Experience

• 

  Cmc motors group ltd

  Nov 2014 - May 2018

  *Train employees on the improved INCADEA system which is an add on in the NAV ERP used by the company.*Train employees on the new Customer Relationship Management system.*Train employees on the IFMIS system that the government has adopted for suppliers.*Equip employees who are upcoming trainers on SOFT SKILLS which are necessary for them to be able to train others effectively. *Provide on the phone & office technical support to CMC end users*Configuring, maintaining, repairing & upgrading computer h/w & related peripherals*Installing, updating & troubleshooting OS & S/w applications*Installing, troubleshooting & repairing printers, scanners & copiers on the CMC network*Configuring, testing, installing & connecting new computers on the CMC LAN*Troubleshooting & solve network problems on the CMC LAN.

  • Training Support Specialist

    Jan 2015 - May 2018

  • IT Support Technician

    Nov 2014 - May 2015
• 

  Davis & shirtliff

  May 2018 - Oct 2021

  Ict service delivery team lead

  *Helpdesk Management: Manage the ICT Helpdesk hosted on Freshdesk and ensure that the tickets are closed and resolved in time and escalate where necessary. Create helpdesks for other departments to use to support their customers. Analyze case trends to reduce the reoccurrences of issues.*Knowledge Sharing: Develop training calendars for the ICT Team to increase knowledge sharing and additional skills development.*Staff Induction: Develop induction material for ICT and non ICT Staff.*Incident Management: Analyze all system downtimes and resolutions to see what improvements can be made to reduce the occurrences. *Monthly Budget: Analyze invoices to ensure that they are correct and suppliers are paid in good time.*Supplier Management: Manage the supplier database for all systems outsourced to ensure that there is a contact in case of support/ escalations required.*Microsoft Admin Centre Management: Administer licenses to staff based on job role and create Microsoft Teams policies for organizational use.*Manage the user setups, hunt groups and any user support issue experienced with the Avaya Telephony System.*ESEYE SIM Monitoring: Monitor the simcards to ensure there is no overspend and suspend where necessary.*Recruitment: Recruit and train ICT Service Delivery Staff.*System Roll Outs: Train and provide support for all system rolled out.*Feedback Surveys: Carry out regular surveys to gauge how our service is to our customers and how we can improve.*Staff On/Offboarding: Manage the employee lifecycle and use of ICT systems. Show less

• 

  Unops

  Feb 2022 - now

  Global ict focal point associate

  *Developing and maintaining strong relationships with ICT Focal points globally.*Leading the roll out of HQ initiatives to the field offices, monitoring and reporting on global IT project status within the ICT Focal point community KPIs to ITG/ICT Helpdesk group while acting as a focal point to the field offices for various HQ initiatives including standardization (backed by the IT Strategy for UNOPS). *Participating in ICT HQ working groups to develop processes and initiate system changes to develop IT Maturity within UNOPS globally.*Leading the development and roll out of the Lucid Champions Program to staff globally in conjunction with the Lucid Team in Amsterdam.*Building and strengthening the Global ICT focal points community through regular and periodic coordination meetings.*Training and on boarding of new ICT Focal points.*Developing and maintaining FAQ of processes catalogue for ICT Focal Points.*Maintaining ICT Focal Point group list and moderating ICT communities.*Ensuring efficient and effective ICT client services, management and administration, focusing on achievement of Implementation of ICT and operational strategies compliant with UNOPS rules, regulations, policies and framework.*Providing ICT advice to clients, ICT audit inspections and/or facilitation of selection/deployment of software to projects, seeking technical advice and support from HQ ICT.*Active networking with clients, addressing and improving common areas of concern. *Identifying common areas of concern with processes and procedures and escalating these as necessary.*Ensuring standardized SOPs, guidelines & adhoc IT projects etc. towards all ICT global focal points, and addressing IT security and compliance requirements. Show less