support for Non-Banking Applications Infopool, Kastle Loan Booking application.Responsible for the installation of all software and hardware required.Responsible for the maintenance of all hardware across branches within purview, while providing support andrepairs for faulty ones.Responsible for the change management of IT assets within the region while escalating where necessary.Responsible for EOD Processing on UNIX environment and Monitoring the Database. Show less

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  Bank PHB Plc

  Aug 2009 - Mar 2011

  Information Technology Service Desk Analyst

  Responded to all help-desk calls and creating fixes to issues within an agreed timeline.Categorized, prioritized and logged all IT related issues intercepted by the Service Desk Application.Provided first level support either by phone, remotely or physical presence.Interacted with the end users and stakeholders until every incidence/request logged is closed.Active Directory Management (user password reset, distribution lists add/remove) etc.Generated reports for appropriate Business Support Units using SQL.Responsible for updating the knowledge Base for maintaining IT Processes.Assisted in the training of new IT support staff and IT representatives across Bank locationsInstallation and Support of Software/Hardware.Installation and Support of Microsoft Windows (XP, Vista, Windows 7) Operating Systems.Installation of Microsoft Office Suite (MS Office Package, MS Project).Supported the CSU, Cash and Teller related issues on T24 Banking Application. Show less

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  KBL Healthcare Ltd.

  Apr 2011 - Dec 2017

  IT Service Delivery Manager

  Managed all IT Assets& Inventory, Infrastructure(Power, Networks, Servers, and Operating Systems) and Projects.Procurement of Technology equipment from Local and International dealers applying standard policies asapproved by Management.Responsible for all End User/Desktop Configuration and support by phone, email, physically & Remotely.Managed Local Network distribution to every workstation and supervise operations of service providers.Supervised Installation, Maintenance and Support for all Operational Software and Applications.Responsible for development and maintenance if IT policy document and ensuring compliance. Maintained all ITService Level Agreements and Interfaced with local and international IT Vendors and partook in vendor contracts negotiations for IT equipment/Software purchases and service subscription.Responsible for assessing and communicating benefits and risks associated with IT investments and makingnecessary recommendations.Prepared training documentations for IT staff and IT users and developed a Knowledge Base for the companyResponsible for the Implementation & Administration of Document Sharing/Backup Server for the prevention of data loss.Ensured quality of service is provided to customers by constantly taking feedback on IT service provision.Maintained IT security by protecting information assets and ensuring security against threats and viruses. Show less

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  Tek Experts

  Apr 2018 - Oct 2020

  Cloud Technical Engineer (Identity Authentication & Account Management)

  Categorized and managed customer requests according to severity level.Collaborated on cross-team and cross-product technical issues by working with colleagues from other teams as needed to resolve customer problems.Collaborate with MS Azure experts and Escalation Managers to provide advanced support.Manage critical issues by setting customer expectations, devise and implement action plans and professionally communicate to all parties involved.Knowledge and support of O365 Exchange Online, O365 licensing, management and administration.Provided technical support to customers for Microsoft Intune MDM/MAM configuration and administration.Understand, Manage and provide support for Exchange Online administration and security.Understand and set right expectations with customers in line with issue reported.Provide Technical support for Azure AD/Web App proxy implementation and troubleshooting.Server deployment and configuration of Windows Server roles ,features and server promotion.Support for Microsoft Azure users in the areas of Azure Active Directory Management in relation to:Identity Synchronization from On-Premises to Azure using AD ConnectConfiguration of Conditional Access policy to control authorization to domain apps and resources.Active Directory object synchronization to cloud using Azure AD Connect and status monitoring and reporting using AD Connect Health.Integration, single sign-on configuration and User Provisioning from Azure AD to Enterprise Applications such as Zendesk, Salesforce, Box etc.Advise customers on cloud security best practices with implementation of MFA, Conditional Access, PIM, AIP etc.Implementation and configuration of ADFS, AADDS, Azure KeyVault, B2B & B2C applications. Provide top level Technical customer support to Microsoft customers within the EMEA region.Engage in triage with technical experts internationally to effectively address customers' queries. Show less

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  BigiBet Nigeria

  Oct 2020 - Jul 2022

  Technology Operations Manager

  Designed, developed, documented and enforced IT policies in alignment with company vision.Design and implement processes to realize the IT Objectives.Managed IT Vendors, Contracts and SLAs.Administered the implementation and configuration of other Freshworks SaaS Application tools such as Freshdesk, Freshchat etc.Implemented, managed and supported 3CX IP Telephony system hosted in Azure Active Directory for call center services.Responsible for the overall design of the Group’s Information Systems Networks, Services, and Solutions.Ensured that all information systems operate in compliance with internal and legal requirements.Responsible for IT service strategies and designDesign the technology driven business processes through implementation of workflows to automate the on-boarding of agents and retailers.Designed Business Continuity/Disaster Recovery programs and strategiesInterface with the Product Team to effect changes on the Betting platform data (JSON) as desired and approved.Responsible for the inventory and safety of Group Information AssetsDesigned and implemented Enterprise Security ActivitiesResponsible for IT Department financial planning and budgeting.Proposed improvement of Infrastructure system with respect to reliability, performance, scalability, evaluate and propose potential solutions to management for approvals.Designed and delivered induction presentation and introduce new employees to the BigiBet IT Operations.Led Project Management activities for all company IT projects.Prepared and maintained the Technology, Data Privacy, Protection & Retention policies. Show less

