Nigeria

Technical Product Management

Master of Science

Bachelor's degree

Higher National Diploma

Mini-MBA

Segun FATOKI PMP®

IT Business Partner

Problem-solving

WordPress

Figma

Jira

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Coordinating and facilitating ceremonies like DSM, Sprint reviews, retrospectives and sprint/Release planning meeting.

Motivate team for adopting scrum values and principles using liberating structures.

Focus on resolving blockers to keep the team concentrated on deliverable and collaboration with product owner for user stories refinement in jira.

Brought in a new way of working in teams by surveys at storming, Norming and forming phase. 

Facilitated Pair Programming experiment in teams to make them adapt to extreme programming concepts.

Country Head IT for Nigeria, Division, BU & Support Function Management and proactively provide business and IT liaisons as single-contact-window and major communication channel to the business aligned with the defined communication concept/contents and country specific context.

Providing inputs to ensure IT Strategy is aligned with the business needs and in support of Business Strategy.

Managing the portfolio of demands, projects and services in alignment with Region IT, Division IT and Headquarter IT.

Acting as owner of business required specific IT projects, in charge of business organizational aspects of an IT project and accountable for lifecycle.

Managing and specify business information (budget, forecast, actuals and consumptions) for IT services or projects that is essential for setting up priorities with regards to IT, in liaison with other needed IT units and Finance team.

Understanding, measuring, driving and reporting customer satisfaction from senior/key stakeholder perspective and ensure workplace IT solutions are used effectively.

•	Coordinated and jointly directed the 8-person development team.
•	Created detailed short- and long-term roadmaps (1-5 years)
•	Demonstrated customer focus by quickly analyzing and fixing virtualization and public cloud-related issues reported by customers, internal and external.
•	Developed, evaluated, disseminated, and integrated new standards, specifications, and technologies into existing processes and methodologies
•	Adhered to Sarbanes-Oxley compliance and related guidance (such as data retention and audit requirements) to determine the impact on enterprise information architecture.
•	Analyze new and changing SaaS and PaaS solutions, technology, and market trends, and determine their potential impact on the enterprise
•	Expertise in broad and deep research, often going outside of their area of individual experience. Able to synthesize conclusions from research, compare various solutions, and plot complex technology roadmaps.

I work at GlaxoSmithKline, a company whose values are: Patient Focus, Transparency, Respect, and Integrity.

I am responsible for managing, planning, and delivering on-site IT management services at GSK, Agbara. Managed 2 team members (Service Desk, Desktop/Laptop, Security Operations, including 2 remote sites). Services included technical support, build/deploy computers, asset management, mobile device management, and processing security requests. Provided technical and operational expertise in policies and procedures. Responsible for staffing, hiring, terminations, performance appraisals, and promotions. Here are my accomplishments: 

Oversaw 100% compliance of meeting SLA's and KPI's per master services.

Created PC loaner program that reduced end-user downtime from as much as 120 hours down to four hours.

 Increased first call resolution from 75% to 95%

Exceeded system availability and contract obligations by 15%

Achieved 95% customer satisfaction in the third quarter of the 2019 fiscal year.

6 Managed PC execution of Windows 10 Project for 100+ machines; accomplished on time.

Boosted ITIL-based service and customer satisfaction metrics by nearly 40% as a result of implementing procedures for IT incident monitoring.

Cloudflex Computing Services Limited (formerly Comercio Cloud) is Nigeria's’ leading enterprise local cloud service provider. The first choice of cloud solutions and managed data services for local and Global businesses with great ambitions.

I lead a team of 8 IT Professionals who provide global technical support to a wide range of external customers as they build business-focused cloud solutions on Comercio Cloud Platform. This role is also focused on driving product and process improvements regarding Development, Quality Assurance, New Product Introduction, Product Management and Support.

Achievements:

Met the business objectives with a 99% score as regards Service Level Agreement.

Reduced IT department operational cost by 40%.

Refreshed and maintained data centre infrastructure, managed procurement life cycle and ensured asset maintenance.

Built a robust Service Request Platform that resulted in 95% customer satisfactory

Implemented ISO/IEC 27001 to ensure the company is compliant with global Information Security Management.

Monitored network utilization and performance, implementing procedures for network optimization, reliability, and availability to meet our service level agreement of 99.99%

Identified problematic areas of the business and implemented strategic solutions in time.

Built long term relationships with outside vendors for IT related products and services as regards the Service Level Agreement.

First Bank of Nigeria, sometimes referred to as FirstBank, is a Nigerian multinational bank and financial services company headquartered in Lagos. It is the biggest bank in Nigeria by total deposits and gross earnings.

I managed a team of 2 to provide network, Desktop, ATM and end-user support for over 200 employees in seven branches of First Bank Nigeria Limited. 

Fulfilment:

Managed vendor relationships for 20+ infrastructure and application support project

Delivered 15% in operational budget savings by consolidating suppliers within region, negotiating more favorable contracts, and re-evaluating budgets.

Recipient of multiple customer satisfaction awards based on feedback from customers and Branch Managers.

Promoted to Team Lead within six months on joining the team

Executed the installation of software such as Windows operating system, Citrix solution, antivirus, and patches on over 210 devices used and perform preventive maintenance on all IT infrastructure of the bank thereby saving ₦1.1 Million monthly compared to the cost if the outsource vendor is involved.

Educated 100+ students of the rural community in the area of mathematics, computer science and physics for 11 months and recorded a 70% increase in success rate in their state exams.

Organized quiz, debate, and sporting activities for the 100+ students of the school.

Received an award from the school management as the Best corps member of 2010 in their establishment for my outstanding performance in tutoring.

I was the Unit Head for EFCC/NYSC CDS group in my Local Government and the best Unit Head.

I provided a two desktop computer for the school and the best student in the school.

I organized a seminar for 700+ students in the Local Government on the need to curb corruption from the grass especially in avoiding exam malpractices.

I coordinated PABX/Intercom installations/Data point integration and maintenance for the company and my service has reduced the OPEX by 25%.

I was awarded the best customer service personnel for the company by bringing more customers for the company.

I managed/administer all the IT Infrastructure of the Company

I am professional GSM Support person who also trains trainee to generate more income for the company.

I perform peeriodic Preventive Maintenance of systems/monitors/printers.

I procure all consumables for the company and reduced the cost of purchase by 50%.

Segun FATOKI PMP®🇳🇬

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