Albert ELOMA, MSc IT, BRMP, PMP, ITIL, SFPC

Experience

• 

  The Ministry of Social Affairs

  Aug 2006 - Apr 2009

  Tally of support to the Services of the social action

  - Worked with two key employees, including the Head of the social centre to manage a yearly budget for needy local people living below the poverty line.- Carried out raids on the ground, identified target populations to meet preferably in combination designed around income-generating projects, educated them in administration and managed them until their autonomy. In that way, we also found and helped associations especially fighting against HIV/AIDS.- Mentored and joined existing associations in the database hierarchy and assistance programs for facilities and possible subsidies. - Wrote the terms of reference and activity reports relating thereto for guardianship. Show less

• 

  Various Higher Education Institutes

  Sept 2008 - May 2023

  Part-time IT Lecturer

  In Master degree, design and delivery of courses in : ITIL - Project Management - IT Support Management - IT Service Provision - CMMI - Information Systems - Software Testing – Software Quality - Software Engineering - Automata, formal languages and compilation - Web design - UML - Dashboard - Analysis Methods and Object-Oriented Design

• 

  TriContinental Limited and IBM/Diageo - Diageo Guinness Cameroon Hub

  May 2009 - Apr 2015

  IT Support Specialist

  • Successfully executed numerous deployment projects, including the Diageo Project U Windows Vista deployment, Diageo Windows 7 deployment, migration of the Global Financial System from SUN Systems to SAP, and a transformative shift from Remedy to ServiceNow.• Directed and monitored ITIL processes encompassing events, incidents, requests, access & rights, and problems. Implemented an escalation process in alignment with established procedures and Service Level Agreements (SLAs). Provided guidance and empowerment to the Service Desk on incident, problem, and change management.• Provided comprehensive support for the maintenance of user workstations, tablets, GSM, networks, and software programs. Collaborated with both local and remote users for Install-Move-Add-Change-Disposal (IMACD) activities. Utilized ITSM tools to manage queues, scheduled planned maintenance, and efficiently troubleshooted problems.• Managed inventory levels for Portable Storage Media (PSM) and workstations, overseeing assets, including servers, laptops, desktops, printers, and spare components in various states such as deployment, repair, and inventory.• Monitored equipment warranties and printer-based services, managed Active Directory and access control, and supported the maintenance of the data center, including daily backups. Proactively managed antivirus protection.• Orchestrated internal audits and served as the primary point of contact for external auditors, ensuring compliance and adherence to relevant standards and regulations. Show less

• 

  Freelance

  May 2015 - Sept 2017

  IT Consultant / ITSM Lead

  • Developed, organized, and implemented network facilities and the information systems division, incorporating essential processes, policies, and procedures aligned with the ITIL framework.• Established comprehensive support mechanisms and procedures to ensure effective levels of I/II support. Orchestrated and supervised maintenance activities, including troubleshooting network issues, managing servers, workstations, software, printers, and overseeing antivirus (active/proactive) management. Provided support to both local and remote users, with the escalation of support requests following established procedures, Service Level Agreements (SLAs), and ITIL processes. Show less

• 

  MTN Cameroon

  Oct 2017 - May 2023

  Business Relationship Management (BRM) Lead

  • Led the design, implementation, and management of business relationship management, standardizing ITSM processes and policies.• Served as the convergence and mentoring point of the IT Service Management (ITSM) unit within the technology department's transformation program, leading to the standardization of reporting activities and the formalization of policies, processes, and procedures for the effective operationalization of processes: monitoring and event management, incident management, service request management, problem management, change management, release and deployment management.• Served as Change/Release Manager, unifying IS and telecom departments, and led the CAB during the department's transformation. • Established service level, catalog, and continuous improvement management practices, setting the foundation for effective business relationship management.• Acted as the liaison with MTN Group and Accenture for the ITSM/ESM tool migration from BMC Remedy/Smart IT to ServiceNow.• Enhanced inter-unit collaboration for improved service delivery and initiated the annual technology customer satisfaction survey, leading to increase participation and satisfaction rates.• Led the identification, evaluation and promotion of the use of existing and innovative technologies to increase productivity or new capabilities for the company.• Translated dissatisfaction to initiatives driving solution through change on existing services or release and deployment of new services.• Led regular meetings with business management and leadership to capture needs. Conducted research, studied and communicated recommendations for potential solutions. Ensured the convergence of the various stakeholders to the strategic vision of the company. Show less

• 

  IT Chapter

  Jun 2023 - now

  Senior ITSM Consultant

  As a consulted ITSM Lead within organizations like CNESST, Concordia University, Les YMCA du Quebec and Polytechnique Montréal :• Explored the ITSM context by leading collaborative workshops with relevant stakeholders. • Evaluated the current state, the value chain of ESM/ITSM practices, and generated a formal report highlighting deficiencies and improvement recommendations to align with the requirements of best practices. • Designed practices/processes, procedures, policies as per the ITIL framework and recommendations.• Established comprehensive Support processes for ESM/ITSM Improvement initiative and potential replacement of the ESM/ITSM tool by building ITSM Blueprint and business cases.• Established functional specifications for configuring practices in an ESM/ITSM tool and created a roadmap for their implementation.• Carried out coaching with ITSM teams. Show less