Summary
Overview
Work History
Education
Skills
Accomplishments
Certification
Timeline
Generic

Omolara Esther Adegbite

Saskatoon,SK

Summary

Seasoned IT Operations Manager and talented leader with Sixteen b years of experience applying exceptional planning and problem-solving abilities toward enhancing business plans and day-to-day activities. Results-driven and resilient in developing teams while improving processes and increasing productivity. Bringing solid understanding of industry trends, excellent communication skills, talent for spotting areas in need of improvement and implementing changes with strategic approach.

Overview

16
16
years of professional experience
4
4
Certification

Work History

IT Operations Manager

Central Bank of Nigeria
06.2013 - Current
  • I lead a thirteen member IT support team 8,000+ user environment .I ensure adherence to operational and service level agreements where initial response and resolution SLA never dropped below 91.5% , the target is 80%
  • Prepare and deliver service management reports to management in a timely manner -Quarterly analysis of recurring incidents using analytical tools and we deploy resources such as user awareness sessions to reduce the incidents caused by knowledge gap from users, escalation of the recurring incidents that would need application administrators to handle and suggestions to Management on how they can be of help
  • This has successfully led to the reduction of identified recurring incident for each quarter by at least 20 percent
  • Utilize various service desk applications for incident management and Request fulfilment which involves troubleshooting, appropriate escalation and Incident resolution
  • User mailbox management using Microsoft Exchange Server, Microsoft Endpoint, and user account Management on Active Directory
  • Identify skill gaps, plan to close the skill gaps and Conduct weekly capacity-building training for staff on new and existing technologies within the organization to bridge the identified skill gaps
  • Twenty five percent of identified skill gaps are closed quarterly and one hundred percent is achieved by year end
  • Ensure compliance with ISO27001 controls and champion cybersecurity standards which has led to eight successful consecutive surveillance audits and two recertification
  • Participate in quarterly disaster recovery exercises where the return time objective has been met by ninety-five percent so far
  • Perform user management and role alignment using Identity and Access Management processes
  • Support T24 core banking incidents and requests
  • Manage email accounts and file servers
  • Oversee device and password management, hardware and software installations and configurations
  • Assess system performance and recommend improvements
  • Provide support and guidance to stakeholders
  • Control IT system costs and budgets
  • Develop and implement IT policies and practices to improve our services and performance
  • Biennial update of Incident Management, request Fulfilment and Problem Management process documents
  • Develop operational plans according to the Key performance Indicators (KPI)
  • Preparation for Audit Engagement by ensuring all the IT assets are correctly captured on the Inventory Management Solution
  • Ensuring that all the IT work tools meets up with the software and Hardware requirements in preparation for audit engagements
  • Exit meeting with Auditors
  • Response to Audit observations and recommending to the Management which of the Audit recommendation is feasible or necessary based on risk analysis
  • Training of colleagues on ISO27001 standards and internal Information Security Policies
  • Quarterly Stakeholder engagements to foster the relationship between Information Technology Department and stakeholders
  • Identification and Analysis of Stakeholder needs from the engagements and recommending the necessary changes to implemented on applications and processes
  • Leveraging on existing Technology to meets stakeholders’ new
  • Incident Management
  • Request Fulfilment Management
  • Problem Management
  • Process and Procedure Documentation
  • Information Management System
  • Digital transformation(promoting the adoption on digital tools and self service )
  • Customer Relationship Management
  • Capacity Building and Knowledge Management
  • Experience in driving culture change and continuous improvement in IT processes
  • Enterprise Architectural role
  • Project Management
  • User Engagement
  • Operational Plan and Key Performance Indicator review
  • Meting the set Customer Satisfaction (CSAT) of 96 %
  • Internal and external stakeholders engagement.

IT Infrastructure Delivery and Support Engineer

Stanbic IBTC Bank
01.2012 - 05.2013
  • Deployed and supported Microsoft Active Directory, Exchange Servers, and Office Communications Servers
  • Managed migrations, installations, configurations, and administration of Microsoft technologies
  • Provided escalation support to IT helpdesk and resolved email-related issues
  • Conducted server monitoring, performance tuning, and preventive maintenance
  • Assisted in Microsoft Unified Communications deployment
  • Contributed to various projects, including Microsoft Office Communications Server installation and Blackberry Server migration.

