Taiwo Bello

• Working as part of a centralised ICT support team, acting as the first point of contact for all ICT support queries whether it be via phone, email or face to face.
• Resolving as many queries on first contact as possible within the remit of the team and within knowledge. To escalate within the team if I am unable to deal directly and to ensure knowledge is gained going forward.
• Logging all queries on the Service Desk management software ensuring ‘tickets’ are fully noted, categorised and assigned and managed within SLA’s.
• Prioritising and escalating tickets accordingly.
• Identifying problems from repeat incidents and escalate internally.
• Providing meaningful instruction to users at their technical level of understanding and advise users on best practice (E.g. File management and storage issues).
• Providing general support including support Microsoft Office products.
• Administration of user accounts using Active Directory.
• Supporting printer and photocopiers and liaising with the leasing company to manage fault resolution and facilitate meter readings.

- Managed the National Vehicle Registration database (NVIS)

- Served as First and Second line IT Support for all Service Desk Officers across the 37 States Offices of the country. Each state has up to 4 to 8 vehicle registration centres.

- Used Servicenow Ticketing tool to raise and track tickets as well as process and catalogue regular IT service requests.

- Used a software, API (Application Programming Interface) to upload details of all registered vehicles from each state's database into the centralised National database (NVIS).

- Collaborated with Police Criminal Intelligence Unit by providing details of registered vehicle owners under investigation.

Also, providing details of detected stolen vehicles during registration or during transfer from states' databases to the centralised National database, to Police Criminal Intelligence Unit for onward arrest, investigation and prosecution.

- Handled all reported cases of stolen vehicles across the country using the centralised database.