IT Operations Manager
Mafuta Energy Service Limited
Total years of experience :5 years, 2 Months
Managing general IT, infrastructure, maintenance and technical support for 480+ end users for distribution specific hardware, software and SAP Support. Managerial responsibilities included serving as a liaison between internal IT service partners, Supply Chain teams and local distribution staff in all departments and levels to determine the most efficient and cost effective IT solutions.
•Provided technical support and problem resolution strategies for customers
•Implement new techniques and process improvements that increase productivity and lower costs
•Present all proposed solutions to functional leadership role periodically, for ratification and acceptance.
•Presented technical plans and progress reports to senior executives to improve distribution center technology.
•Managing In-country technology team’s Risk and Compliance related issues locally by access, monitor, review and follow up actions.
•Manage social media pages (Facebook, LinkedIn, Twitter, etc.), including fan page building, daily monitoring, posting, and content development.
•Responsible for defining key service attributes: Performance, Scaling, Availability, Security, etc.
•Collect Pain points regularly from SAP users in the business, by way of interviews, questionnaires etc, and rank them in order of disruption to operations.
•Controlled IT equipment purchasing and inventory levels including collaborating with multiple vendors to bring new technology in-house.
•Developed training plan for IT Staffs for Microsoft AX Dynamics ( Not Implemented Yet)
•Working with SMEs to develop solutions to mitigate & eliminate validated pin points, and work out expected efficiency gains accruable.
•Supervising Social Media Officer and Implementing of brand initiatives and strategies online across the Group.
•Ensuring adoption of efficient approach to ‘measurement’ in evaluating and managing the performance of the Mafuta’s SAP solutions.
•Daily monitoring & tracking of traffic to website & social media properties.
•Responsible for adherence to current change management work practices related to changes in the service
•Planned, developed, and implemented staff training on operations, technical troubleshooting methods, time management and customer service skills.
•Managed standard OPEX and CAPEX expenditures for IT staff to meet fiscal year budget goals
•Reviewed all cases and verified all information and corrected cases when required.
•Responsible for website management with regular content update in line with various marketing campaigns of the group
•Organized cases to be sent to support analysts and escalated cases if not resolved by system analysts and ensured use of all resources for resolution.
•Assist IT Support Team, Customers to understood requirements and worked accordingly.
•Coordinating communication among Team members and systems staff
•Responsible for third-level support for all server related issues.
•Participated in complete system builds, upgrades, migrations, code deployments and patch management.
•Implemented security policy and virus protection.
•Administered change management related to server upgrades and software installation.
•Prepared and maintained documentation of technologies, standards and procedures.
•Maintained and supported more than 2000 servers for Intel Steady State.
•Provide first-level contact and problem resolution for all users with hardware, software and applications problems. Resolve as many user-reported problems as expertise permits using available tools and following procedures and policies for the handling of support cases.
•Uses advanced troubleshooting skills.
•Courteously obtain and convey concise problem information for external and internal service personnel.
•Provide accurate and timely logging of problems and resolution for problems in the Clarify problem management database.
•Escalate problems as appropriate following Sysaid procedures.
•Act as a liaison between customers and internal support staff to assure accurate problem interpretation. Maintain communications with customers during the problem resolution process.
•Utilizes superior customer service skills.
•Solve problems on Windows and Macintosh platforms with equal proficiency.
Technical Environment - Windows 2000 Server; Windows Server 2003; Windows Server 2008 fair knowledge; VMware Server, Black Berry Server.
Responsible for: Day-to-day support on Windows Server and backup/restoration Intel Servers; job entailed frequent visit to Data Center, due to the nature of the work.
SAP Value Management integrating the value identification, measurement and transformation activities to provide exact Governance for the Value Realization efforts.
Support the business in identifying new innovation opportunities which will ensure continuous improvement and growth for the company as a whole.
•Prepared the environment for deployment of Windows Server 2003.
•Analyzed the hardware and software requirements of Active Directory.
•Installed, configured, and provide troubleshooting for Server 2003.
•Migrated Windows Server 2003 from test environment to the production environment.
•Implemented and managed IP Addressing; configured TCP/IP addressing on a server.
•Created the Forest Root domain, and a Child domain in a production environment.
•Installed and configured an Active Directory Domain Controller.
•Established external trusts and cross-forest trusts.
•Managed an Active Directory site; replication schedules, site links and boundaries, used ADUC to create and manage computer, user and group accounts in an Active Directory environment.
•Used DcDiag, NetDiag techniques for troubleshooting.
•Performed authoritative and non-authoritative restore operations.
•Diagnosed and resolved issues related to masters role failure and AD database.
•Configured automatic updates for network clients by using Group Policy.
•Designed, planned and implemented Group Policy, delegation strategies and OU structure.
•Managed local, roaming, and mandatory profiles, planed strategy for placing Global Catalogue (GC) and evaluated the need to enable Universal Group Caching.
•Created approximately 500 user accounts in Active Directory and migrated all Windows NT users by ‘User State Migration Tool (USMT)’.
Training and Quality Improvement
•Maintain in-depth knowledge of HD supported products and services.
•Work with the Learning Development Group to identify available Help Desk training that will enhance and improve computing support delivered to customer.
•Perform coaching and mentoring for Support Specialist I agents as assigned.
Help Desk documentation, records and procedures
•Review and update Help Desk documentation as assigned.
•Review and recommend modifications to procedures with Student Team Manager.
•Gather and input data for regular reports distributed by DoIT Help Desk.
Experience and Skills Required
•Demonstrated ability to effectively communicate by phone or in person.
•Demonstrated writing ability.
•Demonstrated ability to achieve successful outcomes in handling difficult situations and customers.
•Knowledge of information technology and DoIT products and services.
•Demonstrated analytical and troubleshooting skills.
•Demonstrated ability to work in the High Challenging environment.
•Shows initiative and acts independently to resolve problems.
•Demonstrated ability to manage multiple priorities and follow through on projects to completion.
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