IT Service Desk / Service Transformation Team Member

Access Bank PLC
11.2008 - 09.2011
  • Ensured prompt resolution of IT requests logged on the service desk application within SLA
  • Provided weekly and monthly reports on helpdesk statistics and KPIs
  • Participated in the transformation of the service desk to an ITIL-compliant environment
  • Conducted end-user training sessions on newly implemented applications
  • Assisted in developing and implementing IT policies and procedures.

Team Member

Acces Bank plc
08.2007 - 11.2008
  • Active Directory Administrator.
  • Microsoft Exchange Administrator.
  • Blackberry Server Adminstration.
  • Data Centre Management.
  • File server Management.
  • Windows System Vulnerability Management.
  • User training and Knowldedge transfer.
  • Strengthened communication skills through regular interactions with others.
  • Used critical thinking to break down problems, evaluate solutions and make decisions.

Education

Masters - Business Administration

Ekiti State University
Nigeria

BSc - Computer Information Systems

Babcock University

Division - undefined

Skills

  • Service Desk Management (ServiceNow, ManageEngine, Remedy, Unicentre, Symantec)
  • Operating Systems: Windows, macOS
  • Microsoft Technologies: Exchange Server, Active Directory, DNS, DHCP
  • Identity and Access Management
  • Analytical Skills
  • Windows Service Update Server
  • Desktops and Laptops: HP, Dell, Macbooks
  • Virtualization: VMware
  • Infrastructure Management
  • Presentation Skills
  • Leadership
  • Core Banking Applications: Temenos 24, Flexcube, Finnacle
  • Vulnerability Management
  • Leadership
  • Enterprise Resource Planning: Oracle ERP
  • Microsoft Endpoint, Microsoft Intune
  • Microsoft Office Suite
  • Budgeting
  • Data Centre Operations: Backup, Storage, Retrieval
  • Disaster Recovery: RTO and RPO
  • Incident Management, Request Fulfilment, Problem Management, Change Management
  • End User Management and User Support
  • Audit Engagements with both internal and external auditors
  • Policy and Procedure Implementation
  • Management Training
  • Staff Development
  • Operation Monitoring
  • Continuous Improvements
  • Staff Training
  • Information Security Management
  • Risk Assessment

Accomplishments

  • Reduction in the number of recurring IT incidents by 72 percentage using trend analysis and proferring appropriate solutions.
  • Surpassing the incident resolution SLA of 95 percentage for five consecutive years.
  • Blackberry Enterprise Server Migration
  • 92.7 percentage Customer Satisfaction Rate
  • Upgrade of Email server from 2013 to 2016
  • Participation in the upgrade of T24 core banking application from R13 to R20
  • IT Induction and on boarding program coordination for new recruits at the access bank Training School
  • 99.9 percentage Uptime of Email service
  • ISO27001/IEC 2013bcertification and recertification of CBN
  • Setting up of the Access bank Zambia Email Infrastructure and Domain Controllers.
  • Building stakeholders confidence and fostering the relationship between IT department and the Business through quarterly User engagement sessions and proactive approach to service management.
  • Documented and published knowledge base articles on service desk, which help users learn how to resolve certain issues on their own.
  • Promoted the use of digital tools through constant sensitization and training, the adoption rate of the IT service desk Application increased from 72 percent to 81.5 percentage in three months.
  • Supervised team of thirteen staff members.

Certification

Certified Information System Auditor (CISA)

IT Infrastructure Library (ITIL)

ISO27001 Lead Implementer

Amazon Web Service Cloud Practitioner

Timeline

IT Operations Manager

Central Bank of Nigeria
06.2013 - Current

IT Infrastructure Delivery and Support Engineer

Stanbic IBTC Bank
01.2012 - 05.2013

IT Service Desk / Service Transformation Team Member

Access Bank PLC
11.2008 - 09.2011

Team Member

Acces Bank plc
08.2007 - 11.2008

Masters - Business Administration

Ekiti State University

BSc - Computer Information Systems

Babcock University

Division - undefined

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Omolara Esther Adegbite