Charlene Ugah

About

ITIL-certified IT Service and Process Coordination professional with 5+ years’ experience supporting IT service management, operational processes, and project delivery within managed service and enterprise environments. Proven expertise in incident, problem, change, and request management, process documentation, stakeholder coordination, governance/audit readiness, and continual service improvement. Adept at collaborating with technical teams and business stakeholders to ensure SLA compliance and high-quality service outcomes.

Experience

• IT Support and Process Analyst (Volunteer) · Essensia Solutions Ltd05-01-2025

  • Create and maintain detailed process documentation • Analyse existing business processes to identify inefficiencies, risks, and bottlenecks • Support standardisation of IT processes across teams • Providing technical assistance for IT issues related to desktop and software applications, network connectivity, and hardware troubleshooting. • Provide comprehensive support for Office 365 applications, including Outlook, Teams, SharePoint, and OneDrive, addressing user inquiries and technical issues. • Install, troubleshoot and resolve hardware, software, and network problems. • Assist with Microsoft 365 and other business applications.

• Service Desk Technician · Technica Solutions05-01-2024 – 03-31-2025

  • Responded to user inquiries via phone, email, remote connection and chat, providing technical assistance for a wide range of IT issues related to desktop and software applications, network connectivity, and hardware troubleshooting • Assisted with Active Directory user onboarding and offboarding activities in compliance with organisational policies. • Provided comprehensive support for Office 365 applications, including Outlook, Teams, SharePoint, and OneDrive, addressing user inquiries and technical issues. • Performed numerous Installations, upgrades & support of hardware and software • Assisted in the administration of Office 365 environments, including managing licenses and troubleshooting access issues. • Create and maintain technical documentation and user guides for service desk procedures and troubleshooting. • Delivered user training sessions to enhance productivity and reduce recurring incidents.

• Service Delivery Manager · Layer 3 Limited02-01-2014 – 05-31-2022

  • Owned and governed incident, problem, and change management processes, ensuring consistent compliance with approved SOPs, control checkpoints, and SLA requirements. • Designed and enforced operational control mechanisms, including escalation paths, approval thresholds, segregation of duties, and documentation standards. • Conducted regular process compliance and control effectiveness reviews, identifying gaps and operational risks, and driving remediation actions. • Led structured root cause analysis (RCA) and post-incident reviews, ensuring corrective actions were tracked, implemented, and sustained. • Maintained comprehensive operational documentation and records to support audit readiness and governance reporting. • Prepared periodic KPI, compliance, and operational risk reports for senior management and client governance forums. • Supported change governance through risk and impact assessments, CAB participation, and post-implementation controls. • Served as escalation owner for high-risk operational issues, ensuring executive visibility and timely resolution. • Managed the service desk team with an average of 300 incoming support tickets daily, ensuring swift resolution within SLA timeframes, resulting in a 20% increase in customer satisfaction ratings. • Provided technical support for infrastructure-related initiatives, including network upgrades, server migrations, and data center expansions. • Managed stakeholder relationships, ensuring clear communication between customers and internal departments. • Implemented proactive monitoring solutions, reducing the number of critical incidents by 15% and minimizing service disruptions for clients. • Collaborated with vendors and 3rd party service providers to negotiate contracts, resolve service issues, and optimize cost-effectiveness of IT services. • Established change management process using ITIL and ITSM methodologies. • Introduced and chaired Change Advisory Board (CAB) and change request forms. • Improved customer service by creating standard operating procedures (SOPs), workflow processes, and knowledge bases. • Corresponded with procurement unit to maintain relationships with vendors and external service providers. • Coordinated the implementation of proactive measures to enhance system reliability, scalability, and security, resulting in minimal downtime and improved user satisfaction. • Trained and mentored junior team members on best practices for service delivery and customer communication, resulting in a 20% improvement in team performance metrics.

• Team Lead, Service Delivery · Layer 3 Limited11-01-2011 – 01-31-2013

  • Supervised daily service operations while enforcing process adherence, SLA compliance, and documentation standards. • Conducted service and process reviews to identify control weaknesses and operational risks. • Supported change readiness and governance for client projects. • Delivered internal training on ITIL-aligned processes, documentation standards, and compliance expectations. • Collaborated with cross-functional teams to streamline incident and problem management processes, leading to a 20% decrease in incident recurrence and enhanced service reliability. • Conducted regular client satisfaction surveys and utilized feedback to drive continuous service improvements, resulting in a 10% increase in overall client satisfaction scores. • Led the onboarding process of new clients, ensuring seamless transition and alignment with service level agreements, contributing to a 15% increase in client retention rates.

• Customer Support Engineer · Layer 3 Limited03-01-2009 – 10-31-2011

  • Providing 1st level support to clients on the broadband connectivity, fibre, VPN, Cloud and security services including other products and services and escalating when necessary. • Keeping records and logs of all customer calls, queries, and tracking events from the Customer Service management portal (Advent Net Manage Engine) on a daily basis. • Keep clients informed of issues and resolutions that may have impact on their services through calls and e-mails. • Managing Clients’ Data/Information on the CRM • Generating and collating reports as may be required.

Education

• Northumbria University, LondonMSc., Business with Business Analytics
• Ahmadu Bello UniversityMBA, Human Resources
• University of JosBSc., Computer Science

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