Chike Emehelu
Bardia,Australia
Summary
Experienced ITIL Service Management professional with a strong background in stakeholder engagement and network infrastructure management, demonstrated through a successful track record at Optus Telecommunications and Cubic Transportation Systems. Proven ability to enhance system reliability and consistently exceed SLA targets, driving substantial service improvements. Solid analytical problem-solving skills complemented by effective project coordination to achieve organizational goals.
Overview
17
17
years of professional experience
Work History
Problem Manager
Ac3 Advanced Computing Pty Limited
Sydney, NSW
04.2024 - Current
- Managed processes to restore normal service operations and minimize business impact during outages
- Identified root causes of outages and develop solutions/workarounds
- Collaborated with Incident, Change, and other management teams to analyze and resolve issues
- Ensured compliance with ITIL processes and best practices
- Produced regular reports on problem management activities and outcomes
- Maintained and updated problem documentation and knowledge base
Optus Telecommunications Problem Manager (ANZ Bank)
Infosys IT Services
Sydney, NSW
04.2022 - 03.2024
- Facilitated the integration of effective IT Service Management processes into the day-to-day operation and monitored continual service improvement initiatives across the IT delivery Function
- Managed end to end Problem Management process across ANZ
- Analyzed root cause, identify Known Error and coordinated actions across resolver groups in finding a permanent solution or workaround to high customer impacting and recurring Problems
- Responded to reported service incident, identifying the cause, and initiating the incident /problem management process
- Collaborating with the incident management team to ensure that all protocols are diligently followed
- Produced and distributed PIR to relevant stakeholders following the resolution of a major Incident
- Proactively identified problems and recommend Service Improvement plans with the possible solutions obtained from resolver groups and SMEs
- Produced Problem Management reports and management information
- Constantly conducted trend analysis with a view to preventing incidents and problems from occurring inline with continuous service improvement (CSIP)
- Ensured that all process documentation and work instructions are up to date and readily available
- Coordinated internal /external stakeholders’ meetings with a view to understanding, mitigate impact and resolve Incidents and problems
- Complied with Optus/ANZ end to end Incident/Problem Management process
- Maintained ServiceNow inventory of problems under analysis, current progress, and status
Major Incident/Problem Manager (Opal Card Project for TFNSW)
Cubic Transportation Systems
Sydney, NSW
01.2017 - 03.2022
- Ensured end to end Incident Management process across TFNSW
- Effectively delivered comprehensive PIR at the resolution of a major Incident within set service level agreement
- Proactively executed the Problem Managements tasks in adherence to local and global requirements
- Escalated risks and issues to Operational Management team
- Supported Problem Management reporting (KPI's and SLA's)
- Assisted in successfully driving Service Management best-practice and ITIL process standardization
- Ensured end to end Problem Management process across TFNSW
- Delivered Root Cause Analysis and problem resolution
- Ensured quality of Known Error Record and Knowledge Database
- Provided escalation point to expedite Incident and problem resolution
- Delivered regular feedback to Service Delivery and Operational unit
- Complied with Cubic's Quality Management System
- Effective compliance to Cubic's Occupational Health, Safety and Environmental policies and procedures
Service Desk Team lead
Cubic Transportation Systems
Sydney, NSW
08.2015 - 02.2017
- Provided leadership in monitoring the delivery of services of ticketing system to ensure all devices operate in their full operation mode
- Managing Cubic’s Service Desk telephony systems and ensuring that SD agent tools and workflows aligns with the objective of the business
- Preliminary managements of incidents and escalation to relevant resolver groups accordingly
- Managed staff to ensure Cubic's processes and policies are followed
- Performed daily checklist to ensure all tasks are completed on shift
- Lead Cubic Service desk to work towards achieving KPI's/SLA's as per contractual obligations
- Coordinated the activities of the Cubic Service Centre and prioritized machine malfunctions
- Provided constant Liaison with internal and external stake holders in line with contractual agreements
- Responded and effectively dealt with all customer complaints in relation to device availability, malfunction, and general service delivery
- Contributed to the information improvement processes by facilitation of the flow of information across staff in Cubic's Service Centre
- Coordinated technical staff and contractors and assist them in fault diagnosis and corrective action
- Assisted in training, mentoring, and coaching of Service Desk Controllers
