Samson Ige

• Provides technical support and services, resolving hardware and software issues for various locations both daily and on-call.

• Analyzes user requirements for data backup and recovery, ensuring adequate software and processes are in place.

• Evaluates the performance of computer applications and equipment, making recommendations for improvements.

• Manages the budget, expenses, and financial aspects of the department.

• Oversees the installation of new equipment and provides direction in emergency situations, including travel to specific locations.

• Assists with customer service issues, follow-up calls, and managing daily customer activities.

• Handles associate relations activities such as hiring, training, performance management, and disciplinary actions.

• Works extended hours as needed to meet objectives.

• Task: Enhance service delivery and maintain both on-premises and cloud environments.

• What Was Done: Implemented ITIL-aligned processes for Incident, Problem, and Change Management, and led network security configurations.

• Achievements: Decreased system downtime by 25%, optimized CRM/ERP performance, and improved service efficiency by 20%.

• Task: Deliver advanced technical support and manage SDLC processes for internal projects.

• What Was Done: Supported cloud infrastructure, managed system upgrades, and facilitated training for support teams.

• Achievements: Increased project delivery speed by 15%, enhanced system security, and improved technical team competency by 30%.

• Task: Oversee telecommunication and IT infrastructure projects, including network upgrades.

• What Was Done: Coordinated project teams, implemented ITIL processes for Change Management, and optimized network performance.

• Achievements: Improved network reliability by 20%, reduced project rollout risks by 25%, and ensured minimal downtime.