Résumé

Musa Innocent Oshiobugie Umar
Mobile: +234 (0) 802 222 5553, +234 (0) 813 772 4533 E-mail to: amitmusa@yahoo.com, princemusa@gmail.com, Management Skills Overview - Management: strong leadership, direction, guidance, decision making, verbal and written communications - Project management: facilitation, risk assessment, task decomposition, resource planning, tracking using PMI, SDLC and Prince2 methodology - Asset Management: routine maintenance, asset recording system (Identification, verification, correction and reporting), budgeting, contractual obligations and financial obligations - Operations support: 7x24, helpdesk, change management, configuration management, SLA management - Vendor/Procurement: vendor management, volume agreements, and inventory management - Life Cycle Management: cradle to grave support of desktop, server and emergency support for networking equipment - System Administration: desktops, servers, hardware, OS, applications and services - Customer Support: helpdesk, customer oriented with “can do” attitude - Quality: Process management and improvement Major projects successfully managed to date
Etisalat Nigeria Limited: GSM Billing application (TABs) upgrade, Oracle ERP Implementation, Business Intelligence (BI) Implementation, Reporting Portal Implementation, Eself Care Portal Project, Microsoft Exchange rollout, Connectiva Systems Application deployment Zain Group: IT Assets Audit and Tagging, Friendship Centers Rollout (7), Business to Business site rollouts (3 B2B), IT Hardware and Software Preventive Maintenance project, ITIL Process Development and Implementation, IT Asset Remedy Application Implementation, IT Asset Management Process Development, Establishment of Contract Management Department. MTN Nigeria: IT Asset Audit and Tagging, Connect Store Rollout, ITIL Service Management and Support Processes Development and Implementation, Friendship Centers IT Equipment Rollouts (9 Shops), Call Center Equipment Rollout, Microsoft SMS rollouts, Service Center (Peregrine) IT Asset Management implementation

Education ♦ Obafemi Awolowo University, Ile-Ife Masters in Business Administration (Specialization: General Management) ♦ University Of Benin, Benin City, Edo State B. Sc. Industrial Mathematics Dept of Computer & Mathematics (Second Class) ♦ University Of Lagos, Akoka, Lagos State Diploma In Data Processing, Dept. of Computer Science Unilag ♦ Our Lady Of Fatima College, Auchi, Edo State Secondary School Certificate (1988) Other Professional Qualifications ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ ♦ PMP – Project Management Professional (USA) Certified IT Asset Manager – CITAM (USA, the first in Africa) Chartered Manager – (Nigerian Institute of Management) Certified ITIL Foundation 2 & 3 (Fox-It London) MCSA & MCSE 2000 & 2003 – (Microsoft Certified System Administrator) MCSA & MCSE 2000 & 2003 – (Microsoft Certified System Engineer) Computia A+ Cisco Certified Network Associate (CCNA) Certified HP APS Engineer – Desktops, Workstations and Thin Clients Certificate in Quality Customer Service (Philips Consulting)

Professional Membership ♦ ♦ ♦ Project Management Institute – Full Membership IT Asset Management Institute - USA Nigerian Institute of Management – Associate Member

Soft Skills Training ♦ ♦ Peregrine (Service Center) & Remedy 7.0, Citrix administration and Architecture, SMS (Server Management Service) Supervisory Development Skills, Effective communication & Presentation Skills and Risk Management

Professional Experience  International Turnkey Systems (Etisalat Nigeria Limited) Plot L2 Forshore Estate, Banana Island, Ikoyi, Lagos. Position: IT Projects & Service Manager (May 2009 – Date)


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Managed all projects on ITS Customer site as related to IT infrastructures and as recommended by management. Implementation and upgrades of Billing applications (TABs), ERP, Business Intelligence, (BI) reporting, exchange in a major Telcom Industry in Nigeria. Deployed Connectiva Systems Applications using SDLC Implementation of high value products and services that has major business impact Purchases or contracts for IT services, equipment, products, supplies, property, or other items; Develops information systems testing strategies, plans, or scenarios; Identifies standards or requirements for infrastructure configuration or change management; Ensures appropriate product-related training and documentation are developed and made available to customers. Determines appropriate products or services with clients or customers to define project scope, requirements, and deliverables Develops, modifies, and provides input to project plans Implements project plans to meet objectives Coordinates and integrates project activities Manages, leads, and administers project resources Monitors project activities and resources to mitigate risk Implements or maintains quality assurance processes Makes improvements, solves problems, takes corrective action when problems arise Gives presentations or briefings on all aspects of the project Participates in phase, milestone, and final project reviews Identifies project documentation requirements and procedures Develops and implements product release plan Identifies customers’ information systems requirements Conducts analytical studies, cost-benefit analyses or other research Evaluates, monitors, or ensures compliance with laws, regulations, policies and standards Creating support, warranty, lease, maintenance, and software contract and license information. Relating the contracts to the applicable assets or components Maintaining the contract data Making sure that customers are renewing or renegotiating their contracts Organized, trained facilitate and manage the training academy setup by the Organization for Training Project Managers

 Zain in Nigeria (Trading as Celtel Nigeria Limited) Plot L2 Forshore Estate, Banana Island, Ikoyi, Lagos. Position: Technical IT Relationship Manager (SPOC) (Jan. 2009 – April 2009) •

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Create clear and effective service delivery agreements with SLAs Plan, identify, quantify, response monitor and control all IT related risks as it applies to Technical Act as a Single Point of Contact for all IT major escalations to and from the business unit. Design, implement and management of conflict resolution strategies between IT and Technical

