AKPOS OGUMA

• Assisted with a large enterprise ITSM transformation aimed at enhancing the employee experience through the implementation and improvement of ServiceNow modules and workflows.
• Harvested and documented requirements for knowledge base design, approval flows, and lifetime rules; completed testing and refinements of Virtual Agent conversations for IT and HR use cases.
• Conducted end-to-end testing for Service Catalog items to confirm SLA, workflow actions, and UI conformance; documented request /incident workflows and linked escalation paths for the Service Desk.
• Designed and executed User Acceptance Testing (UAT) cycles, authored test scripts, defect logs, and led stakeholder reviews to confirm service quality and delivery commitments.

Cybersecurity & Compliance Support:

• Supported Data Protection Impact Assessments (DPIA) and Privacy Impact Assessments (PIA) to identify risks and improve data protection controls.
• Contributed to incident response planning and periodic review of incident response plans to improve organizational awareness and result in more time-efficient responses.

• Assisted in defining project objectives, requirements, and assumptions.
• Investigated key business trends, performance issues, and behaviors using large datasets.
• Supported oversight of risk management efforts, identifying and mitigating risks.
• Generated compelling data visualizations that effectively communicate insights.
• Managed projects within established scope, schedule, and budget parameters.

• Assisted in the design and implementation of high-performing web interfaces for both client-facing and internal tools.
• Developed responsive landing pages using HTML, CSS, and Javascript to create an improved user experience for customers and bring consistency to brands' identities.
• Conceptualized and tested form validations continue to enhance the quality of interactions from users, while also decreasing submission errors.
• Assisted and continued feature development working on UI allowed changes, modal behavior, and menu behavioral attributes for interactive dashboards.
• Collaborated with the back end teams of employees to ensure the APIs were fulfilling the requests from the browser frontend.
• Kept pageload time down from 5s to under 2s by optimizing image assets and reducing the implementation of the code base.