ALIYU MUSA
IT System Operations/Product Owner
London,Ontario
Summary
Experienced IT Support, Product Owner, and Helpdesk Specialist with 10+ years of experience in sensitive roles offering strong and decisive guidance, innovations in IT business support management to drive bottom-line business contributions. Optimized end users service is timely and accurate, reduce loses from support incidents, improve customer retention and enhance business decision-making.
Overview
10
10
years of professional experience
1
1
Certificate
Work History
IT Support Specialist
Edo State Internal Revenue Service
Benin City, Edo, Nigeria
01.2017 - 03.2023
- Managed IT team, including task management and project management.
- Coordinated team members in their daily duties of attending to support issues and facilitate good customer service culture in team members.
- Ensured good relationship with business owners, define work split with them and in charge of communication and collaboration with business and process owners.
- Ensured organizational IT policy on ICT infrastructure are strictly adhered.
- Responsible for administering users and vendors access to revenue administration system, mail server, active directory and other third party applications.
- Co-led planning process for continuous improvement of automated systems.
- Ensured all support tickets are resolved or escalated to vendor for action within agreed SLA.
- Co-led change management system, occasioned by introduction of technology business processes.
- Stayed knowledgeable about emerging trends and developments related with business, analytical tools and techniques to deliver quality results within tight timeframes.
- Acted with highest levels of integrity while always observing regulatory guidelines, fulfilling due diligence and handling confidential information with discretion.
- Build fair and positive work environment where team can openly report challenges and exchange ideas, knowledge and skills and maintain good working relationships with each other to achieve common goals.
IT Specialist – Regional IT Support
IHS Towers, Port-Harcourt
12.2014 - 12.2016
- Ensured optimal use of all Operational support system (OSS) within IHS Towers governing SLAs.
- Ensured successful implementation of all operational supports systems such as Active Directory.
- Office 365, Cisco collaboration tools.
- System administrator for all staff in Region achieving 99.8% uptime.
- Ensured data center equipment uptime of 99.9%.
- Produced and submit daily, weekly monthly reports for regional IT operations.
- Monitored toner consumption and ensuring all printers and scanners are online at all time.
- Kept accurate update of all IT assets/Inventory.
- Performed scheduling of upgrades and security backups of hardware and software systems.
- Provided secure access to network for all users.
- Performed Product Management within governing SLAs by: evaluating user needs and system functionality and ensuring that OSS facilities meet these needs.
- Scheduled upgrades and security backups of hardware and software systems.
- Provided users with appropriate support and advice.
- Managed crisis situations, which may involve complex technical hardware or software problems.
IT Support – Data Center Supervisor
Edo State Government, Edo
01.2009 - 12.2014
- Monitored all software and hardware products and ensure compliance to Data Center standards and systems
- Administered installation and maintenance of organization data center
- Monitored all activities related to analysis and implement all data center plans
- Supervised designing and evaluation of all server systems according to measurement of process
- Performed troubleshoot on data center, identify issues and assist in timely resolution of same
- Managed and perform research to design new advanced data center
- Ensured adherence to all established guidelines and management practices for employees
- Coordinated with various departments and perform integration of critical systems into infrastructure
- Coordinated with IT, enhancement and business teams and develop strategies to ensure achievement of data center capacity
- Maintained expert knowledge on all applications and its use on systems for various critical systems
- Ensured client satisfaction and provide optimal level of customer services for various departments
- Maintained effective professional relationships with IT relationship managers
- Maintained expert knowledge on all business procedures associate with assets and capacity
- Monitored all functional resources required for growth and ensure appropriate working.
Education
Post Graduate Diploma (PGD - Information Technology
National Open University of Nigeria
Edo, Nigeria2020
Bachelor of Science - Sociology
Ambrose Alli University
Edo, Nigeria2010
Diploma - Network Engineering On Microsoft Windows Server
NIIT Nigeria
Edo, Nigeria2008
Skills
- Stakeholder relations
- IT Operations Management (ITIL
- Product Manager
- Active Directory
- Data Analysis & Reporting
- Support Ticketing System (Osticket and Jira)
- Incident Management
- Proficient in use of Power BI
- IT Business Development
- Data Analysis & Reporting
- Requirement Gathering & Elicitation
- User Acceptance Test (UAT)
- Microsoft Excel, Word, Power Point, Visio
- Plesk and Cpanel
- Understanding of A, Layer 1 to 3
- Integration Support
Accomplishments
- As Product Owner and Head ICT achieved 100% completion of Edo Internal Revenue Service (EIRS) custom built Revenue Administration system 2022.
- Successfully automated key EIRS revenue processes (such as Motor Vehicle Administration system, Informal Sector Mobile Collection System etc 2023.
- Successfully supervised the setup and deployment of IHS Towers Limited Server Rooms in Port-Harcourt and Asaba 2016.
- Successfully supervised the setup and deployment of Edo State Government Data Center 2011
Certification
- Agile Scrum Master 2023
- Microsoft Power BI Data Analyst 2023
- ITIL Foundation for IT Service Management 2016
- IT Security for End Users; IT Security Fundamentals 2016
- Telecommunication Industry Overview: Version 4 2016
- The IT/Business Partnership: The Cloud, Technology and Transformation 2016
- Cisco Networking Associate (CCNA) 2014
- Cisco Network Academy Instructor Training 2012
- Nigeria Institute of Management 2011
- Oracle Sysadmin: Development and DBA 2010.
- PC Technician (A+) 2010
- Network Engineering on Windows Server (2003) 2008
Affiliations
- ITIL Service Management (ITIL V3 Foundation)
- Cisco Certified Network Associate Voice
- Microsoft Certified Professional
- Cisco Certified Network Associate Routing and Switching
- Microsoft Certified Technology Specialist
Timeline
IT Support Specialist
Edo State Internal Revenue Service
01.2017 - 03.2023
IT Specialist – Regional IT Support
IHS Towers, Port-Harcourt
12.2014 - 12.2016
IT Support – Data Center Supervisor
Edo State Government, Edo
01.2009 - 12.2014
Post Graduate Diploma (PGD - Information Technology
National Open University of Nigeria
Bachelor of Science - Sociology
Ambrose Alli University
Diploma - Network Engineering On Microsoft Windows Server
NIIT Nigeria
- Agile Scrum Master 2023
- Microsoft Power BI Data Analyst 2023
- ITIL Foundation for IT Service Management 2016
- IT Security for End Users; IT Security Fundamentals 2016
- Telecommunication Industry Overview: Version 4 2016
- The IT/Business Partnership: The Cloud, Technology and Transformation 2016
- Cisco Networking Associate (CCNA) 2014
- Cisco Network Academy Instructor Training 2012
- Nigeria Institute of Management 2011
- Oracle Sysadmin: Development and DBA 2010.
- PC Technician (A+) 2010
- Network Engineering on Windows Server (2003) 2008
Work Availability
monday
tuesday
wednesday
thursday
friday
saturday
sunday
morning
afternoon
evening
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Languages
English
Native language
English
Proficient
C2
Quote
Every problem is a gift—without problems we would not grow.
Tony Robbins
Service to Humanity (Rotary International), Traveling, Cooking and Football
As Polio Chairman for District 9141, Rotary has provided me the platform to serve humanity in my community in numerous ways such polio sensitization, tree planting, career training for children and community cleaning.
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