Project: Development and implementation of a sales and marketing strategy to up sell and cross sell a new range of business products.
Ø Organized and facilitated requirements workshops with the business stakeholders and end-users. Authored detailed Process and workflow flow diagrams and user journeys.
Ø Worked in a team that produced a SWOT analysis employed in tailoring a sales strategy to meet customer needs.
Ø Worked with management to develop and document Unique Selling Points used in recruiting and training sales representative.
Ø Training of staff particularly Graduate Analysts in the use of the ERP latent capabilities. This allowed SBUs and senior management track sales made and make changes where necessary.
Ø Engaging directly with business owners for eliciting business requirement and updating the PAW (Project Authorization Workflow).
Ø Proactive engagement with stakeholder through identification and management of communication needs.
Ø Worked in Project Management as a team that identified bureaucratic clogs and proffered solutions to streamline service ordering process with 3rd party providers.
Management of project timelines, strong negotiation and presentation skills employed in the providing updates at periodic management meetings.
Project: Improvement of GTT ERP tool to better align it with the new business goals of the Network Operations Center (NOC). GTT acquired nLayer Communication and our team was tasked with seamlessly merging both systems while retaining specific work cultures.
Ø Worked closely with the core engineering teams to understand their specific needs and work challenges. Documentation of findings including obtained from face to face interviews and workshops.
Ø Facilitated workshops, interviews and responsible for maintaining the product backlog derived from documenting user requirements as User Stories.
Ø Participated in the SCRUM planning and tell sessions with network engineers in the NOC’s.
Ø Liaised with various carriers and third party vendors to streamline content and data interchange protocols
Ø Developed reporting and tracking functions for the NOC supervisor to monitor his teams’ individual performance. This helped improve the overall team output evident by the 11% reduced ticket queues achieved.
Ø Carried out surveys and interviews to isolate clogs in the business processes, policies and procedures in order to proffer solutions that met goals of management one of which was reduced customer response time.
Ø Review and/or assist in the development of key functional strategies with the NOC Manager.
Ø Training of new team members in the use and management of the ERP.
Ø Good understanding and hands on experience in IP and optical networks including IPv4, IPv6, BGP, OSPF,EIGRP, MPLS, VLANS, DWDM, SDH and layer 2 Ethernet transport solutions etc. Ownership of entire project lifecycle - initiation, analysis, design, development and implementation
Ø Worked within the project management team to expand the network from Nigeria to Ghana with strategic focus for our customers in the Banking and Telecom sectors.
Ø Development of a comprehensive customer contact list that eased and reduced fault resolution times. This introduced and personalized customer satisfaction becoming a selling point for our marketing team.
Ø Hands on experience in the troubleshooting and management of vendors such as Cisco, Foundry, Extreme, Force10 and Tellabs.
Ø Monitoring of NOC staff to ensure tickets are allocated due priority and ticket queues are attended to within SLA. Providing 2nd line technical support and resolution of faults.
Ø Appraisal and training of junior team members of the team ensuring they stay motivated and focused on the NOC primary targets.
Ø Taking ownership with enthusiasm and innovation in executing planned maintenance exercises and projects (customer orders) usually involving GSM providers and BSS/OSS services.
Ø Maintain, develop and improve reporting capabilities in the NOC, making regular reports to management on compliance with SLA objectives.
Ø Taking ownership of incidents impacting NOC SLAs, ensuring any affected customer is given due attention within deadlines in a high pressure environment.
Ø Work closely with an Accenture Consulting team contracted to design an ERP for the company. I facilitated the elicitation and document gathering process particularly if data required was strategic to the ITU business unit.
Ø Administration of corporate applications, internal servers, user desktops, backups and archives etc.
Ø Asset management through periodic inventory and maintenance of corporate IT infrastructure, including network connectivity, Internet access and email to guarantee smooth conduct of business operations.
Ø Software and hardware installation, configuration and support. Stock taking and marking of new IT hardware.
Ø Integration of new staff by creation of email accounts, allocation of laptops and uploading personal details to the company’s database.
Ø Answering and attending to complaints by staff and logging each fault in the companies ticketing application.
Ø Interaction with internal staff to resolve help desk issues, connectivity failures and network broadcasts in a professional manner while maintaining confidentiality of staff details.
A Business Analyst with almost 5 years’ experience in Telecommunication including Oil and gas industries which covers Business Analysis, Project Management, Network Management, Sales, Enterprise Resource Planning (ERP) Systems and user centric Business IT applications.
I possess excellent requirement gathering & elicitation skills, gap analysis, business process modeling and use case documentation skills combined with working knowledge of CRM, E-Commerce, Microsoft Suit (Excel, Vision, Project and Power Point). My strengths are excellent communication, persuasive, time efficient and people management skills. I have got dexterity for process management and corporate governance.