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WENDY
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Operations control AND support assistant
Job Type: Full-Time

Education

From 0 to 2014
OBAFEMI AWOLOWO UNIVERSITY ILE IFE(MBA)GRADUATION DATE_13_01_2014)
From 0 to 2008
UNIVERSITY OF LAGOS_BSC COMPTR ENGINEERING
No added languages

Experience

SERVICES CONTRACTS ADMINISTRATOR
DIMENSION DATA WEST AFRICA
March 2009 - Present Day (8 years 5 months)

Dimension Data Limited. October 2011 till date

3rd floor Amazing Grace Plaza 2E-4E Ligali ayorinde avenue, Victoria Island

Services Contracts Administrator

  • DUTIES Managing, directing & controlling the contracts functions for multiple contracts of the dimension data’s services contracts
  • Provision of monthly updates on contracts status & progress of their implementation.
  • Reviews & manages contractual obligations of the parties, track the implementation progress of the project in coordination with end users.
  • Preparation, organization and maintenance of contract records
  • Documenting contract performance, compliance including equipment delivery notes.

Preparation

  • & disseminates information regarding contract status, compliance, modifications, etc.
  • Alerting end users on supplier deviations from contractual obligations & notifies the supplier on those deviations and potential contractual implications.
  • Identification of risks & issues, suggestion of alternatives that lead to best solution
  • Proactively working with the suppliers & dimension data’ s teams to resolve contractual issues, interfacing with legal as needed.
  • Coordination with finance for vendor reaching milestones triggering payments, deducting liquidated damages & negotiating extensions as per contract.
  • Responding to complex inquiries regarding contract obligations & revisions.
  • Drafting & negotiation of moderate to complex, routine contractual terms.
  • Acting as a primary contact between end user, supplier & legal, ensuring all legal & contractual matters are addressed efficiently and promptly
  • Maintenance of contractual records and documentation such as receipt and control of all contract correspondence, customer contact information sheets, contractual changes, status reports and other documents for all contracts
  • Ensure that signed contracts are communicated to all relevant parties to provide contract visibility and awareness, interpretation to support implementation
  • Ensure contract close-out, extension or renewal.

WORK EXPERIENCE 2

Dimension Data Limited. March 2009 to October 2011

3rd floor Amazing Grace Plaza 2E-4E Ligali ayorinde avenue, Victoria Island

Services Desk & Asset Mgmt Administrator

DUTIES

  • Achieve minimum SLA breaches for Service Contracts.
  • Manage Incident Management and Escalation for Call-In Customers.
  • Provide Reports to Customers for Services as applicable.
  • Provide Management Reports.
  • Ensure all spares are properly maintained for all Lines Of Businesses.
  • Provide Feedback and Constant Communication to Customers and LOBs.
  • Constantly improve on the Service Support & Delivery methodology.
  • Ensure ALL support deliverables per Customer contract are met by each LOB e.g. Preventive Maintenance Schedules etc.
  • Provide Asset Management duties for Service delivery.
  • Ensure ALL Ad-hoc Billing are properly managed and billed accordingly by the Finance team
  • Coordination of Customer satisfaction Surveys and Monitoring of Customer Satisfaction Levels.
  • Oversee Service Level Agreement Compliance

KEY ACHIEVEMENTS 2

 Achieved a significant reduction in the MTTR time for number of incidents logged for all quarters of the financial year which lead to a significant reduction in call costs for the year from trend analysis reports.

 Development of a Customer Loyalty Program for the Managed Services Department.

 Designed, Implemented and maintained the DDNG’s Asset Management Database.

 Design, Implementation and management of a knowledge database to foster the knowledge sharing culture in the organization.

 Contributed to the setup of a standard GSC at the Lagos office after undergoing Global Services Orientation training at the Dimension Data Campus, Johannesburg, South Africa.