مايكل Emenayom

 Develop and implement strategic IT plans in line with overall global business objectives, work with global leadership teams to define, deliver & review short to long term roadmaps, global IT projects/programs (end-to-end) covering cloud infrastructure, software/applications/data, AI solutions adoption, systems/network infrastructure, cyber security, team building, cost effective solutions, resource allocation & utilization for multiple country HQs and regional field offices at scale.
 Act as the global technology partner/interface to the business units in managing the design, planning and implementation of global IT systems and operations covering applications, MDM deployment at scale of smartphones/tablets/laptop, network & cloud computing, telephony/video conferencing devices and networks, setup of new office sites, perform gap/need analysis and process reengineering to ensure optimum support and availability of global tools and systems.
 Develop global IT policies, procedures, trainings and guidelines to maintain global IT standards.
 Work closely with DevOps/Engineering, Data and Product management, HR, Operations, Legal teams to ensure optimum delivery and IT operations & support of applications and infrastructure solutions.
 Managed and maintained global IT budget, contracts and investments in the planning, execution, monitoring and delivery of global IT projects, programs and operations.
 Managed org-wide IT communications and change management via collaboration tools, developed global cyber security awareness programs covering regularly phishing tests & trainings, sharing regular cyber security tips and updates across the entire organisation via our global collaboration tools. Familiar with GDPR & ISO 27001 standards, conducting digital/IT risk assessments, audit reviews and remediation plans.
 Lead the global IT Servicedesk to ensure quality support delivery services that meet set SLAs across country HQs, Regional, Zonal offices and remote users.
 Developed and tracked global IT performance metrics around Helpdesk customer satisfaction, IT asset management and network availability.
 Manage the recruitment, assessment, training & development, mentorship and appraisal of multinational IT Managers, global support engineers and in-country IT teams.
 Develop internal reporting mechanisms to support monitoring, optimizing and evaluation of global platforms usage, maintenance, life-cycle, licensing, maintenance contracts, and warranties.
 Manage global vendors, procurements, contractors, outside consultants and third-party resources.
 Manage disaster recovery and business continuity plan
 Working knowledge and administration of Google Work Space, Cloud Servers, Microsoft 365, Slack, Sophos(EDR), Fortigate, MFA, AWS, Azure, DropBox, GitHub, AI tools/platforms, Status Cake, Asset Tiger, CRM, JIRA/Confluence, LastPass, Freshdesk, Zendesk, BI tools - Metabase, Tableau, Mobile device Management(MDM), Salesforce, Sage Intacct, Commcare, Data canter build & Access controls etc.

Act as the point of contact for all Product support related activities across 15 states and 31 sites in Nigeria (with 50% travel to regional sites) and report to the Global CTO and the Managing director.

Liaise with the Product Managers, QA and Engineering teams to ensure optimal pre-development, development, UAT, pilot/deployment and post deployment support of the different business applications/products using Agile methodology approach.

Interface with other departmental stakeholders to gather their requirements and ensure that business solutions/products are properly supported.

Develop general End User support strategies and Zendesk helpdesk management and ensure Incident/problem requests are handled and escalated within agreed SLA.

Define business support requirements and metrics for analytics & reporting via BI dashboard to ensure data insights inform business decision making on support strategies.

Weekly review of incident reports to gain better insights/trends into reported cases and find lasting solutions to them.

Management of team recruitment, appraisal, training and mentorship. Currently managing a team of 13 direct reports.

Develop and manage good relationship with external vendors and suppliers to deliver IT infrastructure projects like HoduCC Call center solution and PBX systems.

• Act as the primary contact on all IT related matters for setting up and managing the IT infrastructure, Security & Operations of Bridge International Academies in Nigeria, reporting to the Global IT Director & Country Managing Director.
• Partner with other Regional IT Heads and business leadership to prioritize and deliver priority technology investments and processes to the global organization.
• Develop strategic and tactical plans in the area of IT Infrastructure and support services. Identify gaps and proffer solutions to the business.
• Manage IT projects scoping, Change & Risk management, Scheduling and Finances/Budgeting, develop project plans, design process and workflows, manage stakeholders, and engage client/project teams in the delivery of projects.
• Managing the innovative implementation/delivery of digital technology in Education Projects across 5 states in Nigeria of which 2 are public/private partnership with Lagos & Edo State governments spanning over 1000 schools amounting to over $3.2 Million in IT assets.
• Gather requirements, provides input and oversees the delivery of technology related updates to enhance the customer relationship. Solicits feedback from business leaders to ensure ITS service delivery is exceeding expectations, engages customers to understand business needs and maintains ownership for problem resolution.
• Build relationships and work with cross-functional business leaders both locally and internationally to plan and deliver IS projects and initiatives
• Provide IT Support for all Bridge staff(locals & expatriates) in the Nigeria HQ office and across all the academies covering all hardware, software and associated peripherals
• Responsible for IT staff recruitment, supervision, evaluation, training and resource allocation. Establish functional policies for the IT department and determine results to be achieved.
• Technical resolution and escalation of issues to the global support teams, suppliers, or technical partner organisation. Working with the global software teams in India and London on application/UX design, Web development, Product Management, UAT testing & software development.
• Maintain and develop excellent working relationships with key suppliers/service providers, vendors and contractors. Ensuring that SLAs are maintained as agreed
• Cloud-based server hosting experience with Amazon Web Services (AWS) and NAVISION ERP implementation and support, Enterprise Google apps and administration, DropBox, Setup of Asterisk Call Manager, knowledge of ServiceDesk and Mantis CRM tools for tracking case/ticket lifecycle and KPI reporting, Office 365, AirWatch, SurveyToGo, LandScout & GIS, Android, MDM.

