ALVIN NNAJI

• Improved IT service delivery by reducing ticket resolution times and aligning support activities with organisational KPIs
• Managed and coordinated IT support operations, ensuring effective handling of user queries and system issues
• Led a team of IT personnel, setting priorities and ensuring consistent service performance across operations
• Introduced Agile-based workflows to improve task tracking, team accountability, and service efficiency
• Acted as a key liaison between technical teams and senior stakeholders, providing updates on performance and service improvements
• Identified and resolved workflow inefficiencies, contributing to continuous service improvement

• Enforced local authority regulations consistently and professionally, maintaining public order and ensuring compliance in high-pressure environments
• Managed challenging interactions with members of the public, using strong communication and conflict resolution skills to de-escalate confrontations
• Demonstrated integrity and sound judgement when issuing penalties and making enforcement decisions in line with legal guidelines
• Conducted patrols and inspections independently, remaining vigilant and responsive to potential risks or breaches of regulations
• Maintained accurate records and reports of incidents, supporting accountability and contributing to effective operational procedures

• Provided first-line technical support by managing user queries and resolving IT support tickets within agreed service levels
• Assisted in maintaining efficient ticketing workflows, ensuring accurate logging, prioritisation, and timely escalation of issues
• Supported day-to-day IT operations, troubleshooting system, software, and access-related problems for internal users
• Collaborated with senior IT staff to improve service delivery and reduce resolution times through effective issue tracking
• Contributed to documentation of common issues and solutions, helping streamline support processes and enhance team efficiency

• Customized Jira dashboards to visualize Agile metrics such as burndown and velocity, reducing escalations by 30%.
• Coached Agile teams to improve delivery predictability, increasing sprint velocity by 15% within six months.
• Collaborated with stakeholders to align delivery priorities with business needs and user requirements
• Coached Product Owners on backlog refinement using INVEST, DoR/DoD, MoSCoW, and SMART acceptance criteria.
• Proactively removed impediments, enabling consistent sprint velocity and improved team delivery.
• Facilitated retrospectives and workshops to embed continuous improvement and empirical process control.
• Practiced servant leadership by fostering collaboration, resolving conflict, and empowering self-organising teams.
• Built and maintained JIRA dashboards to track key Agile metrics (velocity, burndown, cycle time, CFD).
• Supported cross-functional workstreams to streamline delivery processes and enhance decision-making.
• Monitored sprint progress, escalated risks, and ensured sprint goals were achieved consistently.

● Part of team that drove a 400% increase in company turnover within five years by identifying new market opportunities, diversifying supplier networks, and negotiating cost-effective contracts with international partners.

● Led end-to-end procurement, including supplier sourcing, negotiation, and contract coordination

● Built and maintained strong vendor relationships to ensure reliability and value for money

● Identified cost-saving opportunities and supported financial tracking and reporting

● Maintained accurate procurement records and documentation to support audit and compliance

● Collaborated with stakeholders to define requirements and resolve procurement, delivery, and invoice issues

● Established long-term partnerships with international suppliers, improving supply chain reliability & strengthening the company's international presence