Development, documentation and re-engineering of IT Demand & Portfolio Management Strategy Guidelines. • Strategic alignment of portfolios programs and projects between IT and the business units. • Prioritize programs and project based on their business case and associated key performance indicators • Perform an analysis of IT's services and culture. • Manage relationships, structure and articulate business demand and effectively communicate with stakeholders. • Optimize the alignment of investment, organizational capability and capacity with programs and projects • Produce relationship management gap analysis, relationship status, and issues log register • Provide effective leadership and keep team motivated for effective support to users and business units. • Developing strategies that positions the department as a trusted IT advisor to the business unit which will deliver stakeholder requirements on time and to budget • Management of strategic imperative of the business.  Zain in Nigeria (Trading as Celtel Nigeria Limited) Plot L2 Forshore Estate, Banana Island, Ikoyi, Lagos. Position: Acting Manager; IS Planning and Asset Management (Feb. 2008 – Dec. 2008) Specialist; IS Planning, Configuration and Asset Management (May 2006 – Jan. 2008)

Manage all IT Projects according to established Project Governance • Developed and implement Contract Management guidelines and processes for Information Systems in Zain • Determination of performance criteria and evaluations of all Business Partners • Collation and Vendor performance measurement against SLAs • Administration of all IS contracts. • Developed and implemented processes and procedures for IT Equipment movement, Vendor Fault escalation, and IT Asset Management Process. • Manage Zain Desktops & Printers Maintenance Contracts based on the ITIL Service Management model in line with the IT Directorate overall strategy of reducing Total Cost of Ownership. • Introduced effective warranty management processes and procedures with the collaborative effort between suppliers, OEMs, and customers. • Initiated and implemented a strategic process that ensures Insurance Claims are made for all Zain Nigeria Limited Laptops and other viable equipment against physical damages, theft and fire incidents to reduce TOC. • Coordinate and assist in the Development of Project Support Office • Planned and implemented the following project as the Project Manager adopting the PMI Project Methodology: • Zain Nigeria Call Center IT Equipment rollouts. • Zain Nigeria IT Shop Equipment Rollouts. • IT Asset Management Database clean-up and Process re-engineering • Regular Annual Preventive Maintenance • As a Team Lead of Remedy Implementation Project, implemented Remedy IT Asset Management. • Produced list of charge backs, and depreciation; captures recurring and ad hoc asset costs, including service support costs from incidents and changes; and improves cost transparency and budget predictability. • Developed guideline and commenced centralized IT Procurement and Contract Management  Celtel Nigeria Limited (TRADING AS VMOBILE NIGERIA) Vee Network Limited Plot 1678 Olakunle Bakare, Off Sanusi Fafunwa Street, VI, Lagos. Position: Specialist: Hardware/Software Deployment (2005 April –2006 Sept.) Office Automation Consultant (2004 Dec – 2005 March) • • • • • • • • Incident Management and Problem Management IS Devices Deployment and administration Development of Policies, Procedures and Processes of Software and Hardware Deployments, Deployment of Patches and respective updates Vmobile software and applications License management Desktops and Laptops analysis and optimization recommendation Maintaining and improving backup and disaster recovery strategy for all desktops Automation of systems updates and front office application deployment and management. Providing emergency support & maintenance to sites equipments (UPSs, Routers, Switches, hubs etc),

Maintaining and installation of anti-virus software on User Desktops and Servers, extensive user support on Microsoft Office Suite, Support Desktop Products within Vmobile/Group, Carryout/Assist/Lead with Project Executions. Deployment of Patches and respective updates • Developed and implemented support checklists and support processes and procedures for the department

 MTN NIGERIA COMMUNICATIONS LIMITED 5TH Floor, Churchgate Building, Afribank Street, Victoria Island, Lagos Position: IS Support Engineer. (2001 Dec. – 2004 Nov.)

Managed IT Assets from the point of procurement to that of retirement and implementation of Configuration Management • Managed and coordinated about 20 contracted staff from different vendors who carries out supports and quarterly preventive maintenance on all Desktops & Monitors, Printers and Scanners to reduce downtime. • Managed manufacturers’ and vendors warranties to meet with the Service Level Agreements (SLA) thereby reducing TOC (Total Cost of Ownership), decrease downtime and ensures availability. • Based on the available records and as recommended by management, prepared yearly IT Asset Budgets based on headcounts. • Established vendor’s performance measurement baselines templates, which were used to measure Vendors performances, thereby enabling management to determine the performance of each vendor against renewal of contracts. • Developed and executed Processes and Procedures for the Establishment of IS Service Desk (First line support) with an achieved target of 50 percent immediate call resolutions • Developed and implemented Incident and Problem Management process and procedures • Successfully deployed patches and anti-virus updates, and removed of viruses from Servers and Desktops without data lose thereby awarded Chief Information Service Officers award • Initiated, Planned, executed, monitored and closed the following major projects on or before timelines as the Project Manager adopting the PMI Project Methodology: • 4 MTN FC (Friendship Centers) rollouts • • • • • Award   CISO Service Excellence Award – Anti Virus Team CISO Service Excellence Award – Connect Store Project (MTN Store) MTN Port Harcourt Connect Store Rollout Calabar B2B (Business to Business) Office rollout. Service Center (Peregrine) IT Asset Management implementation IT Asset Tagging Project As a Team, SMS (Server Management Services) implementation

Personal Information Nationality: Nigerian Date Birth: 15Th May, 1975 Sex: Male Marital Status: Single Address: 4 & 6 Olugbede Street, By Baba Oba Bus Stop Isheri Idimu Rd, Pipeline, Idimu Lagos, Nigeria Hobbies: Reading, traveling, Chess and Football References: On Request

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