Providing IT management and operations support.
IT infrastructure and user support, Incident & problem management, root cause analysis and troubleshooting issues with Windows servers, Desktop, PC’s, Laptops, Scanners, Printers, Network systems etc
Performing Data Backup/Storage and security.

Managing and administering all IT Operations, Project, Infrastructure & Service delivery in Mott Macdonald Nigeria
o Setup of OML58 OSC Upgrade Project Management Office (PMO) i.e. managing the roll-out and implementation/configuration of Telecommunications equipment, Servers(Windows server 2008), desktops, laptops, Network Printers, Plotters, Citrix Tokens for VPN connections, HP storage /Backup device, LAN/WAN Architecture, deployment and management of Switches & Router.
o Providing General IT Support - End user/Infrastructure incident and problem management (including root cause analysis) & Troubleshooting for all projects.
o Administration of Altiris Helpdesk system and act as an interface between the Nigerian office and the various Mott MacDonald Global Systems IT Teams, EUNA Region
o Ensure that country locations are effectively supported and updated with IT Infrastructure and business applications (AutoCAD, STAAD Suite, TEDDS, MX Suite, Hevacomp, NBS Building etc) according to Mott MacDonald global standards
o Planning, managing and executing IT Projects and processes in accordance with global IT Representatives guidelines.
o Data systems backups and Restore (using commvault), archiving, updating and disaster recovery. Managing Server OS patches and building new systems
o Planning, managing and executing IT Projects and processes in accordance with global IT Representatives guidelines.
o Document Control security and project folder access, maintenance and regulation. Information management co-ordination between UK, India, Aberdeen, Abu Dhabi and our Lagos office.
o Ensure alignment with global policies (e.g. Procurement, Security/Systems Monitoring & Tuning, IT Reviews and reporting, Governance etc) and Asset Management.
o Liaising with senior management and departmental leads on ways to develop & improve projects and business processes and maintaining standards/procedures on IT related issues.
o Working with the Global IT for projects team to champion the course of implementing new software initiatives, upgrades and monitoring their use and performance locally while identifying and providing user feedback to the group and co-ordinating new staff training.
o In charge of communicating to staff and partner organisations current and future Group IT strategies on new IT technologies and handling change management.
o Perform local IT reviews in line with global security guidelines.
o Setup and con1figuration and administration of Lifesize Videoconferencing device.
o Setup, Configuration and administration of Ingersoll Rand’s Recognition System Hand Punch 1000s Clocking Machine.
Also performing the following IT administrative/Managerial tasks
o IT Budgeting/Vendor/Third Party Project Management in accordance with SLA’s
o Management of the Data centre i.e. Access control & security, Servers, Racks, cabling.
o UPS, Power and cooling system monitoring and maintenance
o Physical Protection of IT assets
o Assisting in office moves and Desk space management
o building relationships with client partners on IT Issues

• Tracking and Monitoring service agreements with all IT service providers and internal customers to ensure service quality, improvement and availability.
• Administration of Orange VSAT and 21st Century Fibre Optic ISP technologies
• Installation, configuration and administration of HP servers (Exchange 2003 and File/Application)
• Managing mailbox Creation, migration & moves across sites and user Microsoft Outlook mailbox configuration.
• Provide 2nd /3rd line support using Remedy for head office and terminal operations (LAN/WAN) infrastructure to ensure network availability and integrity.
• Implement and perform network monitoring, reporting, analysis, auditing and documentation.
• CISCO Unified Communications IP Telephony (VOIP) administration
• Working knowledge of Active directory Domain Services, DNS, GPO’s, DHCP and IP Protocols.
• Optimizing performance of all IS Networking LAN/WAN Devices/Systems and routing transmission.
• Installation of operating systems and application programs, adding new systems to the Maersk network (LAN).
• General hardware and LAN Cable troubleshooting.
• Implement Backup of data and disaster recovery planning (DRP) for all network/Systems infrastructure elements.
• Maintaining the company’s network and communication devices (Data Centre Management).
• Administration & Monitoring of servers like Microsoft Exchange server, File server, SQL server (User Logon/access rights, Database Maintenance plan implementation), Domain controller (monitoring CPU, disk space, memory utilization).
• Deployment and configuration of new computer systems
• Working with Ericsson PABX phones and software
• Working with access control software and Blackberry Mobile Support
• Design of the Maersk Nig intranet site using Share Point 2003
• Managing windows 2000/2003 network applications.
• Connecting users to network printers and handling print related problems and general user support.
• Carrying out daily backup and monthly restore of files and mails on both file and exchange servers.
• Helping to procure equipment for the IT department from vendors.
• Helping to implement ITIL best practices in Maersk Nigeria’s IT infrastructure.