Ikenna Odo

Experience

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  Diamond Bank Plc

  Aug 2006 - Mar 2011

  • Improved IT service delivery by adopting Agile methodologies, achieving a 30% faster deployment rate and a 25% boost in efficiency.• Enhanced system reliability through robust incident management with ServiceNow and Ivanti, reducing downtime by 30% and improving resolution time by 50%.• Reduced IT operational costs by 20% through platform consolidation and process automation using tools like Power Automate and Automate Anywhere.• Increased customer satisfaction by 34% by implementing ITIL-aligned service quality frameworks, regular service reviews, and targeted training programs.• Led digital transformation with cloud technologies like AWS and Azure to enhance service agility.• Ensured 100% compliance with standards through governance frameworks and COBIT and maintained strong stakeholder relationships with a 90% approval rate for ITSM projects.• Introduced AI technologies like AI-powered chatbots, reducing ticket volumes by 60% and fostering a proactive IT service culture.• Developed and managed SLAs/OLAs, service metrics, and undertook service catalog planning and management.• Enhanced team performance and reduced turnover by 30% through effective mentoring and professional development.• Drove continuous service improvements to enhance quality and customer satisfaction. Show less • Administer daily operations including analysis, configuration, troubleshooting, debugging, and patching for multiple business applications.• Lead software implementation projects, ensuring optimal functionality and alignment with business needs.• Train and support end-users, enhancing system understanding and efficiency.• Drive continuous improvements in system security, performance, and reliability through proactive enhancements and upgrades.• Supported key operational systems, ensuring stability and performance across the company's technology stack.• Managed software upgrades and patches, reducing system downtimes and enhancing security.• Collaborated with cross-functional teams to gather requirements and deliver solutions tailored to business needs.• Contributed to the development and refinement of IT policies and procedures, ensuring compliance with best practices and standards.• Provided critical analytical support to various projects in the bank and change management initiatives.• Ensured that all testing is completed as per plans and schedules with a go-getter attitude.• Identified and assessed business impacts and risks, solved complex issues, provided data driven recommendations on options, and helped to define end state of desired changes.• Executed user acceptance testing (UAT) including preparation of test plans, execution of test cases, documentation of results and filing of defects. Show less

  • IT Service Management Analyst

    May 2007 - Mar 2011

  • Enterprise Application Support Engineer

    Aug 2006 - Oct 2007
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  Access Bank Plc

  Jun 2011 - Oct 2016

  IT Change Management Lead

  • Led change management projects focusing on IT and business process transformations for utility companies, enhancing operational efficiencies and user adoption rates.• Developed and executed change strategies in collaboration with cross-functional teams, demonstrating strong facilitation skills across various organizational levels.• Influenced the integration of change management practices into project lifecycles, ensuring alignment with corporate goals and enhanced stakeholder engagement.• Designed and implemented change initiatives for IT deployments in the public sector, achieving significant improvements in process optimizations and employee transition management.• Utilized Prosci methodology to guide change processes, achieving a consistent application of best practices in change management across multiple departments.• Collaborated effectively with project managers to ensure seamless integration of technological changes, focusing on stakeholder needs and organizational impact. Show less

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  Polaris Bank Ltd.

  Oct 2016 - Nov 2021

  Enterprise Application Administrator

  • Administered daily operations including configuration, troubleshooting, and patching for multiple business applications.• Led software implementation projects, aligning with business needs.• Trained and supported end-users, enhancing system efficiency across all operational applications.• Managed software upgrades and patches, committed to reducing downtimes to meet customer needs.• Collaborated with teams to gather requirements and deliver tailored solutions while identifying risks.• Contributed to Information Technology policy development and compliance. Show less

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  Fidelity Bank PLC

  Nov 2021 - Aug 2024

  Information Technology Operations Lead

  • Streamlined Operations: Organized the consolidation of IT operations, resulting in a 30% reduction in incident response time by implementing automation through Ansible and RPA tools like power automate and Automation anywhere.• Enhanced Service Delivery: Boosted system availability to 99.8% by deploying robust monitoring solutions using Splunk, AppDynamics, Manage Engine and Dynatrace and integrating incident management with ServiceNow as well as Ivanti, significantly improving SLA adherence.• Cost Optimization: Cut IT operational expenses by 30% through strategic vendor re-negotiations and optimizing cloud expenditures with the use of AWS Cost Explorer and Azure Cost Management.• Infrastructure Management: Oversaw a 20% performance improvement in network operations by upgrading infrastructure with software-defined WAN (SD-WAN) and implementing VMware for efficient virtualization management.• Leadership Excellence: Led a multidisciplinary team of 65 members, achieving a staff retention rate of 90% by cultivating a culture of continuous learning and professional development.• Process Improvement: Instituted ITIL best practices, achieving a 40% increase in process efficiency and enhanced cross-department collaboration by facilitating ITSM workshops and training sessions.• Disaster Recovery Planning: Eliminated potential downtime by implementing comprehensive DRP strategies with a Recovery Time Objective (RTO) reduction by 60% for the Core banking system, Finacle.• Data-Driven Decision Making: Utilized BI tools like Tableau to analyze IT performance data, leading to data-informed decisions that increased overall customer satisfaction scores by 30%.• Project Management: Delivered over 10 large-scale IT projects timely and well within budget employing Agile methodologies and leveraging project management principles for team coordination. Oversaw all Technology solution projects/Initiatives for the business systems. Show less

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  Southwest Properties

  Sept 2024 - now

  Application Support Specialist

  • I provide first and second-level support for a range of business-critical applications, including SharePoint, Microsoft 365 Apps, UKG, Yardi, Rent Cafe, and Pro Contractor. I troubleshoot technical issues, ensuring timely resolution and seamless performance for end-users.• Diagnose and troubleshoot application issues, collaborating with cross-functional teams to implement solutions.• Monitor application performance, identifying opportunities for optimization and improvement.• Document support processes and troubleshooting steps to enhance the knowledge base.• Communicate with stakeholders and end-users, providing tailored solutions based on their needs.• Collaborate with developers and vendors on application deployments, upgrades, and integrations.• Participate in testing and quality assurance to ensure smooth application changes and updates.• Service Desk Administration - Implement and manage the Service Desk system (Freshservice). Show less