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  Heritage Bank Plc

  Aug 2022 - Jun 2024

  • Led the team responsible for monitoring, maintaining, and ensuring the stability, availability, and security of ATM terminals across the bank, resulting in uninterrupted service for customers.• Performed core ATM system administration tasks, acting as the administrator of ATM systems and ensuring the integrity and confidentiality of information.• Provided leadership for a team responsible for tracking, escalating, and documenting network-related issues, compiling incident reports, and ensuring timely resolution.• Developed and monitored key performance indicators (KPIs) to assess the performance of ATM support vendors, identifying areas for improvement and optimizing service delivery.• Administered rolled-out ATMs, monitoring cash levels, configuring cassettes, and utilizing Postillion's ATM status commander for efficient management.• Established and maintained ATM schedules and controls, ensuring compliance with delivery timelines, mandates, and regulatory requirements.• Provided support for ATM card printing services and manage printer maintenance schedules, ensuring uninterrupted service and high-quality card production.• Enforced compliance with PCIDSS (Payment Card Industry Data Security Standard), safeguarding customer data and maintaining a secure environment.• Continually improved ATM system performance, security, and business benefits by recommending and implementing upgrades or changes based on industry best practices.• Provided leadership for the internal IT support team, overseeing day-to-day IT operations, equipment provisioning, user access management, and endpoint maintenance.• Developed and monitored KPIs to assess the performance of supervised teams, identifying areas for improvement and implementing strategies to enhance efficiency and effectiveness.• Supervised the provision of end-user support to executive staff, offering guidance on standard office applications and best practices, ensuring smooth workflow and productivity. Show less • Prioritized and managed IT service desk operations based on their impact on business operations, customer satisfaction, and regulatory compliance.• Successfully managed and maintained Service Level Agreements for incidents, service requests, changes, and problems logged on the service desk application.• Provided leadership and coordination for the service desk team, ensuring efficient handling of daily routine tasks.• Collaborated with internal IT staff to deliver technical support to end users, resolving issues promptly and effectively.• Designed, reviewed, and updated Standard Operating Procedure (SOP) documents periodically, ensuring management approval and adoption.• Reviewed incident reports from users and provided troubleshooting assistance as needed, ensuring timely resolution of issues.• Tracked customer requests and departmental activities using an internal help desk ticketing systems (Ivanti & Manage Engine), maintaining accurate records. • Coordinated with vendors to ensure prompt and efficient supply of hardware resources, minimizing downtime and disruptions.• Support onboarding and offboarding processes for employees, ensuring seamless transitions and access to corporate systems.• Effectively managed, developed, and trained the service desk team, fostering a culture of continuous improvement and professional growth.• Conducted service and operation performance reviews, analysing results and implementing necessary improvements.• Coordinated and managed all relevant stakeholders, including the support desk team, customers, and other teams involved in service desk operations.• Participated in the implementation of IT Service Management System (ITSMS) and Quality Assurance processes, ensuring adherence to best practices.• Responsible for managing processes related to major incidents, service levels, service catalog, service requests, knowledge management, and service performance reporting. Show less

  • Team Lead, Terminal Monitoring & User Support

    Mar 2024 - Jun 2024

  • Team Lead, IT Service Desk

    Aug 2022 - Feb 2024
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  Smatsystems

  Dec 2023 - now

  Freelance

  Acquiring skills for DevOps functions:• Collaborate with development and operations teams to ensure continuous delivery and deployment of software• Design and implement infrastructure automation using tools such as Jenkins, Ansible, Puppet, or Chef• Configure and manage servers, network devices, and virtual machines, Docker containerizations and Kubernetes.• Monitor and analyse system and application performance using tools such as Prometheus, Nagios and Grafana• Implement continuous integration and continuous deployment (CI/CD) pipelines using Jenkins, Azure DevOps etc.• Manage cloud infrastructure, including deployment, scaling, and monitoring of cloud-based applications• Implement security best practices across infrastructure and applications• Automate testing and quality assurance processes• Collaborate with technical teams to resolve production issues and ensure high availability of systems• Keep up to date with emerging DevOps technologies and best practices and recommending their adoption to improve the organization's operations. Show less

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  KingMakers

  Aug 2024 - now

  Senior Technology Support/Escalations Engineer-L3

  • Assist with solving complex technology issues and documenting working solutions.• Supervise activities on JIRA IT service desk platform based on their impact on business operations, customer satisfactions.• Work with frontline engineers to troubleshoot and resolve complex technical issues: Reproduce issues, replicating customer environments as needed.• Document issues and contribute to our internal knowledge documentation• Collaborate with the global engineering team as needed to provide solutions.• Provide Root Cause Analysis for encountered incidents and facilitate proper documentation.• Provide leadership for the global support team including L1 and L2 engineers.• Provide technical expertise during testing, deployment, and upgrading of software solutions.• Manage critical customer issues, facilitating communication between users, Cloud| DevOps| Engineering, Data Analytics, Product, Legal and Sales teams.• Serve as the customer advocate for timely resolution of issues and handling escalations while helping users realize and maximize the value for every service in offering.•Participate in new product development, customer training, and other support-related activities.• Engage in the planning and execution of new Technology Projects including Software applications review, integrations and process automation. Show less