ABIODUN MARY
Mississauga,Canada
Summary
Professional and dedicated IT Service Manager with more than Fifteen years of experience in IT support services covering DHL locations in Nigeria, Chad, Benin and Niger. Analytical, detail-oriented, and dedicated professional with a history of meeting company goals utilizing consistent and organized practices. Skilled in working under pressure and adapting to new situations and challenges to best enhance the organizational brand. Seeking a viable, resourceful, challenging IT position with provision for technological and self-development, and career opportunities. Instrumental Zonal IT Support Manager bringing more than 15 years of experience achieving ambitious goals in challenging IT environment. Diligent, forward-thinking and adaptable to dynamic company, customer and project needs. Successful at motivating teams to meet demanding timelines.
Overview
20
20
years of professional experience
Work History
Zonal IT Service Manager (NG, NE, TD and BJ)
DHL International Nigeria Ltd (DHL House)
12.2022 - 08.2023
- Assist in developing realistic achievable and price conformant Service and Operational Service Level Agreements with business stakeholders, ensure back-to-back compatibility with dependent service providers Maintaining Service Quality and availability; Applications, office automation and communications infrastructure uptime is monitored in line with established SLAs
- Ensuring Business Continuity via appropriate topologies, archive and recovery strategies Monitor and scale capacity – up and down, ahead of demand (Hardware and Communications infrastructure)
- Ensure hardware refresh policy is optimized for maximum cost effectiveness
- Generate cost reduction initiatives
- Management via globally agreed KPI’s; report in line with standard reporting requirement
- Internal and external vendor and customer relationship management Lead or participate in global/regional initiatives as part of a virtual IT function
- Decommission non-performing IS assets; Converging local applications
- Compliance to regional standards including First Choice Future network planning and capacity planning (staff, hardware and software) Ensuring License compliance IS Asset management Managing outsourcing opportunities and ongoing vendor relationships Help Desk and Service Tickets management, including ticket reduction via root cause analysis and eradication
- Enforce IT Security Policies through training, management communications user and country IT audits Undertakes proactive maintenance and administration of computer hardware, software and operations tools in support of the delivery of the IT service
- Improves system availability with proactive work to avoid outages and performance issues, with particular focus on maintenance services for all infrastructure used by the Operations Centre Complete all system and application checklist as scheduled
- Provide remote afterhours support to staff
- Management via globally agreed KPI’s report in line with standard reporting requirements
- Internal and external vendor and customer relationship management including local government, industry, trade and standards bodies
- Periodic updates to Regional Area, Country SMT on IS function-progress against plans issues.
Service Manager (NG, NE and TD)/ Acting Zonal IT Service Manager
DHL International Nigeria Ltd (DHL House)
02.2022 - 12.2022
- Deploy all in-country infrastructure such as PCs, Laptops and Telecoms Data/Voice (International/Country WAN LAN&VPN connectivity, All PBXs, and call monitoring software) Provide support in-country infrastructures such as communications equipment/software third-party delivery services, PCs, Servers and server rooms, power Generators, and other peripherals
- Ensure high standards concerning IT service delivery, Capacity, Availability, data quality and backup, Ensure all systems and servers deployment and commissioning meet DHL international security standards and specifications Management Disaster recovery and Business continuity program Decommission of non-performing IS assets Manage Vendors for optimum service delivery and periodic maintenance
- Help Desk and Service Tickets management, including ticket reduction via root cause analysis
Zonal IT Support Specialist (NG, NE and TD)
DHL International Nigeria Ltd (DHL House)
01.2013 - 02.2022
- Deployment, operation, and maintenance of all DHL NG, TD, and NE Telephony systems and proactively identifying problems associated with voice comms
- Migration of all systems in NG, NE, and TD to the Windows 10 platform and installing and updating all antivirus software
- Liaise with vendors, this includes network providers, hardware and software providers, cabling contractors, etc
- Build strong rapport with vendors and work closely with the teams for project deployment, contract negotiation, problem escalation, etc Management of providers SLA Perform Systems Maintenance and high-level support of the operating system (Windows and HP UNIX)
Service desk And Desktop Administrator
DHL International Nigeria Ltd (DHL House)
08.2009 - 12.2012
- Manage a Team of Help Desk professionals
- Resolve escalated customer issues
- Manage Helpdesk resources for optimal performance
- Lead and participate in Projects
- Prepare staffing plans
- Coordinate and follow up with User perception survey
- Resolve daily Issues of a complex scope that impact the team and overall business objectives.
Helpdesk Technical Support Analyst
DHL International Nigeria Ltd (DHL House)
01.2004 - 08.2009
- Supporting users on phone for Application problems on the Windows server, NT server, and UNIX server Ensuring that all user’s requests are been attended to and followed up and resolved within 24 hours Configure and install LAN&WAN Network Connectivity, desktop applications software, and other approved DHL software Run Daily backup on all Windows and UNIX servers in DHL nationwide and resolve failed backup
- Logging all user requests using the Global Service application
Education
HND - Computer Science
Kwara State Polytechnic, Ilorin
Kwara State, Nigeria05.1997
OND - Computer Science
Institute of Management & Technology (IMT), Enugu
Enugu, Enugu State05.1995
Skills
- Unix Operating System
- Windows 10 Enterprise and Windows /2000
- Communication skills (English), spoken and written
- Internet Security
- Computer Hardware and Software Knowledge
- DHL proprietary communications software
- TCP/IP and other protocols
- Project Management
- SLA Management
- Resource Allocation
Additional Information
Windows 2000 Network and Operating Systems, HP-Unix Foundation Course, Foundation Certification in IT Service Management (ITIL), ITIL V4, Certified International Specialist (CIS), Certified International Manager (CIM), Information Security Awareness and Foundation, Certified International Manager (CIM), Certified International Specialist (CIS)
Languages
English
Native or Bilingual
Timeline
Zonal IT Service Manager (NG, NE, TD and BJ)
DHL International Nigeria Ltd (DHL House)
12.2022 - 08.2023
Service Manager (NG, NE and TD)/ Acting Zonal IT Service Manager
DHL International Nigeria Ltd (DHL House)
02.2022 - 12.2022
Zonal IT Support Specialist (NG, NE and TD)
DHL International Nigeria Ltd (DHL House)
01.2013 - 02.2022
Service desk And Desktop Administrator
DHL International Nigeria Ltd (DHL House)
08.2009 - 12.2012
Helpdesk Technical Support Analyst
DHL International Nigeria Ltd (DHL House)
01.2004 - 08.2009
HND - Computer Science
Kwara State Polytechnic, Ilorin
OND - Computer Science
Institute of Management & Technology (IMT), Enugu
Similar Profiles
.jpeg&w=96&h=undefined&q=70 "Ayobami Ilesanmi")
Ayobami IlesanmiAyobami Ilesanmi
Business Controller-Credit at DHL International Nigeria LtdBusiness Controller-Credit at DHL International Nigeria Ltd
Kanokkan PrommayonKanokkan Prommayon
Key Account Support Executive at DHL EXPRESS INTERNATIONAL (THAILAND) LTDKey Account Support Executive at DHL EXPRESS INTERNATIONAL (THAILAND) LTD
Sean O'ConnorSean O'Connor
Senior Manager of International Sales at DHL International, Inc.Senior Manager of International Sales at DHL International, Inc.