Fubarata Jim-George

Experience

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  National Engineering and Technical Company Limited (NETCO), a subsidiary of NNPC

  Feb 2011 - Jul 2011

  Help Desk/ IT Technical support officer

  • Installed, configured, monitored and updated computer hardware, operating systems, database, and applications, and Handled user complaints and helpdesk resolutions.• Network troubleshooting and desktop administration.

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  Hopewill School, Elebele

  Mar 2013 - Sept 2013

  Class Teacher

  • Taught Mathematics, Quantitative and Verbal reasoning, as well as monitored the pupils in the classroom.

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  Kith and Kin Educational Schools

  Mar 2014 - Sept 2014

  Admission Officer/Marketer

  • Coordinated and organized entrance examinations for new/intending students.• Developed marketing strategies that increased the size of the student population by 20%.• Managed customer relationships with the current and intending clients & parents of the pupils.

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  Bincom ICT Solutions

  Aug 2016 - Jul 2017

  Senior Web Developer

  • Designed and developed web applications that brought in $100,000 in revenue.• Trained new employees on web development and supervised new interns.• Engaged in meetings with the product stakeholders and documented their requirements.

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  Bureau Veritas

  Jul 2017 - now

   Lead a service desk team of technical agents and support analysts, across multiple regions in West Africa, to over 300 users - ensuring 24/7 IT support coverage and maintaining an average SLA compliance of 98%. Oversee incidents, problem and change management processes in alignment with ITIL best practices to improve FCR rates and reduce ticket backlog by 99%. Implemented KPI dashboards to track team performance and customer satisfaction, achieving a 99.99% improvement in customer feedback ratings. Coordinated with senior leadership and stakeholders to align service desk operations with business objectives and address high-impact incidents. Reduced operating costs by 50% through process automation, optimizing resource allocation, and renegotiating vendor contracts. Developed and conducted training programs to enhance technical skills, process adherence, and customer service excellence among team members.Information Technology Lead | Bureau Veritas Ltd| January 2019 – December 2022 Managed a team of Twelve (12) support analysts, delivering L1 and L2 support to over 200 users across, Three(3) countries (Nigeria, Ghana &Togo). Spearheaded the transition to a new service desk software (SMAX), leading to a 99.99% improvement in ticket resolution time. I conducted root cause analysis and worked with cross-functional teams to implement solutions that reduced recurring issues by 90%. Established weekly and monthly reports for analyzing SLA adherence, ticket trends, and service improvements, which informed strategic adjustments. Collaborated with HR to develop team training initiatives that increased FCR significantly and enhanced employee engagement. Show less

  • Information Technology Lead / District IT Service Desk Manager

    Jan 2019 - now

  • Senior Information Technology / Service desk Officer

    Jul 2017 - Jan 2019