- Provided effective implementation of procedures when any security breaches are detected and reported all breaches to security services and police
- Assisted with internal and external training in the event of DR/BCP
Service Desk Controller
Cubic Transportation Systems
Sydney, NSW
04.2013 - 08.2015
- Monitored inbound/outbound phone calls, emails and monitoring systems to the Service Desk, analysis and troubleshooting of faults in relation to TFNSW Electronic ticketing and Automated ticketing systems that are reported, and prompt resolution of customer incidents or correct allocation of the call to the next level of support
- Monitored and responded to all alerts regarding the status of any device in the NSW Government Opal electronic ticketing system network
- Logged all incidents and requests in our maintenance management system and assigned to the appropriate area
- Dispatched field technicians to respond to incidents within agreed service level targets
- Reviewed and adjusted scheduling as new incidents are raised to ensure SLAs are maintained
- Followed up with internal/external stakeholders to ensure issues have been resolved
- Provided an understanding and application of ITIL process in all facets of the business
- Engaged in productive work relationships with other team members, supervisor, internal and external stakeholders
Client Services Officer
NSW Department of Family and Community Services
Liverpool, NSW
10.2010 - 02.2013
- Provided various applications support like TRIM and SAP
- Undertook and assisted in special Projects required for FACS staff and Cooperate Development
- Logically and correctly analyzed, troubleshoot, diagnose, prioritize, and log all incidents reported to the Service Desk to facilitate the restoration of IT services on behalf of the customer
- Ensured that all logged incidents are accurate, up to date and resolved within Service Level Agreement timeframes
- Provided an extremely high standard of customer service to the customers of the Service Desk, NSW FACS and its client agencies
IT Technical Support Team Captain
Samsung Electronics Australia
Sydney Olympic Park, NSW
07.2008 - 10.2010
- Provided first and second level technical support to external and internal users of Samsung IT products like Printers, computer Monitors, Laptops, HDD, Large format displays and optical drives
- Trouble shoot issue that might arise from the use of Samsung IT products together with all the software, network applications and operating systems they might be running on like Windows, Mac OS, exchange and Linux
- Managed Project research towards improving Samsung IT products to meet and exceed consumer expectations
- Network management and software deployment for internal staff using active directory
- Supported B2B customers (business to business)
Education
Certificate IV - Customer Engagement
Kirana Training Institute
Certificate IV - Management Essentials
Cubic Transportation Systems
Advanced Diploma - Information Technology (Networking/Project Management)
UTS
Diploma - IT (System Analysis and Design)
UTS
ITIL V3 Certificate -
Certificate of Proficiency - Information's System Management
APTECH: Computer Education
Skills
- System Analysis Proficiency
- Project Coordination
- Skilled in Microsoft Office Applications
- Network Infrastructure Management
- ITIL Service Management Skills
- Incident Response Management
- Analytical Problem-Solving
- ITIL Process Implementation
- Stakeholder Engagement
- SLA Performance Evaluation
- Workflow Optimization
- Vendor Management
Accomplishments
- Successfully prevented recurrence of same service interruptions on numerous core services through leading incidents and problem investigations
- Achieved 99% customer service and 95% SLA attainment through continuous and sustainable improvements in service delivery processes and workflows
- Repeatedly sought out by various business units to collaborate on and develop best IT to Business technology solution and processes
- Reduced Cubic Transportation problem and Incident tickets by 90% within eight months thereby meeting and exceeding client’s expectation
- Constantly meeting and exceeding set SLAs on Optus (ANZ Problem management account)
References
References available upon request
Timeline
Problem Manager
Ac3 Advanced Computing Pty Limited
04.2024 - Current
Optus Telecommunications Problem Manager (ANZ Bank)
Infosys IT Services
04.2022 - 03.2024
Major Incident/Problem Manager (Opal Card Project for TFNSW)
Cubic Transportation Systems
01.2017 - 03.2022
Service Desk Team lead
Cubic Transportation Systems
08.2015 - 02.2017
Service Desk Controller
Cubic Transportation Systems
04.2013 - 08.2015
Client Services Officer
NSW Department of Family and Community Services
10.2010 - 02.2013
IT Technical Support Team Captain
Samsung Electronics Australia
07.2008 - 10.2010
Certificate IV - Customer Engagement
Kirana Training Institute
Certificate IV - Management Essentials
Cubic Transportation Systems
Advanced Diploma - Information Technology (Networking/Project Management)
UTS
Diploma - IT (System Analysis and Design)
UTS
ITIL V3 Certificate -
Certificate of Proficiency - Information's System Management
APTECH: Computer Education
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