Stephen Oswald

• Manage and Monitor and maintain network connectivity, including LAN/WAN, Wi-Fi, and VPN setups.
• Assist in configuring switches, routers, firewalls, and other networking devices.
• Identify and resolve issues related to IP addresses, DNS, and DHCP.
• Provide training and support to 50 users on IT systems and tools which increase productivity by about 15%
• Create and maintain technical documentation, including manuals and FAQs.
• Advise on best practices for system use and IT security.
• Install, configure, and maintain computers, servers, peripherals, and operating systems.Provide first-line and second-line support for hardware, software, and networking issues.
• Diagnose and resolve system errors, connectivity problems, and performance issues.
• Log, track, and escalate incidents in the IT service management system, on time which reduce downtime by 10% meeting up with SLAs.

• Manage and oversee the technological infrastructure supporting tax administration operations at the Akwa Ibom State Internal Revenue Service (AKIRS).
• Implement innovative technology solutions to address challenges and improve the effectiveness of tax administration operations.
• Provide leadership and guidance to technology teams, fostering a culture of collaboration, innovation, and continuous improvement.
• Analysed system and software requirements to meet operational needs.
• Recruited, trained and managed IT teams to continually meet service user needs.
• Led information and communications strategy development.

Key achievements

Improved Product Development Cycle:

• Streamlined product development processes by implementing Agile tools, reducing time-to-market by 25%.

Enhanced Data-Driven Decision-Making:

• Developed real-time analytics dashboards, improving product performance monitoring by 40% using power BI, SQL and Excel

Optimized IT Systems:

• Migrated development tools to cloud-based platforms, reducing infrastructure costs by 30% and increasing scalability.

• Collaborated with cross-functional teams to resolve customer concerns while ensuring compliance with AML and KYC requirements.
• Enhanced customer experience by educating them about product features and digital tools.
• Gained transferable skills in understanding customer needs, regulatory adherence, and implementing efficient processes
• Streamlined processes through efficient record keeping.
• Assisted customers in making informed decisions by providing detailed product information.

• Identify critical systems for monitoring
• Deployment and support of the tools like Datadog, AWS CloudWatch in use to monitor systems and applications
• Perform continuous reports on the status of all technology services
• Escalate identified issues to the proper personnel and follow through on the resolution of
• such issues
• Run daily maintenance checks, run DB queries, upgrade agents to the latest versions and
verify-update configuration when needed
• Work closely with Technology support & IT Support (IS Admin) teams to ensure proper
support is provided to their customers