Asha Ogunnupe

Assisted stakeholders in the development and implementation of IT strategy as Technical Program Manager. Focused heavily on the support of new systems and solving emerging issues. Bringing the project to scale and overseeing the playbook for future iterations.
* Regional Lead for Global Incident internally and externally focusing on finding solutions for companies to collaborate with AWS without secure data leaving the AWS cloud structure.
*Revamped EOL cycle policies for hardware replacements, once current worked with CDW and IT warehouse to deliver fully realized cycle to end-users without compromising personal data.
* Consult with various teams across orgs to help create a solution for their data-sensitive projects. Working with both internal and often overseeing contracted workforce
* Conduct regular customer feedback loops to help developers prioritize new implementations of software.
* Work closely with developers on system and user requirements, ensuring the integrity of information is present but breaking instructions down so that users can understand.
* Participate in Change Management Board to approve and revamp documentation of global initiatives.

*Collaborated with employees to evaluate new software performance and reach technical requirements.

*Wrote easy-to-understand user interface text and developer guides to increase end-user comprehension.

*Delivered global IT strategy and acted as the POC and program manager for five buildings in the Northern Virginia area. Launched new buildings and all related IT infrastructure. Issued hardware, conducted virtual new hire training for the “No New Hire Left Behind” initiative, and approved tickets for the warehouse. Led, mentored, and trained team members.
* Performed trend analysis and deep dives into information to streamline new solutions due to Covid pandemic.
*Revamped EOL cycle policies for hardware replacements, once current worked with CDW and IT warehouse to deliver fully realized cycle to end-users. Reduced onboarding timeline by 7 days.
*Acted as Technical Program Manager and assisted the senior IT management team in the development and implementation IT strategy. Focused heavily on the support of new systems and solving emerging issues.
*Led group of ~20 engineers depending on the number of new hires and managed respective queues
*Regional Lead for Global Incident and Escalation Management
*Trainer and mentor of 20 new hires for first 90 days each quarter

• Strategically developed workflows and processes for Helpdesk by implementing a Service Now software to track incidents and improve the service quality of users globally, initiated and oversaw all software implementation required by leadership, including Office Pro Plus and Windows 1809
• Gained and maintained knowledge of ITIL Service, Change, and Problem Management processes
• Promoted extensive coverage with in-depth attention to detail in processing change requests and continuously attains the monthly agreed-up SLA above 98% Applied Asset management system to track both hardware and software assets from purchase to disposal and improved resource optimization by 50%
• Monitored staff performance and addressed issues.
• Enforced customer service standards and resolved customer problems to uphold quality service.
• Exercised good judgment and decision-making in escalating concerns and resolving issues.
• Leveraged leadership skills to identify deficiencies and opportunities to improve policies, procedures and controls.
• Conducted quality, timely performance feedback and performance appraisals.

• Decreased the average turnaround time for successfully resolving tickets significantly
• Utilized the ServiceNow system to disposition tickets and end-user requests
• Managed Tier 1 Helpdesk ( escalation, training, SLA, queue, licensing and KPI) Tested early software releases with Beta program, mitigated issues when implemented by 50%
• Created new accounts, reset passwords and configured access to servers and file management software for users.
• Reviewed support cases for technical and troubleshooting accuracy and identified needed process improvements.

• Efficiently managed user requests in Active Directory, JAMF, and Microsoft Exchange
• Decreased the turnaround time to resolve issues and onboard new users while utilizing ServiceNow
• Proactively determined the need for upgrade or replacement of hardware and software
• Streamlined the installation process and improved efficiency across the end-user base
• Researched and led the seamless integration of the ServiceNow platform as the exclusive ticketing system
• Eliminated the legacy proprietary ticketing platform
• Collaborated with contracts administration to ensure budget accuracy of all hardware and software contracts.
• Maintained composure and patience in face of difficult customer situations, applying de-escalation techniques and positive customer support.

• Clearly defined, documented, and logged actions/steps taken to resolve issues
• Recommended the installation of best practices for the support team
• Ensured adherence to Apple’s customer service and security protocols
• Protected customers’ information and secured devices on the iOS operating system
• Provided interactive training sessions for group and individual environments
• Advanced from IOS to MAC and other lines of business, eventually becoming a trainer that managed new hire’s first 90 days Promoted to Tier 2 Then Customer Relations, handling user escalations and managing the queue
• Assisted technical support groups and gave professional technical advice.

* Taught life-skills and fundamentals to a group of 15-20 children around the ages of 3-7
* Pulled specific students or worked with them 1:1 in their classroom for further instruction
* Prepared students for state testing in Reading and Math
*Created after-school program to ensure that students were getting assistance once school day was over
*Enveloped the arts and music to help the learning process
* Communicated with both the parents , school board and government regarding learning objectives

*Designed effective courses with understandable concepts that were also informative and entertaining to keep learners interested and on track with the materials.

• Opened, investigated, provided solutions, and closed tickets in the Remedy system
• Clearly outlined and documented steps taken toward a permanent corrective action
• Fielded Call Center escalations and managed queue, acted as advisor and SME Created new Standard Procedures and Internal Comms
• Educated guests on policy terms, simplifying technical aspects of service contracts to increase guest comprehension and achieve greater customer satisfaction.

• Forged and strengthened relationships with customers through frequent, transparent communication
• Boosted satisfaction scores across the board
• Delivered outstanding customer service by championing all customer service operations and customer-facing activities
• Quickly answered questions and solved emerging issues.
• Assisted in developing and implementing different workflows and communication processes.